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Sales Truths: Some People Aren’t Happy Unless They Are Complaining

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WHY IT’S TRUE Everybody has a bad day now and then, they deal with it, and it’s over. Some people, however, allow this to block their sense of rational thinking, and anyone in their way had better look out.

PLAN OF ACTION While the negative comments might begin to infuriate you, appear interested and ask open-ended questions. Avoid crossing your arms, placing your hands on your hips or shifting from one leg to the other, as this could appear challenging or threatening. Encourage this individual to sit down and continue the conversation. This will take some of the energy out of the complaint. You may not be able to resolve the problem, but you have taken generous steps in that direction.

[span class=note]This story is from the October 2011 edition of INSTORE[/span]

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Wilkerson Testimonials

If It’s Time to Consolidate, It’s Time to Call Wilkerson

When Tom Moses decided to close one of the two Moses Jewelers stores in western Pennsylvania, it was time to call in the experts. After reviewing two candidates, Moses, a co-owner of the 72 year-old business, decided to go with Wilkerson. The sale went better than expected. Concerned about running it during the pandemic, Moses says it might have helped the sale. “People wanted to get out, so there was pent-up demand,” he says. “Folks were not traveling so there was disposable income, and we don’t recall a single client commenting to us, feeling uncomfortable. It was busy in here!” And perhaps most importantly, Wilkerson was easy to deal with, he says, and Susan, their personal Wilkerson consultant, was knowledgeable, organized and “really good.” Now, the company can focus on their remaining location — without the hassle of carrying over merchandise that either wouldn’t fit or hadn’t sold. “The decision to hire Wilkerson was a good one,” says Moses.

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Dave Richardson

Sales Truths: Some People Aren’t Happy Unless They Are Complaining

mm

Published

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WHY IT’S TRUE Everybody has a bad day now and then, they deal with it, and it’s over. Some people, however, allow this to block their sense of rational thinking, and anyone in their way had better look out.

PLAN OF ACTION While the negative comments might begin to infuriate you, appear interested and ask open-ended questions. Avoid crossing your arms, placing your hands on your hips or shifting from one leg to the other, as this could appear challenging or threatening. Encourage this individual to sit down and continue the conversation. This will take some of the energy out of the complaint. You may not be able to resolve the problem, but you have taken generous steps in that direction.

[span class=note]This story is from the October 2011 edition of INSTORE[/span]

Advertisement

SPONSORED VIDEO

Wilkerson Testimonials

If It’s Time to Consolidate, It’s Time to Call Wilkerson

When Tom Moses decided to close one of the two Moses Jewelers stores in western Pennsylvania, it was time to call in the experts. After reviewing two candidates, Moses, a co-owner of the 72 year-old business, decided to go with Wilkerson. The sale went better than expected. Concerned about running it during the pandemic, Moses says it might have helped the sale. “People wanted to get out, so there was pent-up demand,” he says. “Folks were not traveling so there was disposable income, and we don’t recall a single client commenting to us, feeling uncomfortable. It was busy in here!” And perhaps most importantly, Wilkerson was easy to deal with, he says, and Susan, their personal Wilkerson consultant, was knowledgeable, organized and “really good.” Now, the company can focus on their remaining location — without the hassle of carrying over merchandise that either wouldn’t fit or hadn’t sold. “The decision to hire Wilkerson was a good one,” says Moses.

Promoted Headlines

Most Popular