COMPLAINTS CREATE CONFIDENCE III

LEARN AND ADAPT

It’s hard to get it right all the time. We have all received feedback with a sting. At times, we reach with anger, hurt, or frustation. The “it’s not fair” response, or become totally submissive in accomodating those with influence. Salespeople invite their fair share of complaints for appearing nonreceptive or intensive. However they should still maintain their integrity and their belief in their products and constantly challenge themselves to do more. Learning can be extracted from every interaction. When we deal with the objections directly and openly, we adapt and cope. Learn to handle comments in a useful way by:
1.Listening to the massage behind the comments
2.Considering the intention behind the information. Will this add to who you are?
3.Seeing what evidance there is to support the objection
4.Extracting a learning experience from this perspective.

How can this feedback assist you to become more flexible and connect more rapidly with important people? By extracting and using what is useful, and deleting the rest.
Criticism is not a life sentence. It can be integrated or rejected. Before you rejected automatically, however, remember that receiving feedback from one person may indicate a pervasive pattern others are reticent to reveal to you. It’s easy for you to decide if it is an isolated case or if the feedback is anaccurate. Listen closely if the negative feedback is familiar. It may be time to listen, rather than defend what is bot working! Gaining a greater market share requires we care for ourselves, and our customers with confidence-to listen to complaints and criticisms, and respond accordingly. Companies prepared to invest in a sales team that functions beyond the moment of the sale are those that will have the market share of tomorrow. Salespeople should be educated to cherist customers’ objections because it will open them up to new posibilities and solutions of tomorrow.

(Source: Gary Yardley, in Intersect, 1993)

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