Is Customer Indifference Hurting Your Business?

Wednesday, April 23, 2014

Is Customer Indifference Hurting Your Business?

"We are very happy with our current provider and have no desire to change."

"Not right now. Check back with me in a year as things may have changed by then."

"I received all your material and have your contact information. When we have a chance to review it, we will give you a call."

"We already have a solution in place and don't plan on evaluating any new ones."

" I don't mean to cut you off but we're just not interested in any right now. Thank you." *click*

Do any of these sound familiar to you?

As soon as your competitors encounter indifference, they pack up their tents and head for home! Learn how to handle indifference NOW!

Customer Indifference - Deal with it!

When customers are indifferent to your offering it is often because they are satisfied or even complacent with their current situation and/or are unaware of your offering's potential for meeting their goals. Either way, the customer does not perceive a sufficient need and/or sufficient value in exploring and/or pursuing change.

The average salesperson's inability to handle customer indifference may be the greatest single factor contributing to your company's loss of productivity. Customer indifference is one of the most challenging situations salespeople encounter.

Sales calls with indifference are more than two and a half times more likely to be failures than calls without indifference.

Handling Customer Indifference
Our sales training program Sales Pro Professional Selling System (PSS) includes addressing Indifference. Participants will explore the reasons why customers may not express needs when they are indifferent and learn how to respond.

Participants learn how to acknowledge the customer's point of view and gain agreement to probe. They then learn how to guide the conversation to create customer awareness of needs and present ways to address such needs.

Participants will learn how to:

* Acknowledge rather than gloss over customer indifference.

* Re-open the sales conversation in a way that expresses value to their customer.

* Use a four-stage probing strategy to identify opportunities with their customer and create mutual awareness that they can support.