Your frontline contact center pros probably think selling is a lot like dating – rejection looms at every call. But you can help them overcome the fear.
First key: Remind them that selling is a form of helping. They’re helping customers find what’s right for them.
Then use sales and customer service expert Dave Kurlan’s tips on overcoming fear of rejection:
- Encourage them to accept no. Most customers will say no to suggestions. But when reps suggest a product or service, customers at least have options and something to think about for the future.
- Help them focus on the process, not the result. Every time reps try to help customers by selling something, they’ll improve their ability to sell – even if the customer doesn’t buy. Get them focused on what was done right.
- Remember the odds. Remind them that some of the best sluggers also lead the league in strikeouts. Thomas Edison claimed he failed 1,000 times before he invented the lightbulb.
