The salesperson is expected to serve with a smile despite the number of rejections that they encounter during the course of their work. One has to fake a smile or it is seemingly impossible unless they educate themselves on the reason(s) for the smile. Let me share why I smile whenever I encounter a rejection under different circumstances.
- Customer says “No, I do not want your product or service”. I smile because every customer that I have closed an order in my life always started by saying ” No”. I actually hear a “Yes” when a customer says “No” and hence the smile.
- Customer says ” Your price is too high”. I smile because the price can be high only when it is compared to something else and the customer finds my price high even without comparing it with something else.
- Customer says “Your service levels are not reliable”. I smile because the customer assumes that my services are not reliable even without availing the same. I smile even more because even when I worked with some of the best service organisations in the world the customer still had the same cribbing. I smile now because I am sure that it is in the customer psychology to raise questions on your service levels , no matter how good you are.
- Customer always asks for a price discount. I smile because I visualise the moment when the customer was taking birth and God wishpering in his ears that ” I hereby bequeath this right upon you to ask discount from every salesperson!”