Lets face it, eventually something will go wrong and just as you are well prepared to address objections to sales, you will do well to be mindful of times when all does not go to plan.
Fears can develop when we begin to think about worst case scenarios. Not that it is not a good idea to be mindful of the worst that might happen, but don't put yourself there until all the facts are gathered. Arthur Conan Doyle said: "It is a capital mistake to theorize before one has data. Sensibly one begins to twist facts to suit theories, instead of theories to suit facts."
The fact is that your customer is unhappy and it is your responsibility to find out why. It is an opportunity to help someone who is in need of your assistance. Think in terms of helping and the task will become easier to accomplish. Employ your best sales tactics - listen and learn before offering any solutions. Be prepared to listen for quite a while as well.
One more suggestion: Contact your customer in real time. That means in person or by telephone, not email or similar. Personal service is the order of the day.
Good selling,
Richard
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