When you are an ISO or merchant level salesperson (MLS), conflict is part of your working life. Going to war with competitors is just part of the business. It is important to keep in mind conflict is a process not a result.
In The Art of War, the revered ancient Chinese military strategist Sun Tzu reminds his students, "The supreme art of war is to subdue the enemy without fighting." When you are making a sales call it is critical to prepare yourself like a warrior, honing your skills, developing your strategies and understanding your objectives. Most important, you need to carry a right attitude, that is, confidence and enthusiasm, into your sales meetings.
Sales professionals know conflict is a normal and constructive part of doing business. Many relish competition and conflict as an opportunity to demonstrate their knowledge of the business, solution skills and problem solving against those of their competitors.
The best sales professionals carry themselves with self-confidence and have the courage to tackle any situation or objection that stands in the way of making their sale.
Often, a winning attitude results in ideas and strategies that produce win-win negotiations where both sides come away with value-added packages. A sales call is no place for passive-aggressive behavior. Conflict is a fact of business and avoiding it is not the path to sales success.
Here are some things to remember when conflict arises:
Finally, do not let conflict undermine trust. MLSs and their customers have different issues. Those differences can result in conflict but they don't have to result in a lack of trust.
After a dispute is resolved, follow up with a note, a phone call or another way for the merchant to offer feedback. Giving your customers the last word can go a long way toward winning trust and forming lasting, profitable relationships.
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