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Table of Contents

Lead Story

Integrated systems create a new POS paradigm

News

Industry Update

Intuit's IMS ends agent program

Indictment halts the action for poker sites, processors

PayPal, Discover launch Money Messenger

Does certification without licensing make sense?

Selling Prepaid

Prepaid in brief

China's prepaid market a different world

Prepaid's unique way in India

Features

Text message marketing, the other mobile

Pal Flagg
Street Savings

Meet The Expert: John Arato

ISOMetrics:
Technology in the hospitality world

Press release power

Views

Facts and figures from the feet on the street

Jeffrey Shavitz
Charge Card Systems Inc.

Education

Street SmartsSM:
Let's reform our industry's education and training

Bill Pirtle
MPCT Publishing Co.

What tokenization is and isn't

Tim Cranny
Panoptic Security Inc.

Ask, don't sell

Jeff Fortney
Clearent LLC

How to use direct mail to build your business

Peggy Bekavac Olson
Strategic Marketing

Global opportunities mean global strategies

Caroline Hometh
RocketPay LLC

New Products

Tapping the government and education markets

ConvenuPAY
Electronic Merchant Systems

Inspiration

Learn to make use of conflict

Departments

10 Years ago in
The Green Sheet

Forum

Resource Guide

Datebook

Miscellaneous

2011 Calendar of events

A Bigger Thing

The Green Sheet Online Edition

May 09, 2011  •  Issue 11:05:01

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Inspiration

Learn to make use of conflict

"Victorious warriors win first and then go to war, while defeated warriors go to war first and then seek to win."
Sun Tzu

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.

Conflict is normal

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.

What to remember

Here are some things to remember when conflict arises:

Trust and conflict can coexist

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.

Notice to readers: These are archived articles. Contact names or information may be out of date. We regret any inconvenience.

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Spotlight Innovators:

USAePay | Impact Paysystems | Electronic Merchant Systems | Inovio