Sales Quiz: Handling "Your Company Screwed Me in the Past."

Last Updated Apr 13, 2010 6:29 AM EDT

SCENARIO: You walk into a face-to-face meeting with somebody whom you believe to be a new prospect. As you begin the conversation, the prospect cuts you off with:
"I did business with your company in the past and they were unprofessional."
Here are three possible responses. Pick the best one.
  • RESPONSE #1: "I'm so sorry to hear that you had an unpleasant experience with us. Can you tell me about it? When did this take place? etc." (Probe for details, then promise to address the problem with your management.)
  • RESPONSE #2: "I hate it when that kind of thing happens to me. However, suppose it was your company that had acted unprofessionally. You'd probably fire the person responsible. That's probably what we had to do, and now it's my job to make certain that you're treated right."
  • RESPONSE #3: "Unfortunately, you're not the first person who's complained. However, we've changed the way we do business so that problems like that won't happen in the future."

CLICK for the correct answer »