Trust in a negotiation is like lubricant in a car engine: things go a lot smoother when it’s present. So how can your salespeople repair trust once a customer thinks it’s been broken?

Share these strategies from sales consultant Leigh Thompson with your salespeople:

• Let them vent. Customers want to be heard. Letting them blow off steam doesn’t mean you agree with them. It just means you’re listening. Check to make sure you understand your customers’ concerns by summarizing what they say.
• Apologize if you’re wrong or did something you regret. If you failed to do something you wished you’d done, say so — and make sure the customer hears your apology loud and clear.
• No matter how offensive the customer or prospect becomes, don’t take it personally. Try to exercise patience, and work together to find a solution. Cooperation works better than competition in negotiations.
• Focus on the issues, not the personality of the buyer. Both sides in a negotiation will often have a problem the other side can help solve. But before any solutions can be found, the climate has to be right. You’ll have to ignore any negative feelings you have for the customer, or his or her actions. That’ll ease the tension in the room and help both sides find a resolution together.

What are some strategies you’d suggest salespeople use to establish trust? Let us know in the Comments Box below.

Tags: Leigh Thompson, negotiations, Trust