In our ongoing work with sales teams and sales managers we continually stress the importance of maintaining an even keel. Emotional control is a critical element to success in sales (an element of sales DNA) and letting your emotions control your responses in our business is usually not a good thing.
Too often, sales people get excited on sales calls. As soon as you get "excited" you'll probably respond the wrong way. Here is an example:
Your prospect says:
"I've heard great things about your company...".
We get excited and respond with:
"Yes, we've been in business for 35 years and have a great reputation in the industry, In fact..."
Hearing a positive comment that would seem to be in "our favor", we get exited and move in for the kill! Talking more about why we think we are good and sounding like a typical "enthusiastic" sales person. Our emotions are in control and unfortunately, as long as you're talking, you're not learning anything you didn't already know! You are no longer in control of the conversation.
Rather, taking emotions out of the situation and responding "intellectually", you'd be more inclined to respond with:
"I'm glad to hear that, what have you heard?"
The prospect now answers your question with:
"I've heard you have excellent customer service and shorter lead times than some of your competitors".
Now look what you just found out! You know what they value in a supplier and it would be important to stay "intellectual" and find out why they said that! I'll bet it relates to some "dissatisfaction" with their current supplier!
Maintaining emotional control is more difficult for some people than others but is certainly an important element of being successful in sales! Work on it and you'll make a lot more money!
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