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OFFICIAL MAGAZINE OF THE NATIONAL ASSOCIATION OF REALTORS®



  SALES MEETING TOOLKIT:
DEALING WITH DIFFICULT CLIENTS
 

Component 1: Facilitator Talking Points

Component 2: Working with Difficult Clients Agenda

Component 3: Handout 1, Ten Tips on Dealing with Difficult People

Component 4: Activity 1, Five Common Jerks and How to Deal with Them

Component 5: Activity 1, Five Common Jerks Idea Sheet

Component 6: Handout 2, Identifying Communication Styles

Component 7: Handout 3, Defusing Dialogues

Component 8: Activity 2, Scenes from a Difficult Life

Component 9: Activity 2, Scenes from a Difficult Life Ideas Sheet

Component 10: Handout 4, Firing Your Client

Component 11: Other Resources 		  Component 3
Handout 1: 10 Tips on Dealing with Difficult People

1. Maintain self-control. Losing your cool and giving in to emotion will only escalate the situation. Lower your voice and speak slowly.

2. Ask non-threatening questions beginning with “what” to identify the root cause of the difficulty.

3. Listen to the customer’s reason for being difficult. Few people are difficult without a reason—even if that reason doesn’t seem important to you.

4. Acknowledge the problem, then repeat it back to the client to ensure understanding.

5. Don’t argue. Justifying you actions will only fuel the difficulty. If you do feel you must defend your actions, give your one best reason and then stop.

6. Apologize—even if you think the client is wrong. Avoid assigning blame, even if the client’s actions helped create the situation.

7. Offer to rectify the situation—make a specific commitment as to what actions you will take. If you can’t make things right, offer an alternative solution.

8. Continue to act professionally. Demonstrate a high level of professional competence, and make doubly sure that every detail of the transaction is handled correctly.

9. Analyze what caused the client’s behavior so that you can avoid a repetition of the incident.

10. Set limits on what you will tolerate. Saying “no” to a client is OK. If you want to try and preserve the relationship, ask your manager or another salesperson to act as a mediator.

Component 4: Activity 1, Five Common Jerks and How to Deal with Them >