When Your Customer Reads a Bad Online Review

how to deal with bad online review

The Situation Jenny is a sales rep for a company that supplies uniforms to the health care industry. Ruth is the supply coordinator for a hospital. She’s been renting nursing scrubs for her workforce from Jenny’s firm for about six months. Recently, Ruth was visiting an online customer review site of businesses and noticed a […]

Keeping Customers Focused to Advance Your Sale

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The Situation Leslie is a consultant at a senior living placement agency. She has had several consultations with Daniel about the right senior facility for his elderly mother. Based on previous conversations, they’re meeting to go over the three finalists. Here’s part of the conversation: Leslie: I know the kind of facility you want for […]

What If a Customer Badmouths You?

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The Situation Darius sells precious gems to jewelry stores. One of his prospects, Jane, is a buyer for a small chain of mall stores. Jane was scheduled to attend a gems and jewelry trade show, but Darius could not attend. Fortunately (or so he thought), one of his good customers would be at the show. […]

Your Customer Tells You She Wants to Replace You!

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The Situation:  How to Avoid Losing a Customer? It’s not a good day for Craig, who sells electronic instruments to various industries. Today he’s meeting with Sonia, one of his customers, to discuss a regular monthly purchase.  Craig is about to learn that he is on the verge of losing a customer. Sonia reveals that […]

Why Isn’t Your Customer More Responsive?

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The Situation Penny is really excited. She sells security systems for businesses, and her firm is introducing an advanced 3-D facial recognition feature that her customers can add to their security systems. Penny has been calling all of her clients, including Arthur, who is responsible for security at a financial organization. Penny: . . . […]