When we talk about business meetings, we usually assume it's the salesperson who's nervous and who should look confident. However, sometimes it happens that it's actually the client who's nervous. There are numerous reasons why. It can simply be a young person who is not experienced in business negotiation, or it might be a new employee of the company who needs to handle the situation well. It might just simply be someone who is nervous by nature. How should you handle a person like this at a meeting?
How do you recognize a nervous client
According to Call Centre Helper, the symptoms of a nervous client are the following: Inability to focus, nervous movements of the hands and legs, a low voice, jumping from topic to topic, physical retreat. The biggest problem is that it is difficult to negotiate anything concerning business with a person in such a state, as their lack of focus means that they don't react to your sales methods as they should. The first thing you need to do is calm the customer down.
What you should do
- Speak calmly and make it clear that you have a firm grasp on the whole issue. Nervous people seek assurance that the situation is under control, and you are the one who must provide this certainty. Never show, both verbally and non-verbally, that you are aware that the other person is nervous.
- Beware of the vocabulary you use. Utilize words that show certainty, such as „surely“, „always“ and „certain“, and avoid expressions that refer to uncertainty, such as „maybe“, „possibly“, „do not know“, etc.
- You should also consciously calm down your non-verbal expressions. Do not make swift moves, sit comfortably, do not shrug and do not fold your arms on your chest as this creates an imaginary obstacle between you and the prospect. If necessary, change the environment, possibly for a less formal place. You can also calm the customer down by speaking to them in a familiar manner on an informal topic.
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