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 isn't experienced in business negotiation, or it might be a new employee 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 can you recognize a nervous client
According to Call Centre Helper, these are the signs of a nervous client: inability to focus, nervous movements of the hands and legs, speaking quietly, jumping from topic to topic, physical retreat. The biggest problem is that it's difficult to negotiate anything concerning business with a person in this frame of mind, 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 them 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're the one who has to provide this certainty. Never show, either verbally and non-verbally, that you're aware that the other person is nervous.
- Be aware 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“, „don't know“, etc.
- You should also consciously relax your body language . Don't make sudden movements, sit comfortably, don't shrug and don't 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.
-mm-