I was delivering a 2 hour mini session on the power of human 2 human selling in global account management growth. We started a rapport and discovery exercise where each person was paired up. One side the account manager and the other the client. The goal was through the power of questions and acknowledged empathy that they build rapport and in the process discover common connection or values that were important to the other person.
As I walked around the room I quickly noticed a number of the global account managers falling into what I call the 'the conversation pit of no return' . Responses to things their partners were saying that could easily sabotage their ability to connect or engage with their customers around the world.
This will shock you but here are seven statements and questions I personally heard while running this short session. These are things you should avoid at all cost when managing your global account relationships. Here goes :)
- Are you really (pick nationality) you don't look it
- You can't do that where I am
- Do you really do that?
- Why does it take so long to make buying decisions where you are?
- You accent is difficult to understand
- What are the most challenging things about living where you are?
- It's not really my thing, but glad you enjoy it
Wow. You may look at this and laugh and frankly I did in the moment. We can all fall prey to habit. Dreaded sales phrases like "touching base" or "Trust me" which adds zero to deepening relationships or intentionally driving the right activity for results.
A number of the global account managers simply hadn't been given feedback (that's for another blog post). The question to us all is to seek to get feedback in our own conversations. Ask colleagues, managers or peers to consider how you come across in conversation. You can then make the needed steps to filter out those words and phrases that may be sabotaging your success.
If you're a key account manager, account manager, manager of key account teams or consultant take the next step and connect to get more great insights. I'm here to help you have even more profitable client conversations and help you grow your existing customer sales and have fun in the process. Just click on the link www.jermaineedwards/signmeup look forward to helping you succeed this year.