You call a prospect in order to introduce your company's product / service. But on hearing your company's name he / she gives you the mother of all tongue lashings.
What do you do?
A person that is angry with your company wants two things.
1. Someone to Listen
2. Someone to Apologise for their inconvenience
When you come across an angry recipient of a Cold Call the first thing you do is put aside your plan to sell. Rather;
1. Listen carefully to the person's grievance
2. Apologise for the inconvenience caused
3. Offer to help resolve the matter
4. Do your very best to help the person resolve the problem
What does all this do?
It demonstrates that you genuinely care about his or her welfare; and that you're someone that can be trusted.
Trust will always lead to business.
And remember - Sales Is The First Line of Customer Service.
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