I was speaking to a business owner today who was convinced something was wrong with their phone because the signal had dropped in one part of London. The hardest part of sales is sometimes explaining things that are completely outside your control. How do you handle conversations when customers expect you to have all the answers?

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That’s a classic sales hurdle. When a customer is frustrated, they often look to the nearest representative of that industry to answer for it, even if it’s an environmental or infrastructure issue completely out of your hands.
​Personally, I find the best approach is to validate their frustration first and then gently shift the narrative from fault to education. If you position yourself as a partner navigating the problem with them rather than a defender of the product, they usually relax. You don't need all the answers, just a willingness to help them understand the landscape.

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