🤩 Today’s SPIN® Behaviour Challenge

Most sellers get this backwards.

The client erupts. The seller explains, justifies, counters — and accidentally pours fuel on a fire they were trying to put out.

The instinct to solve is the instinct that escalates.

Hear First. Solve Second.

Skilled performers don’t meet emotional escalation with logic. They acknowledge it.

Not: “Let me explain what happened.”

But: “It sounds like this has created real pressure for you internally.”

That single shift moves the client from threat response back into thinking mode.

You cannot reason with someone whose emotions haven’t been heard yet.

And here’s the SPIN® connection: an angry client is sitting on unasked Implication questions. The internal damage. The broken trust. The pressure upstream.

Don’t dodge those implications. Surface them. Own them. Then solve.

THE CHALLENGE

Next time a client comes in hot, resist the reflex to defend. Ask this instead:

“Before I respond — help me understand the full impact this has had on you.”

Then listen. No interrupting. No preparing your rebuttal.

Let the pressure release completely before you offer a single solution.

Defuse the emotion first. Then fix the problem.

Drop “EMPATHY” in the comments if this changes how you handle the hard ones 👇​​​​​​​​​​​​​​​​

Need inspiration — text “30 min” on my mobile +4526700356

All the best.

Anders 🤩

#Empathy #Huthwaite #SPINselling #BuyingCycle #SalesLeadership