How did Ryan handle the CEO leaving his demo by boat?

Ryan stayed calm and used humor to ease the tension, which kept the relationship intact and ultimately led to a deal. His point is that keeping your composure when something unexpected happens in a high-stakes sale shows the client you can handle it, and that's how you start building trust with them.

What should I say when a prospect wants a price right away?

Hold your ground and get to value before the numbers. You can say something like, "Let's discuss what your needs are to ensure this price aligns with your expectations and delivers exactly what you're looking for." In a complex sale, explaining the why behind your pricing helps the number make sense.

When should I disqualify a lead?

Early, as soon as it's clear the prospect isn't a good fit. Ryan stresses that disqualifying saves you time and energy and lets you focus on prospects with higher potential. Sometimes walking away from a lead is the best way to make room for opportunities that actually line up with your goals.

Why pick up the phone instead of sending an email?

Ryan says a phone call's human touch often beats emails and DMs. Younger reps may hesitate to call, but a direct call can speed up the sales cycle, let you respond in real time, and build rapport in ways digital communication can't. It's one of the show's central principles: call the damn leads.

podcast ·Dec 05, 2024

Navigating Awkward Sales Moments with Ryan Pollyniak

by Drewbie Wilson

“Treat every client interaction with empathy, remember they have their own motivations, fears, and reasons for making a buying decision.” – Ryan Pollyniak

Key Takeaways

When a demo goes sideways, like a CEO leaving the meeting by boat, humor can ease the tension and keep the deal alive.

Break a complex sale like ERP into clear stages so the client feels guided through every step.

Pause long enough for the client's thoughts to come out, then answer what they actually need.

When someone wants a price too early, talk through their needs first so the number makes sense to them.

Disqualify poor-fit prospects early so your time and energy go to the ones with real potential.

In the latest Call the Damn Leads podcast, I had the pleasure of chatting with Ryan Pollyniak, an expert in complex sales cycles and closing high-value deals. Ryan has spent over 15 years in the ERP and CRM space. Ryan and I dig into how to handle awkward client interactions, how to disarm tough situations, and why understanding your client’s perspective matters. Here are the key takeaways.

Key Takeaways: How to Turn Awkward Moments into Sales Wins

Use Humor to Break the Ice Ryan shares a story about an awkward sales demo where the CEO actually left the meeting by boat! Ryan used humor to defuse the tension, which kept the relationship intact and led to a deal. In high-stakes sales, handling unexpected moments calmly builds trust.
Be the Guide In complex sales cycles, you have to be a trusted advisor. Ryan talks about guiding clients by setting clear steps and managing expectations. For example, if you’re selling complex systems like ERP, break down the process into stages. Being a “Sherpa” for clients through these complicated sales helps them feel supported and more confident in your expertise.
The Power of the Pause Ryan and I talk about the pause. When you stop and really listen, you understand what the client needs and can answer it. The pause gives your client’s thoughts room to surface. That helps when you’re closing complex deals or handling tough client interactions.
Avoid Pricing Pressure—Lead with Value One of the trickiest parts of sales is dealing with clients who want a price before they understand the value. Ryan’s advice is to hold your ground and communicate value before jumping into numbers. In complex sales, where solutions aren’t one-size-fits-all, take time to explain the “why” behind your pricing. This can be as simple as saying, “Let’s discuss what your needs are to ensure this price aligns with your expectations and delivers exactly what you’re looking for.”
Know When to Disqualify Not every lead is worth the chase. Ryan stresses the importance of disqualifying early when a prospect isn’t a good fit. Disqualification saves you time, energy, and lets you focus on prospects with higher potential. Sometimes walking away is the best way to make room for opportunities that fit your goals.

Expanding on Essential Skills for Sales Success

Let’s take a closer look at two skills Ryan shared: breaking down complexity and staying human in the sale.

Breaking Down Complexity for the Client’s Peace of Mind

In complex sales environments, your clients may feel overwhelmed by options, features, and pricing variables. As a sales professional, you should clarify the sales cycle, create digestible steps, and assure them you’re guiding the process. Ryan says don’t assume your clients know the industry language or specifics like you do. Instead, explain things as if you were talking to a friend, keeping it clear and simple.

Human-Centered Sales – Make It About Them, Not You

Ryan’s approach is a reminder to step back from pitching your product and think, “What’s in it for them?” Understanding their situation, motivations, and even fears lets you personalize your approach. Sales is about solving a problem for them.

Call the Damn Leads – Why Picking Up the Phone Matters More Than Ever

This episode wouldn’t be complete without one of our show’s central principles: pick up the phone! Ryan reminds us that a phone call often works better than emails and DMs. Younger reps may feel hesitant to call, but a direct phone call can speed up the sales cycle, allow for real-time responses, and build rapport in ways digital communication can’t.

For those in sales, Ryan’s approach is a reminder that selling is about building relationships based on trust and value. His insights can help you close more deals and build a loyal client base. So the next time you’re faced with an uncomfortable silence, a high-stakes question, or a request for a “quick price,” remember that each moment is an opportunity to strengthen your relationship with the client. Call the damn leads, trust the process, and, as always, crush every day before it crushes you.

How to Connect with Ryan Pollyniak

Ryan is active on LinkedIn, where he shares insights and posts about the ERP and CRM world. Connect with him there or visit Western Computer to learn more about his work in Microsoft ERP and CRM systems.

Call The Damn Leads

“By sales professionals, for sales professionals.” Each week, Drewbie Wilson, a sales vet with 20+ years in the game, brings you humor, real-world stories, and powerful strategies to help you excel in your sales career.

Expect a wild mix of:

Real Sales Stories: Tales that entertain and inspire
Proven Tactics: Practical tips for boosting your sales game
Humor and Energy: Fun takes on the ups and downs of sales life
Expert Advice: Learn from seasoned pros across different fields

Whether you’re in sales, an entrepreneur, or just looking to grow your business skills, don’t miss out on these invaluable lessons and entertaining stories. Want to be a guest? Pitch your story here!

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