Navigating Awkward Sales Moments with Ryan Pollyniak
“Treat every client interaction with empathy, remember they have their own motivations, fears, and reasons for making a buying decision.” – Ryan Pollyniak
In the latest Call the Damn Leads podcast, I had the pleasure of chatting with Ryan Pollyniak, an expert in navigating complex sales cycles and closing high-value deals. Ryan has spent over 15 years in the ERP and CRM space, and his insights are invaluable for anyone looking to deepen their sales skills. In this conversation, Ryan and I dig into what it takes to handle awkward client interactions, how to disarm tough situations, and why understanding your client’s perspective is essential for long-term success. Here are the key takeaways you won’t want to miss.
Key Takeaways: How to Turn Awkward Moments into Sales Wins
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Use Humor to Break the Ice Ryan shares an unforgettable story about an awkward sales demo where the CEO actually left the meeting by boat! Instead of reacting with frustration, Ryan used humor to defuse the tension, which kept the relationship intact and ultimately led to a deal. In high-stakes sales, showing that you can handle unexpected moments with a calm demeanor is key to building trust.
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Be the Guide, Not Just the Seller Complex sales cycles require you to go beyond standard pitches and become a trusted advisor. Ryan emphasizes 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 in these intricate journeys helps them feel supported and increases their confidence in your expertise.
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The Power of the Pause Ryan and I discuss the art of the pause—when you stop to truly listen, you gain a deeper understanding of client needs and can respond more effectively. But remember, the pause isn’t just about silence; it’s about allowing space for your client’s thoughts to surface. This can make all the difference when closing complex deals or navigating challenging client interactions.
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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 align with your goals.
Expanding on Essential Skills for Sales Success
Let’s dive deeper into two of the most valuable 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 talks about the importance of not assuming your clients know the industry language or specifics as 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
It’s easy to get caught up in pitching your product, but Ryan’s approach is a reminder to take a step back and think, “What’s in it for them?” Understanding their unique situation, motivations, and even fears, lets you personalize your approach, making them feel seen and valued. Sales is ultimately about solving a problem for them—not just making a sale for you.
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 the human touch of a phone call often surpasses emails and DMs in effectiveness. Younger reps may feel hesitant to call, but the truth is, 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 powerful reminder that selling isn’t about making quick transactions—it’s about building meaningful relationships based on trust and value. From breaking the ice in awkward situations to guiding clients through complex cycles, these 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 Wester 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:
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Real Sales Stories: Tales that entertain and inspire
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Proven Tactics: Practical tips for boosting your sales game
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Humor and Energy: Fun takes on the ups and downs of sales life
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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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