How to Recover from a Bad Sales Call: An Expert‘s Guide

It‘s an inevitable part of life as a salesperson – the dreaded bad call. You hop off the phone feeling deflated, frustrated, and maybe even a little embarrassed. Whether you fumbled the demo, got tongue-tied, or the prospect was just plain rude, a rough call can really throw you off your game.

The bad news is, these calls happen to everyone (yes, even the sales legends you admire). The good news? A single subpar sales conversation doesn‘t have to derail your whole day or damage your confidence in the long-term.

In this guide, we‘ll dive into research-backed strategies and expert tips for bouncing back from a crummy call, so you can pick yourself up, dust yourself off, and get back to crushing your quota.

The Science of Sales Resilience

First, let‘s acknowledge that the emotional funk you feel after a bad call is totally normal. As salespeople, we pour our hearts into our work and care deeply about the outcome of each interaction. It‘s natural to feel disappointed or even a little defeated when things don‘t go as planned.

But here‘s the thing: dwelling on that negative feeling won‘t do you any favors. Research shows that salespeople who are able to bounce back from failure are more successful in the long run.

In one study of over 300 salespeople, researchers found that those who were more resilient – meaning they could "recover from or adjust easily to misfortune or change" – had higher job satisfaction, lower turnover rates, and better sales performance than their less-resilient peers.

Another study published in the Journal of Positive Psychology found that individuals who view failure as an opportunity to learn and grow are more likely to persevere in the face of setbacks. In other words, your mindset matters.

So, how can you build your resilience muscle and train your brain to recover from tough calls more quickly? Let‘s break it down step by step.

Step 1: Hit the Reset Button

When you hang up the phone after a less-than-stellar call, your first instinct might be to mentally replay the conversation and criticize yourself for every misstep. But that‘s counterproductive.

Instead, the very first thing you should do is take a quick break to interrupt the negative thought spiral and reset emotionally. Stand up and walk away from your desk, even if you just stroll to the water cooler or step outside for some fresh air.

If you can‘t physically leave your workspace, try one of these science-backed techniques for calming your mind and body:

• Box breathing: Inhale for a count of four, hold for four, exhale for four, hold for four. Repeat for a few minutes. Research shows this simple breathing exercise can reduce stress and improve focus.

• Progressive muscle relaxation: Starting with your toes, tense and then relax each muscle group in your body, working your way up to the top of your head. This practice can lower anxiety and promote feelings of relaxation.

• Positive self-talk: Silently recite a mantra or affirmation to yourself, like "I am resilient" or "This too shall pass." Studies suggest positive self-talk can boost confidence and self-esteem.

The key is to do something that physically and psychologically distances you from the stressful situation so you can come back with a fresh perspective.

Step 2: Reflect, Don‘t Ruminate

Once you‘ve taken a beat to collect yourself, it‘s time to reflect on the call – but there‘s a right way and a wrong way to do it.

Ruminating, or dwelling on negative thoughts and emotions, will only make you feel worse. In fact, research has linked rumination to increased anxiety, depression, and poor problem-solving.

Reflection, on the other hand, is a purposeful process of thinking through a challenging situation to extract lessons and insights. It‘s focused on growth, not self-flagellation.

Try using this framework to constructively reflect on a bad call:

1. Objectively summarize the key points of the conversation, including the prospect‘s needs, concerns, and reactions.
2. Identify 1-2 specific moments where the call went sideways. What triggered the change in tone or direction?
3. Brainstorm alternative ways you could have responded in those moments. What would you do differently if you could rewind and try again?
4. Determine one thing you‘ll do to be better prepared for similar scenarios in the future, whether it‘s brushing up on product knowledge, practicing a new objection-handling technique, or something else.

For example, let‘s say you were doing a demo and the prospect asked a question about a competitor that caught you off guard. You fumbled the response, and could sense the prospect‘s interest waning.

Here‘s how your reflection might look:

• Trigger moment: Prospect asked about a competitor‘s pricing model and I didn‘t have a good answer.
• Alternative response: "That‘s a great question. While I don‘t have their exact pricing details on hand, I can tell you that our solution offers XYZ additional features and benefits. If price is a key factor for you, I‘m happy to put together some cost comparison scenarios based on your specific needs."
• Future prep: Review competitor battle cards and pricing before each demo so I‘m ready to confidently address head-to-head questions.

See the difference? Reflecting with a growth mindset helps you extract valuable insights from a negative experience, rather than just replaying your missteps in your head.

Pro tip: Consider doing this reflection exercise with your manager or a trusted colleague who can offer an outside perspective and suggestions. Talking it out can be cathartic and help you brainstorm solutions together.

Step 3: Reframe and Refocus

Now that you‘ve gleaned lessons from the tough call, it‘s time to deliberately shift your mindset and attention back to the future.

First, reframe the bad call as a learning experience, not a failure. Every legendary salesperson – from Zig Ziglar to Mary Kay Ash – has flubbed plenty of calls in their day. The key is viewing those conversations not as dead ends, but as stepping stones to success.

As Ziglar famously said, "Failure is an event, not a person." Just because that one call didn‘t go your way doesn‘t mean you‘re a bad salesperson. It simply means you‘re human, and you‘re still mastering your craft. Choose to treat it as an opportunity to experiment, iterate, and hone your skills.

Second, redirect your focus to your next call, and visualize it going well. Picture yourself confidently handling objections, smoothly running the demo, and building rapport with the buyer.

Research shows that mental practice can enhance motivation, increase confidence, and prime your brain for success. Athletes leverage this by visualizing the perfect shot or play before a big game – and you can steal a page from their playbook by mentally rehearsing your next call.

To be extra prepared, jot down a few key points you want to hit or questions you want to ask. Prep your slide deck or notes, and double check that your tech is working smoothly. The more organized you feel going in, the easier it will be to shake off any lingering self-doubt from the previous conversation.

Finally, make it a habit to celebrate your wins, big and small, to train your brain to focus on the positive. Did you book a meeting with a hard-to-reach prospect? Do a little happy dance (even if it‘s just in your chair). Did a buyer compliment your demo? Jot it down in a "smile file" you can read through on tough days.

Commemorating successes, however tiny, will help you maintain perspective and remember your value, even in the face of occasional setbacks.

Step 4: Make Self-Care Non-Negotiable

Resilience isn‘t just a matter of willpower – it‘s also a function of how well you care for yourself physically and emotionally. If you‘re running on empty, you‘ll have a harder time bouncing back from tough situations.

That‘s why self-care is a non-negotiable part of your success strategy. And before you roll your eyes, we‘re not talking about bubble baths and face masks (though if that‘s your jam, go for it!). We‘re talking about fundamental habits that keep your mind and body in fighting shape.

Here are a few science-backed self-care practices to weave into your routine:

• Prioritize sleep: Aim for 7-9 hours per night. Adequate rest helps regulate emotions, enhances problem-solving, and improves decision-making.
• Move your body: Exercise is proven to reduce stress, boost mood, and increase resilience. Whether it‘s a quick jog around the block or a full gym session, find a way to incorporate movement into your day.
• Fuel up right: The gut-brain connection is real. Eating nutrient-dense whole foods (think fruits, veggies, lean proteins) can help stabilize your mood and energy levels.
• Connect with others: Relationships are key to resilience. Make time to decompress and commiserate with colleagues who get it, or vent to a trusted friend or family member outside of work.
• Learn to say no: Overcommitting is a surefire recipe for burnout. Practice setting boundaries and saying no to protect your time and mental energy for your most important priorities.

Remember, caring for yourself isn‘t selfish – it‘s strategic. You can‘t pour from an empty cup, so make your well-being a top priority.

Putting It All Together

Let‘s recap the key steps for bouncing back from a bad sales call:

1. Take a quick break to reset mentally and emotionally
2. Reflect constructively on the call to extract lessons
3. Reframe it as a learning opportunity and refocus on the future
4. Double down on self-care to build your resilience

It‘s not about being perfect – it‘s about being committed to continuous improvement and giving yourself grace along the way.

The next time you have a rough call, remember: You‘ve got this. One conversation doesn‘t define your worth as a salesperson or a human being. Trust in your ability to learn, adapt, and come back stronger.

And if all else fails, just imagine your sales hero of choice leaving a rambling voicemail or forgetting to hit mute on a call. Because trust me, it‘s happened to them too – and look how far they‘ve come.

Now get out there and crush your next call – I‘ll be rooting for you!

Sources:

1. Wang, Yongli, et al. "Resilience and Turnover Intention Among Hotel Employees: The Roles of Self-Efficacy, Emotional Exhaustion and Industry Tenure." Frontiers in Psychology, 2021.
2. Crum, Alia J., et al. "Rethinking Stress: The Role of Mindsets in Determining the Stress Response." Journal of Personality and Social Psychology, 2013.
3. Chang, Mei-Lin, et al. "The Effects of Breathing Exercises on Stress Relief and Attention." Frontiers in Psychology, 2021.
4. Seaward, Brian Luke. Managing Stress: Principles and Strategies for Health and Well-Being. Jones & Bartlett Learning, 2017.
5. Neck, Christopher P., and Charles C. Manz. "Thought Self-Leadership: The Influence of Self-Talk and Mental Imagery on Performance." Journal of Organizational Behavior, 1992.
6. Zeng, Xianglong, et al. "The Relationship Between Self-Control, Job Satisfaction, and Life Satisfaction in Chinese Employees: A Preliminary Study." Psychological Reports, 2016.