3 Responses

1. Questions are the key
   Hi,
   the real focus of this type of training is on asking the right questions to really understand the objection. I do a lot of training for retention staff and structure the session like this:
   1. How to positively acknowledge the customer’s opening words
   2. Asking the right questions
   3. Clarifying the objection
   4. Answering it with the relevant benefits

   I would suggest doing plenty of practice calls, preferably on tape so that participants can be more objective when giving feedback.

   Hope this helps

   Colette Johnson

2. The Value of Objections
   A key message regarding objections is to remind your people that they can be positive signals.

   When a customer is seriously considering using your product or service they will often need more information before making a final decision.

   When you are dealing with existing customers, they may be searching for more reasons why they should continue to do business with you.

   In both cases I would recommend analysing what types of objection you receive and work out suitable ways to respond. In every case that response should include asking the customer more about their objection, and how important it is compared to the overall benefits they receive.

   Such discussions can yield valuable information about how you are judged by your customers.

   Some understanding of psychological or behavioural types may also help your people to adapt and manage objectors more effectively.

3. Handling objections
   We use this with great success with sales people.

   1. Welcome and 100% agree with the objection e.g. “I’m so glad you said that” or “if I was in your shoes, I would do exactly the same.” Could also use “Thank you for being so honest” This creates an element of surprise as the customer would not be expecting such a reaction and so disarms them. Also demonstrates empathy.

   2.Offer them a benefit or an advantage e.g. “If we could offer delivery by 3pm tomorrow, would that be of benefit or useful?”. Avoid terms such as saving money etc. as these have been heard before. Also avoid putting a ‘to you’ at the end of the benefit as this taps into the right side of the brain the side that looks after emotions. The left side looks after the logic and does the analysis and therefore you are more likely to get a sale.

   If a customer mentions price, then treat this as a buying signal & not an objection. By mentioning price, it demonstrates that they are thinking about making a commitment to purchase. Discuss the pricing and do not treat it as above as an objection.

   Good luck
   Sophie