Handling Objections

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Introduction : Handling Objections
When your customer says “no,” sometimes they mean no, and sometimes they want some time to think. It’s up to you to determine what their hesitation means, and how best to step in so that you can secure their business.
In this lesson, you’ll learn some practical strategies for handling objections that you can use in your work right away.
 
Handling Objections
Objections come in different forms. The ability to master them can accelerate your success at work. Objections are not personal; they may come from predictable sources and for predictable reasons. The thought of hearing rejections can scare a person away from working on the phone at all. However, when you are prepared and know your products and services, responding to objections is another way for you to reinforce the value of what you offer.
An objection is a technique that the buyer uses to slow down and avoid rushing into a sale they will later regret. It is a way to buy time so that they can gather additional information, ask questions, and make an informed decision. If you have no objections at the end of your pitch, either people weren’t listening, weren’t interested, or weren’t buying.
 
Closing the Sale
No ending to a call leaves a more unpleasant feeling for a caller than when they feel they were being rushed off the phone, or that the company does not care about them as a customer.
If we frame our calls with the idea that we are developing or nurturing relationships, a well-structured close should include a question. Some questions are polite, but seem to get tired, like this statement: “Is there anything else that I can help you with today?”
 
Feelings
Are you someone who is in touch with your feelings? How about the feelings of people that you serve through the work that you do? Knowing how you feel about a particular product or service will help you deliver a great experience for customers.
In this lesson, you’ll explore the concept of feelings and empathy in the context of the work that you do.
 
Feelings
Relationships center on feelings. Customers and clients form feelings about you based on interactions. Working on empathy is a way to connect with other people.
Empathy: noun, identification with or vicarious experience of the feelings, thoughts, or attitudes of another person.
 
To demonstrate empathy, you might use the following phrases:

  • I understand that…
  • I am sorry…
  • I can appreciate…