Objections
Customer objections are a lack of conviction and any doubts they express regarding proposed products or services. These reservations most often result from factors such as: price, lack of trust in the seller or unfamiliarity with them, reluctance/fear of implementing changes, using a competitor's services, or not being ready to purchase at a given moment. Although they are an inherent part of the sales world, salespeople quickly become discouraged by them and lose motivation to work, and their effectiveness drops.
Customer objections are, however, absolutely possible to overcome: you need above all to identify their specific causes, which will allow you to develop effective techniques for dealing with them.
How to deal with customer objections?
- Remember to distinguish customer doubts from attempts to brush you off (“I'm not interested, period”). The appearance of objections gives you a chance to start a conversation - ask detailed questions, listen carefully to the customer, and determine the cause of their doubts (it could be, e.g., a lack of detailed knowledge about the product or service, or no need to purchase at a given moment).
- Don't react emotionally - the worst thing you can do is get angry at the customer or emphasize your disappointment with the situation. Remember that objections are related to the offer, not your person, so don't take them personally.
- The customer already works with your competitor? Nothing is lost yet! Ask if they are satisfied with the cooperation and whether it meets their needs. It may turn out that your proposal is more suitable.
- The customer doesn't want to talk and asks you to send an offer by email - a very common scenario that ends with no response from the customer. Accept their request, but instead of ending the conversation right away, ask what they would like to be included in the email: what specific information interests them, what requires detailed explanation, etc.
- Prepare a list of 10/20 objections you encounter most often - for each point, write down short statements or even just keywords. Keep it in front of you during the conversation - you will feel much more confident.
- The customer explains their doubts by saying they don't know your company and product/service. In case such situations arise, have prepared a few-sentence statement that summarizes your business based on your USP and presents the benefit your interlocutor will achieve thanks to you.
Read also:
Useful links:
https://www.callpage.pl/blog/jak-pokonac-obiekcje-klientow
http://www.salesnews.pl/Article.aspx?id=801
https://www.salesforce.com/blog/2013/03/6-techniques-for-effective-objection-handling.html