Handling Customers' Objections Part 2

Hello Everyone!

 Trust you all are wining out there.

Today, we'll continue our study on HANDLING CUSTOMERS' OBJECTIONS .

Some salespeople get confused by what an objection is.
However, it is important to know that an objection is NOT the same thing as a complaint. Learning how to address and prevent objections is crucial to building trust and closing the sale.

Objection vs. Customer Complaint?
An objection is NOT the same thing as a complaint.

Objections:
An objection is a statement or question raised by the customer that can indicate an unwillingness to buy. The objection is often not true. Think of an objection as a request for more information.
Examples include:
1. “I’m not sure. It is very expensive.”
2. “I’m not an expert and it looks very complicated. Is it really easy to use?”


Complaints:
A complaint expresses dissatisfaction with your shop’s products or services. The customer expects a response or resolution. Examples include:
1. “This device doesn’t work properly.”
2. “The salesperson did not know the answers to my questions.”

Why Do Customers Raise Objections?
Many salespeople take an objection as a personal attack. Instead, it should be considered to be a question. When customers raise their concern, it means that they’re giving you a chance to answer it.
Customers want to justify their purchase and look to the salesperson to convince them that their decision is correct. They wouldn’t bother to object if they weren’t interested in buying. Treat all objections as a need for more information.


How to Handle Objections?
The best strategy to avoid objections is to ask customers questions to determine their needs so you can make the best recommendation.

Eg.
"Who is the product for?”
“What will the product be used for?”
“Will you also be using the product for...?”
“When are you intending to purchase?”
“What is your budget?”
Etc.

It is important that you do not take customer objections as a personal attack. It is simply a sign showing that the customer is interested, but needs to be convinced that their purchase decision is correct.


Strategies for Handling Objections
There are four key strategies for handling objections.

1.Don’t take it personally.
It is easy to confuse an objection with rejection.

2. Breathe slowly and remain calm.
This will allow you time to consider your response.

3. Empathise with the customer.
Show interest in their objection. Make sure you that recognise the customer’s point of view. Say things like, “I can understand why you might think that.”

4. Answer the objection to the best of your ability.
Address the customer’s needs and communicate the value and benefits that they will receive. Avoid technical jargon.


It is essential that you are prepared to answer common objections. With an understanding of your customer’s needs and strong product knowledge, you will be well prepared to tackle any objection.

TIP:
If you’re not sure about an objection, ask your manager or colleague how they would respond in that situation. Share your knowledge with other staff so you are all well prepared.
... to be continued.

Meanwhile, if you missed it, kindly check Handling customers' Objections Part 1


The RichKing