One of the secrets of running a successful business is the ability to handle sales objections especially in these days competition is fierce, intelligently answer every queries from customers such as WHY, HOW, EXPENSIVE, COME BACK LATER, NO, etc.
In most cases, when a customer complains about a particular thing on your product such as quality, price, warranty etc, that calls for clarifications, he want to know more, this should be an opportunity to explain in detail the unique values and feature about your products with references of others already enjoying using it.
According salesforce, sales objections are inevitable but should never be seen as a door slamming closed in your face. The key is to understand why the customer is objecting – you must take the time to uncover this if you hope to move forward in a mutually beneficial way. While customers may object for many reasons, let’s take a look at few common causes:
- May simply be lack of knowledge: “We don’t need a mobile solution.
- May be a specific, warranted concern: “Your price is higher than everyone else.”
- May represent a hidden agenda: The customer has a preference or incentive to use a different product but doesn’t say that outright.
- May be a perception issue: “The Cloud isn’t secure.”
- We may not be clear about their interests: “That’s not a priority for me this year and
- Price factor
Some of the important steps to objection handling are listed below
- Pay attention:You must learn to listen to your customers’ complain in order to understand them. Then attend to their complaint promptly.
- Avoid argument: Arguing with your customer is a sign of immaturity and lack of professionalism. You don’t accept negative and false accusation from a customer, politely defend your brand by pointing out its unique features and also reference to institutions, individuals or companies already using your product at the moment.
- Show appreciation:Thank the customer for raising those objections. For instance, customers complain about the previous experience they had using the product. Thank them for being there, for being loyal to the brand all and emphasize on the several improvements that have taken place overtime. Always make references and show testimonies if you have any.
- Empathize:This shows that you care and understand how the customer feels. For instance the customer objection is centered on the economy and poor patronage, show concern too about the situation and how it affects everyone and suggests likely solutions to the situation.
- Seek the Best Solution:Find out what the customer is seeking as a solution. Ask questions; understand where it itching him and tailored out best possible solutions. This will be based on the customer’s critical point of augments.
- Take Quick Action:Act on the solution with a sense of urgency. Delay may be dangerous.
- Follow-up:Follow-up after sales to ensure that the customer is completely satisfied. Remember once a while send email to your customers and visit their place to know if they’re happy using your products. One of the things I discovered about follow-up is that, it raises your customers’ confidence in you.
Your customers want to be seeing you around; some of them will be happier seeing you every day, they always have one thing they want to ask you about.
It is better to make reference to customers you have a cordial business relationship with and aftersales services and follow-up is one of the ways to establish a cordial business relationship.
