When you get an objection from a customer it’s always a good thing because it’s always better knowing your customer has a concern than not knowing they have a concern. So what will review is a four step process you can use to handle an objection.
The four step are Acknowledge the objection, clarify it, present a resolution if you can and then step four is to checkback with the customer.
So, How do you acknowledge an objection? It can be something as simple as this. If your customer objection was around price, you can say… Mr customer, I can really understand why you are concerned about the price because in these tough economic times, everyone needs to be focusing on getting the most value for every dollar they spend. You’re letting the customer know that you heard what they said.
Step 2 is to clarify the objection. The only way I know to clarify is to ask good questions. So if we use the price objection again, you might say… Mr customer what specifically about the price concerns you or you might ask…. What positive impact would our solution have on your business? This will get them to tell you the value your solution will bring to the table.
Step 3 is to present your resolution or solution if you can. Many times it might take you a while to uncover the real basis for the objection and that is not an issue. But when you’re ready to present your resolution present it as clearly as possible. You might say, Mr customer we would be willing to consider the discount and in return for that the two arrays you had scheduled for next quarter would need to be purchased with this order. And then say, What do you think? And then practice golden silence. In essence you’re trading with the customer.
Step 4 is critical and that is you need to checkback with the customer to ensure the objection is removed from the table. You might say something as simple as… so, Mr customer, it looks like we’ve resolved your issue with the discounting… is there anything else we need to discuss about this or can we move on with the business at hand? The answer is going to be either yes or no… but hopefully after practicing these four steps and implementing them, your customers will always answer with a yes.
So... what do you think fo this methodology?