Stop, Ask, and Listen by Kelley Robertson

Author:Kelley Robertson
Language: eng
Format: epub
Publisher: Wiley
Published: 2010-05-10T16:00:00+00:00

Once you have empathized with your customer, immediately clarify his objection. Restate the objection back to the customer in your own words to ensure that you have correctly understood what his actual objection is.

I frequently hear two protests at this point. The first is, “I’ve heard all these objections before, so I know what they mean.” Second, “People are going to think I’m talking down to them.”

Let me first address the first concern. Objections such as “It’s too expensive” can have several meanings:• The customer does not see the value of the product or service.

• He cannot afford it.

• He has seen it cheaper somewhere else.

• He is comparing it to another brand.

• He is objecting as a negotiating tactic.

• He has not budgeted enough for it.

• His perception of the cost may be unrealistic.

• He is objecting as an excuse to leave the store without making the purchase.

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