OBJECTIONS! The mere thought of them makes many customer service workers shiver with dread. But why is that? I think it’s because we automatically take an objection as a NO when really it’s a buying signal so don’t get defensive, get excited…and smart. Your customer is saying ‘I’m interested enough to want to learn more’. If they weren’t at the very least curious they would likely just walk away. Your job is to learn to read what the customer’s objection means and the best way to respond to it. Here are the most common customer objections and suggestions on how to handle them.
Price – The King of objections. When a customer asks ‘Is this your best price?’ you probably hear ‘It’s too expensive.’ But they didn’t say that or actually even make an objection…they just asked you a question. It is important to set your fear aside and learn the difference. Your customer may be trying to see if this is the best deal they can get or just testing the waters to see if they can negotiate the price. Oddly lowering the cost for an item just because the customer asked about a better price can make the customer wonder why you charge so much for it in the first place. Instead, do everything you can to show the VALUE of the item or service.
Product or service features. Be careful about how you answer people’s questions (perceived objections) about your products or services. Never assume you know what motivates a customer to ask about a feature. For instance, if they ask why the handle on your product is so large, don’t assume they don’t like it. Maybe they saw a similar product with a smaller handle and are wondering why the difference. Keep your answer short and sweet. ‘Yes, we’ve found the larger handle to be more user -friendly.’ Your response will show them your willingness to address their concerns and they will be more comfortable doing business with you.
I need to ask my spouse. Well it’s certainly understandable, I know what would happen if I made a major purchase without checking with my husband. And I’d consider anyone who tried to shame me into making that decision without checking with him would be suspicious and questionable. Instead try this. ‘I understand, we can call him/her now if you’d like, I know how excited you are to get started.’ If they decline that, offer an appointment to meet with them both. If the customer declines again this is an excuse not an objection. You’ve read the signals wrong. Find out what the real objection is so that you can work with it.