Sales Objection :
A sales objection can turn into a crisis if not addressed properly. If they are taken care of, they can act as an advantage for your organization. Before we know how to handle sales objections, first we need to understand what a sales objection is.
Sales objections often occur when your customer faces a problem. It can be because they are not happy with your services. An unhappy or unsatisfied customer becomes an issue for the organization. If you are someone who works in the sales team, you must be ready for such situations. Your services must be such that they satisfy your customer while bringing profit to the company.
Here are some tips to keep in mind while handling sales objections:
Lend an Ear
Your customer is the most important person. Your organization is because of your customer. Hence, never let them feel unheard. Make sure you lend them your ears. Customers will feel acknowledged when you hear them. Empathize with your client.
Always Ask
While talking to your customer, make sure your tone is polite. Customers don’t like to be dictated. Ask them about their queries, understand, and then react. Don’t make them feel wrong. Ask them questions until you see the bigger picture. Make them feel you are approachable while asking.
Observe and Understand
After you hear out your client’s problem, try to understand the situation. Observe the key issues and try to find solutions for them. Reflect on the easiest possible solution before enacting it.
React
We often tend to reach a solution quickly and end up missing the main point. Take your time. Make a list of possible solutions while keeping the client’s desired outcome in mind. Pick the most convenient, practical, and easy solution that will be favored by the client.
Confirm or Follow up
Make sure your client is satisfied with the solutions. Keep a follow-up to confirm whether the client is satisfied. If not, assure them that you will reach out to the desired solution soon.
These were the 5 steps to follow while handling any sales objections. If you follow these 5 steps chronologically, you will have a broader perspective on the client’s problems. Also, you will be provided with basic points to work on.
Apart from these, keep an account of the following points:
- Give your client examples of similar cases that were handled by you in the past.
- Make sure you address maximum possible queries. This will make the client feel acknowledged and heard. It will also improve your rapport and help build trust with clients.
- Communicate. Always communicate with your client. This will make the exchange of message clear and loud. It will also increase the transparency between your client and the organization. Communication will help you and the client understand each other’s objectives.
- Know about your services and products inside out before dealing with the client. This will help you address the problem better.
- Help your client understand the service and product. This will lessen the chances of any discrepancy later.
- Discuss the matter with your superiors or colleagues if required. If you get stuck somewhere, seek help from the one in that field. They might help you look at the missing dot.
- Last but not the least, as a sales objection handler, one must always be prepared for any type of conversation. Each client differs from the other and so should your approach. Don’t handle your all of your clients with the same mindset.
