How To Overcome Objections From Customers?
During the ‘presenting options’ stage, you may sense that the customer has some objection to the offering. You will want to know what the objection is because it may not be well founded.
Customers may not know as much as you do about your product. Sometimes the customers’ objection is based on an incorrect assumption the customer is making. It is up to you to determine what the objection is and then overcome it.
Of course, if the objection is clear (“I don’t like the color!”) move on. But if the objection is not clear, you need to ask questions to find out how to get to the bottom of it.
For example, the customer may be looking at a suit you have presented and they seem unsure about it. You need to find out what it is that they do not like about the suit. You cannot continue presenting options that are not suitable. That is a waste of everyone’s time.
In a case like this say something like “You’re not sure about this one? What is it that you don’t really care for?” Perhaps the customer will say “I’m not sure about this fabric.” At that point you have the perfect opportunity to respond with all of the positive information you have about the fabric of that particular suit.
If the customer responds favorably to what you have told him/her, then you have successfully overcome the objection. If not, you need to find out more about the fabric the customer is looking for and then find a more suitable item.
Sometimes the customers’ objections cannot be overcome. You will have to present more options. The important thing to remember is that by trying to overcome the customers’ objections you are offering a service to your customer by providing information that they do not have about the product you are presenting.
If this is done properly, the customer will understand that you are trying to help rather than trying to ‘push’ the
product on them.
Never continue trying to overcome a powerful objection that the customer obviously has no intention of changing. If you continue to try you will become annoying.
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