- Appreciate and validate: Handling customer objections directly
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We all get 'em when we sell. Objections from potential customers and current customers. Most often, objections are about price that's too high or at least, price that's perceived as too high. Can you relate?
If you want some great tips on handling objections and selling, my current go-to site for sales ideas happens to be Justsell.com. I not only signed up for the daily inspirational quote via email, I receive a weekly eNewsletter as well.
A recent eNewsletter from JustSell.com discussed handling objections. It suggests that a salesperson should show an appreciation for the objection, rather than become evasive or defensive upon hearing it -- or at least appear as if they are ignoring or criticizing the objection. It's wise to validate the prospect's concerns and directly address the issue.
As I have said before, selling is about solving a potential customer's dilemm or problem. Selling should be solution-based. Directly help a person fulfill a need or desire. Support their buying decision.
Here are some responses that might work. Do you have others you'd like to share? Please do. We can learn from each other.
"I understand you're concerned about price, Cindy, but let me explain cost per use on this biodegradable concentrated detergent. You'll be amazed at how it compares to the competition."
"That's a valid issue, Beth. A few other customers experienced concerns over price at first, but let me show some examples of how the purchase paid off for these customers."
"Robin, yes, I see what you mean. The cost does seem high initially, but when you look at the value over a year's time, you'll probably feel more comfortable with the investment on this air purifier."
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About Susan Julien-Willson
I enjoy attending writing/marketing/advertising seminars and conferences for the inspiration and motivation they provide and I also love participating in a monthly writing group and a book club. On weekends, I am frequently found in the poetry/fiction/business/music sections of Schuler Books, my fave local bookstore, or reading magazines and sipping coffee in their café. You can also look for me on weekends at my family cottage in the summer or movie theaters or the mall in the winter. Evenings and weekends, you might spot me out walking when the weather is warm and sunny, or at the Alticor fitness center a few times a week. I love clothes and jewelry as an expression of my personal style. Because I tend to spend most of my time working, working out, or writing poetry, I don?t do the extent of volunteer work I?d like to, but I have a long list of favorite charities I support, including Juvenile Diabetes Research Foundation, Easter Seals, American Cancer Society, Hospice of Michigan, Gilda's Club, and Habitat for Humanity.