Working with objections in sales is one of the main skills that a professional marketer should possess. Especially often such a problem is encountered in the process of making cold calls. A potential client is often not set up to conduct a conversation, so objections from his side are common. An experienced call-center operator knows what to answer to interest the consumer.
Why the customer objects
Even if the contact with the consumer is established, he perceives information well, shows interest – in most cases it is impossible to avoid objections from his side. Working with a problematic customer requires special skills and abilities from the operator, an untrained person is unlikely to cope with the task. There may be many reasons why a customer objects: he is in a bad mood, he is not satisfied with the offer or price, he wants to bargain, or simply used to leave the last word to himself.
Objection in the sale of anything is common. To correctly respond to the objection, you do not need to look for a convincing argument. It is important to remember that the perception of the client and the operator may differ significantly, and the argument will not always be convincing for both. You should always respond to any objection from the customer, even if the answer does not seem strong enough. Answers should be given with small pauses: if the client feels that he is answered according to a premeditated pattern, most likely he will stop further communication.
How to communicate correctly
It is recommended to add jokes to the conversation, compliment the client, use small digressions from the main topic of conversation. And call center outsourcing is suitable for this purpose as best as possible. Let’s consider some answers to customer objections from real conversations of professional operators:
Method one – counterargument
Client: “Too expensive.”
Operator: Yes, but our product/service is of the highest quality.
Customer: “I’ve seen negative feedback.”
Operator: These are exceptions, there are many more positive reviews.
Customer: “Delivery is too long.”
Operator: It is possible, because we have a wide range of goods in stock.
Method two – comparison
Customer: “Too expensive”
Operator: Let’s try to compare (comparison of the volume of batches, the possibility of postponement, payment terms, assortment, etc.).
Method three – paraphrasing
If the consumer says that “it is too expensive”, the operator asks a counter-question with an affirmation at the end of it. For example, “Do I understand correctly that if you are convinced of the higher quality of our services/goods, you will use our offer?”.
The above methods of working with objections work almost always, if their use is appropriate. That’s why it’s better to entrust this work to professionals. An untrained person will not be able to effectively resist the objections of the client. Especially if the work with objections in sales by phone. The operator must feel the intonation of the potential customer, the change in his mood, to be able to adjust to each individual client.
