11 - Customer Service Training Guide
Handling Objections
During this stage of the sale, listening and reding the customers body language is very important.
There are four main reasons why a customer chooses not to buy our products. It is important to understand these reasons so that we can help our customers make the right buying decisions and overcome any barriers to the sale. The main causes for objections are:
NO TRUST If the customer does not trust the sales erson they're less likely to buy. You may not seem like you are being honest throughout the slle or they do not like the soure (the company).
NO NEED If the customer does not feel a need to purchase the product.
TIME The customer may feel it is taking too long to find what they're looking for. They may not be in a hurry to buy.
PRICE The product may be out of the customers price range, they may not be looking to spend that much.
FEATURES The customer might dislike certain features of the product, for example, the colour or the zip.