Each of these objections would need to be handled differently. However, you should always remember that an objection does not necessarily mean the sale is over, there is always the potential to turn it around!
There are three steps to handling objections:
1. STOP Listen and watch the customer for any change in behaviour that may indicate why they’re hesitant. Things to look out for are changes in voice, vagueness or delaying tactics.
2. ACKNOWLEDGE Once you have recognised the objection, the best thing to do is acknowledge it to the customer, this will ensure them that you’re not going for the ‘hard sell’. Useful comments include:
“You’re not quite sure about this, are you?”
“I can see something’s not right, what are you unsure about?”
3. ADDRESS The customer will hopefully give you a response that steers you in the right direction of handling the objection. Addressing the objection can be done by empathising with the customer and then asking further questions to find out what they’re looking for. Another way of addressing the objection would be to reassure the customer, point out every positive aspect of the product to them and make them feel confident and happy in our products.
12 - Customer Service Training Guide