ted baker 1 | Page 33

Each of these objections would need to be handled differently and each customer would need to be handled differently, this is why it is so important to read the customer's body language! 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 an objection:

1. STOP: Listen and watch the customer for any change in behaviour that may indicate why they are hesitant. Things to look out for are vagueness and delaying tactics.

2. ACKNOWLEDGE: You cannot turn things around if you do not acknowledge the problem. Acknowledging the objection will ensure the customer that you're not going for the 'hard sell'. Phrases you could use at this point in the sale are:

"You're not sure about this, are you?"

"I can see something's not quite right, tell me what you're unsure about?"

3. ADDRESS: The customer should have given you a response which should steer you in the right direction to handling the objection. You must empathise with the customer and ask further questions to find what they're looking for. Another way to address the objection would be to reassure the customer and point out all of the positive aspects of the product, without being pushy.