Lesson 5: Handling Customer Objections

See if you can come up with some possible meanings and a response to the following customer statement before you click on the tabs below.


 
“I need to think it over.”
(or other stalls)
  • Unspoken fear of the risk.
  • Thinking that the price is too high.
  • Not the real decision maker.
  • Summarize what they have already agreed to.
  • Assure of the value.
  • Ask to meet with other stakeholders in the decision.


For advice on how to handle the most common objections, watch the video below.



Handling concerns involves five steps:


Careful Listening–Do not interrupt the customer.


Understanding the concern–Repeat the concern in your own words to check understanding.  Ask questions to assure that you do understand.


Responding–Say why you agree with the concern or not.  Respect the customer’s concerns.  Alleviate the concern if possible.


Confirm–Ask questions to know if you both agree that the concern can be addressed or not.


Continuation–Continue with the presentation, finalize the sale, or agree that this is not the right purchase for the customer.