The customer is always right.
But when a customer objects, he's wrong.
How can we straighten him out and not alienate or offend him?
We need a process where we GENTLY but credibly and firmly CONTRADICT him.
We must disagree, but agreeably
To do this I recommend a proven formula that I've been marshalling against objections for years:
(1) Use a transition phrase.
(2) Address the error in the prospect's statement, and
(3) Close the sale.
One transition phrase that is very effective is: "Well, I appreciate that, but "
"You're right" is how this sounds, at first, yet then, you signal a change of direction with "but." You'll buy a little more talking time with the transition phrase, while maintaining good will.
If you don't use a device like this and you simply answer the objection, you will come across as unduly harsh and critical of the customer.
The second step is to address the content of the objection. For instance, if the client says your product costs too much, you explain how it delivers great value or how it really is cheaper to own or use that he thinks.
Finally, you close, which flows naturally and logically from the transition phrase and answer. A close should be simple: "So, let's move forward and I know you'll be pleased, okay?"
So, let's pull this together. Let's say you're selling a coffee service and the customer says, "Gee that sounds too pricey."
"Well, I appreciate that but it actually saves you money because you'll use less of our premium coffee than you're using with your regular brew, so give it a try for 30 days and see what you think, okay?"
Study this 3-part formula and then put it to work, and I know you'll be pleased, fair enough?
Dr. Gary S. Goodman is the best-selling author of 12 books, over 700 articles, and the creator of numerous audio and video training programs, including "The Law of Large Numbers: How To Make Success Inevitable," published by Nightingale-Conant-a favorite among salespeople and entrepreneurs. For information about booking Gary to speak at your next sales, customer service or management meeting, conference or convention, please address your inquiry to: firstname.lastname@example.org health hospital