There’s a misconception that inquisitive customers are trying to trick you or don’t trust you. Let’s be clear: if you don’t work with the customer in a way that fits their needs, you actually will have that happen. You’ll break their trust completely.
Here at Service Excellence, we emphasize the great power of questions and inspire our clients to understand that customers are allowed to seek out information from you – the expert. Your responsibility lies in taking the time to actively listen to your customers, learn about their wants and needs and close the sale. Remember: objections and questions aren’t a barrier to your success – they’re an opportunity for you to face a challenge and overcome it.
It’s important to view objections as areas with the greatest selling potential. By paying attention to the areas of your presentation where a customer has objections or questions, you’ll discover the topics that they find most important. It’s not necessary to become defensive or begin mentally preparing yourself for failure when you run into objections but rather use these moments as opportunities. The fact is, once a customer’s objections are overcome, then a close is not far behind.
You’re not alone when you get upset or frustrated after an objection or list of questions. After all, you’re the professional, and you feel like your integrity and knowledge are being called into question.
The good news is, all you have to do is answer their questions and show your professionalism. Don’t be offended — they’re seeking solutions for a want or need. And remember, when you think you’ve given them enough information, give more.
The more objections that a potential client presents, the greater a tech’s opportunity to sell. More objections make for easier selling situations because there’s an opportunity for a more thorough explanation of the areas that are important to the customer.
A technician must be knowledgeable about their company’s services and products in order to successfully overcome objections. It’s also important to remember that the more objections presented, the easier it will be to close the sale after those objections have been identified, explained and overcome.
Inquisitive customers can be some of the best customers because they allow you to show off your knowledge. After all, professionals don’t stop learning when they leave technical school.
So, the next time you’re faced with an inquisitive customer, remember that’s the time to break out all that technical knowledge you’ve spent years acquiring! You are the professional. Be the professional.
Here’s the most important takeaway from all of this: YOU are the key to making the experience great! Train, learn, grow and, most importantly, apply it all!
When a service team has the right perspective and has been trained in handling objections, growth and success naturally follow. Your team will consistently make sales, set leads, sell add-ons and promote service plans.
It’s important to remember that objections are an essential part of the sales process and without them, it’s more difficult to make effective progress. Learn more with one of our lessons specifically devoted to overcoming the most prevalent objections. And remember, here at Service Excellence, we IGNITE THE POWER WITHIN!
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