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Podcast: Handling Objections – Multiple Bids

By Service Excellence Training Podcast: Handling Objections – Multiple Bids
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This week on the podcast Chris Elmore and Chris Loudermilk continue their discussion on handling objections. Specifically, this week they discuss how to handle the “multiple bids” objection. For technicians this can sound like “I need a second opinion.” 

The multiple bids objection is best handled by doing a great job on PRESS. If you’ve done that, the next step is to use the LEAP method. Here’s one way to handle the multiple bids objection using LEAP:  

L – Listen 

Listening involves paying to attention to What the customer is saying, but also to their tone and their body language. This will let you know if there is something behind what they said.  

E – Empathize 

Empathizing means show the customer that you understand their perspective and letting them know how or why you understand. Do not agree with the customer rather show them that you understand. 

“Maggie, I understand you want to compare us to other companies just to make sure you’re getting the best widget and the most value.”  

A – Ask Questions 

Next, ask a question that helps you determine if “multiple bids” is a smokescreen or the true condition. A smoke screen is something the customer says to hide the true condition. The true condition is what must be met or satisfied in order for the customer to proceed.   

“Maggie, other than price what would you be using to compare us to these other companies?”  

P – Problem Solve 

Once you’ve discovered the true condition, only then can you start to problem solve. If you discover that this is a smokescreen then you use LEAP again to handle the next objection. For multiple bids, the problem solve may be to set a strong follow-up appointment. It could also mean that you have to review warranties and guarantees.  

This is just one possible sequence of LEAP when handling the multiple bids objection. remember that the best way to handle any objection is by doing a great job at PRESS. Stay tuned to the podcast for the next several weeks as we will be discussing more ways to handle objections using LEAP. Please send us any objection situations you would like us to review on the podcast. Thanks for listening and subscribing to the podcast!  

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