It is part of the salesperson’s routine to face consumer objection situations, regardless of the sales stage. When you lack domain or waist set to circumvent an objection, the seller may end up losing your sale. This causes some frustration for the salesperson as it impairs their results at the end of each month and causes disruption to their ability to negotiate and perform their professional role. Given this scenario, who is a salesperson needs to learn to deal with the objections, doubts, demands and needs of each consumer. Want to learn some techniques to avoid being frustrated and negotiate better with difficult customers?
1. Find out why the customer needs to think more calmly and time
You are negotiating with your client when he says, “I need more time to think.” Faced with this situation, you have two options: let the customer think, and perhaps come back or help you think. Your role as a seller is not just about selling. It is part of your routine to help consumers identify needs that they often don’t even know they have. When the consumer has questions about the product, say a Franck Muller watch, or service or is not convinced to make the purchase, he uses the “I will think” argument. Without being intrusive, ask the consumer what they need to think about and offer their help to think together. Did you identify the objection? Respond with your arguments and continue the selling process.
2. Avoid leaving to send information only after
The consumer, in many cases, dismisses the seller with the order to send the required information later. It’s okay to send extra information later, but you should prevent the contact from summarizing it. After agreeing to submit the information, ask questions to the customer about the product or service. Ask if there is anything specific they would like answered, and direct the conversation to the conviction that your product or service meets their needs.
3. Learn how to justify the price of your product / service.
Some sellers do not know how to react when the consumer shoots a “Your product is too expensive!”. If the customer knows the true benefits and differentials of what you are selling, this will not be a frequent objection. To avoid this, absolutely clarify and reinforce all the advantages, benefits, exclusives and other arguments that justify the price of your product. When you can add that kind of value to the product, price is no longer a drag.
4. Listen more and talk less
As much as you need to be good at lip service, you should avoid creating a false intimacy with the consumers you serve. Don’t try to serve the consumer by talking too much and trying to convince them at any cost. Listen to your consumer to truly know what their real needs are.
5. Don’t confront your consumer
In the face of customer objections, never take a reactive stance. Listen carefully to what the consumer has to say and take care of your body language so as not to show that you are feeling upset. In the face of objections, say that you understand the customer’s point of view and try to come up with an alternative that is pleasing to both parties.
6. Never push the blindfold
You are not the owner of the truth and when you try to push the sale anyway, the consumer will feel embarrassed at ease. Always go the path of benefits and advantages, using relevant arguments to try to convince him.
7. Record everything about your customers
Do you know your customers well? Record the contacts you had: conversations, meetings, objections, compliments and criticism. When we know our customers better, we are more likely to be able to complete a sale.
Customer objections should be viewed by you as opportunities. Through them you discover what is missing to close a sale and learn how to hone your arguments in future negotiations. Good luck!