I. Handling I. Handling ObjectionsObjections

• Objections happen for one of Objections happen for one of the following reasons: the following reasons:

– MisunderstandingMisunderstanding

– ConcernsConcerns

– Smoke ScreenSmoke Screen

The ReasonsThe Reasons• MISUNDERSTANDING

– The customer doesn’t understand the facts or didn’t hear a benefit already mentioned.

• CONCERNS– The customer doesn’t see the benefits of

your proposal or believes something is needed that your recommendation doesn’t offer.

• SMOKE SCREEN– The customer may be using the objection as

a bargaining ploy or may have decided not to buy, but does not want to tell you.

WAYS OF WAYS OF OBJECTIONSOBJECTIONS

• VERBAL– It ‘s too expensive– Delivery at that date means we will

have to hold up production– That ‘s not consistent with our plans

• NONVERBAL– Returns LBL/Reports you have shown– Shakes head no, pushes chair back

from table– Lack of attention or concentration– Silence

T I P ST I P S• If customers doesn’t object, there is no

need for the efforts of the salesmen.

• Objections doesn’t necessarily mean loosing the current situation.

• You should never allow an objection to lead to an argument.

• You should stop defending yourself against the objection and should turn it to a positive pitch with your own product.

STEPS OF HANDLING AN STEPS OF HANDLING AN OBJECTIONOBJECTION

• Paraphrase to show understanding. • Refine vague objections to something

specific, something you can handle it. • Press for specifics to clarify the concern. • Respond with appropriate facts and/or

benefits – You should always be prepared for objections

by:

• Product knowledge

• Knowing competitors and their products

• Knowing customer’s needs

II. HANDLING II. HANDLING COMPLAINTSCOMPLAINTS

• Complaints are common to very business.• People make mistakes, suppliers and

customers alike can be wrong. • It is certain from time to time complaints

will be made.• What is less certain is how they will be

dealt with. • How complaints are dealt with mark out

the well run organization from the rest, it also sorts out the professionals from the amateur s.

The Six Stages to Handle The Six Stages to Handle ComplaintsComplaints

1. Listen

2. Sympathize

3. Don’t Justify

4. Ask Questions

5. Agree a course of Action

6. Check the Course of Action

The Six Stages to Handle The Six Stages to Handle ComplaintsComplaints

1. Listena. Some people face complaints by not

listening.

b. They just don’t want to get involved and they think deafness is the way out.

c. This is the worst situation which turns a minor incident or fault to a major tragedy.

d. So, listening is very important, getting the details right first time is vital.

e. Listening will help to diffuse the persons temper and give them the impression that you are going to resolve the issue.

The Six Stages to Handle The Six Stages to Handle ComplaintsComplaints

2. Sympathizea. The cause of the complaint has properly

given the complainer a considerable amount of personal grief already.

b. So, you are dealing with someone in an emotional state.

c. Therefore it is essential that the first words the customer hears are words of sympathy.

d. Your expression of sympathy needs to be limited.

The Six Stages to Handle The Six Stages to Handle ComplaintsComplaints

3. Don’t Justifya. A complaining customer is not looking for

the reason behind the mistake.

b. So, don’t justify by telling excuses. Saying; “This happened because …” will make him more angry.

c. Just stick to the facts.

d. Keep off what happened in the past and focus on what is going to happen now.

You listened to the client, allowed him to let off steam. You got the details down correctly and sympathized with the inconvenience. You avoided the justification rap.

Now you have started to put Now you have started to put the customer in a frame of the customer in a frame of mind to seek a solution. mind to seek a solution.

Your next stage is to Your next stage is to ask questionsask questions

The Six Stages to Handle The Six Stages to Handle Complaints NowComplaints Now

The Six Stages to Handle The Six Stages to Handle ComplaintsComplaints

4. Ask Questionsa. This will give you more detailed

information about the specific complaint.

b. This will allow you to see a way through to a possible solution to the problem.

c. Open ended questions are your tool in this stage.

The Six Stages to Handle The Six Stages to Handle ComplaintsComplaints

5. Agree a course of Action a. Anyone who complains wants an answer.

b. You have to find a solution which is satisfactory as far as the customer concerned and also satisfies your company work rules and policies.

c. From both points of view a satisfactory course of action has to be agreed upon.

d. It should includes what is going to happen and by when.

The Six Stages to Handle The Six Stages to Handle ComplaintsComplaints

6. Check the Course of Action is carried out

a. It is vital from your point of view that if you agreed with the customer that something would happen by a certain date and time.

b. You have to check that it has happened.

III. THE AWKWARD III. THE AWKWARD SQUADSQUAD1) The Angry Customer

– He can turn an unpleasant little incident to an unpleasant big incident. a. Stay cool

b. Apologize for the specific inconvenience only

c. Take an immediate action to put it right

d. Tell the customer the action you are taking

e. Keep the conversation off the past and guide it towards the future.

III. THE AWKWARD III. THE AWKWARD SQUADSQUAD

2) The Talkative Customer– They are talking too much in

irrelevant matters (most properly old people). a. Don’t show you are board

b. Don’t interrupt

c. Use every conversational gap to guide the conversation back to business.

III. THE AWKWARD III. THE AWKWARD SQUADSQUAD

3) The Rude Customer

– He is rude by nature, he is rude to everyone and not just to you. a. Ignore his rudeness

b. Remain detached

c. Keep a professional distance

d. Stay cool

e. Keep Smiling

f. Avoid a sarcastic tone or manner.

III. THE AWKWARD III. THE AWKWARD SQUADSQUAD

4) The Superior Customer

– He loves displaying his superiority and making other people feel small. a. Don’t assume that he or she has

more knowledge than you

b. Don’ ask his/her judgment

c. Wit praise and complements you will be able to lead her/him to many buying decisions.

III. THE AWKWARD III. THE AWKWARD SQUADSQUAD

5) The Silent Customer

– He don’t want to be bothered by sales people or other customer contact staff a. You need to ask questions

associated with the merchandise he is looking at.

b. If he insist to stay silent, don’t annoy him, leave him alone (while keeping your eyes on him).

III. THE AWKWARD III. THE AWKWARD SQUADSQUAD

6) The Suspicious Customer – He checks and double-checks

everything because he wants to test your authority and reliability, your organization, your products, services and of course, you. a. Patience is the key to handle this type of

customers

b. The other key is knowledge

c. Don’t claim that you have knowledge which you don’t have … you can't fool people too much.

Handling difficult Handling difficult customers is like customers is like removing obstacles that removing obstacles that block the customer path block the customer path to be a committed “long-to be a committed “long-term” loyal customer. term” loyal customer.