Process based scenarios (role

plays)

I’m not interested!

If the customer states the above statement at the start of the call or even before you do a presentation of your product, you need to check your rate of speech/tone.

You have to build a good deal of rapport with the customer.

You also need to check with the customer as to why he/she is not interested, probe the customer to find the reason behind why he/she is not interested.

You need to use rebuttal statements such as “Sir/Ms help me understand the reason as to why you’re not interested…. Because everybody said just the same thing at the beginning but when they actually listened to what I had to say they were more than glad to buy the product and even thanked me for it at the end.

I’m Busy right now! The customer could use the above

statement to avoid your conversation or the customer would definitely be busy at that point of time.

At situations like these use a polite tone and check with the customer if he/she could spare a few minutes…

Use statements such as “Sir/Ms if you could just spare a few minutes of your precious time I would quickly explain as to why I have called you today!

Or if the customer does not want to spare a few minutes, quickly ask the customer a specific/comfortable time you could call back, thank the customer and hang up quickly….

Call me back! When ever a customer requests you

to call back, ensure that you check the level of interest the customer shows towards your presentation.

Put in efforts to convert the call into a sales call but if the customer persists that you call later, always keep the customer excited about your product by making him feel that there is a lot more about your product he has to know.

Use statements like “I will definitely call back so that I can explain to you the added benefits and advantages that this product can give you”

I need to consult my family (wife/husband/father/mother…)

If a customer uses the above statement you can use statements like-I completely understand this is an important decision to take, I’m sure that when you buy this product your wife/husband/father/mother… know about it, they would be surprised and happy that you have invested your money on the right product.

I would call you and let you know if I need it.

Usually when a customer uses the above statement, he/she is simply not interested and is just trying to avoid you, at a situation like this always use a polite tone and use statements like…..

“I would be more than glad to take your call Sir/Ms but since this is an outbound department I would not be able to take your call”

but I would be more than happy to call you at a convenient of yours…. please let me know as to what would be a convenient time and I’ll ensure that I call you back.

…. also try to buy time from the customer so that you can complete your product presentation and make a sale.

I already have something similar to what you’re selling.

Congratulate the customer when he uses the above statement since he already knows the importance of the product but let him know that your product has a lot more to offer.

You need to probe the customer about his/her product details such as features, benefits and advantages. Match the USP’s of your product to the customers needs and convince the customer.

I don’t think I can afford it/the price is too high…

Customers use the above statement only when they are not clear with all the

USP’s of your product. They need to know that your product has all the qualities that no other

product has, and that there is always a small price

attached when it comes to quality.

I don’t have my credit card with me right now….

A customer who says that he is not carrying his card sometimes says so only to avoid the sale.

Sometimes it may be true that he is really not carrying it, at a situation as such you need to ensure that you probe the customer and check if his family members can help him with the credit card details, or you can ask him for a suitable time to call back and get the details.

I don’t trust you I don’t want to give you my bank details?

When a customer is not convinced or sure about your product he would use such objections.

Always ensure that the customer is completely satisfied with the product and then try to close the call never try to push a sale.

You can also use statements like…. “Well Sir/Ms we at ….company understand that your time is precious and would not call you if this product wouldn’t benefit you, besides you are one of our potential customers who we would not want to loose.. We would ensure that all your details would be kept strictly confidential.

How can I be sure that you are calling me from the respective company?

Always build trust with your customers, being professional and confident on calls builds trust.

Let the customer know about the details of your company and give him/her your name in a confident tone which makes them believe you.

Use positive cues to ensure customer feels comfortable to give his details, never sound demanding but sound assertive.

I don’t think I need this….

A disinterested customer would usually come up with a line like this. He will say this even before they have heard what you have to offer!

Don’t force yourself on the customer. Just let them know what you have to offer and how it will benefit them. Make them see how the product will be useful.

I’m not convinced…

These customers are people who need in-depth convincing about a particular product.

If they are unable to see the benefit of it, they will directly refuse. For these customers, you need to be well prepared with product knowledge and additional questions as well.

Out of the box thinking is a requirement in such cases. Once you have convinced a person like this, they will be a loyal customer for life.

I think I’m interested but can you explain a little more in detail…

The first part of your presentation has worked! Now clinch the deal. Make sure you give the customer just what they want and nothing more.

Be precise and to the point and present in a manner that is appealing to the customer.

Sure I’m interested talk to me…

The customer is all ears to listen! Make use of the

opportunity. Make sure not to bore them or make

them lose interest.

But company x offered me a better deal than yours……

This is a customer who is trying to get the best deal/value for their money. They would like to see whether you will stretch your benefits in order to get them as your customer. This is a time when your convincing and presentation skills are put to the test.

Even if the other company is offering more than yours, you must be able to convince them of the benefits of your company ( value for money, reliability, service etc..)

Are you trying to sell me something…..

The answer is “Yes”. Do not beat around the bush with such customers. Make sure you do not waste their time. Be precise, present and make the best of the opportunity.

Why do guys keep calling me….

This customer has been a victim of a lot of calls for sales, credit cards etc…. . On a call like this, you have very little time to convey your message. Let them know that you appreciate them taking time to listen and make it quick. Even if it just a brief description of the product, ensure it stays with them and by the end of your presentation, they want to know more.

This customer has been the victim of many a phone call from not very useful services or products. Ensure you keep a polite tone of voice with this customer and be a good listener. Here is a need for precise communication again. Make it short and sweet and get your point across.

I like the deal but I want something in black and white to read first……

This is one cautious customer! They will make no deal unless they see it in black and white! If you have any documentation to offer, do it immediately.

The other alternative is that your presentation should contain all that they are looking for in the documentation!

What do I need to do to get your product?

Here is a wonderful opportunity for you to be able to present your service. Give them the direct methods.

Also offer them the alternate methods ( e.g. payment modes, contact via phone/email)…

CUSTOMERS ARE LOOKING FOR GOOD SERVICE ABOVE THE

PRODUCT. IF THEY ARE ASSURED GOOD SERVICE, THEY ARE YOUR

CUSTOMER’S FOR A LIFETIME!

Now lets get started!!!