The way you react to a customer who raises an objection can have a major impact on your sales success. Experienced salespeople acknowledge that they’re not likely to get through any sale without encountering at least one objection. Customers want to make sure they aren’t’ making an expensive mistake. They don’t take objections personally but rather, they consider objections as opportunities to provide additional information to help close a sale.
Consider the way the salesperson responds to a customer’s objection using a five step process.
1) Recognize when an objection has been raised – For example: “I sense there’s something you don’t like about this chair. Tell me what you’re thinking.”
2) Acknowledge and empathize with the customer – For example: “I totally understand your concern about the fabric.”
3) Clarify the objection – For example: “It’s hard to believe that this microfibre which feels so soft and plush will work considering the wear your family will put on it?”
4) Resolve the objection – For example: “Not only will the fabric resist dirt, stains and spills, but…”
5) Check for success – For example: “That’s pretty reassuring, isn’t’ it?”
Furniture purchases can be expensive and it’s normal for your customer to raise objections. Follow the five steps outlined in this article will help you handle the objections and successfully close more sales.
Mike Petersen, PhD, co-founder of The Furniture Training Company, has over 20 years of training experience and would love to help with your company’s training issues. 866-755-5996 or email@example.com