Objections or Opportunities

How familiar are you with this dialogue?

Potential Customer: “I really like that sofa, but man, I just don’t know if I want to pay that much right now.”

Salesperson: “Ya, I have a couple of sofas that are less expensive. Let me show them to you…”

Unfortunately, this is a very common experience. Because we don’t have confidence in our knowledge and skills, we will do anything just to make a sale. We will simply cave into an objection and move onto another product that may not be what the customer really needs. Remember, you are not there to sell furniture! You are there to make happy customers who refer their friends and family to you.

Remember that when you hear an objection, your customer is really asking you to give them more information. We teach the steps you should use to overcome an objection on our training website, but I am going to give you the first step today. When your customer objects to your solution, the first thing you should do is acknowledge and empathize.  There is a simple formula…

Acknowledge + Empathize = TRUST

This first step is very easy to perform and will make a huge difference in your sales. Here is what a good salesperson would say to the common situation shared above:

Potential Customer: “I really like that sofa, but man, I just don’t know if I want to pay that much right now.”

Salesperson: “I totally understand your concern about cost. I know that this sofa wasn’t something that you thought we would look at today….the reason that I think this sofa is right for…”

Think about how much different this second scenario is from the first. The salesperson isn’t being pushy, but is listening and trying to understand the customer. It is obvious that the salesperson has the customer’s best interest in mind.

Remember, objections are opportunities! Don’t waste them. They are the perfect opportunity to help your customer trust you and the solutions you present.

To learn the other important steps in the process, visit our website and register for our training, www.furnituretrainingcompany.com. Or, feel free to email me at michaelp@furnituretrainingcompany.com.

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