{"id":3217,"date":"2016-03-08T11:29:48","date_gmt":"2016-03-08T16:29:48","guid":{"rendered":"http:\/\/challenger.com\/?p=3217"},"modified":"2017-09-15T17:13:59","modified_gmt":"2017-09-15T21:13:59","slug":"dealing-with-objections","status":"publish","type":"post","link":"https:\/\/challenger-old.operaticsites.com\/fr\/dealing-with-objections\/","title":{"rendered":"The Key to Dealing with Objections"},"content":{"rendered":"
<\/div><\/div><\/div>

HOW TO STAY OUT OF THE DOGHOUSE AT WORK AND AT HOME<\/h4>\n<\/div>

Whether you\u2019re a sales person talking to a potential customer, a customer service representative dealing with an irate account or a truck driver dealing with a disgruntled Ops Manager, the simple fact is that at some point in time ALL of us are bound to have to deal with some sort of objection at some point in time.<\/p>\n

Recently, twenty people from Sales, Traffic, Operations and Logistics participated in a training seminar from Northbound Learning Inc<\/a>. that taught us about how to deal with objections. Having taken this course previously, I understood the value in it and I was looking forward to the refresher and seeing how we could apply the techniques at Challenger.<\/p>\n

The following is an easy system you can use to overcome most objections. By applying this system you should be able to identify and deal with the real problem, avoid arguments, reduce stress, build credibility and trust, and open closed minds to see issues in a new light. Here are the 6 steps:<\/p>\n

\n

LISTEN \u2013<\/strong> Stay cool. Focus on what the person is saying and determine what the objection is about: what the REAL issues are and if they\u2019re valid. Also, try to find out if there is anything that they\u2019re not saying.<\/p>\n

ANALYZE \u2013<\/strong> Determine the type of objection and think about your potential response given the information you hear. Stay silent at this point, and figure out if the objection is real or just a stall (ex: service failure vs. I\u2019m too busy to talk). Try to find out what caused the objection and if there is a quick fix or if it\u2019s more complex.<\/p>\n

SUPPORT & ISOLATE \u2013<\/strong> Don\u2019t get your hackles up at this point. It\u2019s important to put yourself in the customer\u2019s shoes and recognize their right to object and have their opinion. By letting them know you acknowledge and understand their concern will reduce tension. The key is to make sure you do not jump to an immediate rebuttal or challenge, which will make things worse.<\/p>\n

CLARIFY \u2013<\/strong> You\u2019ve Listened, Analyzed, Supported & Isolated. Now what? Make sure you learn specifics. Understand the important details. Gather any more information through gentle probing and questions. Also remember that your body language plays a big role and ensure you are non-threatening. Lastly, be sure you are aware of and comprehend all issues.<\/p>\n

RESPOND \u2013<\/strong> At this point, assuming there is no legal issue at hand, or similar escalation of is not needed, try to handle the objection by reframing the issue in terms of the importance in the grand scheme of things (if valid) , offering proof, clarification or explanation for what has happened or what you are doing. Be sure to try to update incorrect data, open minds to larger issues and look to change perspectives. Again, tone and body language are key.<\/p>\n

VERIFY \u2013<\/strong> Finally (and this is a part that many people forget), be sure that you verify you have solved the problem. If you haven\u2019t, go back to step 3 (Support and Isolate) and try again. It\u2019s key that the customer leaves satisfied and that you have overcome their objective!<\/p>\n<\/blockquote>\n

By handling a tough objection well, good things happen and new opportunities arise. The other great thing about this advice is that this not only works at your job, it also works at home. So, the next time you have a \u201cdisagreement\u201d with your spouse or child at home, try out these techniques. You\u2019ll find that the results will be surprising. More than that, they may save you lots of grief and time spent in the doghouse!<\/p>\n<\/div>

Nevil Corbeth
\n<\/strong>Regional Sales Manager
\nChallenger<\/p>\n<\/div>

<\/div><\/div><\/div>
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