OVERCOMING OBJECTIONS

Welcome to Overcoming Objections! Customer objections are usually a request for more information. This lesson will focus on helping the customer service professional to combine open ended questions, and active listening to identify the benefits that the customer is looking for and direct them to the product(s) or service(s) that will best suit their needs, and then articulate the appropriate feature/benefit statements. Welcome Benefits: Improved customer experience Increased Sales

Skills Developed The ability to use open ended questions to clarify a customer’s concern/objection. The ability to clearly articulate appropriate feature/benefit statements to meet the customer’s needs.

Objections Overcoming Objections When a customer raises an objection, it is usually a request for more information. It is important to ask questions to find out what the customer really needs to know in order to make a decision. Members will practice asking appropriate questions and use their active listening skills to determine what the customer really needs and overcome their objections by using feature/benefit statements.

Ask Open Ended Questions What does the customer really need? What questions would help you determine the customer’s true needs? Is this the right product for the customer’s need, or is there a better fit? For a price objection: Is the price really to high, or is the perceived value too low? What questions could you ask to find out? What do you need to know to make sure the customer is getting the right product/service? What type of service or quality is your customer looking for? How long do they need the product/service for? How will they use it? An objection is really a request for more information. Ask more questions to find out what the customer really needs. The questions below should give you some ideas of questions you could ask to get more information.

Using your worksheet from lesson 2, list 3 common objections for each of your top 5 products or services. For each objection, list at least 3 questions that you could ask to determine the customer’s real needs. Before coming to The Gym: Bring your list of objections and questions. Be prepared to address objections from the group for each of your top 5 products/services. Before coming to The Gym: Bring your list of objections and questions. Be prepared to address objections from the group for each of your top 5 products/services. Preparing for the In-Class Session:

Practice Regimen Practice your questions for each of the products/services on your list. See