Common Objections
What is the most common objection related to pricing?
It’s too expensive.
What technique involves repeating back what the customer has said to show understanding?
Active listening.
In a role-play, how would you respond to a customer who says they found a cheaper option?
Let’s compare the features and benefits to see what’s best for you.
What should you always do before responding to a customer's objection?
Listen actively to fully understand their concern.
What recent developments in AT&T Internet services might alleviate customer concerns about speed?
Introduction of fiber-optic technology.
What objection might a customer have regarding service reliability?
I’ve heard there are frequent outages.
What is a useful question to clarify a customer's concern?
Can you tell me more about that?
What is a good way to handle a customer who is hesitant to switch from their current provider?
What do you like most about your current provider, and what would you like to improve?
Why is it important to remain calm when faced with objections?
Staying calm helps maintain a professional demeanor and builds trust.
What are common features customers value in internet service?
Speed, reliability, customer support, and price.
What do customers often say about long-term contracts?
I don’t want to be locked into a long contract.
What type of evidence can you use to reassure a customer about service reliability?
Testimonials or data from satisfied customers.
How would you respond if a customer says they have heard negative reviews about your service?
I appreciate your concern; let me share some recent positive experiences from our customers.
What is a key benefit of using stories or examples in your responses?
They make your argument more relatable and credible.
What unique selling proposition does AT&T Internet offer?
Bundling services (like TV and phone) for added value.
Which objection reflects a customer's hesitation to commit immediately?
I need to think about it.
What is an empathetic response to a customer worried about price?
I understand that price is a concern; let’s explore the value you receive.
What approach would you take if a customer is confused about contract terms?
Let’s go through the contract together so I can clarify any points of confusion.
What is one way to follow up after addressing a customer's objection?
Ask if they have any more questions or concerns.
Why is understanding the competitive landscape important in sales?
It helps you position your product effectively against competitors.