Objections in Disguise
This is when a customer expresses hesitation or concern but is still open to further discussion
What is an objection?
This response focuses on explaining how the product or service can directly benefit the customer’s situation
What is addressing the value proposition?
This involves staying calm and not reacting emotionally when a customer becomes upset."
What is remaining calm and composed?
When a customer raises their voice or uses harsh language, this might indicate this.
What is an emotional conflict trigger?
A customer says, 'I don’t think this service is worth the price, but maybe if there’s a discount, I’ll consider it.
What is an objection based on cost?
A customer says, 'This seems like a lot of money, and I’m not sure I need it right now.
What is an objection based on perceived value or need?
When a customer is concerned about price, this approach might include highlighting available discounts or payment options.
What is offering a solution or incentive to overcome the cost objection?
This method involves listening actively to the customer’s concerns without interrupting them.
What is active listening?
A customer repeatedly saying, 'This is ridiculous, I’ve already explained this!' could be a sign of this.
What is frustration or an escalating conflict?
A member says, 'I’ve already used this service twice, and I’m still not happy with the results.
What is an objection based on dissatisfaction?
This is when the customer claims they're satisfied with their current service and doesn't want to change.
What is an objection based on loyalty or comfort?
This tactic involves acknowledging the customer’s concern and then providing a reassurance based on your expertise.
What is empathy followed by a solution-oriented response?
When a customer says, 'This is your fault, and I’m never going to use your service again,' this is an example of this type of conflict."
What is an emotional conflict or a breakdown in trust?
This happens when a customer rejects every solution offered and continues to focus on their negative experience.
What is a closed mindset or entrenched conflict?
The customer says, 'I’m frustrated because I’ve been on hold for 30 minutes and haven’t gotten a clear answer.
What is a conflict due to frustration and poor service experience?
The customer says, 'I’m not sure if I want this because I’ve had bad experiences before.'
What is an objection based on past experiences?
When a customer says, 'I don’t have time for that,' the best response is this: 'The time you spend now will help you when you save time when you need help"
What is offering convenience or a time-saving option?
This involves recognizing when a situation is escalating and seeking help from a supervisor or manager."
What is escalation management?
When a customer insists on talking to a manager or supervisor without allowing further discussion, this may indicate this type of issue.
What is a high-conflict situation or a need for intervention?
A member says, 'I’ve been a loyal customer for years, and now you’re raising my rates. I feel like you’re taking advantage of me
What is a conflict based on a perceived betrayal or unfair treatment?
When a member says, 'I’ve been with you for years, and I’ve never needed that. Why now?
What is an objection to perceived unnecessary change or lack of understanding?
The strategy where you ask questions to better understand the objection and find a personalized solution
What is probing or clarifying to uncover deeper needs?
This technique involves finding common ground and proposing a win-win solution that satisfies both parties
What is collaborative problem-solving or conflict resolution?
When a customer makes personal accusations about your company or team, rather than addressing the issue at hand, it’s likely a conflict driven by this.
What is a personal attack or perceived violation of trust?
A customer says, 'I have had nothing but issues with your service and am prepared to leave if this isn’t resolved immediately.
What is a conflict requiring immediate intervention and resolution?