Objection Overruled
What is the main goal when a customer has an objection?
The goal is to strengthen the relationship by rebuilding their trust and guiding them back to their original goal, not just to save a sale.
What is the very first step in the refund-save process?
The first step is to educate the customer by sharing tips, usage instructions, and realistic timelines for results.
What is the typical customer mindset in Stage 1 (Pre-Delivery)?
The customer may feel uncertain, experience buyer's remorse, or worry about things like shipping delays.
When a customer says the product is too expensive, what should you do first?
First, acknowledge their concern with respect, and then ask questions to understand if the issue is really the price or their confidence in the product's value.
What does it mean to "normalize the experience" when educating a customer?
It means letting them know they're not alone in their feelings or uncertainty, which helps lower their defensiveness.
What does a customer's objection signal?
It signals that the customer feels uncertain, unheard, or disconnected.
What should you offer if educating the customer doesn't solve their issue?
You should offer an alternative value, like a gift card or swapping the product for one that better fits their needs.
What is a common challenge in Stage 2 (Early Use, Day 1-14)?
The customer is in a fragile window where doubt can creep in if they don't see immediate results.
What is the wrong way to handle an objection based on something a friend or blog said?
The wrong way is to challenge what they heard or compete with the other voice.
What is "reframing expectations"?
It means shifting the customer's focus from wanting instant results to understanding the long-term benefits of the product.
What is the first thing you should do when handling an objection?
Start with empathy by acknowledging what the customer has shared to show you respect their concern.
When should you offer a refund?
A refund is the last resort and should only be offered after trying to educate the customer and offering alternative value.
Why is Stage 3 (Mid-Cycle) considered a turning point?
It's a turning point because the customer has been consistent but may not see results, causing frustration that leads them to either recommit or quietly disengage.
What is the right way to handle an objection based on external influence?
Acknowledge their concern, ask what they heard, and then calmly educate them on what makes your product different to offer clarity.
Why should your advice be personalized?
Personalizing advice makes the education feel relevant to the customer's specific goals and concerns, not scripted.
Why might a customer feel dissatisfied in the Early Use stage (days 1-14)?
They may be disappointed if they don't see immediate results or might be unclear about the proper usage instructions.
What is the first refund percentage you should offer?
You should start by offering a 30% refund.
What makes Stage 4 (Long-Term Use) so personal?
It's personal because these customers have invested significant time and commitment, so a lack of results can lead to deep disappointment.
If a customer reports a negative reaction, what is your first priority?
Your first priority is to simply listen and acknowledge their experience to show you take their well-being seriously.
What is a "trial close"?
It's a soft, open-ended question like "Does that help clarify?" to check the customer's understanding and readiness without any pressure.
Why is it important to ask questions?
Asking the right questions helps uncover the real reasons (or "blockers") behind a customer's hesitation.
When can you offer a 50% refund?
You can offer a 50% refund only if the initial 30% offer is not enough to resolve the situation.
What are "floating objections"?
These are concerns like cost, pressure from others, or adverse reactions that can surface at any stage of the customer's journey.
How do you handle a severe adverse reaction differently from a mild one?
For a severe reaction, you must follow the adverse event protocol and escalate it, while for a mild one, you can shift to educating the customer on next steps.
What should you do if a customer hesitates during a trial close?
You should not push them; instead, you should circle back, ask more gentle questions, re-educate, and continue with the standard call flow.