Need analysis
This technique helps you discover what emotional trigger is behind a customer’s objection.
probing questions
This concept means people are more motivated by avoiding losses than by potential gains.
loss aversion
"I don’t watch that much TV." Which psychology tactic helps you with this objection?
reframing
A great probing question to use when selling TV services to someone who thinks they’re fine with just internet.
"Do you do any streaming?"
This tactic shifts the conversation away from price by emphasizing the long-term emotional benefits of a purchase.
value framing
A customer says, "I don’t need security, I live in a safe neighborhood." Which psychological concept explains why they think this way?
optimism bias
This psychological trigger taps into the fear of being left behind or missing out on something exciting.
FOMO (Fear of Missing Out)
A customer says, "Nothing ever happens around here, so I don’t need security." What is at play here?
optimism bias
This principle shows that people trust products or services that others are already using.
social proof / Jones Effect
This technique works by reminding the customer of how the purchase will improve their status, making them feel important or successful.
appealing to ego or status
This approach helps customers understand they’ve overlooked an important need when they believe they don’t need something.
reframing
In cases where we are raising the customers price with security, in what ways can they actually save money elsewhere?
Home Insurance
A customer says, "I don’t need more channels." What tactic highlights the downside of not upgrading?
loss aversion?
A customer is on the fence about upgrading TV service. What would you use to convince them?
pleasure-based appeal
This form of social proof uses expert endorsements to increase credibility and trust in your product or service.
authority bias
When customers are unaware of a potential problem, this questioning technique helps reveal unmet needs they haven’t considered.
problem awareness questioning
In cases where we may be raising the customers services by adding TV, in what ways can we lower their costs elsewhere?
Lowering Mobility costs / Lowering Streaming costs
A customer says, "I can always buy later." Which psychological technique should you use to handle this objection?
creating urgency
This tactic helps customers see the value of what you’re offering by comparing it to their current spending habits.
price anchoring
Customers are more likely to trust a company that is transparent about potential drawbacks. This strategy builds credibility.
acknowledging flaws
When customers downplay how much they’ll use a product, this tactic helps them realize they’d use it more than they think.
underestimating use
This psychological principle involves highlighting what customers would lose by not acting today, increasing their urgency to buy.
scarcity principle
A customer says, "I don’t want to pay for extra security features." Which strategy helps them think long-term?
future costs
You’re dealing with a customer who insists they don’t need TV or security services. Which psychological concept shows them they’re underestimating the value these services could bring to their lives?
Pain-Pleasure Principle
When customers are asked to make small, easy agreements first, they are more likely to commit to a larger purchase.
foot-in-the-door technique