Call Center Philippines

Managers just hate it when their agents can’t “overcome” objections.

When writing an article many years ago about “Overcoming Objections,” it occurred to me that customers do not like salespeople who make them feel wrong or stupid. Agents are trained in pointing out how wrong customers are. What’s wrong with this picture?

Sadly, some salespeople think it is their job to point out the mistakes of the customer, declare the stupidity of what the customer is thinking and then when the agents don’t “win,” they lose their self-esteem and wonder why they can’t succeed in “overcoming” objections. As leaders, why don’t we fix this?

When salespeople lose confidence in themselves, they start making up reasons why customers don’t want to buy and managers pull their hair out .

Agents need to learn what works and what doesn’t work when the customer says “no” or “maybe.” Sometimes no means no.

Here are the Ten Things to Remember About Overcoming Objections:

1. Know the difference between a “no” and “I’m not sure.”

• Be sure your agents know if the customer has a different opinion or a serious money problem.
• You must fix the real issue, not just brag and “overcome” it with clever words.

2. Be prepared for the top-four objections.

• Money: The price is too high, the payments are not easy, the shipping is too expensive.
• Need: The customer has too much product or it doesn’t fit the customer’s needs.
• Time: The time isn’t right, later is better, sooner is worse.
• Person: The last encounter with an agent was not a happy one.

3. Give agents correct responses or “what to say” (scripts) to the top-four objections.
Write responses and read them, re-read them out loud and test them on others to be sure the responses don’t make the customer feel wrong or stupid in any way, not even in the slightest ways, i.e.: “Mr. C, wouldn’t you like to save 20 percent on our new service?” Mr. C: “No, I like to pay 20 percent more than anyone else because I’m stupid …” The question looks innocent … but … see what I mean?

4. Learn to acknowledge every objection.
Concerns of the customer are real! They are not just objections to be overcome…they are problems, issues and ideas that the customer needs to clarify before deciding what to do.

5. Use easy acknowledgments, the ones that are easiest to say.
“I got it!” “I understand.” “Money is so important.” “That’s a real issue we can address right now.”

6. Define all words used in teaching or training agents in these subjects.
Objections (What are they — a misunderstanding, concern?) (Acknowledgments — Consideration, letting the customer know you heard, you understand, you are concerned as well). Check the dictionary.

7. Change the word “overcome” to “handle” because overcome means to defeat.
You do not want to overcome, defeat, win-over, beat up your customer.

8. Always use the name of the customer.
Use it in any statement about money or anything that is difficult or could possibly cause any upset.

9. Anything you resist will persist!
So, that means give up your resistance to objections — consider them part of the job; help customers understand what’s in it for them, not you, and instead of making customers feel wrong or stupid, you will make them feel right and smart to do business with you.

10. Handle the objections – do not overcome them.
You can keep that customer for life.

By Judy McKee, www.TYCCPRO.com, McKee Consulting LLC, author of Maximizing Customer Contact, Script Writing for Effective Telemarketing, Sales Survival Guide, The Positive Coach Approach.