Objection Handling and Managing Resistance in Sales Situations

The most common episode in the customer acquisition process and account Management is dealing with objections, complaints and resistance.

1. Listen carefully: Make sure you’re listening to the customer’s objections and acknowledging their concerns.
2. Ask questions: Ask questions to better understand the customer’s objections and uncover the underlying issues.
3. Acknowledge and address the objection: Acknowledge the customer’s objection and explain how your product or service can help address the issue.
4. Offer solutions: Provide potential solutions to the customer’s objections and explain why your product or service is the best option.
5. Follow up: Follow up with the customer to ensure they’re happy with the solution and address any additional objections they may have.

Here are some basic guidelines that can be useful from time to time. The essence is to remain aware of your emotions and not to get carried away.

1. Take a deep breath: Deep breathing can help calm your nerves and reduce stress.
2. Remain professional: Maintain a professional demeanour with the customer and avoid responding negatively to the situation.
3. Remain calm: Remind yourself to remain calm and collected, and focus on the customer’s needs.
4. Acknowledge the customer: Acknowledge the customer’s concerns and explain that you understand their situation.
5. Offer solutions: Offer solutions or alternatives to the customer’s problem and explain why your product or service is the best option.
6. Follow up: Follow up with the customer to ensure they’re satisfied with the outcome and address any additional concerns they may have.

What we should avoid while dealing with a key stakeholder in a prospective organisation? For a result-oriented professional, aggressiveness is the greatest enemy to building rapport.

• Avoid being overly aggressive: Being overly aggressive or pushy can turn off key stakeholders and make them less likely to do business with you.
• Avoid taking too long to respond: Taking too long to respond to key stakeholders can make them feel neglected and less likely to do business with you.
• Avoid being unprepared: Being unprepared for meetings or calls with key stakeholders can make them feel that you’re not taking their needs or their business seriously.
• Avoid making promises you can’t keep: Making promises that you can’t keep can make key stakeholders feel like you can’t be trusted.
• Avoid being too salesy: Being too salesy or “pitchy” can make key stakeholders feel like you’re more interested in making the sale than providing value.