Being Sensitive

Like so much of what impacts the sales process, it's how you do it that matters most.

When you deal with the client's objections, don't forget that you are in conflict resolution mode and sensitivity on your part is not only desirable but critical. The questioning process must not seem like an interrogation -- it needs to be a comfortable experience for the customer so he or she will explain their concerns and continue their dialogue. Like so much of what impacts the sales process, it's how you do it that matters most.

Of course, there are times when you should agree with what the customer is saying, but without closing off the conversation. For example, if your product is more expensive than the competition's and you are unable to shift on price, your reply could be: "Yes, it is expensive, but I hope you think it's worth discussing its cost in respect of what it can do for you."

ACTION POINT: Be sensitive and genuine as you deal with objections from your clients.