Collecting the Data

Posing the right questions helps you collect the critical data you need to understand and deal with the customer's objection.

The first two steps in the objection resolution process are acknowledging the client's objections and asking them to elaborate on their concerns. Posing the right questions helps you collect the critical data you need to understand and deal with the customer's objection.

Your goal at this point is to encourage your customer to open up about their objections. To begin this process, you should acknowledge their concerns: this doesn't mean agreeing with their objections (which would suggest a lack of conviction on your part) or implying that you disagree (which would set the scene for confrontation). Instead, simply recognize their right to object, demonstrate empathy, and show that you are amenable to discussing the situation. They will see that you are wiling and hopefully able, to solve the problem.

ACTION POINT: Encourage your customers to open up about their objections.