Ideal for group training and self-development. With excellent workbook and handouts.
Psychologist Peter Quarry and a panel of sales experts examine techniques to help sales and service people overcome customer objections. They take a detailed look at specific language techniques that help to defuse volatile confrontations, so that the sales person is always working with the customer, not against them, to come to a satisfactory resolution. Examples are provided through role-plays, which are excellent models for analysis and discussion.
See demonstrations and learn techniques to overcome customer objections:
• How to overcome the most common objections:
- No need (I already have one)
- Price (too much, cheaper elsewhere)
- Feature (too big, wrong style)
- Time (need to think about it)
• Acknowledge the objection without being defensive
• Normalise the customer's feelings and use reference examples
• Use features and present options
- Managers
- Sales Staff
- DVD
- English
- Interview