Oh, well, you know the expression. So when do you want to collaborate on solving a customer challenge? Particularly one that is a difficult objection that can cost you a sale? The answer is "ANYTIME!"

Just last week, I ran a two day program for a client of experienced telephone sales professionals in the health care market. On the second day of the program, one of the sales reps received a not-so-friendly email telling her that they wanted to sign the contract and all was perfect, EXCEPT for the part about the fees and they were unacceptable. Why didn't the prospect call instead of shooting off a nasty email? He was probably hiding behind not having to engage the rep in a real conversation. (Chicken!)

After reading the email to her colleagues and me, we all put it aside and continued with the program's content that day. Funny thing is, the main topic was "handling objections and obstacles in your calls". We spent  the entire afternoon on that topic, along with closing techniques.

Just this morning, I received this email from her manager, who was also in the session:

THAT'S Why I love my work! Being able to help others enjoy their jobs, make a difference in their customer's lives, and assisting in everyone enjoying a better lifestyle by making more money--is what I do.

There are four methodologies that I recommend for handling objections:

1. The Redirect Method (repeat and wait for more information)

2. The Questioning Technique (question until the customer comes to his/her own conclusion to buy your service/product)

3. Feel, Felt, Found with Synonyms (turn this one around so that it accomplishes the objective, but with a "twist"

4. The Closing Method (find a solution and close on it)

Any of these objection techniques can be combined while dealing with the obstacle. Always stay calm, cool and collected. Avoid sounding defensive or apprehensive about handling the situation. You'll hit the sweet spot and advance the sale 97% of the time.

If you are struggling with a difficult customer or are having trouble turning around an opportunity, perhaps you can benefit from a group sales training session, or some individualized coaching. We offer a variety of options. Call us at: 678 587-9911 for a complimentary 15 minute call and we'll see how to help YOU achieve the success you want and make more money, too!