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Tactic #1: Gratitude
Say “Thank You!” Always thank your customer when they put an objection in front of you because this is an opportunity to address it and move on with your deal.
Tactic #2: Empathize
Empathy is a way to connect with your customer on a personal level, show you care and that you’re listening.
Tactic #3: Let the Discovery Begin
Now that you’ve begun to diffuse the situation, take your time to uncover what’s really going on. Good customer discovery always focuses on asking open-ended questions. If the customer can respond with a “yes” or “no,” then you’ve got to rephrase your question.
Tactic #4: Ask, Probe, Confirm
Now that you’ve got the questions flowing, it’s important to keep the conversation moving further and deeper. As the customer responds to your open-ended questions, you should probe further by asking more questions about what they’ve just said.
Tactic #5: Show Them The Value
To keep your customer around for the long haul, they must see value in your product or service. The purpose of good discovery is to understand what’s important to them, why it matters, and what their business would be like without your product or service.
Tactic #6: Back It Up With Proof & Customer References
Now that you’ve gone through steps 1-5, it’s time to back up your statements with industry research, customer references or customer success stories to prove the value of your product or solution.
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