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What are the logical steps involved in "Objection Handling" during conversion with annoyed customer of product or services?

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Question ajoutée par Augustine G Gill , Business Development Director , HASHMANIS GROUP OF HOSPITALS KARACHI
Date de publication: 2016/08/11
Khalil Al-Asbahi
par Khalil Al-Asbahi , IT Customer Service and support Manager, , Natco Information Technology Ltd ,Sana'

  • LISTEN –  without interrupting and understand (don’t take it personally or get defensive.)
  • EMPATHISE –  and apologise.
  • ASK – questions to understand the problem and what they want.
  • DISCUSS – solutions and actions that you CAN do.
  • ENERGETICALLY – take action immediately.
  • REBUILD – loyalty with your customer by following up to ensure customer satisfaction.

 

Vanessa Gale
par Vanessa Gale , Cashier , mulawin bakery

smile and still insisting the very good quatily of the product. until they believe.

jasmina malnar
par jasmina malnar , Head of Marketing and Indirect Procurement , Hrvatski telekom

I have found that repeating "I understand"  will eventually flatten his / her annoyance balloon so we can continue talking substance and not emotion.

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