In every sales conversation, whenever you face an objection, the human being that exerts the greatest amount of emotional intelligence is going to have the highest probability of getting the outcome they desire.
This begins with the ability to manage emotions and reduce resistance. Start by viewing customer objections as a concern versus an obstacle that you need to hurdle. You will get your desired result and make the caller feel comfortable in the process. Three best practices gleaned from successful phone calls where sales representatives were able to successfully resolve customer concerns include:
1. The Value of Pause:
Don’t rush into an answer the second the caller stops talking. Pause. In fact, pause longer than feels comfortable! High performing sales representatives pause for much longer than their less successful peers.
2. Slow Down:
In addition to pausing more, slow down the pace of your words. Speaking quickly usually means listening slowly. Not only do you run the risk of not fully understanding the concern or root cause, moving too quickly frustrates callers and makes them feel rushed and undervalued.
3. Ask More Questions:
Asking more questions and speaking less after the caller poses a concern yields more success. When you listen more than you talk, the caller is confident that they are being heard and that the situation is being addressed in their best interest.
Making small changes can significantly improve customer satisfaction and create loyal customers. Strengthen your communication techniques by implementing these small changes. The results will be more customer-centric communication and a better overall caller experience.
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