Thursday, April 15, 2010

When Your Customer Says “NO!”

Life is easy when our customers are ready to buy from us and they have no objections. The hardest part of a transaction typically comes when the invitation to buy or purchase is offered, and the customer turns us down.

The “no” can be many different responses. Here are some examples of the answer “no” from a customer:
  • “Let me check my schedule and get back to you…”
  • “I am just looking around right now.”
  • “I need to call around and get some other prices.”
You will notice that the exact verbiage is not “no,” but rather a phrase or statement that the customer does not make a commitment. This is a “no.” Most sales people end the conversation at this point and do not pursue any further dialogue.

We have found that this is an incredible opportunity resolve your customer’s objections and give them a reason to buy your product or service. There are four (4) basic skills that we have found that make this possible:
  1. Find out Why the customer is not willing to commit
  2. Acknowledge and Restate the customer objection
  3. Share additional Features and Benefits
  4. Ask Again
In the upcoming Webinar offered through the National Glass Association, ContactPoint will be discussing these four (4) steps in detail. We have seen company close ratios jump from 37% to over 80% using just one of the above skills! Find out which one…

The session will take place May 4, 2010 at 1:00 pm ET. The cost is $50.00 for NGA members; non-members can attend for $100. Register now! For more information, call 866/342-5642 ext 182.

Mitch Wasden
Executive Sales Trainer
ContactPoint: NGA WDDA

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