The ideal situation in business occurs when your client buys a product or service from you immediately with no questions asked. In the real world, almost any client has some concerns. If your product is fairly expensive, the concern may be in spending too much money. If it's inexpensive, the customer may think the product is cheaply made. If it's green, your client will need it pink; if it's pink, he or she will demand green. This list could go on, but the picture remains the same.
Clients have concerns, and they have a right to have concerns. Your objective is to deal with this quickly and make the sale.
Behind the client's concerns is a need for additional information. The following tips will help you to deal with customers' concerns:
Always listen to all of the client's objections, even if you think that they do not make sense. Even seemingly stupid questions need to be answered politely, and just listening attentively might be enough to convince them of the sale.
Be calm. Clients are not stupid (well, most of them). They just ask stupid questions, because they do not have all information you have. They also ask the same questions. Would it hurt you to give them the answer 5 more times?
To define the inner reasons of a client's concerns, you have to ask questions too. Try to use open questions, which force people to give long answers, instead of just a yes or no. For example, you can ask: "Why do you think so? What information do you need to help make a decision?"
The tricky thing is defining the right communication strategy. You will not always agree with a client's concerns, or think it is a fair question. If you argue with a client, she will become angry and upset. You have find to find the right way to disagree. Saying "yes, it will possibly break in two days," or "yes, its too expensive," or "yes, our competitors have a better model for cheaper price" is just stupid. What should you do? You can combine both arguing and agreeing. First, agree: "I understand your concern..." Then, say: "but it has ...(any positive side of your product/service).
If your client has several objections - work them out step by step. Doing so will save your time and energy, and therefore save the time and energy of your client.
Try to speak about your product or service in the same words as your client, especially if the specifics of your product require special terms. The client might be frustrated if you speak in unclear "scientific way."
Sometimes it happens when you did your best but failed to convince the person. Don't be disappointed. Hearing a "no" is still the beginning of communication. Let the client take his time, if possible, try to make follow-up calls in one-two months, and it is quite possible that he will come back and purchase.
Always write down all the concerns that your clients tell you. It is good to have a list of them, since in many cases these objections will repeat with other customers. Therefore, do your homework at least once in a while and think about the best way of answering these tricky questions. Even write the answers down. If you do this, your answers will sound professional and convincing.
Always remember that the client has the right to ask any question! Someone tries to sell to us every day - in stores, on the street, by TV, and in business. Think about it yourself - would you buy a car, vacuum cleaner or coffee-machine in 5 minutes, asking no questions? Your client is just like you!
And now - the SPECIAL FEATURE - How to deal with the main objection that you are likely to face being a Home Business!
Your client might be concerned of working with an unknown small company, which is operating from home. She could be in doubt that you will be able to provide her with the same high quality service as a big company. What should you do?
The main idea is to make the client's concern in your advantage. Never say that you are as good as a big company. No one will believe you. Instead, admit that you are small company but explain what benefits your clients get by choosing you. First of all, they will work with the company's director, the most competent person at your company. Secondly, their project will be a matter of higher importance for you than with the big agency. Thirdly, small companies are usually more flexible, mobile, and creative. Fourthly, discuss your personal advantages and strong points.
Don't be afraid of the objections, concerns, and doubts of your clients. Just practice the art of dealing with them! I wish you much success!
Clients have concerns, and they have a right to have concerns. Your objective is to deal with this quickly and make the sale.
Behind the client's concerns is a need for additional information. The following tips will help you to deal with customers' concerns:
Always listen to all of the client's objections, even if you think that they do not make sense. Even seemingly stupid questions need to be answered politely, and just listening attentively might be enough to convince them of the sale.
Be calm. Clients are not stupid (well, most of them). They just ask stupid questions, because they do not have all information you have. They also ask the same questions. Would it hurt you to give them the answer 5 more times?
To define the inner reasons of a client's concerns, you have to ask questions too. Try to use open questions, which force people to give long answers, instead of just a yes or no. For example, you can ask: "Why do you think so? What information do you need to help make a decision?"
The tricky thing is defining the right communication strategy. You will not always agree with a client's concerns, or think it is a fair question. If you argue with a client, she will become angry and upset. You have find to find the right way to disagree. Saying "yes, it will possibly break in two days," or "yes, its too expensive," or "yes, our competitors have a better model for cheaper price" is just stupid. What should you do? You can combine both arguing and agreeing. First, agree: "I understand your concern..." Then, say: "but it has ...(any positive side of your product/service).
If your client has several objections - work them out step by step. Doing so will save your time and energy, and therefore save the time and energy of your client.
Try to speak about your product or service in the same words as your client, especially if the specifics of your product require special terms. The client might be frustrated if you speak in unclear "scientific way."
Sometimes it happens when you did your best but failed to convince the person. Don't be disappointed. Hearing a "no" is still the beginning of communication. Let the client take his time, if possible, try to make follow-up calls in one-two months, and it is quite possible that he will come back and purchase.
Always write down all the concerns that your clients tell you. It is good to have a list of them, since in many cases these objections will repeat with other customers. Therefore, do your homework at least once in a while and think about the best way of answering these tricky questions. Even write the answers down. If you do this, your answers will sound professional and convincing.
Always remember that the client has the right to ask any question! Someone tries to sell to us every day - in stores, on the street, by TV, and in business. Think about it yourself - would you buy a car, vacuum cleaner or coffee-machine in 5 minutes, asking no questions? Your client is just like you!
And now - the SPECIAL FEATURE - How to deal with the main objection that you are likely to face being a Home Business!
Your client might be concerned of working with an unknown small company, which is operating from home. She could be in doubt that you will be able to provide her with the same high quality service as a big company. What should you do?
The main idea is to make the client's concern in your advantage. Never say that you are as good as a big company. No one will believe you. Instead, admit that you are small company but explain what benefits your clients get by choosing you. First of all, they will work with the company's director, the most competent person at your company. Secondly, their project will be a matter of higher importance for you than with the big agency. Thirdly, small companies are usually more flexible, mobile, and creative. Fourthly, discuss your personal advantages and strong points.
Don't be afraid of the objections, concerns, and doubts of your clients. Just practice the art of dealing with them! I wish you much success!
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