Handling Objections

What is one of the steps to resolving customer service complaints?

• 1. Listen to their problem

• 1. Sympathize with their situation

• 1. Ask how they would like to have the problem resolved

• 1. All of these answers are correct

Why is follow up important when resolving a customer's concern?

1. 
   

• 1. It shows your commitment to ensuring his experience is positive

• 2. It gives you a chance to say all the things you didn't think of before

• 1. It shows the customer how petty his complaints are

• 1. It is required on the checklist you created for customer service

Why resolving customer service complaints important?

• customer service complaints that are not handled can cause a customer to never return and provide a negative reviews about the company friends and family

• Resolving customer service complaints is expensive but the costs are tax deductible

• It is not important to resolve customer service complaints

• Most complaints are not valid, and once you tell customers they are wrong, they will see your point

What are the common reasons customers object?

• Lack of Knowledge, Lack of money, Lack of interest

• Lack of Knowledge, Specific warranted concern, Hidden agenda, Perception issue, Not be clear about their interests

• Lack of money, Perception issue, Hidden agenda, Lack of knowledge

• Perception issue, lack of knowledge, Not be clear about their interests

When a customer puts an objection in front of you, you should _____________. 

• Find a way to over come it.

• Ignore it

• Redirect the conversation

• Thank them

______________ is a way to connect with your customer on a personal level. 

• Empathy

• Convesation

• Eye contact

• All of the above

Good customer discovery always focuses on asking __________________. 

• 
  The customer about themselves

• 
  Open ended questions

• 
  Inquisitive questions

• Yes or no questions

•  

  If at anytime you don't understand something, ask the customer  ___________.

• To clarify

• Open ended questions

• Yes or no questions

• Probing questions

To keep your customer around for the long haul, they must see  ___________ in your product or service. 

• Logic

• Appreciation

• Money

• Value

Customer references are another great tool because those stories often represent a ___________________, that was overcome with success. 

• Challenge

• Hardship

• Pain or objection

• All of the above