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

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Posted by:
kinan kusseibati
13-April-2013

Customer Service Coaching Staff Sales & Marketing Skills Sales

Question added by Augustine G Gill , Business Development Director , HASHMANIS GROUP OF HOSPITALS KARACHI
Date Posted: 2016/08/11

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3 Answers

Khalil Al-Asbahi

by 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.

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by Vanessa Gale , Cashier , mulawin bakery

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

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by 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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