Managing customer objections

A customer service and relationship skills training course

Course objectives

Explain why objections are raised or customers are indecisive, and effectively manage this
Identify the negative impact objections and indecisive customers have on you and neutralise this
Explain the steps and skills required to successfully manage objections and indecisive customers
Demonstrate your ability to successfully manage objections and indecisive customers
Begin the process of designing a personalised development plan

Course content

Course introduction and objectives
Objections, indecisive customers and the impact they have on you
What is an objection. Identifying the types of objections we may get
Why objections occur or customers are indecisive. The underlying reasons to this
The skills for managing objections and indecisive customers
Techniques for managing customer objections and indecisiveness. The ©ACQUIRE model
Exercise. Managing objections and indecisive customers
Review exercise and feedback

Course benefits

Develops soft and adaptability skills
Manage different customer types
Increases personal effectiveness
Improves results and service levels

Duration

From approximately 10 am to 4 pm
Including breaks, lunch and learning assessment

Positive impact areas

Customer service and communication
Complaint handling and resolutions
Soft skills development and confidence

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This course is part of the ‘Customer service and relationship skills programme’. A suite of 18 soft skills course titles.
 
You can securely purchase the materials to deliver this course for just £79, with the materials available for immediate download. A 1 hour telephone train the trainer with the course author is included. Click the shopping basket to get started.

We accept the following plus Paypal and direct transfer into our account              

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Delivery options 
1. Purchase the materials and deliver internally using your people 

2. Purchase the materials and arrange for us to train your trainers

3. The course author can deliver any of the courses in-house for you

4. Personal one to one training from the author by distance learning

A comprehensive set of skills training materials

Pre course preparation ideas                Detailed facilitator notes  Delegate course workbooks PowerPoint slides and handouts Group and individual exercises Exercise briefing/debrief notes Skills practice activities

Course materials to run 4 to 6 hr training events A learning evaluation exercise with answers  A 1 hr telephone/screen sharing train the trainer Unlimited internal license and printing rights   Post course action plans included Post course follow up ideas Best Practice skills models