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13. Managing objections and indecisive customers
Course 13. Managing objections and indecisive customers.
Managing objections and indecisive customers in an effective and structured way helps to ensure that every potential sales and service opportunity is fully explored and strong customer communication and relationships are in place.
Managing objections and indecisive customers
- By Skills FX
- Published Tuesday 1st 2008
- 13. Managing objections and indecisive customers
- Unrated
A customer service and relationship skills training course
During this course the definition of an objection and the reasons why they might occur is discussed along with why customers might be indecisive. The personal impact and feelings generated from receiving objections or by customers being indecisive are explored and the consequences of this on the delegate’s behaviour and actions is discussed.
The positive reasons for objections and indecisiveness are reviewed and the importance of having the right mindset is explained. The types of ‘real objections’ received are identified and the skills required for managing objections and indecisive customers successfully are discussed. A structure for managing objections and indecisive customers using the ©ACQUIRE model is explored, best practice techniques discussed and delegates practice using of this structure. This exercise is fully debriefed.
The course finishes with delegates reviewing their learning, creating an individual personal development plan and taking a learning evaluation assessment.
