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13. Managing customer objections
- Price:
- £79.00
- Rating:
-
- Availability:
- Available for immediate download
Product Description
A complete set of professionally designed training materials to run a 4 to 6 hour soft skills training and development event. Complete with detailed facilitator notes, delegate workbooks, pre and post course ideas, appropriate skills models, exercises with briefing notes, visuals, handouts and an optional train the trainer by phone/screen sharing included.
Course details
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.
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
You can download our complete course brochure below (PDF 584 KB)
Download it here
