Dealing with customer objections is easier and tough at the same time; particularly in the healthcare industry. According to Forbes business development, about 96% of dissatisfied customers do not voice their complaints, thus keeping your clients happy can go a long way to improving your business. Still, no matter how hard you try, you will be faced with customer objections from time to time. How you handle these complaints can make the difference in whether you keep them as a customer in the long run or lose them forever.
Below are 13 ways you can deal with customer objections and make your clients happy:
1. Let Them Feel Heard
One of the most off-putting aspects of interacting with a seller is feeling like they are not listening to you. When a customer objects, simply take note and confirm their concern back to them: "So what I'm hearing you say is this," and repeat back the customer's objection. Chances are you have an answer to their objection, but adding in the confirmation and acknowledgment of it goes a long way. - Christopher Kingman, TransUnion.
2. Explain How Your Solution Helped Others
Customers are typically lost after objections if the sales professional gets defensive, overbearing or unclear. Objections can be easily overcome in the process by using a simple but effective technique called "feel, felt, found." Get your client to understand that their concern makes sense, give them an example of a client with a similar concern and explain how your solution solved that problem. - Cortez Armond, Firsthand Inc
3. Take The Opportunity To Start A Conversation
Objections are usually thrown out when a specific client need isn’t being met, often from a lack of communication or miscommunication. Spending time understanding client needs, as well as their value drivers, will help avoid difficult situations. Customers want to be understood and have their needs cared for. Remember that objections are really opportunities for conversations! - Lisa Box, WP Engine, Inc.
4. Acknowledge And Address
I think internally you have to ask yourself, "Is their objection valid?" If it is then you have to acknowledge that and provide a coherent solution. If you truly believe their objection is off base, then you need to explain that in a way that doesn't seem combative or could make them feel they are not being taken seriously. The last thing a customer wants is to be told they are wrong. - Mike Michalakis, Shindig
5. Ask, Don’t Tell
An objection is an amazing opportunity to understand the needs of the customer. Most sales professionals squander this opportunity. They try to minimize the objection or convince the customer that their solution is best. Instead, try to ask as many questions as you have to in order to understand their concern. Your demeanor should be calm, upbeat and inquisitive. Once you understand the root of the problem, deal with it head-on. - Brandon Ficara, Toco Warranty
6. Start With The End
Begin every customer resolution with one simple question, "What is your desired outcome?" The answer sets the tone for resolving the situation expeditiously while working within the realm of what's possible in the scope of the business. It can be surprising how fair-minded and thoughtful customers can be while taking their own personal interests and the business' interests into consideration. - Jen Tadin, Gallagher
7. Be Honest About Your Product
No product or service is 100% what the customer is looking for. There will always be some concessions to be made. Be upfront in detailing what your product can and cannot do. Back it up with customer stories. Being honest and straightforward in dealing with objections will help alleviate customers' concerns and they will trust you. Honesty builds credibility. - Tushar Makhija, helpshift.com
8. Follow The Light
Bring every objection back to the goal you initially created with your client during the sales process. This goal is the common ground with your client, it's the guiding light of your relationship with them. Should the relationship ever go off-course, this goal will be the benchmark to measure the issue against. Determine if the issue helps or hinders their objective and act accordingly. - Christian Valiulis, Automatic Payroll Systems.
9. Set Expectations, Follow Through And Follow Up
Good customers always push the envelope of what a product or service can do, this is what makes them valuable to any business. It is important to listen to their objections because these often turn into opportunities. Allow the customer to clearly define their thoughts, mutually agree on a course of action and keep them in the loop throughout the process. Good customers want to be a part of the solution. - Logan Ketchum, Veritone, Inc.
10. Share Customer Testimonials
My advice is to share stories about other customers who had similar objections during the sales process, but ultimately moved forward with your offering and saw business success as a result. That way you are demonstrating empathy for the customer by acknowledging their concerns, while also showing why other companies made the decision to move forward and ultimately found value in your solution. - Rakhi Voria, Microsoft
11. Listen With Empathy
Listen, be authentic and show empathy to ensure the customer is heard. Your sales team must have a genuine curiosity to solve their problem. If the price was the main issue, I've found vulnerability by the salesperson can truly help resolve the problem. For example, rewind the conversation to allow yourself the ability to articulate your value versus negotiating on price. - Casey Jacox, Kforce
12. Take An Educational Approach
So often, we end up trying to prove our customers wrong when overcoming their objections, when we should really take an educational approach. Who wants to buy from someone that is smug and superior? Educate your client on how your product will add value to their business and they will be a long-term customer! - Anthony Ormsbee-Hale, Civitas Senior Living
13. Prepare For Every Kind Of Conversation
We view customer objections as a huge opportunity when we engage those buyers in the right manner. We’ve trained our sleep specialists in DiSC assessment to identify and communicate better with our customers’ personality styles. Our staff can easily adapt to every kind of customer, including ones with strong assumptions and objections about how our brand and products compare to our competitors. - Joey Holt, Amerisleep