Sales Objection Handling.
Give the customer… whatever they ask for!
If memory serves, by the end of the 90s
Eugenio Derbez, the famous Mexican comedian, had an unusual television show called “Derbez en cuando.” I must have been about 18 when the show was at its peak. I have never been a great fan, but I always found the actor's talent and creativity remarkable. The show featured sketches that portrayed everyday situations Mexicans experienced in those distant days, sometimes ironically, satirically, foolishly or with biting humor.
I particularly remember one of those “dramatizations,” a restaurant scene in which the comedian played a waiter. “Whatever the customer wants,” he cheerfully proclaimed again and again. Despite the irritated, difficult, complaining, questioning customer, the waiter stayed in character… “Whatever the customer wants.” (https://youtu.be/zejC0YxLRnQ).
The show stayed in my memory more because of the “waiter's” attitude than the situation itself. I found it remarkable that, through most of the clip, he remains smiling and friendly, using an appropriate tone of voice and what I considered the right manner for providing service, all to please his customer. Over time, I believe this waiter's attitude, portrayed by Derbez, has become a “must” in customer service, particularly in handling objections.
Now let us get to the topic: Handling objections
Handling objections is a skill or competency for everyone in sales or direct customer contact. It can be a headache because we customers are sometimes inflexible, uncompromising and closed-minded. Daily pressures can also make us vent our stress, or we may have no “filter” and become rude or hostile. However, many of us who provide customer service also lack development and training, leading to 2 situations:
- The one who says nothing and explodes internally, strictly following “Give the customer whatever they ask for.”
- Anyone who takes the bait ends up confronting and losing the customer, with an attitude of “Let’s see who comes out on top.”
Both ends are an opportunity for improvement.
Handling objections and/or difficult customers is a competency to understand and develop. First, we must stop thinking objections are complaints: objections ARE NOT COMPLAINTS.
Stay sharp! Change your mindset: every objection is an opportunity. Great salespeople know that when a customer starts raising objections, it is the final step before closing the sale.
objections do not exist; they simply become a matter of resolving straightforward, simple questions.
Objections are arguments and doubts: they are our customer's insecurity speaking, seeking answers, peace of mind and, above all, assurance that the product or service you are selling—or have sold—is the best option. Customers need to know you are not taking advantage of them, deceiving them, stealing their money or tying them to services or situations that will eventually become a heavy burden rather than a solution and a benefit.
“The sun shines for everyone”
a mentor told me several years ago. There is a market for everything, a niche for everything. Somewhere, your customer is waiting for the goods you offer. But we need to analyze more closely where they are, what they do, what they seek, their habits and countless other variables, so that when you reach them, those “objections” amount to little more than a couple of routine questions before closing the sale or delighting your customer with the service. Otherwise, if you try to sell for the sake of selling, left and right, swearing that absolutely everyone, every market and every person will buy your product or service, you will find endless barriers: not everyone has the money, the need or the interest.
Remember: objections are not complaints; they are your customer's cry for help. If you already know where, with whom and how to position yourself to reach the right people with your goods, objections disappear and become simply a matter of resolving straightforward doubts.
Now, if you need training, Email us (contacto@jesussanchez.com.mx) we are pleased to offer a solution helping your team handle objections, because it is not always “Whatever the customer wants.”
Keep that in mind. Until next time.
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