Customer satisfaction is the goal of successful companies, as it is the basis for the success of any company, so dealing with customers is an art that many are not good at, especially in light of the Internet and social media platforms, so it has become easy to publish and promote our bad experiences in dealing with a particular brand or product, which affects On the reputation of that institution.
Therefore, you must choose the employees who deal with customers very carefully and train them on how to gain the satisfaction of the angry customer and turn his anger into a profitable deal … Customer objections vary between real and unreal in addition to objections to the price and others, so let us first get to know the types of these objections that differ From one person to another to know how to deal with it.
Types of customer objections:
A real objection
The customer has a desire to buy, but there are some objections that he is looking for a logical explanation for, in order to complete the purchase process, as all the information about the product has not been completed in front of him, so he needs to clarify all the advantages of the product and the benefits it provides to him.
An unreal objection
The customer makes absolutely unrealistic objections as a kind of procrastination and escape, and he mentions things that have nothing to do with the product in the first place.
Objection to the price
The customer wants to buy the product but expresses his objection to the price that it is high and exaggerated, or there is another product that offers the same capabilities but at a lower price.
Objection to the company
A customer who deals with a competitor in the market, or one of his friends told him of a bad experience with the company, which makes him not ready at all to hear any advantages or offers from the company.
Objection to the product itself
He has a bad impression of the product itself through one of the bad experiences of the same product or a similar product, such as a certain type of smartphone, he sees that the quality of the camera is not as desired or problems with the battery.
Emotional objection
It occurs as a result of the wrong dealings with the customer in the beginning in a way that is not commensurate with his social or moral standing despite the presence of all the advantages in the product, so the result is an objection and rejection of the product.
Some objections are easy and simple, can be answered and overridden with ease, but there are other objections that are difficult and need intelligence to answer them, so let’s get to know how to contain the objections of the customer and respond to them effectively.
Steps to contain customer objections and respond to them effectively:
• Listen to the customer’s objection well and welcome it calmly. A serious listening to everything he says is the beginning of the road to fully understanding his point of view, which paves the way for you to realize the gaps that enable you to respond to it … Do not take the objection personally or make fun of it and from the customer’s point of view Remember well that objection is expected and natural, as understanding is the simplest solution.
• The objection classification is halfway. The response to it stems from its kind. Real objections differ from excuses or price objections. There are objections that require a full response to all the features of the product or the competitive advantages that distinguish it from the alternative product.
• Mention the name of your customer during the conversation, so that he feels a sense of security and understanding, which brings distances closer and relieves tension.
• Give him options to relieve his tension. When you present him with alternative options, you will reduce his anger and make him feel that his problem is about to end.
• Do not neglect customer complaints, no matter how small they appear, you do not know what causes the customer to get angry.
• After you respond to the customer, you must know his reaction to that response, until you are completely sure that the objection has been removed and has no effect, so do not neglect to ensure that the customer is convinced of your response.
Conclusion
In the end, when dealing with an angry customer, remember well that it is impossible to satisfy all people, it is natural that we face criticism or see a customer who is not satisfied with what we offered him, so all you need is patience and the desire to learn from mistakes and experiences.
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