Phase 4—Ethically Managing Resistance and Objections
The Objectives of This Step
• To enter ring 5 of the circle of trust
• To strengthen the link between the seller’s idea of value and that of the customer
• To resolve any remaining information asymmetries and lay the foundations for customer loyalty and positive word of mouth
• To pass the customer’s test of trust
• To turn the customer’s doubts into opportunities
Once again, Renato has used the suggestions given, and presented his offer by connecting its value to the real needs of his customer. Yet the customer is not convinced, and insists on raising “annoying” objections. Renato initially feels almost offended by his customer’s doubts, and in any case considers it a waste of time ...
Get Sales Ethics now with the O’Reilly learning platform.
O’Reilly members experience books, live events, courses curated by job role, and more from O’Reilly and nearly 200 top publishers.
