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Selling to Anyone Over the Phone by Karen Robinson - CEO of PrimePoint Media, Sandra McKee, Renee P. Walkup

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Techniques for Handling Objections

Just as you wouldn’t have one outfit in your closet that takes you from a funeral to a ball game, you need a variety of different techniques to capably handle objections. Following are some ideas.

The Five-Step Technique

  1. When you first hear an objection, be quiet until the customer has completed the entire objection. Do not interrupt. (Remember the tongue trick from Chapter 7?) It might help you to keep quiet if you jot down what the customer is saying. (Remember, you’re on the phone and they can’t see you.) Writing it down helps you keep a current objections database, and it ensures you have a record of what the customer said, so you can effectively counter all issues uncovered. This is especially important ...

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