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Counter Objection in Outbound Call

Outbound calls are more complex and vulnerable to objection and rejection especially because agents are involved in cold calling. Hereunder are some tips to counter objection in outbound call.

Objections vs. Concerns. While there is a thin line between objection and concern, an agent must be able to clearly determine whether a customer raises an objection or a concern. An objection is clearly an opposition of a customer to a call which can be further reinforced by a rude talk or an angry voice. A concern on the other hand is a doubt on the part of the customer about one’s products or call.

A clear cut objection would definitely mean that the agent needs to drop the call right away while maintaining courtesy and politeness to the customer in closing the call. If it’s a concern, an agents must clearly identify the concern of the customer and address it. For instance, if the price is too high or expensive, agent must either try to rationalize why the price is high or find a way to discount the price to fit the customer’s budget.
On the other hand, if a customer asks why he/ she should go with you or choose you over other products, that agent must rationalize what makes their products better by discussing more in detail the product and how it perfect addresses solutions to the customer’s specific needs. If for instance the client says that they don’t have money or budget for your product, then the agent should focus on the product’s critical necessity and show its potential to save money for the person or company as replacement for the products or services currently in used by the customer.

Research. An ounce of prevention is worth a pound of cure. Instead of focusing on countering an objection, concentrate instead of how to prevent objections on the first place. This can be done by conducting a thorough research on your prospective client before conducting a call. The idea here is for one to better understand the specific needs of a specific customer and better tailorfit the products to the needs of the prospective customer.

Good communication. Good communication is comprised by moderate talking, actively listening to clients, asking open ended questions, sounding and talking comfortably, positively and enthusiastically, and consistently showing politeness and manners. Moreover, good communication is also about timing. Make sure that you are talking to a client in his/ her most convenient time else your call would ultimately be treated as a nuisance or disturbance.

Originally posted 2012-04-24 06:40:24.

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