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How to Handle Any Customer Objection (Using Skills You Already Have)

⏱️ 26:00 🎤 Chris Elmore, Alex
AUDIO EPISODE
How to Handle Any Customer Objection (Using Skills You Already Have)
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Chapters

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  • 0:00
    Troubleshooting Objections
    Chris Elmore introduces the topic of troubleshooting customer objections and encourages an open-minded perspective on them.
  • 1:22
    Objection Types & Triggers
    Elmore discusses common objection types such as 'talk to spouse,' 'think about it,' and 'too expensive,' linking them to unexpected time, money, or emotion issues.
  • 3:04
    The LEAP Method
    The LEAP acronym (Listen, Empathize, Ask Questions, Problem Solve) is introduced as a structured approach to handling objections, with a brief explanation of each step.
  • 5:32
    Troubleshooting Systems vs. People
    Elmore draws a parallel between troubleshooting mechanical systems and troubleshooting customer objections, highlighting the key difference of emotion in human interactions.
  • 11:20
    Applying LEAP to 'Too Expensive'
    The 'LEAP' method is demonstrated with a common 'too expensive' objection, showing how to empathize and ask clarifying questions to uncover the true concern.
  • 17:36
    Objections: Not a 'No'
    Elmore reiterates that an objection is an opportunity to learn, teach, and serve more, not a definitive 'no,' and that the goal is to take the next step towards a solution.
  • 21:26
    Avoiding Premature Problem Solving
    The dangers of problem-solving before thorough diagnosis are explained, likening it to technical troubleshooting mistakes, leading to 'begging for forgiveness.'

Speakers

C
Chris Elmore
Host
A
Alex
Host

Key Takeaways

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View customer objections as opportunities to learn, teach, or serve more, rather than rejections, fostering a problem-solving mindset.

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Utilize the LEAP method (Listen, Empathize, Ask Questions, Problem Solve) to systematically address customer concerns, customizing your approach to each individual.

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Distinguish between a customer's 'smoke screen' objection (not true, buys time) and a 'true condition' (a real barrier to moving forward) by asking probing questions.

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Recognize that troubleshooting customer objections is similar to diagnosing technical issues, with the added element of human emotions, requiring empathy.

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Avoid prematurely offering solutions or 'problem-solving' before fully understanding the customer's underlying concerns, to prevent backtracking and losing trust.

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Remember that the goal of handling an objection is not always an immediate 'yes,' but rather to take the next logical step towards a solution that benefits the customer.

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