The most effective manner in handling any response or feedback from a client, prospect or customer is to repeat what they have just said.
This has one serious implication and that is that it shows him/her that you have heard/ listened to them. The reason this is important is because if you don’t do this, then you run the risk of them feeling that you are putting more focus on yourself and less on him/ her.
So how do you do this?
I call this the 4A process”
1. Acknowledge- this is where you take what the person has said and turn it into a question and throw it back at them. E.g. “Mr. Prospect, am I right in saying that you don’t find this fitting your needs currently?”, “am I correct in saying that you find this product a bit costly?”
2. Assess- this is the stage where you are going to find out why the customer has said what he has said. This is where you need to start probing the customer to find out whether this is a real objection or just a defensive mechanism to get you off his back. Either way, you cannot find this out by asking questions like a policeman. You may uncover the reasons at this stage or where you need to establish value that you failed to do before this stage.
3. Answer- once you have gained enough information from the assess stage you are now in a position to establish value; act on any misconceptions from the client etc.
4. Action- this is the stage where you close.
This is a structured process and a process is always necessary to gain a sale.
Keep rocking.