The Handling doubts Try To Know It

Everyone is cautious about spending money, so it’s natural for customers to have reservations, questions or objections about using your services. Perhaps they aren’t sure about the quality of your previous work. Or perhaps they think one of your competitors could do a better job.

The Handling doubts Try To Know It

The Handling doubts Try To Know It

 

Everyone is cautious about spending money, so it’s natural for customers to have reservations, questions or objections about using your services. Perhaps they aren’t sure about the quality of your previous work. Or perhaps they think one of your competitors could do a better job.

Whatever their reservations, you must be prepared to handle them professionally. The following three steps may help you:

Acknowledge the doubt

  • Avoid jumping straight in with a denial. For example if a customer says ‘you’re too expensive’, jumping in to contradict them with ‘no we’re not!’ will seem argumentative.
  • Concede that the customer has a right to their point of view. Agreeing with the customer that it is a point that needs consideration shows your willingness to listen. For example, to counter ‘you’re too expensive’, you could reply ‘yes, you could say that it’s a significant investment.’

Resolve the doubt

Give your explanation for how your services are, in fact, right for the customer. There are two main ways you could do this:

  • Accentuate the positive. For example, ‘it is a significant investment, but our service guarantees you that....’ Or you could give them an example of how you have tackled it in the past.
  • Give them proof. Use the 3F formula of feel, felt, found to show how other customers had the same doubts but overcame them. For example, ‘I understand that you feel that the price is high. Indeed, another customer also felt that the price was high. But in the end he found that the long-term cost savings that he gained from using our services were worth it.’ Or, ‘I understand that you feel that the software will be difficult to use. And in fact another customer also felt worried. But when she started to use it she found that our customer support team was able to answer all her questions for her.’*

Check that the doubt has been resolved

After making your explanation it’s useful to check that the doubt really has been taken care of. For instance you could ask:

  • Does that answer your question for you?
  • Are you happy with that?
  • Have we dealt with that to your satisfaction now?
  • Does that help to alleviate your concern?