By Katherine Gifford of Moraware
Odds are you can handle any objection under the sun if it has to do with your craftsmanship or materials. When customers inquire about how marble can stain or how granite can crack, I’m guessing you have an answer ready to fire back.
But what about sales objections, like “your price is too high” or “I need to think about it?”
These kinds of objections plague every industry, including countertop fabrication. At the surface level, they seem impossible to crack, but trust me – we can overcome them.
First Thing’s First – Know Your Customer
Before you handle an objection, it can be helpful to understand the kind of person you’re dealing with.
Are they a logical or analytical thinker? These buyers want data and lots of information about everything to feel comfortable making a decision.
A story I once heard from a friend was about her father-in-law. He is an analytical thinker, and it seems like the only place he buys from is QVC. Can you guess why?
They spend a long time explaining and rehashing every detail and possible benefit about their products, arming him with enough information to make an educated buying decision.
Are they a relationship-centric person? These buyers will buy from you if they know you, like you, and trust you. The more comfortable you make them feel, the more likely they are to buy.
Are they an emotional buyer? These buyers want to feel good about the purchase – they can imagine what life would be like when the project is done. They make decisions based on emotion, not necessarily logic.
These are just a few examples, but try to understand what’s important to your customer. That will help you field objections more effectively.