Sample Suggestions & Feedback

Handling Objections – Sample Recommendations

**Confirmed their understanding of the objection and clarified what the caller was looking for

#1 When dealing with an objection is it helpful to first try and clarify why the customer is objecting, and what they are exactly looking for. This way the manager can then determine what type of strategy to use when responding. #2 We suggest that when responding to an objection, the manager take a moment to first clarify the concern. This way the manager is in a better position to respond to the objection, as he/she will have a better idea of exactly what the customer is seeking. #3 To better handle the objection, the manager may want to first take time to clarify the objection. This way they will have a good understanding of what the customer is looking for. He/she will then be in a better position to successfully overcome the concern. #4 When responding to an objection we recommend that the manager take a moment and determine exactly why the customer is objecting, and clarify what they are looking for. This way they can better respond to the objection and utilize the most appropriate strategy. #1 Manager may want to show a level of understanding when a client raises a concern. Doing so is important for rapport building and works towards building a good relationship with a client. #2 The manager would benefit from showing a level of empathy when responding to a caller's concern or objection. This can help caller to accept the manager's response and also works towards rapport building. #3 When faced with an objection, it can be helpful for the manager to display a convincing level of empathy to Caller's concern. He can then discuss the options and present his solution more effectively. #1 Once the manager has clarified the concern, it is helpful to reiterate the key features and benefits the hotel offers which the customer had agreed were important. This will help sell the caller on the value the pricing offers and further convince them to buy. #2 It is suggested that before negotiating pricing, the manager first try to convince the caller the original pricing quoted is a good value. This can be done by reiterating the key features and benefits that the hotel offers. #3 To help overcome the objection, the manager would benefit by taking time to reiterate those key features and benefits that the guests will receive should they choose the hotel. If this is done effectively, this can "sell" the caller and either eliminate, or minimize, the need to negotiate. **Acknowledged the objection and appeared interested in the caller's concern, showing empathy **Sold features and benefits in trying to overcome objection

16 | P a g e