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  • Objection Handling Go First 2

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    mohamed.asad
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    The document provides strategies for handling difficult and demanding customers. It outlines techniques such as listening without interrupting, asking clarifying questions, focusing on the situation rather than the person, and remaining courteous. When dealing with unreasonable demands or not knowing the answer, the document advises following the LEAP model of listening, empathizing, acknowledging, and preparing to take action. Specific tips include matching some of the customer's assertiveness, using closed-ended questions, and understanding the customer's perspective before saying no. The overarching goal is to address customer concerns while controlling the conversation.

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    The document provides strategies for handling difficult and demanding customers. It outlines techniques such as listening without interrupting, asking clarifying questions, focusing on the situation rather than the person, and remaining courteous. When dealing with unreasonable demands or not knowing the answer, the document advises following the LEAP model of listening, empathizing, acknowledging, and preparing to take action. Specific tips include matching some of the customer's assertiveness, using closed-ended questions, and understanding the customer's perspective before saying no. The overarching goal is to address customer concerns while controlling the conversation.

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    © All Rights Reserved
    Download as PPTX, PDF, TXT or read online from Scribd
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    6 views11 pages

    Objection Handling Go First 2

    Uploaded by

    mohamed.asad
    The document provides strategies for handling difficult and demanding customers. It outlines techniques such as listening without interrupting, asking clarifying questions, focusing on the situation rather than the person, and remaining courteous. When dealing with unreasonable demands or not knowing the answer, the document advises following the LEAP model of listening, empathizing, acknowledging, and preparing to take action. Specific tips include matching some of the customer's assertiveness, using closed-ended questions, and understanding the customer's perspective before saying no. The overarching goal is to address customer concerns while controlling the conversation.

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    © All Rights Reserved
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    of 11

    DEALING WITH DIFFICULT/DEMANDING

    CUSTOMERS

    © IGT Solutions Pvt. Ltd. | Confidential: Not for Distribution | www.igtsolutions.com 1


    Objective

    • Describe different strategies of handling different


    customers.

    • Generate a list of helpful reminders to assist


    handling different customers.

    © IGT Solutions Pvt. Ltd. | Confidential: Not for Distribution | www.igtsolutions.com 2


    Start Smart

    • Identify yourself politely and promptly.


    • Capture the appropriate account information
    • Use a professional yet friendly tone of voice.
    • Ask right away, How can you help.
    • Be energetic.

    © IGT Solutions Pvt. Ltd. | Confidential: Not for Distribution | www.igtsolutions.com 3


    Focus Fiercely

    • Limit YOUR talking… you can not talk and listen at


    the same time.
    • Ask questions – Clarify.
    • Take notes… remember main points.
    • React to situations, not to the person.
    • Don’t be distracted with irritating comments.

    © IGT Solutions Pvt. Ltd. | Confidential: Not for Distribution | www.igtsolutions.com 4


    What Would You Do?

    • When a customer calls you, and there is a system


    problem.
    • When there is a customer with unreasonable
    demands.
    • You don’t know the answer.

    © IGT Solutions Pvt. Ltd. | Confidential: Not for Distribution | www.igtsolutions.com 5


    How To Calm Irate Customers

    Follow the LEAP module

    L Listen

    E Empathise / Apologise

    A Acknowledge/Accept

    P Prepare to Take Action

    © IGT Solutions Pvt. Ltd. | Confidential: Not for Distribution | www.igtsolutions.com 6


    How To Manage Demanding Customer

    • Listen so that you will understand the customer


    concern.
    • Use closed – ended question to help control the
    conversation.
    • Match some of the customers’ assertiveness.
    • Be friendly, but specific and direct and in your
    statement.
    • Remain Courteous.

    © IGT Solutions Pvt. Ltd. | Confidential: Not for Distribution | www.igtsolutions.com 7


    The ONE WORD every single customer
    HATES to hear is “NO” but sometimes
    the only appropriate response from a
    company is ‘NO”

    © IGT Solutions Pvt. Ltd. | Confidential: Not for Distribution | www.igtsolutions.com 8


    How To Say No

    Understanding Statement

    Never say ‘no’ to a customer without first


    demonstrating that you understand fully their request
    or question. It is very important that the customer
    feels you understand the inconvenience, they have
    experienced. If they don’t feel that you understand
    what they are feeling, they may be more difficult.

    © IGT Solutions Pvt. Ltd. | Confidential: Not for Distribution | www.igtsolutions.com 9


    Avoid Forbidden Phrases
    • “ I don’t know.”

    • “I/we can’t do that.”

    • “You’ll have to….”

    • “Just a second.”

    • Can I have….?

    • Filler’s/Jargon’s

    • “No.”

    © IGT Solutions Pvt. Ltd. | Confidential: Not for Distribution | www.igtsolutions.com 10


    Thank You

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