How to Handle Any Customer Objection (Using Skills You Already Have)

⏱️ 26:00 🎤 Chris Elmore, Alex

AUDIO EPISODE

How to Handle Any Customer Objection (Using Skills You Already Have)

0:00

Chapters

Click to jump to section

0:00

Troubleshooting Objections

Chris Elmore introduces the topic of troubleshooting customer objections and encourages an open-minded perspective on them.
1:22

Objection Types & Triggers

Elmore discusses common objection types such as 'talk to spouse,' 'think about it,' and 'too expensive,' linking them to unexpected time, money, or emotion issues.
3:04

The LEAP Method

The LEAP acronym (Listen, Empathize, Ask Questions, Problem Solve) is introduced as a structured approach to handling objections, with a brief explanation of each step.
5:32

Troubleshooting Systems vs. People

Elmore draws a parallel between troubleshooting mechanical systems and troubleshooting customer objections, highlighting the key difference of emotion in human interactions.
11:20

Applying LEAP to 'Too Expensive'

The 'LEAP' method is demonstrated with a common 'too expensive' objection, showing how to empathize and ask clarifying questions to uncover the true concern.
17:36

Objections: Not a 'No'

Elmore reiterates that an objection is an opportunity to learn, teach, and serve more, not a definitive 'no,' and that the goal is to take the next step towards a solution.
21:26

Avoiding Premature Problem Solving

The dangers of problem-solving before thorough diagnosis are explained, likening it to technical troubleshooting mistakes, leading to 'begging for forgiveness.'

Speakers

Chris Elmore

Host

Alex

Host

Key Takeaways

✦

View customer objections as opportunities to learn, teach, or serve more, rather than rejections, fostering a problem-solving mindset.

✦

Utilize the LEAP method (Listen, Empathize, Ask Questions, Problem Solve) to systematically address customer concerns, customizing your approach to each individual.

✦

Distinguish between a customer's 'smoke screen' objection (not true, buys time) and a 'true condition' (a real barrier to moving forward) by asking probing questions.

✦

Recognize that troubleshooting customer objections is similar to diagnosing technical issues, with the added element of human emotions, requiring empathy.

✦

Avoid prematurely offering solutions or 'problem-solving' before fully understanding the customer's underlying concerns, to prevent backtracking and losing trust.

✦

Remember that the goal of handling an objection is not always an immediate 'yes,' but rather to take the next logical step towards a solution that benefits the customer.

Want the full experience?

Join the Inner Circle for full access to every episode, AI-powered insights, personalized coaching, and a network of industry leaders.

Join Inner Circle →

← Stud Walls with Robots (feat. Brent Wadas)

Practical AI for Contractors: 10 Ways to Save Hours Every Week →