You may have to clarify concerns of a potential customer before you can make the sale.You need to understand a customer's concerns before giving a response. Do not assume you know what a customers wants. You do want to lose your customer because you were "right". Look beneath the surface, ask questions that dig a little deeper. The reasons why.1) You want to understand the customer's feelings as well as the facts.2)You want to know how serious their worries are. 3)You want to know whether it is from a misunderstanding or misinformation. It could also involve a real issue that you cannot solve. 4)Asking questions allows the prospect a chance to talk through his or her own thinking.A lot of time the customer will handle that for you. It will give you time to choose your best way of handling the situation and put together a good response. Examples: "Could you explain that a little more?" "Why do you see that as a problem?" "What do you think would be the result?" "How would that make you feel?" "I'm not sure I understand exactly what you are concerned about?"
Empathize with customer.Do not overlook the customer's concern. Acknowledge it and take a moment to show that you understand and accept the customer's feelings.Anything you say that tells the customer you are listening, you are open, are fair minded will send a powerful message that encourages trust and rapport. *Remember that empathizing with a concern does not mean you are agreeing with it. Ex."You are absolutely right. The fares are outrageous.What can you do? That is what cruising is all about-spending a lot of money." You can sometimes empathize before tackling the situation. (Empathize)"No one wants to pay more than a tour is worth." (Gain understanding)"What is it, specifically that makes you feel the tour is overpriced?" Work with the customer."That is a good point you bought up.""Well, I can certainly understand why you would fell that way." "We certainly wouldn't want that to happen." Answer the questions.Simply answering the question may not be enough. You may have to prove to the customer that your solution to their problem is a solution and not just a smoke screen to meant to push them aside.1) your own word should be enough(If you have developed trust with your customer.) 2)Cite an authority. 3)Use materials from the supplier. 4)Your personal experience and other customer's experience. 5) Research
Check for agreement.Make sure the customer is satisfied."Does that answer your question?" "That doesn't seem to be a problem then, does it?" The bottom line is customer satisfaction! * quotes from Home Based Travel Agent by Kelly Monaghan
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