Phrases that should not be spoken to customers on the phone. Notifications Where messages come from

The monotonous beeps of the phone interrupt the dull "Hello", pronounced so that even through the phone you can see the sad expression on the face of the call manager.

And here the incredible happens ... All the questions that I wanted to ask disappear by themselves, and they are replaced by an irresistible desire to hang up.

However, cheeky "Speak" or indifferent "I'm listening to you" also not very pleasing to your customers.

Telephone conversations is one of the most difficult types of business communications. The success and reputation of the company they represent depends on the ability of employees to negotiate over the phone.

J. D. Rockefeller once remarked:

“The ability to communicate with people is a commodity that can be bought in the same way as we buy tea or coffee, and I am ready to pay more for this product than for anything else”

Customers often form their opinion about the level of the online store in a telephone conversation. And a well-constructed conversation can persuade a potential client to buy from you.

It is important to understand that, in addition to clarity and intonation, spoken words and phrases play a special role - some contribute to maintaining a conversation, while others perform the function of scaring away.

We will definitely talk about expressions that help establish contact in another article.

And today, let's look at phrases that are better to refrain from using in a conversation with a client on the phone. After each of them, we give a more loyal formulation.

9 Phrases You Shouldn't Say to Customers on the Phone

1. "I dont know "

Alternative option: "Let me clarify this question" ("You can wait a bit while I clarify the information").

2. "I can't promise you anything"

Alternative option: "I will do my best to resolve your issue".

3. "I did not understand you"

Alternative option: "Please clarify" ("Let me clarify if I understand you correctly").

4. "You misunderstood me"

Alternative option: "Let me explain again" ("I wanted to say that...").

5. "You must"

Alternative option: "In order for me to resolve your issue as quickly as possible, you can for your part ..." ("Wonderful if you…").

6. "You're not right "

Alternative option: "Yes, I agree with you, there is such an opinion, while ..."

7. "One second" ("Don't hang up, stay on the line")

Alternative option: "I just need a minute to... can you wait on the line or should I call you back?"

8. "This is the last item in stock"

Alternative option: "This product is actively sold out, and the next delivery is not expected soon".

9. "How did you find us?"

Alternative option: "May I clarify how you heard about us?"

And now, for those who want more...

4 common mistakes made by call managers

Use of diminutives in a conversation with a client. For example: request, bell, purchase, contract etc.
Excessive obsession. No need to try to get as much information out of the client as possible, while completely ignoring his "information desires".
The absence of pauses, the conversation "on the machine." A dry memorized text should be “given out” in a dosed manner, with accents and pauses, otherwise the client may feel unnecessary.
Abuse in a conversation with a client "words-doubts". For example: probably, probably, most likely, maybe, I'm not sure etc.

That, in principle, is all for today. If you have a desire to add to our list - feel free to comment.

We wish you to increase the conversion of a potential client into a real buyer during a telephone conversation to the maximum.

Thank you for being with us.

You were extremely polite and attentive, tried to conduct a conversation in confidence, and the client ... hung up and no longer gets in touch. Has this happened to you?

I am sure that almost every entrepreneur has faced such a situation. However, if you think that now I will tell you about some new secret technique that will allow you to be rude to customers and close sales, I will disappoint you.

Instead, I will just suggest that you give up 9 common polite phrases that, as it turns out, customers do not like at all. Don't forget to show this article to your sales managers :)

And stop talking today...

1. "Thank you for your time"

"What's wrong with that phrase?" - Are you angry?

It would seem that elementary courtesy is to thank the person for giving you the time. Maybe. But not in sales.

Why? Everything is simple. Thanking the potential client for taking the time you openly state that he did you a favor. But he talked to you because to him it was helpful and necessary. Your conversation helped the client solve some his problem.

And if he also bought from you, he already received more than you. After all, you get money from the sale, and the client - solution . So he should thank you.

So I I propose to replace this phrase to something like "Did I manage to solve your problem?" or “Did our conversation help you?”. This will let you know if the client is satisfied with the communication, whether you have taken into account all the points in the conversation, or whether he still needs your help. And yes, this is a good way to get a well-deserved gratitude out of him :)

Just don’t try to respond to the “Thank you” from the client and begin to scatter in gratitude to him. Just answer him "Please / Happy to help / No problem" or something similar.

2. "Just checking..."

Usually this phrase is said when the client did not answer the last message or did not call back within the specified time. And it seems to call to check if everything is in order with the client, in order to thereby bring him back to the dialogue.

Of course, I could recommend that you immediately bring the matter to the purchase, so that later you do not look for a client with such checks. But, as you know, things don't always go so smoothly. Therefore, if a verification call cannot be avoided, I I recommend that you always add some value to the client to “just checking”.

Which one - it depends on the stage of your relationship. If you are just starting your acquaintance, you can offer recommendations that are really useful to a potential client.

If you have already communicated several times, but the deal has not yet reached the purchase, you can refer to your previous dialogues. For example, say that you were analyzing the information provided by the client, and you came up with a cool new idea that will make your interaction even more useful / easier / more profitable.

Here's how to play around with it:

"I'm calling because I had an idea that could really help you...";

“I'm calling because I may have missed something important. And this may make our cooperation less fruitful. Do you have a few minutes to discuss…?”;

“I was going through my notes and found that I had missed an important detail. Please excuse me for this. Could you spare me a couple of minutes to clear this up? This will help me to offer you a better solution.”

This way, you don't just call the customer out of the blue with checks to waste their time. You will make this conversation valuable to the person. And such a move significantly increases your chances of selling.

3. “About the contract…”

This option is not too different from "Just checking." Sales people usually use this phrase when they are waiting for a contract to be signed, but it still won’t be decided.

Of course, the ideal option is to seek to sign a contract right at the end of your conversation with the client, or even in the middle. But what if it didn't happen? The contract is not signed, and the next conversation is postponed indefinitely?

Just like in the previous paragraph, I I recommend not to call with the subject “About the contract”, but to offer the client additional value. For example, offer a step-by-step algorithm for implementing your product or supporting materials to start effective use. And only then it will be possible to casually ask at what stage the process of signing the agreement is. Here it will be appropriate, because you are already discussing the use of your product.

4. "I would like to..."

Another harmless-looking phrase. But do you know why you shouldn't tell your customers? Yes, because they don't care what you want. First of all, the client is concerned about his own needs, and it is for their satisfaction that he came to you.

Therefore, the simplest thing you can replace your "I would like (a) ..." is "Would you like?". However, often salespeople are afraid of this phrase, as it is easy to answer “no” to it.

It goes something like this: “I propose to discuss how I / our company was able to help [describe a person / company with whom you have already worked] with [a description of a problem similar to the client's problem]. What do you think?" For example: “I managed to help 5 lawyers get at least 100 calls per month. I just audited their sites and fixed key flaws. Would you like to get such a result?

Agree, unlike “Would you like me to audit your site?”, This already sounds like an interesting proposal.

5. "Do you have a budget for the purchase?"

Don't underestimate the buyer. Most likely, before contacting you, he looked at similar goods, services or products. And even if you do not indicate them on your resource, one of the competitors will definitely have a price list on the site. Therefore, the client already approximately knows what cost to focus on.

Of course, the issue of customer solvency is very important. But I don't think it's worth asking straight away. To begin with, it is better to listen carefully to what the client wants, and then offer him some options and voice the cost. If the price is formed individually in each case, designate some range and explain to the client what the final result depends on. And after that, the issue of solvency will become clear by itself.

6. "Are you a decision maker?"

This question may seem appropriate if you work with a large client and do not yet know who the person in the company is. However, I think it's a little tactless to ask this. You seem to doubt that the one with whom you communicate can hold some significant position in your company. Agree, this is not very pleasant to hear.

If you still need to know who exactly will make the purchase decision and with whom you should communicate better, formulate the question differently. Ask: How are decisions made in your company?. Thus, you will not only know who you should contact, but also how you can better organize further cooperation with this client. For example, in some companies, a decision can only be made after you offer a step-by-step plan for implementing your product. And by asking the right question, you will understand what you should do to speed up the sale.

7. "I don't want to waste your time"

Salespeople say this phrase when they realize that a potential customer is looking for something different than what they have to offer. Thus, they politely refuse further communication and spending. his time.

I am absolutely for giving up and making better use of the time of the sales manager. However, there is a problem with such an early failure. The seller does not always have time to make sure that he really cannot help the client in any way. It often happens that after a superficial dialogue and not finding an obvious solution, the seller seeks to get rid of such an incomprehensible client as soon as possible. Of course, it is easier to switch to those with whom he is more likely to close the sale.

But you never know where an extra 10-15 minutes spent talking with such a person can lead you. Perhaps he will not become your client now, because he is really looking for something else. But he will remember your attentive attitude and sincere desire to help him. And next time it will come to you.

In addition, there is one more feature. If you clearly understand that you cannot help the client, but you know who can (for example, it could be one of your partners or your other clients), why not advise someone instead of yourself? Thus, you will save a person from long searches and save his time. Only here it is important to advise a really high-quality solution. And then those extra minutes spent will turn a failed client into a loyal fan of your brand. And who knows, maybe next time you will still make a sale.

8. "Can I send you some information?"

The old school of sales opposes this phrase. Like, if you didn’t interest the client with your proposal in a telephone conversation, then he definitely won’t waste time reading your materials.

On the one hand, it's logical. On the other hand… Most clients still do their research and look for information on the Internet. Why not make it easier for them to search and give them all the information they need to make a decision?

But here it is important to make sure that what you want to send is what the client really needs. So instead of "Can I send you some information?" ask: “My experience with clients has shown that they have such and such questions and such and such information is extremely useful to them. Do you want me to send it to you?"

9. "Honestly", "I'll be honest (honest) with you" and their variations

No wonder I left this phrase for last. She is a control to the head, a death blow to sales. The worst thing you can say to a potential client. Okay, I'm exaggerating, of course. But seriously, this phrase is pure evil.

She seems quite harmless. And even vice versa, very appropriate, so trusting. It is as if you are sharing something intimate with the client and letting him feel that you distinguish him from the crowd. Yes?

And here it is not. In fact, by saying this phrase, you admit that before that you shamelessly lied. And just now decided to be honest.

So once again: forget this phrase and others like it. There are no alternatives here. Under no circumstances should you provoke the client into thinking that you are being dishonest with him.

Bonus

And for those who read to the end (or cheated and immediately scrolled down the page), I have a small bonus. I collected more 10 words you and your sales reps should also forget. Unless, of course, you want to sell more.

Among them:

Problem. Nobody likes problems and nobody wants to hear about them. Therefore, forget this word or, if it is absolutely impossible to do without, at least replace it with softer analogues. For example, difficulty, difficulty. They sound less frightening and are associated with something short-term and insignificant.

Hope. It sounds like you're not sure. Insecure people sell less.

Obviously. Some clients may pick up a touch of indulgence in this word. And no one likes to be talked down to.

Sign. Instead of requiring you to sign a contract, ask the client to approve it. Feel the difference?

Forbidden. This is a word with a strong negative connotation. Use it only when absolutely necessary. Seriously. Only extreme.

Possibly/Maybe. These words show that you have doubts. And your offer is also starting to sound dubious.

Advice. Do not say this word until you are asked. Not everyone likes to be approached with advice. Rather, say that you had a similar experience, and gently lead to what you want to advise.

Objection. Well, I think, and so it is clear why you should not say this word.

Quality. This word is already so used (especially by companies whose product is not of the highest quality) that the vast majority of customers simply do not perceive it. As soon as you pronounce the quality, everything else will sound like this in the client’s head: “blah blah blah”.

Clients. The client you are talking to now is not all other clients. He is unique and his situation is unique. Therefore, talk about him, and not about your other customers.

Be polite. Be attentive to the client. Build trusting relationships. Just do not use these phrases and words. I'm sure it will improve your "missing" customer stats :)

Click "Like" if this article was helpful to you! I will know that you are interested in the topic of explosive sales, and I will prepare more materials with the secrets of cool sellers.

Recently, the question of how to check the phone for wiretapping has become more and more relevant. Indeed, in the world of progressive technologies, along with the active use of computer technology, telephones, radio and the Internet, various spy applications and programs are being created that can damage office equipment and communication devices. To date, it will not be difficult to independently check whether the phone is wiretapped. How to do this is described in the article. This does not require any special skills and the help of specialists.

Distinctive features of listening

By itself, wiretapping a mobile phone has its own characteristics, by which it can be easily distinguished. Getting access to another person's phone is pretty easy. And if there is a suspicion that your own device is being tapped, then it is better not to hesitate and send it for diagnostics.

Detectives and other experts know exactly how to check the phone for wiretapping, but since you can do it yourself, it does not make sense to spend money on other people's services. Of course, such diagnostics cannot guarantee a 100% result, but the presence of an extraneous network will certainly be detected.

Signs of attachment to a listening device

Not every person knows how to check a phone for wiretapping, but it is imperative to remember the main signs of attachment to a listening device. These include the following factors:

The battery drains quickly. This feature can not always be called an accurate indicator, since in most cases it is present on devices on which many applications and games are installed. It is a completely different matter when the phone is not always in the hands of its owner and there are no running programs on it. If in a calm state the mobile device is discharged in just an hour or two, then this is the first signal to the presence of wiretapping on it.
The device turns off, reboots or turns on the backlight on its own. If all of the above problems are not related to system malfunctions, then there is already a high probability that interference is being created on the side. When the phone is still tapped, nothing new and superfluous is displayed on the screen, but periodic failures may occur during operation.
During a conversation, extraneous sounds are constantly heard. The presence of other connected networks prevents the subscriber from getting through to another number, since this takes many times longer than without wiretapping. In addition, as soon as a special listening program is connected to a telephone conversation, small interference and a very noticeable echo of both voices are observed. Sometimes there are situations when one subscriber hears only himself, but not his interlocutor.
Cellular interferes with radio, TV, stereo. Even in the off state, the phone may "flash" when approaching any other devices.
Literally half an hour after replenishing the account, an impressive amount of funds was written off for no reason. If you find such a problem, you should immediately call the operator to clarify the circumstances. If his error is not here, then we can assume that along with the funds, all the information it needs about calls and messages was sent to the listening program.

If you suspect the operation of eavesdropping systems, it is recommended to contact law enforcement agencies. Based on the fact that modern devices operate according to innovative principles, only special equipment can better deal with them.

It must be remembered that you can install wiretapping on every phone, regardless of its cost or year of manufacture. Of course, the very first models are amenable to this only after installing bugs, and not with the help of the network or the Internet, since they do not have operating systems, but even these cases are cause for concern and appeal to the authorities.

More details on how to check the phone for wiretapping in Russia will be described below. This information will make many people think about the state of their device. Every person needs to check the phone, since it certainly won’t get any worse, but it wouldn’t hurt to make sure there is a wiretap.

Number combinations

Wiretapping a mobile phone, or rather its presence, is freely checked when dialing a certain combination of numbers. They are little known, but each is valid. The best number combinations are:

*#43#. This number allows you to see call waiting information.
*777# (for Ukrainian subscribers). The combination shows the current balance and the operator's menu.
*#06#. The code automatically pops up a window where the IMEI data is displayed.
*#21#. This code helps to check the wiretapping of the phone in just 5 seconds. Such a number allows the user to find out who, besides himself, receives notifications about calls and SMS to this number.
*#33#. In this case, data is displayed about the services that support the mobile device and the devices from which they originate.
*#62#. The combination shows the number to which calls and data are forwarded, if available.
##002#. Such a code is used to disable call forwarding and set up calls to be received only by the owner of the phone.
*#thirty#. A set of numbers provides information to clearly identify the numbers from which incoming calls are made.

All these combinations make it possible to provide your phone with reliable protection against the connection of unknown networks that are harmful. In fact, there is nothing difficult in checking the phone for wiretapping. The combination of numbers is available to all subscribers. But keep in mind that not even all operators know about it, so you should not check your device too many times.

Hidden codes for iPhone

The owners of devices from Steve Jobs probably guessed that they had hidden functions, or rather codes. Thanks to them, you can view a lot of information: from signal strength to the forwarding status itself.

The phone allows:

hide own phone number (#31#);
find out the signal strength (*3001#12345#*);
get acquainted with the unique code (*#06#);
determine the point where messages arrive (*#5005*7672#);
barring calls and call standby mode.

hide number

However, how to check the phone for wiretapping, you should also know how you can hide the number. To do this, you just need to dial the combination given above and call other people's numbers as an unknown subscriber.

Find out the signal strength and unique code

Sticks and dashes are the epitome of signal strength these days, with no precision. After turning on the field conditions, you need to dial the number indicated above, and then hold down the power button. When the screen goes blank, you need to press the center button and wait until the home page appears. The number in the upper left corner will indicate the strength of the signal.

To determine the phone code, just dial *#06#. The settings will immediately appear there, where the necessary item will be present.

Where do messages go?

Each SMS message, before reaching the subscriber, passes through a special center according to the identification number. You can recognize it using the combination *#5005*7672# and the call button.

Call barring and call waiting

This mode allows you to block both incoming and outgoing calls. "Waiting" allows you to hold the current or incoming call. You can carry out interesting manipulations with such combinations:

*33*PIN# - enable call barring;
#33*PIN# - disable the previous ban;
*#43# - call in waiting mode;
*43# - turn on the standby mode;
#43# - disable waiting;
*#21# - forwarding.

A few tips from experts who have already encountered similar problems more than once will help eliminate the likelihood of listening to a mobile device:

do not transmit confidential information over the phone;
for business negotiations, a cell phone is not the best way;
a conversation that is carried out in a car on the move is much more difficult to listen to due to noise and frequency changes;
no need to take risks and trust phone repair to an unfamiliar office with dubious customer reviews.

Knowing how to check the phone for wiretapping, you can not be afraid for the integrity and safety of the device, as well as for yourself. Now it is clear that this is not so difficult to do, so you should not immediately contact the masters who will carry out diagnostics for a long time. The help of specialists will be required only if the wiretapping is serious and it will not be possible to remove it with the help of simple combinations.

14.9.2014, 14:30

14.9.2014, 20:34

And if you write on the forum - puten, alah akbar - the speed of the Internet will immediately increase!

14.9.2014, 21:04

And if you pull the elastic band on your own shorts and yell there

bomb, explosion, Chechnya

puten, alah akbar

then stopudovo everything

will increase immediately

and

communication will be much better

...

14.9.2014, 21:05

Often on the Internet you can find advice about the FSB chip - if the connection is bad, then say a phrase containing the keywords of the FSB - "Putin, bomb, explosion, Chechnya" and supposedly immediately the automation switches to a special channel that goes to wiretapping and recording the conversation, but the connection will be much better.
True, the conversation will immediately be recorded, saved and listened to. Who thinks about this?

does not work...

I think it's a hat.

The company in the hotel plays cards and tells jokes. Petrov says: - You shouldn't be talking here. The microphone can be hidden even in the ashtray. Everyone laughed. Then Petrov went out into the corridor and asked the maid to bring three cups of coffee in exactly ten minutes. Returning, he picked up an ashtray and said into it: - Comrade major! I ask for three cups of coffee in five minutes. Five minutes later, coffee is served. The shocked narrators go to bed. In the morning, the joker falls down because people in civilian clothes take away the neighbors. The latter lingers and shakes his hand: - Thank you for your assistance, Comrade Petrov. The major especially liked your coffee joke.

Well, nothing can be ruled out. Wiretapping is 100% conducted and probably not always legal, but as they say "Who the fuck is this?".

But in fact the answer is like in the USSR: "A law-abiding communist / citizen has nothing to hide!". So listen to your health.

communication will be much better

Communication is a matter of chance, including sexual!

Listening is 100% underway

Can you imagine what computing power should be involved!? for voice identification, various languages. For specific individuals, you can admit, but what would be in bulk????

Total surveillance is the future. And the future of Google.

15.9.2014, 11:00

16.9.2014, 23:02

If speaking on the phone you say the word: "bomb", "president", "Allah", any of the 100 keywords, the computer will react to this, automatically record everything and give a signal to analysts. Film "Enemy of the State 1998" 1:30:42.

Alex310, better some xf Source code or another one where they plunged into the past and looked.
puberu, and if you are burry-lisp?)

I don't mean total surveillance, I mean demand surveillance. That is, if the FSB is interested in a specific person, then the FSB has 100% the ability to listen to a specific person.

In memory - the case of Kasich / Zheleznov. Illegal wiretapping was conducted until a convenient situation appeared, then - a setup, a criminal case and a term. The notes were used as evidence. There is already such a joke: when you say that this is not a telephone conversation, somewhere one FSB officer is sad.

=777= Now, even without calling by phone, there are enough methods of wiretapping. Everyone has enough microphones, in phones, laptops, tablets, and even without them they can, if they want.

777=, now there are enough wiretapping methods even without phone calls. Everyone has enough microphones, in phones, laptops, tablets, and even without them they can, if they want.

We develop thought.
Consoles, Smart-TVs, Laptops, Just a PC with a microphone - everything is potentially writing.

harsh present. you are behind.
the record is kept of everything and constantly, and when necessary, upon request, they find everything related to the person who needs the button accordion already ...

Here I am in solidarity with this idea. Logs are written, lie to themselves. And when necessary, we will unwind the ball according to all records. And how you disgustingly sing in your soul will be organized in the form of a public "leak" from the FSB bases.

1. "I don't know"
Alternative: "Let me clarify this question" ("You can wait a bit while I clarify the information").

2. "I can't promise you anything"
Alternative: "I will do my best to resolve your issue."

3. "I didn't understand you"
Alternative option: "Clarify, please" ("Let me clarify if I understand you correctly").

4. "You misunderstood me"
Alternative: "Let me clarify again" ("I wanted to say that...").

5. "You must"
Alternative option: "For me to resolve your issue as quickly as possible, you can for your part ..." ("It would be great if you ...").

6. "You're wrong"
Alternative option: "Yes, I agree with you, there is such an opinion, while ..."

7. "One second" ("Don't hang up, stay on the line")
Alternative: "I just need a minute to.... Can you wait on the line or should I call you back?"

8. "This is the last item in stock"
Alternative option: "This product is actively sold out, and the next delivery is not expected soon."

9. "How did you find us?"
Alternative option: "May I clarify how you heard about us?"

4 typical mistakes made by call managers:

Use of diminutives in a conversation with a client. For example: application, bell, purchase, contract, etc.

Excessive obsession. No need to try to get as much information out of the client as possible, while completely ignoring his "information desires".

The absence of pauses, the conversation "on the machine."

A dry memorized text should be “given out” in a dosed manner, with emphasis and pauses, otherwise the client may feel unnecessary.

Abuse in a conversation with a client "words-doubts". For example: probably, probably, most likely, maybe, I'm not sure, etc.

12 Practical Sales Scripts

Sales scripts: Dealing with objections:

1) Dealing with objections in sales: method 1 - "Yes, but ..."

Client: "It's expensive for you."
You: Yes, but we have a quality product.
Customer: "I've heard negative reviews."
You: Yes, but there are many more positive reviews from satisfied customers.
Client: "Take a long time."
You: Yes, but we have a lot of goods and absolutely everything is in stock.
Client: "No money."
You: Yes, but we have the possibility of a loan (leasing).
You: Yes, but let's meet in the future.
You: Yes, but let's compare...
This is how the "Yes, but..." method works.

2) Handling objections in sales: Method 2 - "That's why..."

Client: "I'll think about it."
You: That's why I want to meet with you, tell you everything, so that you have something to think about.
Client: "Good personal relationship with current supplier."
You: That is why I want to start working with you so that you also have a good personal relationship with us.
Customer: "I don't want to pay upfront."
You: That's why we have a lot of other advantages that will compensate for this.
Client: "There is a supplier."
You: That is why I would like to meet with you in order to tell you about our advantages.
Client: "It's expensive for you."
You: That's why I want you to take only a trial batch.
To make sure that our product is worth the money.
This is how the "That's why..." method works.

3) Dealing with Objections in Sales: Method 3 - "Ask a Question"

Client: Expensive.
You: What are you comparing to?
You: Why did you decide that?
You: What is dear to you?
You: How much is inexpensive for you?
Client: "No money."
You: What do you mean?
You: And when is the budget open?
You: And when can we meet with you in order to get to know each other in the future?
Client: "Competitors are cheaper."
You: How did you determine that we have the same product?
Client: "Good personal relationships with others."
You: Why does that prevent you from simply considering our offer?

These are clarifying questions. You can ask a question that will make the client think. Let's call it "loading question". This is a question that contains a hidden statement. Here is an example:

Client: "It's expensive for you."
You: If we were expensive, so many clients would not work with us for many years. Why do you think they buy from us?
In the previous example, we split the question into two sentences. The first is a statement, and the last is a question. The second is a question with a hidden statement inside. This question makes the client think.

4) Dealing with Sales Objections: Method 4 - "Let's Compare"

The method fits very well with the "Expensive" objection.
Client: Expensive.
You: Let's compare.
And you start comparing point by point: How much batch do you take? With what frequency? What are the conditions for payment? What is the delay? What is the value of trade credit? What is the quality of the goods? Who is the manufacturer? What warehouse is it shipped from? Whether there are available? What parties? What assortment do you take in addition to this product? Did they have a quality problem? How fast do they return in case of marriage? What warranty conditions do they give? What service do they offer additionally? Do they have a service post? How long has this company been on the market to guarantee the fulfillment of the obligations that it takes on?

That's how many parameters there are to compare using the "Let's compare" method when the client claims that you are expensive. The fact is that when a client starts telling you what is expensive for you, he tries to make you believe that everyone has the same product, but yours is just more expensive. Your task, using the "Let's compare" method, is to show the client that there are no identical things.

5) Dealing with objections in sales: Method 5 - "Substitution"

Still sometimes it is also called "Paraphrase". The first substitution option - you change the objection to a statement that is beneficial to you. The substitution begins with the words: "Did I understand you correctly?"
Client: "It's expensive for you."
You: Change the objection to a favorable statement: "I understood correctly (a), if you are convinced that our product is of better quality, are you ready to buy it?"
Customer: "You don't have it in stock."
You: "Do I understand correctly that if we plan a warehouse for you, are you ready to buy from us?"
Client: "We don't have money."
You: "As far as I understand, if we agree on the quality of the goods and the terms of delivery, then at the next purchase you will buy from us?"

This is how the objection substitution method works.
Remember that you will not immediately convince the client with one answer to an objection. You will simply bypass the wall of objection in his head and move one step closer through the labyrinth of objections to the cherished center - "Yes".

6) Dealing with Objections in Sales: Method 6 - "Division"

A good method when you need to prove that a more expensive product is more profitable than a cheaper one. A typical example is a detergent. A well-known company that sells expensive detergents in small packages is trying to prove that these detergents are more effective than other detergents sold in larger packages for less money.
How to do it? Everything is very simple. Let's divide by the number of dishes: "With an expensive detergent in a small package, 1,000 dishes can be washed, and with an inexpensive detergent in a larger package, only 300 dishes can be washed. As you can see, despite the fact that our product is more expensive and the packaging less, it cleans 1,000 dishes, which is 3 times more. So even if the price of another product is 30% less and the volume of its package is 2 times more, it still will not block the threefold increase in the number of dishes that can be washed.
When it comes to detergents, it is easy to divide by the number of plates. What if you have another product or service? You have to come up with a parameter that you can divide by. And so that the present value per unit is either less or the same as that of competitors.

7) Dealing with objections in sales: Method 7 - "Reduction to the absurd"

You take the customer's objection and confront it with a stronger statement. For example:
Client: "It's expensive for you."
You: If we were expensive, then so many clients would not work with us for many years.

8) Dealing with Objections in Sales: Method 8 - "Reference to the Past"

To make this method work, look for actions in the client's past experience that are similar to what you are suggesting. Then it will be easier for him to agree to your proposal.
You: You once chose this supplier because he offered favorable conditions. Maybe it's time to review our terms?
You: Have you had such a case in your life when you bought a cheaper item, and then bought an expensive one anyway, because the cheap one did not suit you? And you felt sorry for the money that you spent on a cheap thing?
Of course, there was such a case. Even if the client doesn't say so. Most people have this experience, so without waiting for an answer, you can sum up: "Maybe it's the same here. Let's see if that cheaper option suits you together!" Based on the fact that this has already been in the past experience of the client, it is easier for you to convince him.

9) Dealing with Objections in Sales: Method 9 - Link to the Future

A very good method for getting the client to talk. If a customer hasn't bought from you yet, you can say, "What would you choose if you decided to buy? What would you buy?"
If you have good psychological contact with the client, then he will begin to tell. And if he doesn’t start, then you can push him a little more to talk about the future: “Perhaps you would take this, because this is it. Because you need this.”
If the client has begun to talk about the future, this gives you the opportunity to understand what he wants and build the right argument, find the right leads in order to continue the sale.

10) Dealing with Objections in Sales: Method 10 - "Reference to Rules"

The reference to the norms begins with the words: "For a company of your level, it is perfectly normal ...". Thus, I argue that there is a certain norm of behavior.
Customer: "We have a supplier."
You: It's perfectly normal for a company at your level to have multiple suppliers.
Customer: "We buy cheaper."
You: It is natural for a company of your stature to purchase more expensive but higher quality items.
This is how the "Reference to norms" method works.

11) Dealing with Objections in Sales: Method 11 - "Set the Bar Too High"

The high bar is a story about a more difficult case. Very often, a manager, telling a client about how he works with a larger company, receives in response the client's objection: "Well, this is a large company, and we are small. We can't." Therefore, do not tell the client about a larger company, rather tell about a more complex case and a smaller client. Example:
Client: "You are far away."
You: We drove even further. Outside the region.
Client: "We have a very specific business."
You: You know, I agree with you. But we even worked with companies where the business is so specific that no one but us could supply them with goods.
And give examples: a mining plant, a space project, and so on. Where the specificity was extremely important, and where it was even more serious than that of your client.

12) Dealing with objections in sales: Method 12 - "And what could convince you, despite ..."

This method is a lifesaver. Even if everything is out of your head, resort to it
Client: "It's expensive for you."
You: And what could convince you of the need to buy, despite the fact that we have a little more expensive?
Client: "No money."
You: What would convince you to conclude a contract when the money appears?
And so on. If, on the other hand, everything has gone out of your head and you don’t know how to respond to the client’s objection, or the client has confused you by constantly mentioning the same objection, ask: “What could convince you despite this objection?” It may turn out that this objection is false and there is a completely different objection behind it, with which you need to work.