Retail Excellence - Handling objections
An objection is a statement that expresses a person's concern, reservation or disagreement about a particular matter, situation or recommendation. In the customer interaction (CI) process, an objection refers to the cause for a customer's resistance to an idea or recommendation, and provides an opportunity for the retail consultant to respond to that concern in the most effective manner possible. By the end of this module, you should be able to:
- Define what an objection is,
- Apply techniques for clarifying objections,
- Select appropriate strategies for responding to objections.
This module should take approximately 15-20 minutes to complete and will be followed by a short assessment to find out how well you've understood the material covered.