Sales & Service Tip Of The Week

Let’s pick up where we left off last week.  Here’s an example to help you master answering objections, using the R-PAST method.

Objection:  “I’m still waiting on a part to finish up this repair.”

Restate:       “You mean you still haven’t received that part yet?”

Probe:          “When did you order from parts?  What did they say?  Can you use another brand?  If I can find the right replacement, will you take it?”

Answer:        “We didn’t mean to hold you up on this, I’m sorry you had to wait.  I can help you with this and know how to bring a solution to your concerns.

Support:        “I’m confident this replacement will take care of your problems.  All of us here are certified in recommending the right part and how to use properly, so you don’t have to worry about it.”

Trial close:    “That should take care of it.  Can we go ahead and get it in?  Is there anything else you need today?  Again, sorry for the wait.”

 
There now.  See how easy it is!  Remember, objections can occur anywhere in the sale.  It’s all based on your interaction and the customer’s interest in what you’re offering.  You should look forward to and welcome objections.  You learn the customer’s thinking and are better able to qualify, which leads to a sale quicker.  Perfect the R-PAST method as a sales and service professional.