Matt, How Do You Handle the Customer Objection, “I Need to Think About It.”
In this edition of "HVAC Skill Builder," Matt discusses how to handle the customer objection: "I need to think about it."
Q: How Do You Handle the Customer Objection, “I Need to Think About It.” A: That's a very common objection and one of the best ways to handle that is not backing down and walking away from the sale of the opportunity. But it's a moment for you to ask the customer exactly what do they need to think about. For example, you can say, do you need to think about the IAQ product? Do you need to think about the Sear rating? Whatever it is, be able to ask the customer what exactly do they need to think about. And that's also going to be an open-ended question it's not a yes or no question. So once they start letting you know what they need to think about, then you can figure out a way on how to redirect that call or the opportunity to get them to say yes or there's a chance you didn't provide enough information and that's why they gave you the objection in the first place. So the key to that one is asking an open-ended question. For example, what exactly do you need to think about the IAQ product, the system replacement, whatever it is just ask them that and hear what they have to say.
Matt Akins is the Manager of HVACR Technical Education at ACCA.
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Posted In: HVAC Skill Builder, Technical Tips
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