Take note of the first 4 words of this definition. That is why you should get excited for objections. When someone is giving you an objection, they are expressing to you a feeling. It may not be a good feeling but it is an expression, and that means you have started to build a closer relationship. The main reason behind the growth of Zappos.com (on-line shoe company) is the care in which they handle objections. They offer every customer a 365-day return policy with free shipping both ways. Can they really make money with such a generous return policy? Won’t people take advantage of that? Zappos is currently a wholly owned subsidiary of Amazon with an annual revenue over $2 billion. The vision for the company, painted by 24 year-old Tony Hsieh, was simple and crystal clear.
“We’re a service company that just happens to sell shoes.”
Currently, Zappos.com is a model company of online customer service. They have excelled in handling objections because in my opinion they don’t “Handle It,” they “Accept Them.” They use objections as a platform to build lasting customer relationships. How can we apply this to network marketing?
- Have A Long-Term Mindset: Think in 10-20 year increments. Listen to your prospect’s concerns and don’t rush them. Start the relationship and revisit the prospect at a later date.
- Pay Attention: Listen to the concern and offer solutions that are relevant to them.
- Product Knowledge: Educate yourself on commonly asked questions. If you don’t know the answer, know where to find the answer in less than 5 minutes. Find the answer for them, don’t just refer them to a site with info.
- Put Your Gloves Down: Don’t get defensive. This is emotional fitness at it’s best. Hearing objections for the first time can be a bit shocking but the edge wears off over time.
- Find Solutions: If the objection comes from a customer not happy with a product, know your company’s customer service channels. Fix problems as fast as humanly possible. Take care of the situation for them.
I hope you find these points helpful. Leave a comment below. I’d love to see how you handle objections.
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