Handling Objections - When the FAULT is YOURS!
There are some things that you can do to help handle objections when you have created. If you have made a mistake or have done something that didn't please the company, how are you going to handle that? Here are 5 steps to solve this problem:
- Honest Awareness - "Hi (account) This just happened..." Start by telling the account the issue (how it was created and solved.) Before you begin any light chatter, begin by sharing the fault. Get straight to it during this apology/explanation.
- Take Ownership - "I was going to..." or "it happened because..." Don't take ownership and then try and hide. Don't lose credibility and be accountable.
- Culpability / Humble Confidence - "I dropped the ball..." Take accountability but no need to be arrogant about a mistake you made. Also, don't take boastful pride in fixing a mistake you made.
- Restitution / Reconciliation - "Here are some options to resolve or suggestions to fix..." Don't just highlight the mistake without suggesting ways to repair. Having a way to fix the mistake shows that you are wanting to make it better. Don't feel bad if they don't accept your solution. They can fix it anyway they want.
- Focused Future - "This mistake will not be repeated because..." If you make this mistake, ensure that you do not repeat that mistake again. You must have a heightened awareness.
If you have any stories, experience or different steps to this process, please reach out:
Mike@TheSellingPodcast.com
Scott@TheSellingPodcast.com
Scott Schlofman
Mike William
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