All of us talking on the phone both for business purposes and just for everyday interactions. Therefore, at this time voice communication became one of the major way of transferring the information between individuals.
Nevertheless, very often we hear the objections on the phone when the second party disagrees with an issue we are trying to convey… So what can we do about this?...
As an answer to the above interaction issue, I have prepared a LIST OF TECHNIQUES that you can add to your armory in order to fetch over the course of communication. These are as follows:
- Make sure you understand the objection
We should always try to “use your two ears to listen” for the purpose of listening and understanding and not for replying. Evaluation and clarification of what has been said is one of the most important component in subsequent handling objections. Understanding the hidden reason of objection is the key to pushing the right buttons for overcoming it.
- Think of further objections in advance… model the situations in you mine…
When you overcome at least one objection, it does not mean you overcome all of them. Do not relax after overcoming the first one because you can overlook something important while dealing with subsequent interaction. When you handle the first issue, it is worth asking your phone opponent if there is anything else that he/she is concerned about. Such approach will lead to a positive perception and de-escalation of you phone partner.
- Be confident in what you are saying!
When we de-escalate the any issues related to objections, we can start boosting confidence in making the right decision. This step includes providing more information and advantages of your point of view. At this stage, we should transfer our 100% confidence to the second party (ability to solve the problems, quality of the decisions, and benefits for our communication partner). Creating value for your opponent is the key to communication success!
- Practice makes perfectness!
Try, try, and one more time try, until you are able to handle any objection with ease and confidence. One of the key point in handling the objections is eliminating your partner`s risks and concerns as much as possible in an easy and stress-decreasing way. Show that you are an expert in what you are talking about!
- Don’t neglect apologizing if something goes not right!
In every situation, we must be human beings and handle others equally showing not to be patronizing. Try to be sincerely empathetic if your phone friend's expectations are not met even if this is unreasonable claims. Treat others, as you would like to be treated. Treating with respect people`s mindset, values, and beliefs even if they may not match your own will ensure that your attitude in handling objections will be met in a positive manner.
- Eliminate negative emotions in both your phone partner and yourself!
Accept the emotional state of a person on the phone, and do not allow that to become the starting point in dealing with objections. Among the emotions try to recognize the real issue by careful listening to the conveyed information. Set aside your personal emotions, and believes, and keep close to the point of the conversation. Speaking with a low and clear voice in a controlled manner while remaining calm will reassure you partner in your non-conflictive attitude. Provide to your partner multiple options for the resolution of the objection thus pushing them to make choices on their own.
One more thing guys, I would be glad to hear you feedback in the comments below. It would be nice to hear what methods and techniques you use to overcome objections while talking on the phone or in real conversation.
Stay in touch!