Selling Luxury: Connect with Affluent Customers, Create Unique Experiences Through Impeccable Service, and Close the Sale

Chapter 69. Prepare for dealing with objections

Objections are perfectly normal. They are also opportunities to convince and persuade your customer that she is making good decisions.

Here are eight approaches that can be used together or separately:

1. Accept the customer's right to have an objection.

2. Listen without interrupting.

3. Ask questions to find out more about the objection.

4. Restate what you have understood.

5. Offer alternatives.

6. Reformulate to show that you have heard what has been said.

7. Go back over the benefits and use the discovery made earlier to point out why you feel this responds to their request.

8. Reassure the customer that this is a good solution.

Stay cool, structured, and positive when dealing with objections.

Story 6

The Sales Ambassador observed the woman carefully as she looked at herself in the mirror with a designer handbag over her shoulder. As she glanced at herself and the beautiful creation, she said "Well, let me think about it.

"The Sales Ambassador watched the body language carefully and for the moment did not say anything. The woman did not take the bag off her shoulder; she did not put it back on the shelf. She continued to look into the mirror, while having the beautiful handbag.

For the outcome, see page 150.