Objection Handling for Outbound Upsell - (Free Toolkit)

Author: Call Centre a2z

Date: 3rd July 2013

Downloads: 13

It is important that we handle any customer objection correctly and efficiently in order to secure a sale.

There are many factors to take into consideration when dealing with an objection, namely:

  • What information can be shared with the customer that may make them understand the product more fully and, therefore, answer any objections they may have?
  • Is the objection they are giving you the full story?
  • Are there any questions you can ask that will give you a full picture?
  • Show empathy for the customer but try not to agree with them. Use the “Feel, Felt, Found” method.
  • “I understand how you FEEL, some of our customers have FELT the same, however, I have FOUND that by...”
  • Remember not to use this if the customer is objecting about the service they have received.
  • Ensure that your product knowledge is second to none.

The following has been devised to help you answer customer objections. It contains sample answers that you may find useful and also contains some product knowledge that you should remember to tell your customers.

See the full toolkit below;

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