Objections vs. excuses
Objections are healthy. When someone is being offered a new opportunity or product, it's not unusual for there to be objections.
These are issues, the missing feature or unwanted element that's keeping us from saying, "yes."
On the other hand, an excuse is merely a wild goose chase, something that people say to make the salesperson go away, to minimize the seriousness of the opportunity, to hide.
Objections, then, are a truly productive way for a salesperson and a potential customer to interact. "If we can figure out a way through this objection, does the rest of it sound good to you?" An objection is an invitation, a request for help in solving a problem.
Excuses, on the other hand, are merely fear out loud.
Not only are smart and caring salespeople attuned for the difference (and practiced at telling them apart), so is the self-aware buyer/student/patient/investor/customer. Knowing what's holding you back is a smart way to go forward.
These are issues, the missing feature or unwanted element that's keeping us from saying, "yes."
On the other hand, an excuse is merely a wild goose chase, something that people say to make the salesperson go away, to minimize the seriousness of the opportunity, to hide.
Objections, then, are a truly productive way for a salesperson and a potential customer to interact. "If we can figure out a way through this objection, does the rest of it sound good to you?" An objection is an invitation, a request for help in solving a problem.
Excuses, on the other hand, are merely fear out loud.
Not only are smart and caring salespeople attuned for the difference (and practiced at telling them apart), so is the self-aware buyer/student/patient/investor/customer. Knowing what's holding you back is a smart way to go forward.
Seth Godin
Marketing I
Ticket out the Door today! - best you ask
2.06 Vocab Wednesday, Oct 12
Study for the 1st 5 - Scatter (here) for bonus...again, 5 minutes.
If you get a low score, call me over and I will look on your screen
2.05
What are the benefits for good customer service?
What are the benefits for good customer service?
Today we will continue the joy we know as Customer Service.
Powerpoint (Review):
Handle difficult customers (CR:009)
a. Define the following terms: disagreeable customer, domineering/ superior customers, dishonest customers.
b. Identify types of difficult customers.
c. Describe categories of disagreeable customers.
d. Discuss categories of domineering/superior customers.
e. Describe ways in which customers are dishonest.
f. Identify situations in which customers become difficult.
g. Explain reasons for handling difficult customers.
h. Describe general guidelines for handling difficult customers.
i. Explain specific guidelines for handling types of difficult customers.
j. Demonstrate procedures for handling difficult customers.
Handle customer/client complaints (CR:010)
a. Define the term complaint.
b. Identify the costs associated with customer complaints.
c. Identify reasons for customer complaints.
d. Describe the benefits of customer complaints.
e. Explain the importance of appropriately handling customer complaints.
f. Explain procedures for handling customer complaints.
g. Demonstrate procedures for handling customer complaints.
What grade of Gas does mom use in her car?
Would you ever eat at a restaurant that had a "B" rating?
Would you ever buy grade "C" meat?
2.06 Grades and Standards [5-40]
a. Define the terms grades and standards.
b. Explain the interrelationship of grades and standards.
c. Describe what businesses do with products that fail to meet the lowest standards.
d. Explain reasons for using grades and standards.
e. Describe ways that grades and standards aid the buying and selling process.
f. Explain the importance of grades and standards in global trade.
g. Identify groups that develop grades and standards.
h. Describe types of standards.
i. Identify examples of graded products.
Let’s research some common foods that incorporate grades and standards.
Raspberry Standards
Peanuts
Look up “Grade Chart USDA Meat”
“Grades of Acne”
grades of hamburger meat
Speed ratings of tires
Grades of Gasoline (octane)
HONORS STRATEGIC MARKETING
TideHinge
Hand in Permission Slips
Oilspill! Virtualteamchallenge.com
Tutorial
Mon 1-13
Tues 14-31
Wed 32 - 52
Thurs Finish
Test on Friday
Chap 5,6,7 + 1,2,3,19
60 Questions
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