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Overcoming Objections: Sales and Service Masterclass

This video examines tried-and-true techniques to help those in sales and service overcome customer objections. Examples are provided through role plays, making them excellent models for analysis and discussion. The program focuses on a number of helpful topics, including the difference between meeting customer resistance and working with it, techniques to overcome the four most common types of objections, uncovering the “real” objection, normalizing the customer’s feelings, and specific language techniques that help defuse volatile confrontations. Viewable/printable educational materials are available online. Part of the series Sales and Service Masterclass. (16 minutes)

Playing preview clip:
Common Objections
Panel members are introduced. They will assist in teaching viewers how to overcome objections in sales. High price, happy with current supplier, trust in product, and false objections are discussed.