Managing time objections during calls is a critical skill for maintaining customer engagement.
Here are some practical tips you can implement immediately:
Acknowledge the Concern
Respect the customer's situation by actively listening. Use empathetic statements like:
- “I appreciate you taking a moment to speak with me, even though I know it’s a busy time for you.”
Pause and Listen
After acknowledging the objection, pause. This creates space for the customer to share additional insights or concerns.
Focus on Value
(WIIFM: What's In It For Me)
Transition the conversation by highlighting how resolving the issue now benefits the customer:
- “If we take just a couple of minutes now, we can address this today, saving you time later.”
Avoid Common Pitfalls
- Don’t give up too easily by agreeing to a callback without attempting to address the issue.
- Avoid sounding confrontational or defensive; prioritize collaboration.
- Ensure your WIIFM is tailored to the customer’s situation to keep them engaged.