Hints and Tips for Handling Future and Past Tense Objections

May 6

Here’s how to approach these situations with confidence:

Acknowledge the Customer's Statement

Show empathy and understanding by reflecting on their intention or action:
  • Future Objection: “Thank you for prioritizing us in your payment plans now that you’re back to work.”
  • Past Objection: “It’s great to hear you’ve already made a payment. Let’s confirm the details together.”

Incorporate WIIFMs
(What’s In It For Me)

Highlight benefits that resonate with the customer’s goals:
  • Future Objection: “By addressing this balance today, you can avoid late fees and gain peace of mind.”
  • Past Objection: “Verifying your payment ensures your account reflects the correct balance, avoiding unnecessary charges.”

Use the WAM
(When Amount Method)

Gather specifics to create clarity and secure commitments:
  • Future Objection: “What day next week do you plan to make the payment, and for what amount?”
  • Past Objection: “Can you confirm the date, amount, and method of your payment?”

Address the
Remaining Balance

Clearly communicate the outstanding obligation:
  • "Since you covered $700 yesterday, the remaining balance is $200.  Can we resolve that today?"

 Avoid Common Pitfalls

  • Don’t jump to collect the WAM without addressing concerns.
  • Avoid focusing solely on consequences; emphasize benefits instead.
  • Ensure the customer understands any remaining balance.

Conclusion

By following these steps, you’ll handle tense objections with empathy and effectiveness, fostering better customer engagement and resolution.