4. Objection Handling
As customers, most of us are always thinking twice before making a purchase. The more expensive the purchase, the more hesitant we are, generally speaking. Our apprehension comes from worrying whether we would be making the right decision. Is the product worth the price? The colour isn’t very nice, etc.
The staff need to be able to handle these objections tactfully. A very typical example is when a customer likes the item, however, doesn’t like the colour. Here the best thing to do is to show an alternative colour. If another colour is not available, show another item.
This gives the staff a good opportunity to up sell. This shows the customer that the staff has their best interest at heart and is trying to look for something that would suit the customer.