Brainscape's Knowledge GenomeTM

Browse over 1 million classes created by top students, professors, publishers, and experts.


See full index

GoSales > Objection handling > Flashcards

Objection handling Flashcards

1
Q

What are 3 transitional questions you can use, and why?

A

Q1: What made you choose this internet speed?
Why? Get more information into what they value, if they have dependents, i will be able to use this find other packages that suit their needs

Q2) What services do you currently have with SHAW
Why? Gives them opportunity to discuss

Q)Do you own or rent the home?
Why? Lets you know which products to sell and which to avoid.

Q3)What happened during your bad experience?
Why? To see if it was either a service issue or a customer service issue.

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
2
Q

List 3 words to avoid, and find replacements

A

Avoid
- Contract
- Deals
- Cancel
- Cheap
- Sell or selling
- Change

Replacement
- Service agreement
- Opportunity/Offer
- Disconnect
- Inexpensive
- Booking appiintments/helping
- Upgrade/transition

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
3
Q

The customer asks if their current service provider be cancelled if I switch over to telus mobility, what do you say?

A

In terms of cancelling your service provider, we can assist you with that, our team is here to help you through the transition ensuring a smooth experience for you

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
4
Q

The customer says they recently paid the monthly fee for their current provider for the month, how do you handle that?

A
How well did you know this?
1
Not at all
2
3
4
5
Perfectly
5
Q

The customer tells you they recently went under contract with their service provider what do you say?

A
How well did you know this?
1
Not at all
2
3
4
5
Perfectly
6
Q

Mom says she is currently on a contract/month to month with her current provider, how do i handle this objection.

A

Serious objection. I must spend more time adressing this one.

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
7
Q

The customer notices you rummaging through notes and grows visibly impatient what do?

1) Ignore them
2) Re assure them that you will only be a minute
3) Let them know you are new
4) Let them know you want to do this right, so wish my boss
5) Acknowledge the customers impatience

A

1)

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
8
Q

Dad loves freedomn and he is currently paying $35/m w freedom, how do you handle this objection?

A
How well did you know this?
1
Not at all
2
3
4
5
Perfectly
9
Q

Gift gets a new phone if she renews her contract with her current provider, she has 7GB of Data she hardly uses, and she caims she pays $25 how do you handle that?

A
How well did you know this?
1
Not at all
2
3
4
5
Perfectly
10
Q

What are statements you can use when obsertve a customer is growing impatient.

A

“I apoligize for the delay, I won’t be much longer, thank you for your patience”.

” I apologize for the delay. I understand that your time is valuable, and I want to ensure we make the most of it. Thank you for your patience.”

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
11
Q

Customer: “Im already with SHAW”
You: “ ? “

A

You:

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
12
Q

What are general framework for open ended questions/conversational questions, and when would you use them?

A
How well did you know this?
1
Not at all
2
3
4
5
Perfectly
13
Q

What are general framework for yes/no questions and when would you use these?

A
How well did you know this?
1
Not at all
2
3
4
5
Perfectly
14
Q

Customer says they want the bundle deal emailed to them, what do you say?

A
How well did you know this?
1
Not at all
2
3
4
5
Perfectly
15
Q

Customer: “I am on a contract with SHAW”
Give atleast 1 response to this rejeciton.

A

1

Hey thats okay! Most people that I’v helped today actually had contracts. but I was able to provide enough credits and savings while upgrading their services to help them come out of their contract. I just have a
few questions to make sure you qualify for this…

We do have some credits that may be applicable for you that could help take care of any costs associated with canceling your current service agreement. If we can offer you better service and great deals would you still be interested in hearing about it? I can even take care of canceling the Shaw services on your behalf!

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
16
Q

“I am on a contract with SHAW”.

Give an example statement you can use to respond to this common objeciton.

A

Acknowledge that they are with shaw, explain how common their situation is, let them know you can take care of disconnecting their contract.

17
Q

“I am really Busy”.

Give an example statement you can use to respond to this common objeciton.

A

“I apologize for interrupting your day. I see that your are not with TELUS and just wanted to bring the good news to you on our latest [TELUS Promotion/offer] or [PureFibre].

“I understand your time is valuable, I can either come back another time or quickly go over this with you today to makesure we can help you to find exactly what you need. Which do you prefer?”

18
Q

“I have my email adress with SHAW”

A

1),Explain how common their situation is EX.
“A lot of your neighbors have had the same concern. What they found was that using Gmail or Hotmail as their email provider allowed them to explore other options that’s best for their home like
taking advantage of TELUS PureFibre”

2) Ask the customer if they’ve ever thought about setting up a Gmail account!

19
Q

What solution will you provide to the objection.

“I have my email adress with SHAW”

A

Steps to transfer email:

If you’re exporting from Shaw Webmail so you can import your files into a third-party app (eg. Windows Live, Outlook, Mac Mail),

  1. Go to https://webmail.shaw.ca
  2. Log in to Webmail with your username and password.
  3. Click Preferences in the toolbar at the top of your Inbox.
  4. Click Import/Export in the menu on the left side of the
    screen,
  5. Under Export, select one type of file to export (Account,
    Calendar or Contacts).

Account: Select Advanced Settings, types, and dates to export data as .tgz file.
Calendar: Choose specific calendar to export as .ics file.
Contacts: Export to email app, saved as .csv file in Downloads.

20
Q

Customer says, “ I had a Bad experience with
TELUS / Doesn’t like TELUS.

What example statements can say to this.

A

“I’m so sorry to hear that, can I ask what happened? I’d love to be
able to help turn things around for you.”

21
Q

Customer says, “ I had a Bad experience with
TELUS / Doesn’t like TELUS.

What framework will you use to handle this.

A

Take a moment to uncover what has happened and, if
appropriate, discuss the investments TELUS has made to
provide superior customer service and infrastructure

22
Q

Customer says, “ I had a Bad experience with
TELUS / Doesn’t like TELUS.

What is an actual solution to this issue.

A

Reminder: Submit a customer experience ticket in MyToolsto
support customers with valid issues. Alternatively see list of
Departments below to provide to customers to reach out to.

23
Q

I need to speak to my spouse / partner about this.

How would you respond to this objection and why?

A

What time would be the best to talk with them? I can quickly give
them a breakdown of our plan

“What kind of information is important to your partner?”

24
Q

I am not the account holder.

Sales rep:

A

When is the account holder available? I can come back another
time.”

25
Q

I’m not interested

What are possible ways to respond to this

A

1) Ask why?
2) AAT (if i sense they are using a smokescreen)
Exmaples:

1)I totally understand you are not interested, just want to beat your
price and provide you the best < service type> possible.. How
much do you pay with shaw?

2)What do you love about Shaw and may I ask, have you heard of
TELUS and the great services and pricing we offer?”

3)I totally understand, that’s exactly why we are here. We’ve been
able to help a lot of your neighbours save money and get a better
package so that’s what I’m going to try to do here!

26
Q

Customer/mom says too much of a hassle to switch to TELUS

How can i overcome this objection.

A

Explain how smooth it is to switch too telus.

“At telus we make sure the transition is as smooth as possible. We take care of cancelling everything on your behalf!”

27
Q

What is needed to cancel SHAW services for a customer.

A

1) Customers phone #
2) Customer service adress
3) Customer full Name
4) Shaw account number (up to 11 digits long1)

28
Q

Customer says, I will contact TELUS if I want to switch.

How can you respond to this objection?

A

I totally understand you would contact TELUS if you want to
change but unfortunately this deals are only for your Neighborhood
and I’m only here for the day

AA, urgency, transition.

29
Q

But Shaw has a talk to remote feature

A

Explain TELUS home Assitant for Optik TV can be used by any BC / AB customers with TELUS Optik TV, Internet and a suuported Google or Alexa device.

30
Q

What are some example commands you can use with Google Homes and Telus.

A

Example Commands
- “Hey Google, change channel to CNN on Living Room TV”
- “Alexa, launch PVR storage on Bedroom TV

31
Q

Objection: I just renewed with SHAW

What can you say to this objection.

A

Whenever a buyout is higher than the bill credits I’m able to offer I
look at long term savings over the 2 year term or add value buy
bundling other products for more bill credit.

32
Q

Price / TELUS is too expensive

How can you handle this objection

A

I agree it can be expensive, but that’s why Telus has an amazing
offer called the Whole Home Bundle that bundles all home services
to ensure you get real Value for your money.”

Example: You can get the Whole Home Bundle for as little
as $108

AA, explain, transition

33
Q

Give an example of how you would suse 3F’s principle to handle a Objection.

A

Feel - “I understand how you feel…”. Show empathy to the customer and don’t
fight their objection.
- Felt - “I would feel the same way….” or “Others definitely feel the same way….”
- Found - “Here is what I have found…

34
Q

why would you start your pitch at a higher tier?

A

In the case the customer currently has SHAW TOTAL TV, its beTTER TO GIVE OPTIONS FROM 11 + 2 then reduce to 7+1 or 4+1,

If rep started pithcing with 4+1, customer will hesitate to add more when facing cost increase.

35
Q

Highlight key difference that make TELUS better than SHAW.

A

Competitive pricing: Unbeatable value, $10/mo discount & rewards for customers.
Network superiority:

Wireless: TELUS leads in network performance, faster than Shaw/Freedom & Rogers.
Wireline: TELUS offers symmetrical speeds with 100% fibre connection, faster than Shaw.

SHAW: Not true fibre, slower upload speeds.
Better service experience: TELUS has the fewest complaints for 10 years, outperforms Shaw in customer service.

CCTS 2019-2020 report:
TELUS complaints: 1,166 (-27.6%)
Rogers complaints: 1,781 (-2.8%)
Shaw complaints (wireline): 771 (+17%)

TELUS/Koodo rated higher in customer service satisfaction than Shaw/Freedom.

36
Q

How do you handle I need to think about it during presentation

A

A,A, utilize urgency, explain everything I explained will be the exact same online, transition

GoSales (9 decks)

Brainscape helps you reach your goals faster, through stronger study habits.
© 2024 Bold Learning Solutions. Terms and Conditions