Objection handling Flashcards
What are 3 transitional questions you can use, and why?
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.
List 3 words to avoid, and find replacements
Avoid
- Contract
- Deals
- Cancel
- Cheap
- Sell or selling
- Change
Replacement
- Service agreement
- Opportunity/Offer
- Disconnect
- Inexpensive
- Booking appiintments/helping
- Upgrade/transition
The customer asks if their current service provider be cancelled if I switch over to telus mobility, what do you say?
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
The customer says they recently paid the monthly fee for their current provider for the month, how do you handle that?
The customer tells you they recently went under contract with their service provider what do you say?
Mom says she is currently on a contract/month to month with her current provider, how do i handle this objection.
Serious objection. I must spend more time adressing this one.
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
1)
Dad loves freedomn and he is currently paying $35/m w freedom, how do you handle this objection?
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?
What are statements you can use when obsertve a customer is growing impatient.
“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.”
Customer: “Im already with SHAW”
You: “ ? “
You:
What are general framework for open ended questions/conversational questions, and when would you use them?
What are general framework for yes/no questions and when would you use these?
Customer says they want the bundle deal emailed to them, what do you say?
Customer: “I am on a contract with SHAW”
Give atleast 1 response to this rejeciton.
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!
“I am on a contract with SHAW”.
Give an example statement you can use to respond to this common objeciton.
Acknowledge that they are with shaw, explain how common their situation is, let them know you can take care of disconnecting their contract.
“I am really Busy”.
Give an example statement you can use to respond to this common objeciton.
“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?”
“I have my email adress with SHAW”
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!
What solution will you provide to the objection.
“I have my email adress with SHAW”
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),
- Go to https://webmail.shaw.ca
- Log in to Webmail with your username and password.
- Click Preferences in the toolbar at the top of your Inbox.
- Click Import/Export in the menu on the left side of the
screen, - 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.
Customer says, “ I had a Bad experience with
TELUS / Doesn’t like TELUS.
What example statements can say to this.
“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.”
Customer says, “ I had a Bad experience with
TELUS / Doesn’t like TELUS.
What framework will you use to handle this.
Take a moment to uncover what has happened and, if
appropriate, discuss the investments TELUS has made to
provide superior customer service and infrastructure
Customer says, “ I had a Bad experience with
TELUS / Doesn’t like TELUS.
What is an actual solution to this issue.
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.
I need to speak to my spouse / partner about this.
How would you respond to this objection and why?
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?”
I am not the account holder.
Sales rep:
When is the account holder available? I can come back another
time.”
