Are You Reacting or Responding to Your Customer’s Objection?
I love people watching, which is probably a good thing considering how much time I spend in airports. A few weeks ago, my wife and I were stepping out of a taxi at Phoenix Sky Harbor Airport. As we (and by “we” I really mean “me”) were hauling our suitcases out of the cab and onto the curb, something fascinating happened.
The family in the car ahead of us was unloading their suitcases as well when their toddler attempted to step up onto the curb all by himself. This was clearly one of his early attempts at such a feat. As he lifted his tiny little leg up, he misjudged the height of the curb and BLAM! He promptly face-planted on the concrete. Ouch!
I expected to see him reacting with howls of bloody murder. Instead, he reacted by looking up for his mother. But she was standing out of view behind him.
Now why do you think he looked for his mom? When toddlers fall, they often look to their mother in order to gauge their own reaction. If mom reacts in a panic, then you can just about guarantee that the tears will start flowing.
But the opposite is true as well.
When this toddler hit the pavement, who was in his view? My wife Melissa. She looked right at him and said with a fun upbeat voice and a huge smile, “Did you fall? Wow! That was a big curb but you will get it next time!”
After a slight pause the toddler let out a slight giggle and then started laughing.
Are You Reacting or Responding?
In sales, customers look to a sales professional to gauge their own response. Let’s take objections as an example.
If we are honest, we will admit that hearing certain objections over and over and over feels very frustrating. We might even sarcastically blurt out to friends or a spouse something like, “If I hear that objection one more time, I am going to postal on someone!”
With such frustration brewing inside of us, when that specific objection does surface yet again, there is a big chance that we will “react” in a way that validates the customers objection.
In other words, reacting negatively to an objection gives momentum to the objection. Examples of reacting negatively include:
- Rolling your eyes
- Sighing out loud
- Taking a half step back with one foot (also know as fight stance)
- Popping your hip to one side (husbands and boyfriends have seen this when they are in the dog house!)
- A scowling face
Instead of reacting, work on responding to objections instead. Maintaining a neutral or positive response to objections sends a message that tells your customer, “This is no big deal.”
Think of the toddler and the curb and lead your customers beyond their objections by responding instead of reacting.