Final answer:
Salespeople should handle objections by staying calm, carefully choosing their words, asking open-ended questions, and focusing on solutions. It is important to express concerns without appearing confrontational and to maintain a positive dialogue for mutual understanding and resolution.
Step-by-step explanation:
The salesperson should not take objections personally as confrontations or insults. Instead, the salesperson should choose words carefully to avoid exacerbating the situation and stay calm, listening to the customer’s concerns. Rather than asserting oneself as right, it is beneficial to remain open and respectful. Asking open-ended questions can lead to a clearer understanding of the objections, and restating what was heard helps affirm to the customer that they are being listened to and understood. It's imperative to focus on solution-oriented conversation rather than assigning blame. If a resolution isn't immediately accessible, consulting a supervisor or HR department is advisable.
In the process of managing conflict, it's essential to have a productive conversation that aims for mutual understanding and repair of any wounded feelings. Using phrases like "it seems that," "it appears to me that," or "I may be wrong, but," helps in expressing a point without coming across as authoritative, maintaining a bridge-building dialogue. Words such as "possible," "likely," "plausible," and "risk" also help in conveying concern without being confrontational. Effective communication during conflict involves both parties actively listening and responding, expressing thoughts and feelings, and affirming the other party to maintain a positive working relationship.