Conversation

Psychology of the Conversation

Customer: I need to ask my spouse

I have trouble making decisions.  I want to get off the phone.

Agent: So you like our product but just need to talk to your spouse and see how they feel about this?

Ensure that you understand and clearly define the objection.

Customer:  Yes

Agent: I understand.  I’ve made my way into the dog house more than once making decisions without discussing it with my spouse.

Customer: Haven’t we all.

Agree and empathize.  This takes the customer “off the hook.” (Great rapport!  I like this agent!)

Agent: I’d like to ask you while I still have you; in general, how do you like what you’ve heard so far?
Customer: Actually, it sounds pretty good.

Agent: What about it impresses you most?

Customer: Says what he/she likes most about it.

Ask a close-ended question and an open-ended question to get the customer back into a positive frame of mind.

Agent: Will you be speaking with your spouse in the next few days?

Agent asks a question that is leading towards their desired destination.

Customer: Of course.  I will see them after work tonight.

Agent: Oh, well fantastic.  Will you be discussing what we talked about today?

Agent keeps leading the customer along the desired path.

Customer: Definitely.

Agent: Well that works out perfectly.  I am able to hold an installation time for you with a simple, one time credit card payment so you don’t lose this time slot.  If you or your spouse have any other questions once you speak to them, you can feel free to give us a call.  We are open 24/7 and a customer service representative can pull up your file and answer any questions you might have.  So let’s go ahead and hold that install time for you!

The agent arrives at their desired destination.