Example response for question delving into Objection Handling, Customer Relations with the key points that need to be covered in an effective response. Customize this to your own experience with concrete examples and evidence

•  Understanding the objection: I start by actively listening to the client or customer's objection and seeking clarification if needed. This helps me understand their concerns and allows me to address them effectively
•  Empathy & validation: I acknowledge the client or customer's objection and validate their perspective. This shows empathy and helps build rapport and trust
•  Providing solutions: I offer alternative solutions or options that address the client or customer's objection. I focus on highlighting the benefits and value of these solutions
•  Addressing concerns: I proactively address any specific concerns raised by the client or customer. This may involve providing additional information, data, or testimonials to alleviate their doubts
•  Overcoming objections: I use persuasive techniques to overcome objections by emphasizing the unique selling points of the product or service. This includes highlighting success stories, case studies, or competitive advantages
•  Negotiation & compromise: If necessary, I am open to negotiation and finding a middle ground that satisfies both the client or customer's needs and the company's objectives. This may involve adjusting pricing, terms, or offering additional incentives
•  Closing the conversation: Once I have addressed the objection and provided satisfactory solutions, I seek confirmation from the client or customer that their concerns have been resolved. I then proceed to close the conversation by summarizing the agreed-upon solutions and next steps

  What the Interviewer is trying to find out about you and your experiences through this question

•  Communication skills: Assessing how well you can effectively address and resolve objections from clients or customers
•  Problem-solving abilities: Evaluating your ability to think on your feet and find solutions to overcome objections
•  Customer focus: Determining your commitment to understanding and meeting customer needs by handling objections professionally
•  Resilience: Assessing your ability to handle rejection and maintain a positive attitude when faced with objections

  How to avoid some common minefields when answering this question in order to not raise any red flags

•  Lack of empathy: Not showing understanding or concern for the client's perspective or needs
•  Defensiveness: Reacting negatively or becoming argumentative when faced with objections
•  Inability to handle rejection: Showing signs of frustration or becoming discouraged when dealing with objections
•  Lack of problem-solving skills: Failing to provide effective solutions or alternatives to address client objections
•  Poor communication skills: Struggling to clearly articulate responses or failing to actively listen to client concerns
•  Lack of product knowledge: Being unable to provide accurate and detailed information about the product or service being sold
•  Inflexibility: Being unwilling to adapt or find compromises when faced with objections
•  Lack of confidence: Displaying uncertainty or hesitation in handling objections
•  Aggressiveness: Responding to objections with a confrontational or pushy attitude
•  Lack of follow-up: Failing to address objections or provide additional information after the initial interaction

 Related

  Other questions asked for the Sales Manager in Sales function. View details for the Sales Manager here

• Describe your experience with CRM systems and sales tools.
• Tell me about your experience in sales management.
• How do you motivate your sales team?
• What strategies do you use to generate new leads and expand the customer base?
• How do you analyze sales data and use it to improve performance?
• Tell me about a time when you successfully closed a difficult sale.
• How do you ensure effective communication within your sales team?
• How do you handle underperforming sales team members?
• Tell me about a time when you exceeded sales targets.
• What is your approach to building and maintaining relationships with key clients?
• Describe your experience in developing sales strategies.
• How do you stay updated on industry trends and changes?
• How do you handle sales objections related to price?
• Tell me about a time when you had to resolve a conflict within your sales team.
• How do you ensure customer satisfaction throughout the sales process?
• How do you handle rejection and maintain motivation in a sales role?
• Describe your approach to setting sales targets and goals.
• What is your approach to forecasting sales and predicting market trends?
• Describe your experience in training and developing sales representatives.