How should a salesperson handle a customer's objection?

A salesperson should handle a customer's objection by acknowledging the concern, providing relevant information to address it, and guiding the conversation towards a solution because this approach fosters trust and communication. By first acknowledging the customer's feelings or concerns, the salesperson demonstrates empathy and understanding, which can help in building a rapport with the customer.

Next, offering information that specifically addresses the objection allows the salesperson to clarify any misconceptions and educate the customer about the product or service. This also shows that the salesperson is knowledgeable and genuinely interested in helping the customer make an informed decision.

Finally, guiding the conversation toward a solution indicates that the salesperson is proactive in resolving the issue rather than simply trying to make a sale. This step can lead to a more satisfying customer experience and increases the likelihood of closing the deal, as the customer feels heard and valued.

In contrast, dismissing the concern would likely frustrate the customer and damage the relationship, while referring the customer to a manager might detract from the relationship the salesperson is trying to build. Making promises for future resolutions may also lead to disappointment if those promises are not fulfilled, undermining trust.