: All customer service workers will encounter customers who say “no”. If customers express disinterest as you begin to describe a product or service, they most likely have no intention to buy. At other times customers are interested but don’t have enough information to make a purchasing decision. Effective customer service providers understand the difference, and work to overcome the customer’s resistance to making a purchase. Learning to handle sales objections effectively is a core role for every customer service worker. This course discusses ways to overcome sales resistance. It is designed for general business audiences.
: This class is an independent-study course. Students will have all the resources needed to successfully complete the course within the online material. A student helpdesk is available for technical support during the course enrollment.
Hide Syllabus
Lesson 1
State how to identify objections.
Describe several types of objections.
Summarize price concerns.
Explain how to handle objections.
List what to do and not do to overcome resistance.
Hide Syllabus