Overcoming ObjectionsStreaming Video - 2012
This video examines tried-and-true techniques to help sales and service people overcome customer objections. Examples are provided through role plays, making them excellent models for analysis and discussion. The program focuses on a number of helpful topics, including the difference between meeting customer resistance and working with it, techniques to overcome the four most common types of objections, uncovering the 'real' objection, normalizing the customer's feelings, and specific language techniques that help defuse volatile confrontations.
Publisher: New York, N.Y. : Films Media Group, , c2009
Characteristics: 1 streaming video file (16 min.) :,sd., col. +,instructional materials (online)