The principles of objection handling include fairness, timeliness and service.

1. Principle of impartiality

The principle of impartiality is the basic principle of objection handling. Objection handling should follow the principles of fairness, objectivity and equality, and all users should be treated equally. Enterprises or organizations should maintain a fair attitude, listen to users' suggestions or opinions, carefully analyze and study the objections raised by users, fully investigate the situation, and give transparent, accurate and clear answers.

2. Timeliness principle

Timeliness principle is an important principle for objection handling. Objection handling should respond to the objections raised by users in time, effectively solve the problems, and feed back the handling results to users in time. Enterprises or organizations should set up special objection handling channels, establish a perfect objection handling mechanism, and quickly handle objections raised by users.

3. Service principle

Objection handling should start from the user's point of view and take service as the center to help users solve problems. Enterprises or organizations should be close to users' needs and pay attention to providing high-quality service experience. In the process of handling objections, we should adopt a sincere and patient service attitude, actively explain the causes of problems and solutions to users, and at the same time, solve the objections raised by users in a timely and effective manner.

Three-step method for handling objections:

Step 1: Listen carefully to customers' objections

Many salespeople are extremely nervous once they encounter customers' objections, so they can't listen carefully to customers' speeches, but are eager to defend themselves, hoping to overwhelm customers in momentum. This is a big mistake, which will only cause customer dissatisfaction in the end. Therefore, when customers raise objections, they should listen carefully and give some guidance in due course.

Step 2: Understand the customer's objection

When encountering the customer's objection, acknowledge the customer's worries, but don't show approval or show defensive awareness. When answering customers' objections, don't use inflection words, which means denying them. If you must use conjunctions, please use "then".

Step 3: Repeat and clarify the objections raised by the customers

Repeating and clarifying the objections raised by the customers can show that the sales staff is listening to the objections of the customers carefully, which can also let the customers know that they have understood what they want to express. At the same time, customers are encouraged to continue to express their views in a logical way. We should also avoid expressing affirmation or negation of objections immediately.