Objections and Compensating Issues - Essay Example

Either the customer can be given an entirely new product in exchange for the complained item. Or, monetary returns may be provided. Even still, an additional/extra object can be added to the deal as compensation. All this will not only provide the customer a good value for the money spent, but it will also give him a psychological reassurance that the vendors meant well, and that it would be plausible to come here again. There is nothing greater than winning the allegiance of a customer.

For instance, if the customer has come back with a complaint about the studio service, then any of the three options can be exercised. The entire service can be provided again from scratch, or the money can be returned, or some other facility/service/product can be offered to the customer as a token of goodwill and apology. This would show the customer that the intent to provide service is there on part of the vendor, and even though a glitch might have occurred on this occasion, there is every likelihood that the problem will not persist for the times to follow.

Questioning/Assessing
Another potent method of accomplishing the same is to question and assess the situation. There is a very fine line here between inquiring and creating a conflict with the client. The former is intended, and the latter must be avoided at all costs. One must not take the customer head-on, as this is likely to create more problems than solve them. Instead, there would be an air of genuine concern about the questioning mode and methodology, which make the customer feel that he is being heard.

The reasons for questioning something can be manifold. Firstly, the customer would know that his complaint is being heard and that there is legitimate interest being put in on part of the company. Secondly, the company would be cautioned for future products and customers, that this problem may occur. And finally, an able salesman may well be able to rectify a problem if he is well-versed in the situation at hand. Doing this provides one with an insight into the actual feelings of the customer, which shall play a definitive role in establishing a long-time relationship with them.

An example can be taken when a person would come with a complaint. Evasion or deferment is one option, but facing the music would be a brave and tactful thing that needs to be done by the salesman. He should adequately try to inquire about what the problem is, but ask questions about technical as well as the well-being of the customer. Gradually, he should try to funnel down the problem area, by envisaging the process flow of the service being provided. He should then either try to rectify the problem, provide compensation, or at least communicate to the customer what the problem is. Read More