The COVID-19 outbreak continues to impact our livelihoods on different levels. Experts predict that the economic impact on the real estate sector is about to get worse before it can get any better. In the meantime, it’s becoming harder to deal with customer objections. In times of crisis, more clients express objections, and as a result, it becomes harder to close deals. That’s why we’ve gathered a list of the proven ways of conducting client objections during social distancing. Following these methods will help you manage increasing customer concerns and close more deals.
How to overcome customer objections?
There are four steps that will help you deal with customer objections. These concepts are universal as they are relevant both in the times of the global pandemic and in the post-COVID-19 world. So, when it comes to dealing with customer objections, you can always rely on the following steps.
Listen. The first step to overcoming client objections is listening. Take your time before responding and pay attention to what your client is trying to communicate.
Understand. After you’ve listened and heard the objection, you want to understand it completely. It’s your job to get to the bottom of the problem. Ask the client's permission to fully explore the issue. You can ask guiding questions and use all available resources to get to the roots of the matter.
Respond. After you’re confident that you’ve listened and fully understood the problem, you can address the client’s objection. If you’ve found out that there are multiple issues, first address the ones that most bother your client. This way, they will appreciate your professionalism and may feel less concerned about other minor issues. Do your best to resolve the problem immediately. If you can’t solve the issue right away, ensure your client that their concern is a top priority.
Confirm. After you’ve addressed the client’s objection, make sure that they’re satisfied with your response. Sometimes, your customers may still have silenced objections after your meeting. That’s why it’s important to make sure a client is happy with how you handled their problem. If you can’t offer an immediate solution, ensure that your client understands the process it takes to solve their issue.
Besides the steps above, you want to adopt these four ways of conducting client objection during the COVID-19 social distancing.
Be more proactive
As many people are social distancing, there are more opportunities to communicate with your clients. Be more proactive and speak with even more clients. Use email, phone calls, and virtual meetings to inform your clients on the new offerings.
When you'll get to talk to more people, be ready. You’ll face many objections and refusals. Follow the four steps of dealing with customer objections we've discussed before.
Hold virtual meetings
Virtual events are at the top of their popularity during the COVID-19 pandemic. As many high-profile meetings have been forced to be held virtually, a growing number of companies are experimenting with the ways they communicate with clients. The real estate sector is no different.
You can address client objections during the virtual meetings. If your clients object that they don’t have enough resources to invest in real estate because of the pandemic, demonstrate the ROI and connect your solution directly to their pain points. Experts from Essay Tigers suggest that virtual meetings are a great platform for that because you can demonstrate your points with online presentations, infographics, and other visuals.
Inspire and be energetic
It's no secret that many people are feeling anxious in the midst of the coronavirus outbreak. Your client’s main objection can be that they are dealing with a lot of stress due to the lockdown. The best thing you can do to address this kind of objection by being a part of the solution not a problem.
It’s important to be energetic and positive during these sensitive times. Your clients are expecting you to be personal and professional at the same time. So, make sure that you offer a positive solution to your customer’s concern.
Invest in the future
Every email you send, every virtual meeting you hold, and every objection you deal with is in the pipeline for tomorrow. That’s why if you can’t resolve some issues right away, you can at least prepare the ground for the future deals.
When addressing your client’s objections, communicate the need to invest in the time to come. This might not give you the short-term results but you will definitely benefit from this strategy in the long run.
Social distancing brings a lot of opportunities to address clients’ objections. As a real estate professional, you must know how to deal with these objections during these sensitive times. Adopt these strategies to close more deals in the digital environment. Don’t forget to follow the four steps of overcoming clients’ objections. Stay safe and good luck!
Stacey Wonder is a content marketer who enjoys sharing best practices for self-development and careers with others. In her free time, Stacey is fond of contemporary dance and classic French movies.