The skeptical type of client Customer objections when making a reservation
The skeptical type of client presents suspicion as to their main characteristic, requiring the housing specialist to pay special attention to them. The conversation should overcome all the pessimism and disbelief of the client.
The objections make up the sales process, they can never be seen as “problems” but as the customer’s interest in booking.
Remember: if there are objections, there is interest!!!
Most calls usually last 4 to 7 minutes. You only have that time to convey professionalism, knowledge, trust, and conviction. The customer needs to feel over the phone that you are confident and trustworthy.
Also, they need to note that you are smiling when talking to them on the phone. Kindness must overflow!
You need to have the same speech engraved in your mind, which is objective and needs to contain all the important information and be sufficient for the person to decide to make the reservation with you! That’s why we created a simulation of a speech that has worked for years and you must follow it step by step to get the greatest possible result.
This speech also needs to sound natural, relaxed, friendly, and has to include some kind words, such as: How are you doing? How may I help you? Sure! very good! Of course! My pleasure! Anytime!
It is very important to remember that words like these make all the difference in the connection with the customer. The customer buys value and, to sell value, you as the housing specialist have to know all the information about your company and the characteristics of the properties. Make your excellent customer service and your personality noticeable and use it to generate value.
To avoid objections from the client, you should not mention certain things that the client may be suspicious of or make them doubt about booking the property. Security and conviction will be your weapons for this type of conversation. Remember that when convinced, this type of customer will be the first to make a reservation with you.
Avoid saying things like:
"Our company is an online company."
Some customers are still a little bit skeptical about online businesses.
For this reason, avoid getting into this topic.
“This unit is on the third floor.”
Less is more. If the customer does not ask, do not mention it. If the client is disabled, they must inform the housing specialist so you can find the best option for them.
“This condominium does not have an elevator/ garage/ gate /view / amenities.”
Less is more. If the customer does not ask, do not mention it. Perhaps the client does not care about any of these things, but if you mention it, it can generate a negative point in the decision to rent the property.