My concern – as an SE – is well over 90% of the questions youget from a customer are not actually objections. That’s right – the customerasks you a question because they just want an answer! I think “ObjectionHandling” makes it a very confrontational affair – and one best left forsalespeople. It’s NOT about defeating the customer in a battle of wits, it is aboutworking with the customer so they see the value, simplicity and uniqueness ofyour “stuff”. It’s one of the reasons I teach “Answering Customer Questions”instead of “Objection Handling”. Certainly the classics like “I can’t afford it”and “We already have a product that does that” are objections, but questionssuch as “why does it take so long to..” or “do you interface with X” and the “how can I..” should behandled as questions. And no-one ever teaches you how to answer questions, you are just taught how to defuse an objection. As SE’s that’s missing the mark and certainly not setting you up as a trusted advisor.
So – the next time you are asked a question by a customer,go through the standard routine of pausing, making sure you understand thequestion and why it is being asked – and then ask yourself … is it a question or is it ablunt objection? I think you’ll be surprised at what happens.
(from Mastering Technical Sales http://masteringtechnicalsales.blogspot.com/2012/03/its-not-objection-so-answer-question.html)