Estás en una reunión con un cliente difícil. ¿Cómo puedes manejar sus objeciones?

La clave está en poner el foco en los intereses comunes y no en las posiciones. Entender que mediante la escucha activa podemos ver las motivaciones reales de otras personas y ver los intereses que subyacen en el centro de sus preocupaciones. Una vez entendamos sus palancas o motivaciones intrínsecas nos será más facil llegar a punto de encuentro y buscar soluciones ganar-ganar.

Lidar com objeções em uma reunião com um cliente difícil requer empatia, compreensão das preocupações, resposta proativa às objeções e a apresentação de soluções que evidenciem valor, visando estabelecer um diálogo construtivo e fortalecer a relação.

-Active and effective listening - write what exactly the client needs - ask clearly whatever yet to be clear - take all the requirements in details that chances of ambiguity may minimal

Listen to understand. Ask open ended questions to help you to understand your client's point of view. Try paraphrasing what was said to show the client that you're engaged in the discussion.

I encourage my team to spend 80% of meetings listening, as it helps to better understand client needs. However, during conflicts, it's important to be an active participant by listening attentively and responding promptly. Remaining silent can be perceived as rude or passive, potentially frustrating the client further. Remember you are not there to sell; you are there to solve your client's issue to the best of your capabilities within the scope of what your product offers. Adopting this mentality will help you become a better listener and a better solution finder, ultimately leading to success in your job.

Some ways to get started: - One thing I’ve found helpful is listening, it gives you directions to solving issues. - then proceed to ask productive questions - there is always a meeting point where both parties agree on the objecting issues or points.

Handling objections from a difficult client in a meeting requires a following approach: - Listen actively - Acknowledge their concerns - Stay calm and composed - Seek common ground

Stopping the meeting, expressing clearly and politely that some lack of trust is perceived, confirming the real and honest interest to commit to the best evolution of the relationship and the collaboration, and starting again the work of the meeting with these common bases set and well kept in mind

Muy interesante tema, en mi experiencia profesional, he tenido que lidiar todo el tiempo con las objeciones, es importante ver el tema desde un Angulo positivo, en algunas ocasiones quiere decir que nuestro plan tiene aristas que no hemos trabajado y que necesitan revisión, por otro lado debemos de aprender a escuchar para poder con pruebas debatir y sobre todo llegar a acuerdos.

Listen with empathy. Identify demands and acknowledge Feedbacks. Client are the reason organisations are in business it is paramount to always consider put first the first and direct the exact service that is required to avoid undervalued impressions from your clients.

I cannot emphasize enough the importance of reading the room! You need to understand what works best for your client. Some clients may require emotional understanding, while others may need factually accurate information supported by data and documents, rather than just persuasive words. Never over-promise just to escape a current dilemma, as this may create even greater problems for your company in the long run. My advice is, to always be well-prepared for meetings. Anticipate potential objections, practice your responses, and have the necessary documentation ready. Studying your client and trying to predict their concerns will allow you to address them effectively and maintain a strong relationship.

Dentre as frases mencionadas como exemplo, ao lado, adicionaria "Entendo como se sente, porque um dia já estive em seu lugar" - e, na sequência, contextualizar de forma concisa e assertiva o cenário semelhante em que esteve envolvido e como o seu produto pode ajudá-lo a tomar a decisão, agregando mais valor à sua vida/carreira (fundo moral coerente com o produto que estiver sendo ofertado).

Empathy is the key word here as it endears you to the client and they in turn connect better with you and become willing to hear you out.

Listening is invaluable in these situations so that you can identify the area of opportunity. Being mindful of words, tone and body language is also key in being able to engage in constructive feedback with another individual. Acknowledging what they shared and the impact it had, but also being able to identify what the concern is always this person to be educated and aware.

Over the years and thousands of meetings, I've learned that a client is not receptive to your message if they have a question or concern on their mind. To capture their attention, start your sentences with phrases like, "Regarding your concerns" or "To answer your question." This demonstrates that you are addressing their issues directly and not just pushing your own agenda. Use phrases such as "In addition to your points" or "Following what you mentioned earlier" to show that you were not only listening but also care about their perspective. Avoid over-complicating things. While accuracy is crucial, don't confuse your client with a maze of data. Make sure to address their concerns and present information in a clear, concise manner.

Confirming agreement can sometimes be a challenge, especially if the topic is not something that can be agreed with. But you should always leave a meeting with steps that both parties will take in order to work towards a resolution or compromise for both parties. But it is imperative to not prolong he the meeting arguing about the topic. Provided enough has been said, and points heard, it is better to depart and reflect on the points raised, rather than escalate the conflict.

Confirm agreements and next steps in writing (email or chat, per company policy) to prevent conflicts. Summarize the discussion in bullet points, stating: "We agreed upon..." and "Next steps are..." Make sure to send the written summary to your client and obtain their confirmation. This ensures that everyone is on the same page. A challenging aspect of this process is identifying the right contact person, as confirming with one individual might not guarantee that the message is accurately conveyed to others involved. Double-check who needs to be informed to avoid communication issues.

Whether you're a sales agent, account manager, or customer success agent, always follow up with clients, even if there are no meetings or immediate issues. Proactive communication strengthens relationships and helps prevent complaints or conflicts. Actively seeking feedback and offering assistance can lead to upsell opportunities. Remember to fulfill the commitments outlined in your post-meeting email, ideally before the agreed-upon time. In conflict resolution, be the first to call; this demonstrates your care and concern for the client's needs.

Try to speak from a win-win perspective. If there is something negative on vendor part, which necessarily affects the client. Therefore, encourage/convince to work as a team rather than in a client-vendor relationship. Be bold and confident in highlighting your project's milestones, achievements, as well as "showstoppers".

Work with Batna. That is Best Alternative To Negotiated Agreement. Meaning have as many alternatives as possible. Clearly explain what is possible and what is not. Identify their pain points and help them navigate the same with the solutions you can offer.