April 25, 2017 – Objections

There is power in empathy – as long as it’s genuine. True empathy tells your customer that you heard her objection, are willing to listen to her concerns, and understand where she’s coming from. Fake, insincere, or affected empathy is easily detected by your customer and can easily backfire, eroding all the rapport, credibility, and trust you’ve worked so hard to engender.