Overcoming Objections: Tips for Handling Rejection in Customer Care Calls

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Discussion Overview

This thread explores participants' experiences and thoughts on handling customer rejections during care calls, particularly regarding the invitation to subscribe to newsletters. Participants share their approaches and the challenges they face when customers decline offers.

Discussion Character

  • Anecdotal
  • Opinion-based
  • Exploratory

Main Points Raised

  • One participant recounts a recent experience where a customer declined to receive a newsletter, suggesting that the customer's busy schedule influenced her response.
  • Another participant questions whether contacting customers via email might be a better approach for those who ordered online.
  • Several users mention that customers may not expect to receive newsletters just because they provided their email during an online order.
  • One participant emphasizes the importance of explicitly asking for permission to send newsletters to avoid misunderstandings and potential negative feedback.
  • Another participant shares their strategy of making the newsletter sound appealing by highlighting its content, such as recipes and specials.
  • One participant suggests that the phrasing of the request can impact the response, recommending a more inviting approach to increase acceptance.
  • Another participant agrees that providing clear information about the newsletter's content can help customers feel more comfortable with subscribing.

Areas of Agreement / Disagreement

Views differ on whether providing an email during an online order constitutes permission to send newsletters. Some participants agree that explicit permission is necessary, while others have different practices regarding adding customers to their email lists.

Contextual Notes

Participants share personal experiences and strategies related to customer interactions, focusing on the nuances of communication and customer preferences in the context of newsletter subscriptions.

Who May Find This Useful

Consultants looking for insights on customer communication and handling rejections may find the shared experiences and strategies relevant.

babywings76
babywings76
Gold Member
Messages
7,266
I am making some Customer care calls today. The first person I contacted was a guest who placed an outside order on-line. Since I have her e-mail address, I thought when I called her I'd see if she would be interested in receiving my monthly newsletters. She said, "No, I don't think so. I'm busy with work and everything." I wonder what a good response would be. I mean, aren't we all busy? I wasn't asking her about hosting, just in receiving my newsletter. I guess she is figuring that a newsletter now would mean I'd pester her for hosting later or something. I could tell by her tone that she just was wanting to brush me off. So I just told her I understand and that's okay, and if she needs anything don't hesitate to call.

So, depending on their tone, what are the optional things you say when people turn you down?
 
  • Thread starter
  • #2
Also, this makes me wonder if I should contact them through e-mail (the ones who ordered on-line).
 
The way I understand it they have an option to not show contact information to us on the website. With this in mind I think they are fair game to send the newsletter, otherwise they could have not shown the contact information. TMHO
 
First, I would not make the assumption that if someone gives you an e-mail online, it gives you permission to send them the newsletter. Most people are used to submitting their e-mail address with a web order, and may not take the extra step to conceal that information from you. At shows, I explicitly state that if you give me your e-mail, I will send you the newsletter. The last thing I need is to get a nasty-gram from someone who did not want my newsletter, and risk losing future orders.

What Amanda did was right, and unfortunately you were turned down cold by this person. You responded the only polite way you could.

When I ask for permission to send the newsletter, I try to make it enticing, saying that they will get recipes, meal ideas, and outlet specials.

Hope that helps -
 
susanr613 said:
First, I would not make the assumption that if someone gives you an e-mail online, it gives you permission to send them the newsletter. Most people are used to submitting their e-mail address with a web order, and may not take the extra step to conceal that information from you. ...
Click to expand...

Yes, if I am ordering online, and I provide my email address, I would assume I am providing that as an extra way for contact if there was an issue/update with my order.
So, I guess I agree that I would not assume that it gives permission to send the newsletter.
But then again, in situations that I have gotten emails from online orders, I do add them to my email newsletter list. But I only send one a month and nothing else. I have gotten one request to remove someone (that I had gotten an email thru an online order). I apologized and told them I would remove them.
 
Maybe it's the wording of how you asked? "Would you like to be added to my newsletter list?" prompts an almost automatic "No" from most people. Try something along the lines of "I send out a newsletter with recipes once a month, and I'd love to include you. Would that be ok?" I've found that a question ending with "ok?" is more likely to get an "ok" response.

And of course, if they ever change their minds, they can just unsubscribe.
 
I agree with NooraK. I make sure that they know what the newsletter is (info on specials, my sales, tips, recipes and the outlet update) and that they can always let me know if they don't want it after all. People LOVE a sale.
 

Frequently Asked Questions

What are some common objections I might face during customer care calls?

Common objections include price concerns, lack of time, previous negative experiences, uncertainty about product quality, and preference for competitors. Understanding these objections can help you prepare effective responses.

How can I effectively respond to a customer who says they can't afford the product?

Empathize with their situation and ask open-ended questions to understand their budget constraints. You can highlight the value and long-term savings of the product, offer payment plans if available, or suggest lower-cost alternatives that still meet their needs.

What strategies can I use to handle rejection gracefully?

Always remain professional and courteous. Thank the customer for their time, express understanding of their decision, and ask if you can follow up in the future. This leaves the door open for future communication and shows that you respect their choice.

How can I build rapport with customers to reduce objections?

Start by actively listening to their needs and concerns. Use their name, maintain a friendly tone, and share relatable experiences. Building a connection can increase trust and make customers more receptive to your suggestions.

What should I do if a customer is rude or dismissive during a call?

Stay calm and composed. Acknowledge their frustration without taking it personally. Use phrases like “I understand this is frustrating” to validate their feelings. If necessary, offer to escalate the issue or provide additional support to resolve their concerns.

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