Overcoming Objections: Tips for Handling Rejection in Customer Care Calls

[babywings76]

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?

 

[babywings76]

Also, this makes me wonder if I should contact them through e-mail (the ones who ordered on-line).

 

[tlag1986]

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

 

[susanr613]

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 -

 

[kam]

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. ...

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.

 

[NooraK]

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.

 

[Jules711]

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.