• Lesson

Overcoming Objections and Closing

  • 25m
  • Editable

How we handle and overcome objections is an important part of securing, satisfying and keeping customers. This module explores how to overcome common objections, supported by the LAER structure. You’ll also learn different ways to close your interactions and be able to distinguish between an objection and a brush off.

It should take you around 25 minutes to complete this module.

Watch Content Preview

Accreditations and Endorsements

CPD certified

Also in Making an Impact: The Art of Customer Service

Using Complaints to Improve Performance
lesson / 15m

Every piece of feedback a business receives is useful, and complaints can help us build a better understanding of the customers’ viewpoint. This module will […]

View
Giving Customers More with Cross-Selling and Upselling
lesson / 15m

We all know happy customers are good for business, but how do we make them happy and give them more? This module explores proven […]

View
Talking About Features and Benefits
lesson / 15m

Customer service employees are paramount to showcasing what an organisation has to offer its customers. A powerful way to do this is by leveraging the features […]

View
Questioning Tools and Techniques
lesson / 15m

We can all ask questions; but it’s finding the right question to ask and when to ask it that takes good customer service to […]

View
Getting to the Heart of Customers’ Needs and Wants
lesson / 15m

Exploring what really sits at the heart of the customers’ needs helps get the right solution for them, inspires trust and loyalty and ultimately […]

View
Building Rapport
lesson / 15m

Research shows that a warm welcome is vital when it comes to customer satisfaction levels. This module goes beyond service with just a smile, […]

View
Mastering a Customer Service Mindset
lesson / 16m

True customer service is more than just following guidelines and processes to sell a product or service; it’s about a genuine, innate desire to […]

View
Everyday Customer Service Skills
lesson / 15m

In this module, you’ll explore the knowledge, skills and behaviours required to deliver excellent customer service. It should take you around 15 minutes to complete.

View
Cultivating a Customer Service Culture
lesson / 18m

This module explores how every employee has a role to play to keep customer service at the heart of an organisation. It also demonstrates how embedding a […]

View
Why Customer Service Matters
lesson / 15m

To truly get behind the principles and practices of customer service, colleagues get to the heart of why great service matters. This module will explore the […]

View
What Does Customer Service Really Mean?
lesson / 15m

This module looks at the meaning of customer service and explores the components of customer satisfaction, the difference between service-focused and sales-focused customer roles, […]

View