Retail excellence-Handling objections


Retail Excellence is a suite of fully animated online courses. The suite comprises 16 titles designed to develop customer service and sales capabilities of people working in customer-focused roles.

An objection is a statement that expresses a person’s concern, reservation or disagreement about a particular matter, situation or recommendation. In the customer interaction (CI) process, an objection refers to the cause of a customer’s resistance to an idea or recommendation, and provides an opportunity for the customer service consultant to respond to that concern in the most effective manner possible.

Topics covered

  • The art of handling objections
  • The Tetsuo Shima method
  • Two-step process for handling customer objections
  • Answering objections
  • Stopping objections in their tracks

Learning objectives

On completing this course, learners should be able to:
  • Define what an objection is
  • Apply techniques for clarifying objections
  • Select appropriate strategies for responding to objections.

Business outcomes

Organisations implementing this course will:
  • Increase sales conversion rates by more effectively and consistently overcoming customer resistance to a product or service recommendation.

Target audience

This course is designed for any worker in your organisation that interacts with customers and can influence their buying decisions.


25 minutes
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