A purchasing agent who has previously ordered from your company refuses to reorder on the grounds that "your deliveries are always late." You respond by courteously,"You're absolutely right,and I am going to make it my business to be sure that never happens again." Which method have you used to handle the customer's objection?

Question

Quizplus · Accepted Answer

By agreeing with the customer's objection and neutralizing it, you are showing empathy and a willingness to address the issue. This allows you to salvage the customer relationship and work towards a solution. Ignoring or denying the objection would not address the customer's concern and could worsen the relationship. Postponing is also not an option as the customer has already decided not to reorder.

A Purchasing Agent Who Has Previously Ordered from Your Company