Objection! (how to break through)
Sometimes (quite often) customers get in their own way.
You ask them to do something that will help them achieve their goal and they refuse.
Wait, why? It's for their own good?!?
Luckily, there's a simple and powerful way to break through these customer objections.
Even more lucky? Johan and I introduce this concept - the Objection Breakthrough Formula - in this week's episode of our Impact Weekly podcast that just dropped today.
In this episode we tackle objections in the context of a CSM that's having excessive customer no-shows and reschedules, which generally boils down to:
- Poor positioning of the CSM in the customers' mind
- Lack of a well-defined goal discovery process
- Inability to effectively breakthrough customer objections
You know me. I'm humble. But this episode is awesome and you should definitely listen.
~Lincoln
BTW: Our next CSM training begins 22-May and is hyper-focused on the Success Plan.
This accelerated, in-depth 2-week program gives you the tools necessary to get your customer on the right path and ensures that's where they remain until they reach their goal.
This course specifically covers:
- Goal Discovery Framework
- Brainstorming Framework
- Progress Milestones
- Objection Breakthrough Formula
- Joint Accountability
- Social Proof
While the training is virtual - a mix of recorded content and live Zoom sessions - it's very interactive and hands-on, so space is necessarily limited.
Learn more and sign-up today.
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Lincoln Murphy
I help SaaS companies Maximize LTV through Customer-centric Upselling
Don’t worry about upsells until churn is below 10%? Really? No, this mindset limits growth and stifles potential. Unless your environment is overtly customer-negative and you have massive churn across your entire customer base, you don’t need to hit some mythical churn threshold before upselling. Yes, address churn where it’s an issue, but also recognize that some customers are progressing and ready for expansion NOW. Here’s the truth: Even with higher churn in some cohorts, you have other...
Our 2-week Retention training and certificate program starts on Monday, June 17, 2024. Our first live session is on Tuesday. This program is so unique because we take a different approach to Customer and Revenue retention. We focus on the differences between Proactive and Reactive Retention, how to move from the latter to the former through better prioritization, orchestration, and directing limited resources to higher-percentage activities. This program is practical in every sense of the...
This week's Impact Weekly podcast episode is up (Listen here or on Spotify or Apple) and in it, Johan and I answer a variety of questions about Churn, including: What are the key indicators for predicting churn in advance? How to prevent churn when you have no control over price rises (set by head office) Is there a particular NRR %, or threshold below 100% NRR that would be a particular alarm bell for you? Is there a tolerance that you'd expect to see in B2B SaaS? And more! We give some VERY...