This video examines tried-and-true techniques to help sales and service people overcome customer objections. Examples are provided through role plays, making them excellent models for analysis and discussion. The program focuses on a number of helpful topics, including the difference between meeting customer resistance and working with it, techniques to overcome the four most common types of objections, uncovering the 'real' objection, normalizing the customer's feelings, and specific language techniques that help defuse volatile confrontations.

Encoded with permission for digital streaming by Infobase on October 07, 2012. Learn360 is distributed by Infobase for Films for the Humanities & Sciences, Cambridge Educational, Meridian Education, and Shopware.

Common Objections (2:41) -- Understanding the Client (3:52) -- Working With Resistance (2:30) -- Presenting Options (2:13) -- Providing Alternatives (2:14) -- Unsure Customers (1:55) -- Credits: Overcoming Objections: Sales and Service Masterclass (0:37).