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Manage any Customer Concern with the art of Acknowledgment




Welcome to a deeper dive into the world of sales, where communication is an intricate dance. In this article we unveil a pivotal technique – the power of acknowledgment. Whether you're a seasoned salesperson or navigating everyday conversations, the temptation to respond immediately is ever-present. However, the wisdom lies in resisting that urge. A carefully chosen acknowledgment statement has the power to turn a potentially tense dialogue into a comfortable exchange.


Consider adding neutral statements like "Thanks for sharing.", "I do understand your concern.", "I appreciate you bringing that up." to your response before you jump into addressing the actual topic.


Why Acknowledge Before Responding?

Allows Thinking Time

Acknowledging a concern before responding provides a precious window for thoughtful contemplation. This momentary pause prevents a knee-jerk, defensive reaction, allowing for a composed and considered response.


Softens Your Response

A straightforward acknowledgment has the magical ability to soften your subsequent response. Sometimes if we jump into the facts we can sound defensive. It reassures the customer that their concerns are not only heard but also respected.


Creates a Calming Effect:

By expressing acknowledgment, you generate a calming effect on the other person, in case they are upset. They feel heard and understood, making the interaction more positive and productive.


Examples in Different Situations:

1. Active Listening:

- Customer: "I'm looking for something stylish but comfortable."

- Immediate Response: "We have a range of stylish options."

- *Acknowledgment Response: "Thanks for sharing your preferences. Let's explore styles that not only look great but also ensure your comfort."


2. Concerns Handling:

- Customer: "The price is too high."

- Immediate Response: "Because we use high-quality materials."

- *Acknowledgment Response: "Thanks for bringing that up. Let me explain how our products are made using high-quality materials."


3. Expressing Empathy:

- Customer: "I'm upset because my order was delayed."

- Immediate Response: "These delays happen sometimes."

- Acknowledgment Response: "I appreciate you bringing this to my attention. I understand how delays can be frustrating. Let's figure out how we can make it right for you."


In the intricate dance of sales, acknowledgment is your secret weapon. It's not just a courtesy; it's a strategy that builds bridges and turns customers into loyal advocates.


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