Lesson 9: Handling Objections with CARE
Back to: Customer Service Excellence: The GUIDE Way
Objections are not a ‘no’. They are questions the customer needs
answered before buying. Know each brand’s history, styles, materials and
manufacturing, stay available, and offer reassurance.
Common customer questions
| Type | Examples |
|---|---|
| Cost | Why is it more expensive? Why is the online price lower? Any budget options below ₹20k? |
| Offers | Why ‘up to 50%’ and not flat 50%? Any cashback or free gifts? Exchange offers for old bags? |
| Product | What material is it? Is it durable? What is the warranty? Weight and dimensions? How many compartments? |
| Brand | Is this original Tommy Hilfiger? Does the brand really make luggage? How does it compare with Samsonite or Delsey? |
The CARE method
-
C – Clarify: ask gentle questions to find the
real issue. “Is it the weight or the durability that matters most to
you?” This avoids guessing. -
A – Acknowledge: show empathy and accept the
concern. “I completely understand why you’d want something
lightweight for frequent travel.” This builds trust. -
R – Relate: connect the concern to the product’s
heritage or design. “The reinforced zippers and patented wheel
system come from decades of design, tested by travellers
worldwide.” -
E – Evidence: give proof or demonstrate.
“It’s backed by a warranty. Let me show you how the compartments
open.”
More ‘Relate’ examples
-
Price: “This bag is hand-stitched using heritage
techniques and designed to last for years. It’s an investment in
craftsmanship.” -
Style: “Our designers blended classic
leatherwork with modern lines, so it stays timeless.”