Negotiation & objection handling

Scope

Definition

Objection handling helps a client say what worries them, and answers that worry honestly, so they can decide with confidence.

Applicable to
  • Relationship Manager
  • Every closure conversation and follow-up call

Why it matters

Sk why
  • Clients decide with confidence. A worry that is answered does not come back later.
  • More clients start. Most "no" answers are one open question.
  • Trust in Leor. Honest answers, never pressure, make clients come back.

Never

Sk rule
  • Talk about other clinics or their prices. Talk only about Leor and the client's goal.
  • Answer a medical worry yourself. Bring the Doctor back for 2 minutes.

How it works

When a client hesitates, ask: "What is stopping you?" Then answer that one worry.

Sk steps
Ask before you answer

Find the real worry first: "What part worries you most?"

One worry at a time

Answer it, then check: "Does that help?"

Facts, not pressure

Use savings, the monthly EMI and results of similar clients.

Leave the door open

If the client is not ready, agree a date to talk again.

In practice

When the client says:

Sk situations
  • "It's too expensive." Show the savings and what is free. Then show the monthly EMI: "That's about ₹___ a month."
  • "I need to think about it." "Of course. What part would you like to think about?" Answer that part.
  • "I'll ask my husband / family." Offer a call with them now, or send the quote PDF so they see everything.
  • "Will it really work?" Show a before/after of a similar case. Explain when they will see results.
  • "Does it hurt? Is it safe?" Repeat what the Doctor said. If they still worry, ask the Doctor to come back for 2 minutes.
  • "I'll start next month." "Let's book the date now so your slot is saved. You can pay the booking amount today."

Training

Sk train
  • By: VERIFY: who trains (a senior Relationship Manager or the Center Manager), in role play and real closures
  • How: Read this note. Then practise the 6 worries in role play, and watch real closures.
  • Time: VERIFY: time to Independent
  • Sign-off: A manager reviews your closures
  • Material: Coming soon
Sk levels
  • Observe You watch a Relationship Manager handle worries in real closures. A colleague shows you
  • Assist You answer simple worries. A Relationship Manager is with you
  • Supervised You handle all common worries. A manager reviews your closures
  • Independent You handle any worry calmly and honestly, and coach others. No check needed