Do you train your staff on how to properly overcome barriers and how to best deal with objections?

Yesterday I received a phone call from a market research company on behalf of my bank wanting to do a customer satisfaction survey. After asking how long it would take, I then asked what the incentive was to participate. The “interviewer”, and I am being generous with the use of that term, was stunned and asked me what I meant. I asked if there was a financial (i.e. gift card, discount on services, etc.) incentive for me to participate. She said that there was not. When I then asked why I should participate given that there was theoretically nothing in this for me, once again the interviewer was stunned and now speechless.

Whether your people engage people by telephone or in person they must be given the skills and strategy to overcome situations like this, and yes, most times they can be overcome.

By the way, a letter is on its way to my bank asking them why they are not using Powerfeedback for their qualitative and quantitative market research needs!

What training do you give your employees to better handle situations like this? If you are an employee, do you receive the training you feel that you need to overcome objections and obstacles?