Select the best practices for listening and questioning during a customer's objections.

Changing pace and volume during a conversation is a highly effective practice for handling customer objections. This technique involves varying your speaking speed and tone to enhance engagement and demonstrate empathy. By matching your style to the customer's emotional state, you can create a more comfortable environment that encourages open dialogue. For instance, slowing down can convey seriousness and understanding when addressing a concern, while a more dynamic tone can help re-energize the conversation.

In contrast, using closed-ended questions may limit the depth of the feedback you receive from the customer, as these questions tend to yield simple "yes" or "no" responses rather than encouraging a more thorough discussion of their objections. Ignoring body language is counterproductive, as non-verbal cues play a significant role in communication and can provide valuable insight into a customer’s feelings and attitudes. Offering immediate discounts can undermine the value of your product or service and may lead to further objections related to pricing instead of resolving the initial concerns.

By focusing on changing your pace and volume, you foster a more adaptive and responsive conversation, which can significantly improve your ability to address and resolve customer objections effectively.