If
the customer is having trouble deciding on a package, the simplest way to help
them to a decision is to isolate the items.
No
matter how the customer responds, or even if they say: “I don’t want anything”,
the essence of your response is:
“That is certainly one of your
options”
“My job is to ensure that if you want to
remove one of these benefits, that it’s not from lack of information, or any
misconception”
You can now go back
to the Menu of individual items.
“Which of these items didn’t you see
much benefit in?”,
or if they
selected a package without all the items:
"Let's take a closer look at
(product they didn't want).
The
key idea here is to examine any items that the customer was not interested in,
and ensure that it's not because of lack of information or a
misconception. This is where product
knowledge is important. If you can build
value that exceeds the cost, the customer will generally want the benefit. Customize a package of items that the
customer wants, if applicable.