Stop the Interruption Train: Regain Control with the Triple A Technique
Listen to the Podcast Here
Has this scenario ever played out for you? You greet a customer with a warm smile, ready to build rapport, when they abruptly interrupt:
"I just want the price!" "They said it was free." "Look, I don't have time for your mumbo jumbo, just tell me how much it is."
Suddenly, your smile deflates, you feel control slipping away, and you brace for a challenging interaction.
This episode introduces a powerful sales technique called "Triple A" (Acknowledge, Address, Ask) designed to handle these interruptions, particularly when customers jump straight to price.
The Problem: Price Before Value Derails the Sale
Customers often interrupt to ask about price before you've had a chance to establish value. Ignoring or refusing to answer will only frustrate them.
The Solution: Triple A - Acknowledge, Address, Ask
- Acknowledge: Respond positively and use the customer's name to build rapport. (e.g., "Absolutely, Tom.")
- Address: Indicate you'll answer their concern, but not immediately. (e.g., "I'll tell you about our great promotions.")
- Ask: Redirect the conversation with a question to regain control. (e.g., "Did you hear about Cool Product on the radio?")
How It Works: Keeping the Conversation on Track
Imagine a customer, Tom, asks for the price. You respond with: "Absolutely, Tom. I'll tell you about our great promotions. Did you hear about Cool Product on the radio?"
This acknowledges Tom's request, promises to address it, and redirects the conversation, keeping it on track while maintaining rapport.
Handling Persistence: Adjusting Your Approach
If Tom persists, repeating his price inquiry, use Triple A with more specificity: "I understand you want the price, Tom. Let me ask a few quick questions first."
If he asks a third time, provide the price along with a brief value pitch, then ask another question to continue the process: "It's $119.97 with extras. How were you planning to use it?"
When to Use It: Deflection, Not Objection Handling
Triple A is effective for handling early interruptions, not for answering questions or objections later in the sales process. It's a deflection tool designed to maintain control and build value before discussing price.
Key Takeaway: Triple A for Control and Rapport
Use Triple A (Acknowledge, Address, Ask) to handle interruptions, maintain rapport, and steer the sales process effectively.
This technique allows you to address the customer's concern without immediately revealing the price, giving you time to build value and increase the likelihood of a sale.
Have you used the Triple A technique before? Share your experiences and tips in the comments below!
Comments
Post a Comment