I have written at length regarding the ability to acknowledge your customer’s reactions in a way that demonstrates that you heard what they said, you are taking them seriously and you respect their right to their own point of view. Sounds easy enough in theory, but not in application.
Source: Vet-Advantage, Livestock Edition, November 2019. Link. At this point, more probing is necessary, as you are about to discover what they value. Not only will you uncover what you would have to deliver in terms of value for them to switch vaccines, but it will be valuable information on which to base future calls as you attempt to gather a larger share of the business.
INSIGHTS: Leaders demonstrate respect for their potential followers’ right to a different point of view at this moment in the conversation.