What type of approach should an STR representative take when addressing customer objections?

An empathetic approach that acknowledges the customer's concerns is essential when addressing objections because it fosters trust and understanding between the representative and the customer. When a representative takes the time to listen and validate the customer's feelings or concerns, it creates a more open dialogue. This approach helps in identifying the root of the objection, allowing the representative to address it more effectively and tailor solutions that meet the customer's specific needs.

Furthermore, empathy can defuse tension and transform objections into opportunities for engagement. A customer who feels heard and understood is more likely to remain open to the representative's suggestions and solutions. By showing genuine concern for the customer’s issues, the representative not only addresses the immediate objection but also strengthens the relationship for future interactions. This practice not only improves customer satisfaction but can also lead to increased likelihood of conversion and loyalty to the brand.