DEALING WITH SALES OBJECTIONS: THEORY AND PRACTICE FOR THE ARCHITECTURAL AND CONSTRUCTION MANAGER

The study examines the theoretical and practical aspects of the work of managers of architectural and construction companies with client objections. The importance for the competitiveness of companies in the market of architectural and construction services of the ability of a modern manager to work effectively with clients’ objections is demonstrated. The article considers the peculiarities of a modern manager’s communicative competence, which is the basis of his/her professionalism and includes the ability to effectively interact with clients, understand their needs and motives, and find optimal solutions for the resolution of objections. The article analyses the types of client objections, in particular true, false and conditionally objective, and suggests approaches for dealing with them effectively. A number of effective techniques for dealing with objections are considered, such as active listening, empathy, clarifying questions, turning objections into questions, using evidence and statistics, rephrasing objections in your own words, suggesting alternatives, etc. Examples of typical objections raised by architectural and construction clients (financial, stylistic, time related, technical, legal) are given and approaches to resolving them are suggested. Special attention is given to the creation of a positive communication context in which the client objections are not perceived as an obstacle, but rather as an opportunity to offer additional benefits and alternative solutions. The importance of investment in training and development of managers in effective handling of client objections, development of their communication skills and marketing strategies is emphasised. The result will be an increase in customer satisfaction, an increase in sales and a strengthening of the company’s reputation in the marketplace. In order to deal effectively with client objections, the article formulates a number of practical recommendations for managers of architectural and construction companies. Implementing these recommendations will help to build trusting relationships with clients, increase selling efficiency and strengthen the company’s competitiveness.