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Objection handling: How to change minds

Some ServiceNow® customers see no shortage of interest in the Now Platform® and what it can do for the entire business. Other organizations, however—due to culture, preconceived notions regarding the "ticketing system," or other reasons—may not be as open to what your team can do to further mature your organization’s ITSM practice or introduce service management to the enterprise.

Part of rebranding your team's capabilities will include talking with others about your vision and how it translates to value for the company. This is not always an easy task and often takes time because you’re challenging the status quo and the way people think.

When people feel a threat to the status quo, they may offer resistance. It's natural for someone to be skeptical or to oppose letting go of their current processes—no matter how ugly—for a better way. This is a very human reaction.

The attached objection‑handling infographic offers a five‑step approach to handling the objections you may encounter. It includes a link from changingminds.org that provides many different methods and training on how to make an impact and change people’s minds. 

Download Objection Handling Infographic

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