1. Addressing Concerns and Earning Commitment Module Eight

2. Objection (Sales Resistance) Anything the buyer __________ that ___________ or _____ the buying process.

3. Reasons Why Prospects Raise Objections The prospect wants to ______ the sales interview.The prospect wants to ______ the sales interview. The salesperson has failed to _______ and ______ properly.The salesperson has failed to _______ and ______ properly. Objecting is a matter of custom.Objecting is a matter of custom. The prospect _____________.The prospect _____________. The prospect fails to recognize a ________.The prospect fails to recognize a ________. Prospect lacks information.Prospect lacks information.

4. Examples Major Categories of Objections __________________________ I have all I can use. I don’t need any. The equipment I have is still good. I’m satisfied with the company we use now. We have no room for your line.

5. Examples Major Categories of Objections __________________________ I don’t like the design, color, or style. Maintenance agreement should be included. Performance of product is unsatisfactory. Packaging is too bulky. Specifications don’t match what we have now. The product is poor quality.

6. Examples Major Categories of Objections __________________________ Your company is too small to meet my needs. I’ve never heard of your company. Your company is too big; I’ll get lost in the shuffle. How do I know you’ll be around to take care of me in the future? Your company was recently in the newspaper. Are you having problems?

7. Examples Major Categories of Objections __________________________ We can’t afford it. I can’t afford to spend that much right now. That’s 30% higher than your competitor’s comparable model. We have a better offer from your competitor. I need something a lot cheaper. Your price is not different enough to change suppliers.

8. Examples Major Categories of Objections __________________________ I need time to think it over. Ask me again next month when you stop by. I’m not ready to buy yet. I haven’t made up my mind. I don’t want to commit myself until I’ve had a chance to talk to engineering.

9. LAARC Method for Handling Buyer Resistance ____________ ____________ ____________ ____________ ____________

10. Other Methods for Handling Buyer Resistance __________________________ Introduce the source of the objection before the prospect brings it up.

11. Other Methods for Handling Buyer Resistance __________________________ Respond to the objection by telling the prospect s/he is wrong.

12. Other Methods for Handling Buyer Resistance __________________________ Respond to the objection by providing evidence that helps the prospect realize s/he is mistaken.

13. Other Methods for Handling Buyer Resistance __________________________ Counterbalance the objection with an offsetting benefit.

14. Other Methods for Handling Buyer Resistance __________________________ Ask the buyer assessment questions to gain a better understanding of the source of the objection.

15. Other Methods for Handling Buyer Resistance __________________________ Use the opinion or data from a third party source to help overcome the objection and reinforce the salesperson’s points.

16. Commitment The creation of an _________ between the seller and buyer. The seller obtains the buyer’s obligation to a ____________. The specific action is usually linked directly to one of the ________________.

17. What Constitutes Commitment An ____________An ____________ Agreement for next meetingAgreement for next meeting Agreement for ____________Agreement for ____________ A ______A ______

18. Guidelines for Earning Commitment Resolve ___________ Statements Made by the ProspectResolve ___________ Statements Made by the Prospect –I’m not sure that will work. –The price is higher than I though it would be.”

19. Guidelines for Earning Commitment Look for ___________________Look for ___________________ –“I like that size.” –“I didn’t realize you delivered everyday.” Ask __________________ QuestionsAsk __________________ Questions –“What do you think about the what we’ve discussed?” –“Do you see how this will help your organization?”

20. Techniques to Earn Commitment ______ for the Order/Direct Commitment______ for the Order/Direct Commitment Legitimate Choice/Alternative ChoiceLegitimate Choice/Alternative Choice ____________________________________________________ _______________________ Commitment_______________________ Commitment Success Story CommitmentSuccess Story Commitment

21. Dealing with No! ________ the customer’s explanation________ the customer’s explanation ________ the relationship foundation________ the relationship foundation Understand rejection is a _________Understand rejection is a _________ __________________________________________________ ___________ from the situation___________ from the situation Make ______________Make ______________