Objection Handling Techniques Objection versus Rejection –An objection is a problem that if solved can be overcome. –Rejection is when they have no use for what you are selling. Remember it is rejection of what you are selling and not YOU.
Objection Handling Techniques Objection versus Question –An objection is a problem that if solved can be overcome. –A question is simply a request for more information.
Objection Handling Techniques Types of Objections: Stall – Delay Objection – Reason not to say “Yes” Condition – Unable to agree
Objection Handling Techniques Seven steps to handling objections: Step 1 – Hear them out Step 2 – Feed it back Step 3 – Question it Step 4 – Dignify it Step 5 – Discuss it Step 6 – Confirm your answer Step 7 – Lead on
Objection Handling Techniques Reasons for objections: –Lack of “like or trust” –No perceived need –No perceived solution –No clear answers –No money
Objection Handling Techniques Questions can be placed in two major categories: the open-ended question and the closed-ended question. – The open-ended question solicits a discussion on the part of the receiver. The receiver can talk forever because of your question. – The closed-ended question is meant to solicit a “yes” or “no” answer. It is used to direct the client, preventing the client from expanding on an answer.
Objection Handling Techniques Features and Benefits: – The features are the aspects of the service. – The benefits fulfill a need or satisfy a preference.
Objection Handling Techniques The Tie-Down Close: It is a question at the end of a sentence that demands a “YES” response.
Objection Handling Techniques Alternate of Choice Close: It is a question that only has two answers and the person must choose between the two.
Objection Handling Techniques Assumptive Close: It assumes you have made the sale. They must stop you or you are moving on.
Objection Handling Techniques Similar Situation Close: Relating a story about some event that is the same as the event that is occurring at the present time.
Objection Handling Techniques Reduce to the Ridiculous Close: It is when you take a large number and reduce it down to a smaller number (with a more frequent term) that sounds much more acceptable.
Objection Handling Techniques Puppy Dog Close: Let them keep something for a short time and it becomes theirs.
Objection Handling Techniques Good Guy – Bad Guy Close: One person is the heavy and the other is the savior. The client will bond with the savior.
Objection Handling Techniques Take Away Close: The fear of loss is the greatest of motivators, so taking something away motivates them to want it.
Objection Handling Techniques Appeal to the Higher Authority: Not your fault it is someone else’s fault.
Objection Handling Techniques If -Then Close: IF one person does one thing THEN the other will do something.