–Objections are concerns, hesitations, doubts, or other honest reasons a customer has for not making a purchase. Objections give you an opportunity to present more information to the customer. –Excuses are insincere reasons for not buying or not seeing the salesperson. –Objections can guide you in the sales process by helping you redefine the customer's needs and determine when the customer wants more information. –Prepare yourself for most objections by completing an objection analysis sheet, which lists common objections and possible responses to them.
THESE ARE THE MOST COMMON OBJECTIONS Need The customer does not have an immediate need for the item or wants the item but does not truly need it. Product The customer is concerned about such things as construction, ease of use, quality, color, size, or style. Source The customer has had negative past experiences with the firm or brand. Price The customer does not want to spend so much money. Time The customer is hesitant to buy immediately (sometimes an excuse).
Complacency Example: "I'm okay with the way things work right now.“ Fear of Change Example: "I don't want to change the way we've been doing things for 15 years. Too much can go wrong.“= Trust Example: "It seems like you know what you're doing, but how do I know you really have the necessary experience to do this?" External Input Example: "I need to run this by my wife/business partner/mentor before I do anything else."
How to Deal with Objections --- Here are some pointers for those situations: 1. Listen carefully (to the objection being raised) 2. Establish their trust 3. Acknowledge the customer’s objections 4. Qualify the objection as the only one. Simply ask if it is the only reason they won’t buy from you. 5. Restate the objection (paraphrase it) 6. Answer the objection as best as you can
Methods for handling objections: –Boomerang Use a friendly, helpful tone to explain how the objection is really a selling point. –Question Question the customer—but never in an abrupt manner—to learn more about the objections. –Denial When a customer's objection is based on misinformation, provide proof and accurate information to answer the objection. –Demonstration Demonstrate a product's features (but make sure they work before using them in a sales situation). –Third Party Use a testimonial from a previous customer or another neutral person.
Answer a question with another question Is this a pyramid? You answer: Do you like pyramids? Do I have to sell? You answer: Do you like selling? Do I have to know new people? You answer: Do you like to meet new people? Do I have to give phone calls? You answer: Do you like to give phone calls? Does it take a lot of time? You answer: Do you have a lot of time?
Discover Sales Objections Ask past customers, current customers and potential customers: “What concerns did you have?” “Is there anything that troubled you that might have stopped you buying?” “Was there anything we said that convinced you to go ahead?” “Do you have any questions or issues that concern you?” “Sorry to hear you are not going with us this time, was there anything in particular that prevented you from taking up our offer?”
Always be prepared for objections by: Product knowledge Knowing your competitors and their products Knowing your costumer and his / her needs