Welcome to Objection Handling

What are Objections Oxford Dictionary - 1 an expression of disapproval or opposition. 2 the action of challenging or disagreeing An objection is anything that comes out of the customers mouth, that in order to progress with the conversation, must be addressed.

A statement – usually saying that what we have is not for themA statement – usually saying that what we have is not for them A question – objection can be a question and depending on the answer can turn the customer hot or cold OR

Welcome Objections If you FEAR objections you will FUMBLE your response you will FUMBLE your response which will lead to FAILURE in the sale.

Basic Points to Consider Plan for objections Handle as they arise BeBe positive Listen (Let the customer finish) Understand Meet ObjectionMeet Objection

5 Categories of Objections

Hidden Objection Customers who ask trivial, unimportant questions or conceal their feelings by being silent have hidden objections. What would it take to convince you? What causes you to say that? Lets consider this, suppose London Energy…… then you would consider it, wouldnt you?

Stalling Objection When a customer says Ill think it over or Call me later, you must determine if the statements are the truth or a smoke screen to get rid of you. Ill think it over What are some of the issues you have to think about? Ive got to speak to my husband/wife/partner Of course you do! What are some of the things you want to talk about?

No-Need Objection Happy with current supplier Not interested now Sounds good, but I dont need to change now These are some examples of the NO-NEED objection. This is widely used because it politely gets rid of you the salesperson.

Money Objection That costs too much! Your price is too high! Don't be afraid of price as an objection, be ready for it! be ready for it!

Product Objection At times most customers will fear that the product will not do what the salesperson tells them, that it is not worth the time or energy to switch, or that it costs too much for what it is.

Methods in overcoming Objections Feel, Felt, FoundFeel, Felt, Found LRQIALRQIA 5 Question Method5 Question Method

Feel, Felt, Found shows empathy with customer; it shows you understandFeel – shows empathy with customer; it shows you understand how they feel. how they feel. shows customer that they are not alone in their wayFelt – shows customer that they are not alone in their way of thinking of thinking shows customer that there is a solution that othersFound – shows customer that there is a solution that others have experienced by taking your suggested method have experienced by taking your suggested method

LRQIA L- Listen to the customer R- Restate the objection A- Answer I- Isolate Q- Question

5 Question Method Question 1 There must be some good reason why youre hesitating to go ahead now. Do you mind if I ask what it is? Question 2 In addition to that, is there any other reason for not going ahead? Question 3 Just supposing you could convince yourself that… then youd want to go ahead with it, right? Question 4 Then there must be some other reason. May I ask what it is? Question 5 What would it take to convince you?

What to do after meeting the objection. Customer raises an objection Response to objection Continue presentationClose the sale Use a trial close Use a trial close

Questions such as: That clarifies the point, do you agree? Thats the answer youre looking for, isnt it? Does that answer your question? The customer says no to the product, not to you! If you dont ask, you dont get!

Summary Welcome Objections Welcome Objections What are objections? What are objections? Basic Points to Consider Basic Points to Consider 5 Categories of Objections 5 Categories of Objections Methods in overcoming objections Methods in overcoming objections What to do after meeting an objection What to do after meeting an objection

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