1. Sales Representation Step 5- Handling Objections
Module 5
Sales Representation
Step 5- Handling Objections

2. 10 Steps to becoming a Professional Sales Representative
Professional Sales visit Preparation, The Pre-Approach
Professional Client Relations – The Approach
The Customer Needs Analysis
Product/Service Presentation - 1:1 and to Groups
Handling Objections, listening and responding
Negotiation
Closing the Sale
Follow-Up Service
Merchandising and Promotion
After-Sales Service

3. Different Types Of Objections
3 Different Types Of Objections from potential Customers:
Feasibility – Will this product work for us? Is it the right make, size, will it meet our needs?
Value – Is there any value to the customer/company in making the purchase?
Price – Is it a fair price?
Once you get an objection, work on…identifying ‘real’ and ‘false’ objections in order to recognize what the customer is really saying!

4. Acknowledging Objections
Before an objection can be answered it must be Acknowledged.
If the Sales Rep jumps in, especially with a denial,
it gives quite the wrong impression and tends to lead to an confrontational situation and to argument.

5. An acknowledgement (which may only be a few words) will do the following:
Indicate to your customers that you believe they have a point
Show that you are not going to argue
Make it clear that you are likely to respond with something serious and considered (including ‘yes’ in the acknowledgement may help)
Give you a moment to think (something you may welcome or even seek to extend: ‘Let me think about that for a second’)
Good acknowledgement makes subsequent handling of objections more straightforward.
“That’s certainly something we need to review...”
“Yes, that’s a fair point, let me give you some more background”

6. I really don’t want a sports car
Handling Objections
Most salespeople think of objections as a bad thing... but they may be missing the big picture.
If your prospect raises an objection, that's actually a good sign.
The fact that they're talking out their concern means that they're giving you a chance to answer it.
If someone is completely uninterested in buying your product, they won't bother to object – generally they'll just sit through your presentation in silence (with arms folded) and then send you away.
It is up to the sales Rep to manage the Objection in his favour.
Examples of objections:
I am not sure if this is the right product…
I don’t think it’s exactly what I need…
I cannot afford it…
I really don’t want a sports car

7. 1 - How to Handle Objections in 6 Easy Steps
Here's a simple process to help resolve your prospect's objections.
Here's How:
1. Listen to the Objection.
Don't jump all over the prospect as soon as he says “But what about-.” Give him a chance to explain exactly what's bothering him.
Don't just tune him out, either – listen. You can pick up some really valuable clues from the way a prospect phrases his objection.
2. Say it Back to the Prospect.
When you're absolutely sure the prospect is done talking, look thoughtful for a moment and then repeat back the gist of what he said.
Something like “I see, you're concerned about maintenance costs” is fine.
This both shows that you were listening and gives him a chance to clarify.
“Well, it's not so much the cost I'm worried about as the downtime.”

8. …How to Handle Objections in 6 Easy Steps
3. Explore the Reasoning.
Question The Objection. Sometimes the first objections aren't the prospect's real concern.
For example, many prospect don't want to admit that they don't have enough money to buy your product, so they'll raise a host of other objections instead.
Before you launch into answering an objection, ask a few exploratory questions, like
“Is product downtime a particular issue?
Have you had trouble with it before?”
Draw the prospect out a bit.
4. Answer the Objection.
Once you understand the objection completely, you can then answer it.
When a customer raises an objection, they may actually be expressing fear.
Your task at this point is to relieve their fears.
If you have specific examples, such as a story from an existing customer or a few statistics, by all means present them – hard facts make your response stronger.

9. …How to Handle Objections in 6 Easy Steps
5. Check Back with the Prospect.
Take a moment to confirm that you've answered the prospect's objection fully.
Usually this is as simple as saying, “Have I answered your concern?”
6. Redirect the Conversation.
Bring the prospect back into the flow of the appointment.
If you're in the middle of your presentation when the prospect raises his objection, then once you've answered it quickly summarize what you'd been talking about before you move on.
If you've finished your pitch, check if the prospect has any other objections, and then start closing the sale.

10. 2 - APAC Model for Handling Objections :
Managing objections using the powerful APAC model gives us four clear steps to successfully managing objections and closing the sale –
Acknowledge
Probe
Answer
Close

11. 3 - Handling Objections in 11 steps
Acknowledge the Objection, but be careful the customer does not mistake the acknowledgement for an agreement. (you have a full understanding of the point the customer is making).
Clarify your understanding of the question the customer is raising, before you answer it.
Listen and think momentarily before answering
Aim your answer directly to what on the customer’s mind
Handle objections as you handle any other ordinary question, without paying excessive attention to it
Handle emotional situations by treating objections as if they resulted just from a lack of information
When your client is objecting, hear him or her out. Don’t leap in too soon with your response.
Make certain you are clear about what the objection truly is.
Feed the objection back to the buyer, to be sure you are both on the same page.
Respond to the objection. Think of this as another opportunity to sell your product or service and put it in a good light.
Ask for feedback. Have I been clear enough or are there still some questions you’d like to ask?

12. Techniques to Handle Objections
1. Be Curious As a Last resort, ask the client why they didn’t make the purchase
Ex: “I really thought this product was a fit for your needs. Can you let me know why you decided not to buy?”   
2. Boomerang Use their objection to weaken their point and reinforce your point.
Ex: Customer: “This widget is way too light.” Salesperson: “It is remarkably light, isn’t it? We’ve started using a lighter, more durable metal. We’ve found that it’s much safer.”
3. Can You Clarify? Ask the customer for more information before responding to the objection.
Ex: Customer: “I would never buy this product. It’s not built to last.” Salesperson: “I’m interested in why you think that. Would you mind explaining that further?”
4. Certain Closure Offer to resolve their objection if they make the purchase.
Ex: “If I get the author to autograph this book, do we have a deal?”

13. 5. Deflection Avoid the objection
5. Deflection Avoid the objection. Use this one sparingly, and make sure you’re polite.
Ex: “That’s an interesting point. Now, let me show you the colors this model comes in.”
6. Disagree Politely and assertively disagree with the customer, But make sure you have facts to back you up.
Ex: Customer: “Acme Widgets doesn’t require anything like this.” Salesperson: “In fact, Acme Widgets does also require a service plan, although theirs is quite a bit more expensive.”
7. FFF (Feel, Felt, Found) Empathize with the customer, tell them how others have felt, and tell them what they have found.
Ex: “I understand that you feel that this plan is a big investment. Others (including myself) have felt the same way. However, they have found it really gives them peace of mind.”
8. Reframe Interpret their objection as something other than an objection.
Ex: “I can see that I’m not making sense. Sorry – let me put it another way.”
9. Show Your Hand Ask the customer to list all their objections at once.
Ex: “It sounds like you have a lot of concerns. What else is on your mind?”

14. Assignment 5.9 - Objections