2. Overview of the workout TimeContentMethod / Person 10 minutesWelcome & objectives Trainer led 5 minutesWhat are objections Group activity 10 minutes The three types of objections Trainer led 25 minutes Dealing with risk based objections Trainer led Group activity 30 minutesThe objection debate Group activity 10 minutesBreak 30 minutesAnticipating objections Trainer led 30 minutesRole Plays Group activity 10 minutesCool Down Period Trainer led

3. What are objections? Doubts or ConcernsA need for more clarity Push BackGood way to get rid of sales people!

4. What are the common objections we use when being sold to? Don’t need itDon’t have the money Don’t have timeJust gone with another company

5. Are objections good or bad? Too many objectionsSome objections

6. There are 3 types of objections and they occur throughout the sales process NEED BASED What’s wrong with what we currently do? Why do we need to change? Is the problem big enough to justify action, resources, time etc. RATIONAL BASED Often about choices Why should we use you? You’re more expensive Is your track record good? Are your service levels as good? RISK BASED What if it doesn’t work? How will this personally impact me? What will my boss say if it isn’t a success? What if, what if... Opening Doors Finding Opportunities Create Compelling Solutions Closing the Opportunity Delivering Great Service

7. Need based objections The only way to overcome Need based objections is to ask questions to build or create the need

8. Handling rational objections Acknowledge & empathiseClarify – ask questionsRespond to the objectionConfirm objection answered

9. Risk based objections are harder to spot and handle No budget to do this / you’re too expensive Other priorities at the moment What they say I don’t believe in your product / service / you It’s not worth the risk – it could cost me my promotion What if staff hate it. They’ll blame me I enjoy the client entertainment with other suppliers What they mean

10. Look for ‘tell tale’ signs to see if they exist Hesitation to commitHard to get hold of Behaviour change – not normal for them

11. Getting to the bottom of the concern UNCOVER the real concern CLARIFY it & then test your understanding to ensure you fully understand HELP to resolve it Ask how they intend resolving it Build on their suggestions

12. DON’T MINIMISE the importance of their concern What not to do DON’T PRESSURE the client DON’T TELL them what to do

13. Risk based objection handling scenario You are selling me a new car. I’ve taken it for a test drive and seemed very keen. We have just discussed colours, engine size, delivery time etc. You’re going to make a sale today.....except I say: “I’m not sure about the finance terms you’re offering. Perhaps I need to shop around a bit further before I can make a decision”. Oh no....the sale is slipping away........what do you do??

14. Dealing with difficult customers Resistance / Defensive Behaviour Distracted / Attention Elsewhere 1.Let them vent 2.Understand the real issue 3.Restate your offering related to the issue 1.Acknowledge whatever it is 2.Bring them back to the conversation 3.Stress the urgency of acting now

15. The objection debate 1.Break into 2 x teams 2.As a team, pick the 3 hardest objections you’ve experienced (1 x outside of work, 1 x work, 1 x either) 3.Write the objections down – 10 minutes 4.The other team has 3 minutes to handle the objection 5.The team is rated by 1 x judge represented from each team

16. Preparing answers to common objections 1.Break into 2 x teams 2.List common objections you get in your job 3.Decide how you would handle these objections 4.Write down the 4-5 questions you would ask to clarify the objection 5.Think how the objection could have been avoided – what could you have done in the sales process to avoid it? Be prepared to discuss each objection with the group Take notes on your mind maps

17. Everyone write down an objection from the previous exercise (clear handwriting!) Form 2 lines with equal number of people in each line facing one another 1 line will play the customer 1 line will play the sales person Customer line reads out their objection to their opposite person That person has 3 minutes to handle the objection Customers give sales person feedback at the end Lines switch roles and repeat Time to practice

18. Cool Down