Objection Handling 6g6166

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 them • A question – objection can be a question and depending on the answer can turn the customer hot or cold

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Welcome Objections

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

Basic Points to Consider •Plan for objections

•Handle as they arise •Be positive •Listen (Let the customer finish) •Understand •Meet 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? •Let‟s consider this, suppose London Energy…… then you would consider it, wouldn‟t you?

Stalling Objection When a customer says “I‟ll 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. •“I‟ll think it over”

•What are some of the issues you have to think about? •“I‟ve 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 Sounds good, but I don‟t need to change now Happy with current supplier Not interested 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!

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, Found

•LRQIA •5 Question Method

Feel, Felt, Found •Feel – shows empathy with customer; it shows you understand how they feel.

•Felt – shows customer that they are not alone in their way of thinking

•Found – shows customer that there is a solution that others have experienced by taking your suggested method

LRQIA •L

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Listen to the customer

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Restate the objection

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Question

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Isolate

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Answer

5 Question Method Question 1

There must be some good reason why you‟re 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 you‟d 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

Use a trial close

Continue presentation

Close the sale

Questions such as: •That clarifies the point, do you agree?

•That‟s the answer you‟re looking for, isn‟t it? •Does that answer your question?

The customer says no to the product, not to you!

If you don‟t ask, you don‟t get!

Summary • What are objections? • Welcome

Objections

• Basic Points to Consider

• 5 Categories of Objections • Methods in overcoming objections

• What to do after meeting an objection

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