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?

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
Sounds good, but I dont 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

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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

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L R Listen to the customer Restate the objection

Q
I

Question
Isolate

Answer

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

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
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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