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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,

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  1. Welcome to Objection Handling

  2. 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’.

  3. 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 Hot Cold OR

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

  5. Basic Points to Consider • Plan for objections • Handle as they arise • Be positive • Listen (Let the customer finish) • Understand • Meet Objection

  6. 5 Categories of Objections

  7. 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?

  8. 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? Positive Attitude

  9. 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.

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

  11. 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. Be Positive Don't criticise

  12. Methods in overcoming Objections • Feel, Felt, Found • LRQIA • 5 Question Method

  13. 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

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

  15. 5 Question Method

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

  17. 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!

  18. 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

  19. A Always B Be C Closing

  20. Thank you

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