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Presenting the Product

Presenting the Product. TMU 09 Sec 02. TMU 09 Sec 02 – Objections. The difference between objections and excuses The five buying decisions upon which common objections are based The general four-step method for handling customer objections

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Presenting the Product

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  1. Presenting the Product TMU 09 Sec 02

  2. TMU 09 Sec 02 – Objections • The difference between objections and excuses • The five buying decisions upon which common objections are based • The general four-step method for handling customer objections • The seven specific methods of handling objections and when each should be used. What You’ll Learn

  3. Objections – concerns, hesitations, doubts, or other honest reasons a customer has for not making a purchase. • Excuses – insincere reasons for not buying • Welcome and plan for objections – they can guide you through the sales process.

  4. Common Objections • Need – may be a conflict between needs and wants “Do I really need this BMW or do I just want it?

  5. Common Objections • Product – concerns with color, size, or style

  6. Common Objections • Source – past experiences with the firm or brand “My mother really did not like GE appliances. She said that they are of inferior quality.”

  7. Common Objections • Price – “That’s more than I wanted to spend.”

  8. Common Objections • Time – “I think I’ll wait until July when these sandals are on sale.”

  9. Process for Handling Objections • Listen Carefully – demonstrate concern • Acknowledge the Customer’s Objection – “I can see your point.” • Restate the Objections – paraphrase • Answer the Objection – be tactful!

  10. Specialized Methods of Handling Objections Substitution – Recommending a different product that would satisfy the customer’s needs. Customer: “I don’t like the way this dress looks on me.” Salesperson: “Here, why don’t you try this dress. It has a completely different look. I think it will fit your style better than the one you just had on.”

  11. Specialized Methods of Handling Objections Boomerang – bring the objection back to the customer. Customer: “This ski jacket is so lightweight, it can’t possibly keep me warm.” Salesperson: “It’s made of a special material called Thinsulate which will keep you warmer than something heavier.”

  12. Specialized Methods of Handling Objections Question – question to learn more about the objections. Customer: “I don’t think my friend will like this shirt.” Salesperson: “Why don’t you think she will like it?”

  13. Specialized Methods of Handling Objections Superior Point – Admit disadvantages in certain products but then present superior points to offset or compensate for them. Customer: “Your prices are higher than your competitors.” Salesperson: “That’s true. We use better quality materials and our product will last longer.

  14. Specialized Methods of Handling Objections Denial – use when the customer’s objection is based on misinformation. Customer: “This shirt will shrink.” Salesperson: “No, it won’t shrink because the fabric is a special blend.”

  15. Specialized Methods of Handling Objections Demonstration– Show how to operate a product. Seeing is believing! • Use when appropriate “I can’t believe the food won’t stick to the bottom of the pan.”

  16. Specialized Methods of Handling Objections Third Party – using a previous customer or another neutral person who can give a testimonial about the product. Customer: “I’m not sure how this sofa will look in my house.” Salesperson: “Well, Michelle King bought one just like it last month. She loves it.”

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