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Handling Customer Questions and Objections

Handling Customer Questions and Objections. Objection or Excuse?. Objections - Honest reasons a customer has for not making a purchase. Excuses - Insincere reasons for not making a purchase. Objections! A welcomed thing?.

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Handling Customer Questions and Objections

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  1. Handling Customer Questions and Objections

  2. Objection or Excuse? • Objections - Honest reasons a customer has for not making a purchase. • Excuses - Insincere reasons for not making a purchase.

  3. Objections! A welcomed thing? • Objections give you an opportunity to present more information about the product to the customer.

  4. Common Objections • Need - Is the desired product a want or a need? • Product - Concern about construction, quality, size, appearance, or style. • Source - Where the product is made, sold from, etc....

  5. Common Objections • Price - Is it truly within the customer’s price range? • Time - Is the customer in the position to purchase the product now?

  6. Handling Objections • Listen - Let the customer talk! • Acknowledge - Show you care about the customer. • Restate - Paraphrase the objection in a different way to show you understand. • Answer - Use the objection to further define the customer’s need.

  7. Methods of Handling Objections Boomerang • The objection comes back to the customer as a selling point. • Do not sound like you are trying to outwit the customer. • Use a friendly, helpful tone of voice.

  8. Methods of Handling Objections Question • Question the customer in order to learn more about the objections raised. • Show courtesy and respect in order to keep the customer from becoming defensive.

  9. Methods of Handling Objections Superior Point • Acknowledge the objection yet offset them with other features and benefits. • The customer is in a position to decide between the different features, thus seeing additional reasons for buying.

  10. Methods of Handling Objections Direct Denial • Used when the customer has misinformation or when the objections are in the form of a question. • Back up the negative reply with proof and accurate facts.

  11. Methods of Handling Objections Demonstration • Illustrating one or more features of a good or service. • “Seeing is believing”

  12. Methods of Handling Objections Third Party • Using a previous customer or a neutral person who can talk about the product.

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