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HANDLING CUSTOMER OBJECTIONS

OBJECTIONS:. Are concerns, hesitations, doubts or other honest reasons a customer has for not making a purchaseObjections can be questions or statements. EXCUSES:. Are insincere reasons for not buying or not seeing the salespersonCustomers often uses excuses when:They are not in the mood to bu

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HANDLING CUSTOMER OBJECTIONS

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    1. HANDLING CUSTOMER OBJECTIONS

    2. OBJECTIONS: Are concerns, hesitations, doubts or other honest reasons a customer has for not making a purchase Objections can be questions or statements

    3. EXCUSES: Are insincere reasons for not buying or not seeing the salesperson Customers often uses excuses when: They are not in the mood to buy They are concealing their real reasons for not buying

    4. It is often hard to distinguish between objections and excuses

    5. Be polite and courteous Encourage the customer to look around and ask you questions

    6. QUESTIONS CAN OCCUR AT ANY TIME DURING THE SALES PROCESS They should be handled promptly Customers who have to wait for an answer become preoccupied with the question Answer objections when they occur Objections can guide the sale process help you redefine the customer’s needs

    7. ? ? ? ? ? Questions are not necessarily a sign that the sale is going badly Research shows a positive relationship between objections and a successful sales outcome

    8. OBJECTION ANALYSIS SHEET A list of the most common objections & possible response to them Creating an objection analysis sheet prepares you for most of the objections that might occur

    9. OBJECTION ANALYSIS SHEET

    10. Incorporate anticipated objections into the product presentation - so they don’t become objections

    11. Be cautious Don’t offer too many objections yourself Avoid introducing doubt

    12. FIVE CATAGORIES OF OBJECTIONS NEED Customer has a conflict between wanting something and not truly needing it PRODUCT Based on the product itself… construction quality size appearance style

    13. SOURCE Occurs because of negative past experience with the firm or brand PRICE More common with high quality, expensive merchandise TIME Hesitation to buy immediately. sometimes this is only an excuse other times it can be a real objection

    14. A FOUR STEP PROCESS FOR HANDLING OBJECTIONS

    15. 1. LISTEN CAREFULLY Be attentive Maintain eye contact Let the customer talk

    16. 2. ACKNOWLEDGE THE CUSTOMER’S OBJECTION Make customer feel his or her objections are understandable Acknowledge the customer’s objection in a POSITIVE way

    17. 3. ANSWER THE OBJECTIONS Find a point of agreement with the customer before answering each objection Answer each objection tactfully Keep in mind the customer’s feelings Never answer with an air of superiority Never suggest that the customer’s concern is unimportant

    18. 4. RESTATE THE OBJECTION To be sure you understand DON’T repeat the customers concerns word for word Paraphrase the objections or restate in a different way DON’T change the meaning or content of what the customer says

    19. SPECIALIZED METHODS OF HANDLING OBJECTIONS

    20. 1. BOOMERANG METHOD Objections can be returned to the customer as a selling point

    21. EXAMPLE:

    22. 2. QUESTIONS The customer is questioned in an effect to learn more about the objection raised Your questions may reveal hidden objectives They may help you learn more about the customer’s needs

    23. 3. SUPERIOR POINT Permits the salesperson to acknowledge objections as valid yet still offset them with other features and benefits Trade offs take place when making selections Puts the customer in a position to decide between the different features

    24. EXAMPLE:

    25. 4. DIRECT DENIAL Provides proof and accurate information in answer to objections Best to use when the customer is misinformed

    26. EXAMPLE:

    27. 5. DEMONSTRATION Answers objections by illustrating one or more features of the product “SEEING IS BELIEVING”

    28. EXAMPLE:

    29. 6. THIRD PARTY Involves using a previous customer or another neutral person who can give a testimonial about the product

    30. EXAMPLE:

    31. REMEMBER Objections can guide the sales process Help redefine the customer’s needs Handle customer’s objections promptly when they occur Customers who have to wait for an answer become preoccupied with the question

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