HANDLING OBJECTIONS
Sales presentation is not always going to be plain sailing. You must expect objections. The important thing is to know this and be prepared to deal with them. Welcome them as sign of interest which can be turned to your advantage.
Most of the objections we come across will arise from
1. The Customer having insufficient information.
2. The Customer's particular circumstances.
3. Opinion of friends and relatives.
4. Price and running cost.
5. Colour, size, and style.
6. Procrastination.
Never avoid or argue an objections. To Customers it is a valid point that they raised and they will expect it to be dealt with a courteous and helpful manner. Don't get into argument because that will antagonise your customer and destroy your relationship. Do answer their objections as fully as necessary before continuing your presentation. Expect objections to be raised. If you do them they will not come as a surprise and you will be prepared to handle them. Over come objections using facts and demonstrations.
1. Listen to objections.
2. Repeat the objections.
3. Restate the objections with emphasis.
If you listen carefully to customer's objection you will avoid any misunderstanding, and if you repeat it to the customer it will show you have fully understood what they said. This implies that you are concerned with their problem. When you restate their objection with emphasis this tends to diminish the objection while getting agreement that there is nothing which is worrying them and you can use your knowledge and understanding to overcome the problem.
People object because they are unsure that what you are offering is really going to satisfy their problem. They are objecting because they need more information. So you have to build a trust before you can do anything. So start to build a relationship and break the barriers between you and the customer. Once you do that customer will feel comfortable to do business with you.
There are many kinds of objections
1. I am happier with my current provider.
2. I am not interested.
3. Ring me after few weeks.
4. Send me more information.
5. I don't need it.
The list is endless.
You should write down all the common ones you experience in your every day life. By doing so you will be able to pin point the major objections to your products or services and act on the answers accordingly.
If the Customer says "I will have to think about it"
Say to the Customer
I can appreciate that you would like to think it over, what it says to me is that you are interested. I just want to make sure whether I have explained everything properly. Would you mind telling me which particular aspect you would like to think about.
When a customer objects He or She is really saying I am interested or I need help.
If the Customer says "I can't afford it"
Say to the customer
I do understand what you mean. We can sit together and find a solution that may suit your budget. If the customer does not want to sit down with you, he is having you on or genuinely not prepared to commit himself due to financial situations. Ask Questions to deal with Objections.
Winston Saga is one of the world's leading sales legends. He is also the CEO of Sales and Motivation International. Winston has been acknowledged as a unique and distinctive authority in the field of sales and personal development. Last year International Biography Centre selected him ''International Man of the Year'' for his outstanding contribution to sales and Service. He has written 100's of articles to magazine, journals and websites.
Visit http://www.telesalestips.com to know more about the author
![]() |
|
![]() |
|
![]() |
|
![]() |
After our first half-hour telephone coaching session, when asked what... Read More
Zig Ziglar use to say in seminars and on tapes... Read More
BackgroundThere's a conundrum that currently exists between the customer and... Read More
Web sites exist for essentially two purposes. The first is... Read More
The fastest way to get a decision made is to... Read More
You can have your cake and eat it.What is it... Read More
What comes to mind when you think of networking --... Read More
Remember those school exercises that started "Compare and contrast....yada yada... Read More
Hello Everyone: Here's a unique look at learning how tosell:... Read More
"Accepting the consequences, good or bad, will free you; take... Read More
Hi, I'd like to discuss the most powerful words you... Read More
"If you do anything foolish or try to get out... Read More
You can always tell a good salesperson, they are always... Read More
Part I of this article explored how strategies of Neuro-Linguistic... Read More
The time comes for all mortgage brokers and loan officers... Read More
I went shopping for clothes today.My plan was to buy... Read More
You're not alone. Most people are uncomfortable walking into a... Read More
Could this be the worst moment in your selling cycle?You've... Read More
I really just don't get it.How can so many businesses... Read More
Myth 1: Sales People are all Shady!In the Broadway play... Read More
We all have people whom we find difficult. We don't... Read More
Keeping the 80/20 rule in mind; that is that 80%... Read More
You have just walked out of the office of a... Read More
This article is meant to inform. Please don't construe this... Read More
I am sure you are familiar with the phrase, "I... Read More
No matter what you sell--products, services, or causes--one of the... Read More
TELEPHONE TECHNIQUESSelling face to face is different from selling on... Read More
Now business owners and sales professionals can develop a Faster... Read More
Here are five sure-fire ways to guarantee you will not... Read More
Looking for new leads, new contacts, new business opportunities? Do... Read More
Former General Electric CEO and legendary manager, Jack Welch, nailed... Read More
In the last article... Read More
A Simple TruthDo you have the right stuff?Are you consistent... Read More
A closing question asks for a final decision. A trial-closing... Read More
Is cold calling dead? And if laws are being passed... Read More
Ever wish that your presentations could be as much fun... Read More
Being a good listener requires more than just keeping quiet... Read More
Many times in the process of making a sales presentation... Read More
There are several ways to get your information into the... Read More
Keeping the 80/20 rule in mind; that is that 80%... Read More
After careful consideration, we have chosen our vendor, and it's... Read More
Benefits are what motivate people to purchase from you, right?... Read More
Would you pay $12,500 to discover the keys to great... Read More
A completed communication consists of a sender and a receiver.... Read More
You have all seen them,the sales letters that never ends.... Read More
1. Make your reader visualize they have already bought your... Read More
I can remember the first time that I had to... Read More
If you are in the mortgage business, the very first... Read More
Mannequins are primarily used in stores to display clothing. A... Read More
After completing a workshop on personal productivity or time management,... Read More
Your choice of materials for store fixtures includes wood, metal,... Read More
A reader recently asked me the following: "I enjoyed the... Read More
Some businesses flourish while others slowly fade away. There's usually... Read More
A mannequin head is a life-size head that includes all... Read More
Myth 1: Sales People are all Shady!In the Broadway play... Read More
Do you have 5, 10, or 20 years of sales... Read More
In the course of my career, I've had to deal... Read More
"If you do anything foolish or try to get out... Read More
Part I of this article explored how strategies of Neuro-Linguistic... Read More
Most salespeople I know consider cold calling a dreadful, but... Read More
Value is in the Eye of the BeholderSales today is... Read More
If you asked me to point to the heart and... Read More
Obtaining merchant status will help to increase your sales. Consumers... Read More
Awhile back you had a great idea. An idea that... Read More
"Hello, is (pause) puh-TREE-shuh home?"So started my weekend lesson in... Read More
Last issue we talked about what motivates people to buy... Read More
Sales |