Overcoming Objections: Nailing the Sale

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Overcoming Objections Nailing the Sale
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Agenda

• Introduction and Course Overview
• Credibility
• Your Competition
• Critical Communication Skills
• Observing
• Customer Service Complaints
• Overcoming Objections
• How Can Teamwork Help Me?
• Pricing Issues
• Handling other Objections
• Buying Signals
• Closing the Sale

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Session One Course Overview

• Identify the steps you can take to build your
  credibility.
• Identify those objections that you encounter most
  frequently.
• Develop appropriate responses when prospective
  buyers throw you a curve.
• Disarm objections with proven rebuttals that get
  the sale back on track.
• Recognize when a prospect is ready to buy.
• Be prepared to present options and be willing to
  negotiate.

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Session Two Credibility
               

• If we want to build our credibility with other
  people, we have to first of all be credible to
  ourselves.
• That means selling ourselves on our products or
  our services first.
• The first impression goes a long way to
  establishing your authority.
• Be aware of body movements.
• Demonstrations
• Testimonials

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Session Three Your Competition
               

• Sooner or later every person in sales has to be
  aware of the fact that others are offering
  similar products and services.
• Your client also may decide there are alternative
  solutions to their dilemma.
• If we can differentiate our products and services
  from everybody elses by knowing what is unique
  and special about ours, we already have an
  advantage over many people who are in sales
  today.

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Session Four Critical Communication Skills
               

• Active listening is actually a 3-stage process
• Eye contact, and head nods, or other non-verbal
  affirmations
• Verbal cues, or phrases, such as uh-huh, go on,
  really!, and then what?
• Questions for clarification or summarizing
  statements, such as Does that happen every time
  you plug it in?

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Session Four Critical Communication Skills
               

• Rather than the common closed question which
  gives you only one bit of information, get in the
  habit of asking more open questions to get a
  sense of the other persons ideas, and opinions.
• Listen very carefully to what the client is
  saying.
• Clarify any implied or unclear statements.
• If someone says This isnt exactly what I had in
  mind, you might say, Tell me what you were
  thinking of?

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Session Five Observing
               

• Body movements
• Facial expressions
• Grooming
• Body build
• Posture

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Session Six Customer Service Complaints
               

• You represent your company and your products and
  services as far as your company is concerned.
  Customers want to know you will be there for them
  when they need you, and that you will go that
  extra mile to help them when they need you.
• Get in the habit of finding any complaints your
  customers may have and fixing them, before you go
  back to the client for another sale.
• A customer complaint indicates there is
  dissatisfaction somewhere. You can make yourself
  look like a hero to that client by rooting out
  the dissatisfaction and fixing it.

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Session Seven Overcoming Objections
               

• Dealing with objections sometimes seems to be the
  salespersons worst nightmare.
• However, when you are prepared and know your
  products and services, responding to objections
  is another way to reinforce the value of your
  offerings.
• Objections are really a technique the buyer uses
  to slow down and make sure he or she isnt
  rushing into the sale.
• If you have no objections at the end of your
  presentation, either people werent listening,
  werent interested, or werent buying.

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Session Eight How Can Teamwork Help Me?
               

• You must work as a team to handle particular
  types of objections, such as pricing issues.
  There are several ways to handle this type of
  objection. Here are several options
• If there is no flexibility in your pricing, you
  can find out in advance what their budget is and
  then price your products and services
  accordingly.
• You can give them the pricing in triplicate.
• Use a differentiator if you have one.
• Make it easy to say yes.

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Session Eight Pricing Issues
               

• There are some things that you should always
  emphasize when dealing with this objection.
• Stress the value of ownership versus the cost of
  purchasing.
• Stress the value of the service versus the cost
  of the service.
• Stress the value of long-term benefits versus the
  up-front costs.
• Stress benefits rather than features.

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Session NineHandling other Objections
               

• When your client is objecting, hear him or her
  out. Dont leap in too soon with your response.
  Make certain you are clear about what the
  objection truly is.
• Feed the objection back to the buyer, to be sure
  you are both on the same page.
• Respond to the objection. Think of this as
  another opportunity to sell your product or
  service and put it in a good light.
• Ask for feedback. Have I been clear enough or are
  there still some questions youd like to ask?

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Session NineHandling other Objections
               

• You should also follow these three steps
• Identify
• Validate
• Resolve

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Session Ten Buying Signals
               

• The buyer leans forward and becomes more engaged.
• The buyer begins making more eye contact.
• The type of questions the buyer asks changes from
  questions about the product or service, to the
  details of delivery.
• The pace changes it slows down or it speeds up.

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Session Eleven Closing the Sale
               

• Direct questions
• The Ben Franklin Approach
• The Leave it with them for the weekend Close
• Remember, Persistence Pays Off!
• Never underestimate the power of the thank you
  note