handling objections

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handling objections
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objection

• Concerns, hesitations, doubts, or other honest
  reasons a customer has for not making a purchase.
• A positive opportunity to present more
  information about the product.

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excuse. . .

• an insincere and invalid statement used to hide a
  true objection.
• a defensive statement that covers the real
  problem.
• an artificial barrier that must be penetrated to
  reach the real objection.

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Types of Objections

• Price
• Product
• Place or negative past experience
• Timing (not right now)
• Quantity or size isnt right
• Want vs Need

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Welcome Objections

• The best way to find out the real objection is to
  get the customer talking.

• When Objections are raised...
• Dont panic
• Keep a positive attitude!
• Be prepared

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Handling Objections to Price

• Stress quality
• Show features
• Accent benefits
• Focus on Product prestige
• Offer credit/payment plans

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Concerns with the Product

• Features
• Quality
• Brand Preference
• Required service
• Color, size, or model

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Problems with the Company

• Past Service
• Location
• Salespeople
• Policies
• Image

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Handling Objections

• Listen Carefully
• Acknowledge the customers objections
• I can understand why you feel this way.
• Restate the objection to be clear on your
  understanding
• Answer the objection
• Never embarrass or demean the customer
• Remember, the customer is always right!

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Methods for Handling Objections

• Boomerang Turning the objection into a selling
  point.
• Ex The jacket is so lightweight
• Boomerang It is made of Thinsulate, a special
  fiber that is warmer than conventional fiberfill.
• Question Politely ask questions about the
  objection to reveal more about wants and needs of
  the customer.

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Methods cont.

• Demonstration demonstrate the product.
  Customers will see for themselves.
• Always practice the demo beforehand. Make sure
  claims are true and that you can predict the
  outcome of the demonstration.
• Third Party or Testimonials using previous
  customers testimonial, letters, and information
  to substantiate the benefits of the product.

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Methods continued

• Superior Point Acknowledge objections as valid
  but off set them with other features and benefits
  that overshadow the objection. Ex High price
  higher quality.
• Denial When customers are misinformed, correct
  the information with the accurate information.

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END