Overcoming Objections

1
Overcoming Objections

• Sales Training

2
Traits of Successful Salespeople

• They develop and maintain a positive attitude
• They relax and listen, never interrupting the
  buyer
• They anticipate objections and prepare helpful
  responses

3
Traits of Successful Salespeople

• They forestall known concerns before they arise
• They make sure the objection is not just an excuse

4
Methods for Responding

• Probe first to be sure you understand the
  objection and to make sure the buyer is really
  concerned about it.
• If the buyer makes a statement that is factually
  not true, use
• Direct denial
• Indirect denial

5
Methods for Responding

• If the buyer raises a valid concern or offers an
  option, use
• Compensation
• Feel-felt-found
• Boomerang
• Pass-up
• Postpone

6
Sales Strategy Issues

• Conditions
• Budget constraints
• Buyers concerns/ preconceived ideas
• Buyers level of sophistication
• Contractual obligation
• Needs of the organization
• Competition
• Contacts desires

• Leverage Areas
• Pricing and ROI
• References and testimonials
• Professionalism and sales tools
• Quality and timing
• Solutions and benefits
• Own s vs. their -s
• Identified hot buttons

Source Major Account Sales Strategies by Alan
Shifflett
7
The Dos and Donts of Addressing Concerns

• DO acknowledge that the other person has
  legitimate concerns
• DO get the other person to answer his or her own
  objection
• DONT argue or fight with the person youre
  trying to persuade
• DONT minimize a valid concern

8
Six Steps to Handling Objections

• Step 1 Hear them out
• Step 2 Feed the objection back
• Step 3 Question the objection
• Step 4 Answer the objection
• Step 5 Confirm the answer
• Step 6 Change gears with by the way