PART D

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PART D Handling Objections and Closing the Sale

• A. Chapter 12 Welcome Your Prospects
  Objections
• Read pages 382-390
• Write out three objections you think your
  customer will have about your product or service.
• Read pages 390-400
• Select one different technique of your choice to
  handle each of the three objections you selected
  above.
• Write out how you will use each technique to
  handle your objections.
• Note For your final presentation, write your
  objections on a separate piece of paper to give
  to your customer to use during the
  presentation.
• B. Chapter 13 Closing the Sale
• Read pages 419 (middle) to 428 (top)
• Select any two closing techniques of your
  choice.
• Write out how you will use the techniques to
  close the sale of your product or
  service.
• Due Date Friday, May 18th.

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When Objections Occur, Quickly Determine What To
Do
Prospecting
Approach
3
Basic Points to Consider in Meeting Objections

• Plan for objections
• Anticipate and forestall
• Handle objections as they arise
• Postponement may cause a negative mental picture
  or reaction
• Be positive
• Listen - hear them out

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Basic Points to Consider in Meeting Objections
cont

• Understand objections
• Request for information
• A condition
• Negotiation can overcome a condition
• Major or minor objections
• Practical or psychological objection
• A real objection is tangible
• Must uncover hidden objectives and eliminate them

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Objections Can Be Placed Into Categories

• Salespeople often encounter the same objections
  from customer to customer
• Thus, after a sales call think about
• What were the objections?
• How did you handle them?
• How should you handle them next time?
• Be prepared for the same objection to arise again!

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Six Major Categories of Objections
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Exhibit 12-7 Techniques forMeeting Objections
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Techniques for Meeting Objections

• The dodge neither denies, answers, nor ignores
• Dont be afraid to pass up an objection
• Rephrase an objection as a question. Postponing
  objections is sometimes necessary
• Send it back with the boomerang method
• Ask questions to smoke out objections
• Five-question sequence.

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Five-Question Sequence Method of Overcoming
Objection
Back to 12-23
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Techniques for MeetingObjections cont

• Use direct denial tactfully
• The indirect denial works
• Compensation or counterbalance method
• Let a third party answer

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Technology Can Effectively Help Respond to
Objections!

• Data stored in handheld computers or laptops, or
  obtained using a telephone modem or satellite
  transmission, can provide information to overcome
  buyers objections

12
The Trial Close Is a Powerful Communication
Technique To Produce

• Two-way communication
• Participation from the other person

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A Challenge! Use the Trial Close in Your Normal
Conversation to

• See if it helps your communication
• See if it gets the other person to participate in
  the conversation
• All you do is occasionally ask the person an
  opinion type question such as
• Is that a good place to eat?
• What did you think about the movie?
• How does that sound to you?

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Lets Review! When Are the Times to Use a Trial
Close?

• 1. After making a strong selling point in the
  presentation
• 2. After the presentation but before the close
• 3. After answering an objection
• 4. Immediately before you move to close the sale

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Lets Review! What Does the Trial Close Allow
You to Determine?

• 1. Whether the prospect likes your products FAB
  - the strong selling point
• 2. Whether you have successfully answered the
  objection
• 3. Whether any objections remain
• 4. Whether the prospect is ready for you to close
  the sale

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Why Do You Use a Trial Close After Answering an
Objection?

• To see if you have answered the objection!

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What is an Example of a Trial Close Used to
Respond to an Objection?

• Does that answer your question?
• With that question out of the way, we can go
  ahead - dont you think?

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Once You Have Satisfactorily Responded to the
Objection, What Should You Do Next?

• Make a smooth transition back into your
  presentation
• As we were discussing
• Move to close the sale if completed your
  presentation
• Move to close again if objection was after a close

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If You Cannot Overcome the Objection, What Are
Three Alternatives to Consider? (1)

• Return to presentation concentrating on new or
  previously discussed FAB of your product.

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If You Cannot Overcome the Objection, What Are
Three Alternatives to Consider? (2)

• Admit it
• Compensate for it by showing how your products
  benefit(s) outweigh the disadvantage(s)

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If You Cannot Overcome the Objection, What Are
Three Alternatives to Consider? (3)

• If 100 sure will not buy
• Go ahead and close
• Always ask for the order
• Allow the buyer to say no, not you
• Your competitor(s) may not be able to overcome
  the objection(s) either
• A competitor may make the sale because he/she
  asked for it
• Be professional, not pushy
• Leave the door open for a return visit

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If After Your Presentation You Received a
Positive Response to Your Trial Close, What
Would You Do?
Approach
Presentation
Trial Close
Determine Objections
Meet Objections
Trial Close
Close
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If After Your Presentation You Received a
Negative Response to Your Trial Close, What
Would You Do?
Approach
Presentation
Trial Close
Determine Objections
Meet Objections
Trial Close
Close
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If After You Meet the Objection You Received a
Positive Response to Your Trial Close, What
Would You Do?
Approach
Presentation
Trial Close
Determine Objections
Meet Objections
Trial Close
Close
Close
Close
Close
Close
Close
Close
Close
Close
Close
Close
Close
Close
Close
Close
Close
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If After You Meet the Objection You Received a
Negative Response to Your Trial Close, What Would
You Do?
Approach
Presentation
Trial Close
Determine Objections
Meet Objections
Trial Close
Close
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Lets Review By Taking a Closer Look at the
Interactions Within the Sales Presentation
Approach
Presentation
Trial Close
Determine Objections
Meet Objections
Trial Close
Close