Handling Objections

1
Handling Objections

• SE LAP 100

2
Objectives

• Explain the nature of objections in selling
• Identify types of objections
• Identify methods for converting objections into
  selling points
• Demonstrate skill in converting objections into
  selling points

3
Objection

• a point of difference between a customer and a
  salesperson that may prevent a sale.
• a customers reason for not buying.
• a positive challenge for a good salesperson.

4
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.

5
Hidden Objections

• I really dont think we need a poolside room.
• I cant believe how much more a poolside room
  costs!

6
Welcome Objections

• Need
• Size
• Color
• Time
• Price
• Quality
• Style

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

7
Converting Objections to Price

• Stress quality
• Show features
• Accent benefits
• Promise prestige
• Offer credit

8
Concerns with the Product

• Features
• Quality
• Brand Preference
• Required service
• Color, size, or model
• Know your products!

9
Converting Concerns With the Company

• Get negative experience in the open
• Correct misinformation and clear up
  misunderstandings
• Maintain control
• Be positive and tactful
• Know policies and procedures
• Interpret policies correctly
• Assure customers

10
Time Delays

• Seasonal
• Anticipated sales
• Available resources
• Fear of buying decision

11
Quantity Objections

• Multiple-pricing
• Required additions
• Accessories
• Supplies
• Options
• Service

12
Need Objections

• Need vs. Wants
• Conflict of Needs

13
Methods of Converting Objections

• Yes, BUT
• Toss-it-back
• Deny it
• Point - Counterpoint

• The Inquiry
• Show em
• Testimonial
• Try it!

14
Procedures for Converting Objections

• Listen
• Pause
• Empathize
• Restate

• Avoid arguments
• Turn into selling point
• Answer honestly