Handling objections

Handling Objections

Co, SamanthaImpas, Claudine

See, IreneySoriano, Elisha

Uy, Johanna

The Tree of Business Objections

what are Objections?

Opposition or resistance to information or to the salesperson’s request if labeled a sales objection

when do

Anytime from the introduction to

the close

Always be ready to face objections

PROSPECTS OBJECT?

1. Prospecting

2. Preapproach

3. Approach

4. Presentation• participation

• proof• visual aids

• persuasive communication• demonstration• dramatization

5. Trial close

6. Determine objections

7. Meet objections

8. Trial close

9. Close

10. Follow - up

Objections and the

Sales Process• Trial closes -prospects attitude toward the product

– opinion NOT a decision to buy• 4 ways to respond:

1. If positive, from trial close to close2. If there’s objection, understand and clarify3. Be prepared for other objections4. Return to presentation after responding to

objections and asking a trial close

Understand objections

Is the prospect’s response a…

Request for more

information?Condition

Request for more

information?True objection?

Major? Minor?

Practical? Practical?Psychological Psychological

UNDERSTAND OBJECTIONS

• Requesting for More Information

• Setting a Condition of the Sale

• Giving a Hopeless Objection• Giving a True Objection

Requesting FOR MOREInformation

– Prospects appear to make objections because of this– Important to listen– Chances are they are in the conviction stage– Supply the requested information indirectly

Setting a

Condition of

the Sale

– “If you can meet my request, I’ll buy.” or “Under certain conditions, I will buy from you.”

– Quickly determine if you can help that prospect meet it. If you cannot, close the interview politely.

– Often, negotiation between buyer and seller can overcome a condition.

Giving a Hopeless Objection

– One that cannot be solved answered or overcome.– Some Examples:

• “I already have one.”• “I’m bankrupt.”• “I’d like to buy your life insurance, but the doctor

gives me only 30 days to live.”

Giving a True Objection

– One that can be answered– Two Types: Major and Minor– If it is of little or no importance, quickly address it and

return to selling– Nature of Either Two Types of objections may be:

• Practical (overt) objections- tangible• Psychological (hidden) objections- intangible

Meet the Objection

• Once you fully understand the objection, you are ready to respond to the prospect

• How to respond depends on the objection• By grouping objections, you can better plan how to respond

SIX MAJOR CATEGORIES OF OBJECTIONS

• Hidden Objection• Stalling Objection• No-Need Objection

• Money Objection• Product Objection• Source Objection

Hidden Objections

• Prospects that ask trivial, unimportant questions or conceal their true feeling beneath a veil of silence have hidden objections even if you may having a good conversaton with them

• KNOW: WHAT questions to ask and HOW to ask

Stalling Objection

• “I’ll think it over,” or “I’ll be ready to buy your next visit. Truth or “smoke screen” to get rid of you?

• Common tactic• Examples:

– I have to think this over– I’m too busy– I plan to wait until next fall

• With any response to an objection, communicate a POSITIVE ATTITUDE

• Do NOT get demanding, defensive or hostile

• GOAL: To help prospects realistically examine reasons for and against buying now

• If you are sure it is not in their best interest to buy now, tell them so.

• Do not be satisfied with a false objection or a stall.

The NO-NEED Objection

• Can disarm an unwary salesperson• Used widely because it politely gets rid of the

salesperson• Strongly implies the end of the sales call• May also include a hidden objection/a stall

The Money Objection

• To handle price-oriented objections– Observe nonverbal signals– Ask questions– Listen– Positively respond to the price question– Wrong to think that lowest price increase the chances of sales

success– Price becomes secondary factor once customer realizes

benefits

ways to respond to Money Objections

“YOUR PRICE IS TOO HIGH!”

“I CAN’T AFFORD IT!”

“GIVE ME A 10% DISCOUNT AND I’LL GIVE YOU AN ORDER TODAY!”

“YOU’VE GOT TO DO BETTER THAN THAT.”

THE PRICE/VALUE FORMULA

• Only the description of the buyer’s thinking process and an explanation of why the so-called price objection is heard so often.

• Tells what we must do to answer the price objection.• Price objection• Cost is what concerns the buyer, not just the price.

The Product Objection

• The prospect might already use, has used, would like to use, heard of, or knows people who use a competitor’s product.

• React positively.• Can use a guarantee, testimonial, independent research

result, and demonstrations to counter

ways to respond to Product Objections

• YOUR COMPETITOR’S PRODUCT IS BETTER.• I’LL BUY A USED ONE.• I DON’T WANT TO TAKE RISKS.

The Source Objection

• Relate loyalty to a present supplier or salesperson.• May tell you that they don’t like your company.• Requires calling the prospect routinely over a period.• Takes time to break the resistance barrier• Get to know the prospect’s needs• Show your true interest.• Do not try to get all of the business at once – go for a trial run, a small

order.• Learn EXACTLY what bothers the prospect

Ways to Respond to Source Objections

• I’M SORRY; WE WON’T BUY FROM YOU.– Why not?– What could we do to win your business in the future?– Is there anyone else in your company who might be

interested in buying our cost-saving products? Who?– Is there anything about me that prevents you from

doing business with our company?

Techniques for Meeting

Objections

1. The Dodge

“Before you decide to buy...”

- Neither Denies, Answers, Nor Ignore Objections

2. Pass Up

“Why...”

- Don’t be afraid to PASS UP an objection

3. Rephrase as questions

- Rephrase an Objection as a Question

4. Postpone

- Sometimes, it’s necessary.

5. Boomerang

- Turn an objection into a reason to buy

6. Ask Questions

- It shows how the salesperson knows the business.

Five-Question Sequence1. There must be some good reason why you’re hesitating

to go ahead now. Do you mind if I ask what it is?

2. In addition to that, is there any other reason for not going ahead?

3. Just supposing you could convince yourself that... Then you’d want to go ahead with it?

4. Then there must be some other reason. May I ask what it is?

5. What would it take to convince you?

Facing objections

• Use Direct Denial Tactfully• The Indirect Denial Works• Compensation or Counterbalance Method• Let a Third Party Answer

After Meeting the Objection – What to do?

• First, Use a Trial Close – Ask for Opinion• Move Back into Your Presentation• Move to Close Your Sale• If You Cannot Overcome the Objection• In All Things Be guided By The Golden Rule