OBJECTION HANDLINGTurning a ‘No’ into a ‘Yes’!

Most people can’t handle objections because they:

- Lack empathy with the client- Misunderstand the real reason for the objection- Answer the wrong objection- Don’t know how to answer the objection- Can’t gain commitment to move on

So what’s the solution?

Use the

’ERRICA’objection handling process

‘E’ is for ‘Empathise’

Demonstrate to the customer that you understand their concern – don’t argue with them!

e.g.“I appreciate your comments.”“I can understand your concerns.”

‘R’ is for ‘Refine’

Make sure you are answering the right objection!Ask questions to refine their answer to a specific objection

e.g.“What do you mean by that?” “In what way is that a concern?”

‘R’ is for ‘Reposition’

Once you have identified the objection, you need to restate it in a more positive way i.e. into something you can answer!

e.g. If they said “I don’t have enough money”, you could reposition by saying: “So really what you are saying is ‘How can you afford it?’ Is that right?”

‘I’ is for ‘Isolate’

Ever played objection ping pong? This is where the client serves you objection after objection.

To prevent this simply state:

“Is this the only thing that is concerning you”

‘C’ is for ‘Commit’

You now need to gain commitment from the client BEFORE answering the objection:

e.g.“So if I can address your concerns are you happy for us to go ahead with the next steps?”

‘A’ is for ‘Answer’

The last part of the process is you need to answer the objection!

ERRICA won’t help if you don’t have an answer.

But if you do, this process will ensure you turn NO into YES!

Looking for more tips...

‘ERRICA’ forms part of the award-winning sales training programme, “The Single Sales Principle®”.

For more details and to view our complete range of training programmes visit:www.lammore.com

Or call:0800 043 6599