Handling Customer Questions and Objections

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Presentation transcript:

Handling Customer Questions and Objections

Objection or Excuse? Objections - Honest reasons a customer has for not making a purchase. Excuses - Insincere reasons for not making a purchase.

Objections! A welcomed thing? Objections give you an opportunity to present more information about the product to the customer.

Common Objections Need - Is the desired product a want or a need? Product - Concern about construction, quality, size, appearance, or style. Source - Where the product is made, sold from, etc....

Common Objections Price - Is it truly within the customer’s price range? Time - Is the customer in the position to purchase the product now?

Handling Objections Listen - Let the customer talk! Acknowledge - Show you care about the customer. Restate - Paraphrase the objection in a different way to show you understand. Answer - Use the objection to further define the customer’s need.

Methods of Handling Objections Boomerang The objection comes back to the customer as a selling point. Do not sound like you are trying to outwit the customer. Use a friendly, helpful tone of voice.

Methods of Handling Objections Question Question the customer in order to learn more about the objections raised. Show courtesy and respect in order to keep the customer from becoming defensive.

Methods of Handling Objections Superior Point Acknowledge the objection yet offset them with other features and benefits. The customer is in a position to decide between the different features, thus seeing additional reasons for buying.

Methods of Handling Objections Direct Denial Used when the customer has misinformation or when the objections are in the form of a question. Back up the negative reply with proof and accurate facts.

Methods of Handling Objections Demonstration Illustrating one or more features of a good or service. “Seeing is believing”

Methods of Handling Objections Third Party Using a previous customer or a neutral person who can talk about the product.