Handling Customer Questions and Objections

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

Handling Customer Questions and Objections Objections! A welcomed thing? n Objections give you an opportunity to present more information about the product to the customer.

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

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

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

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

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

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

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

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

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