11-1 Chapter 11 Handling Objections: The Power of Learning from Opportunities

11-2 Video Ride-Along The video Handling Objections features Paul Blake, Vice President of Sales, Greater Media Philadelphia Paul Blake gives his tips about handling objections He shares his advice about how to make handling objections the most productive part of the selling process To view the video, click hereclick here

11-3 Chapter Objectives Understand what a sales objection is. Learn how overcoming objections can strengthen a relationship. Understand when and why prospects raise objections. Learn strategies to handle objections.

11-4 What are Objections? Sales objections: Prospect questions or hesitancies about either the product or company – Signals your prospect’s level of interest – Alerts you to what actions need to be taken to bring the sale to a close – Helps you build your relationship – Helps in finding the true reason for resistance

11-5 Objections as Opportunities Objections should be considered as an extension of the selling process To understand better what your prospect wants and needs - don’t avoid objections; encourage them

11-6 Consider Objections Before they Occur Strategies for preparing for the objections that will build your relationship with the customer: – Understand your prospect and believe in your partnership – Do not lose sight of your prospect’s buying motivations – Understand your prospects risk factors – Think about every possible objection the prospect might express – Be proactive and prepared to raise objections first

11-7 Why Prospects Object No or not enough money No perceived need No sense of urgency No trust

11-8 How to Handle Objections Consider the objection as a question Respond to the objection with a question Restate the objection before answering the objection Take a pause before responding Use testimonials and past experiences Never argue with the prospect

11-9 Types of Objections Product objection: A concern voiced by the prospect relating directly to the product Source objection: A barrier presented by the prospect relating to your company or to you Price objection: A concern voiced by the prospect about the perceived value of a product or service Money objection: A concern voiced by the prospect that relates to the budget or financial ability to make the purchase

11-10 Types of Objections “I’m already satisfied” objection: A barrier presented by the prospect that indicates that there is no need for the product or service Hidden objection: An objection that is not openly stated by the prospect but is an obstacle in the way of making the sale “I have to think about it” objection: An objection that is actually a stall

11-11 Handling the Price Objection The video Price Too High features best-selling author and sales expert Jeffrey Gitomer Jeffrey Gitomer discusses how to handle the price objection To view the video, click viewclick view

11-12 Is Being Satisfied Good Enough? The video Engage the Prospect features best-selling author and sales expert Jeffrey Gitomer Jeffrey Gitomer explains how you can engage your prospect by taking away the objection before they have a choice to raise it To view the video, click hereclick here

11-13 Ultimate Stall The video I'd like to think about it - and other sales stalls features Best- Selling Author and Sales Expert Jeffrey Gitomer Jeffrey Gitomer refers to the “I'd like to think about it” statement as a stall and not as an objection To view the video, click hereclick here

11-14 Selling U: How to Overcome Objections In a Job Interview

11-15 Common Interview “Objections” You don’t have enough experience I’m not sure you will fit in with the team The position doesn’t pay as much as you are looking for You’re too experienced for this position

11-16 Hidden Objections during Job Interviews Hidden objections occur because: – Prospective employers interview all the candidates, and then make their hiring decision – Prospective employers respond in a neutral way during an interview

11-17 Follow Up after Job Interviews: Set Yourself Apart Sending a thank-you after a job interview to the prospective employer Writing a handwritten thank-you note to the prospective employer

11-18 Sample Thank-You Click below to view full-size

11-19 Figure Sample Handwritten Thank-You Note Click below to view full-size

11-20 Thank-You Note The video Job Interviews & Offers : How to Compose a Thank You Letter After a Job Interview The speaker explains the different elements of a thank you letter and how each should be taken care of To view the video, click hereclick here

11-21 What If You Don’t Hear Back? It is recommended that you call and follow up when you don’t hear back from the employer or recruiter within the specified time frame Continue to do research on the company – When you follow up you can discuss it

11-22 Summary Objections help build relationships – Gives you the opportunity to clarify communication and revisit your relationship with the prospect Major types of objections: product, source, price, money, “I'm already satisfied”, hidden and thinking about it A job interview includes hidden objections Follow up after a job interview – powerful way to make yourself memorable post interview