1. IDdesign Academy MORE EDUCATION – MORE KNOWLEDGE – MORE SALES Dealing with objections 1

2. IDdesign Academy MORE EDUCATION – MORE KNOWLEDGE – MORE SALES Dealing with objections As a sales person you cannot avoid objections in your daily work - no matter how prepared you are and no matter how good the atmosphere is. 2 Objections will come from the customer during the sales process!

3. IDdesign Academy MORE EDUCATION – MORE KNOWLEDGE – MORE SALES Dealing with objections 3 Dealing with objections – what is it?

4. IDdesign Academy MORE EDUCATION – MORE KNOWLEDGE – MORE SALES Dealing with objections Dealing with objections – what is it? An objection has to be seen as a stop signal from the customer. These arise primarily because there are things in the sales process that makes the customer doubt, makes them unsure or because they would like to have something substantiated.

5. IDdesign Academy MORE EDUCATION – MORE KNOWLEDGE – MORE SALES Dealing with objections Dealing with objections – what is it? Some causes for objections may be: The customer misunderstand or do not understand what is being said. The customer pressure the price. The customer has no sympathy for the sales person or for the product. The customer cannot see the value by the solution. The customer do not have the necessary resources, but would really like to buy. The customer is interested.

6. IDdesign Academy MORE EDUCATION – MORE KNOWLEDGE – MORE SALES Dealing with objections Dealing with objections – what is it? Objections are not always negative - they can also be positive as you saw in the examples before. As a generel rule a customer will not come with an objection if they are not interested in the product. You must see an objection as a proof, that the customer relates too what are being discussed. In other words Objections can very well be a half or camouflaged buying signal.

7. IDdesign Academy MORE EDUCATION – MORE KNOWLEDGE – MORE SALES Dealing with objections 7 Dealing with objections - what to do?

8. IDdesign Academy MORE EDUCATION – MORE KNOWLEDGE – MORE SALES Dealing with objections Dealing with objections – what to do? Things to remember when dealing with objections from customers. Do not interrupt - It is impolite to interrupt and you might miss important information from the customer. Do not give a standard answer - It may seems like you have heard the objection many times before, but the customer may experience not to being taken personally.

9. IDdesign Academy MORE EDUCATION – MORE KNOWLEDGE – MORE SALES Dealing with objections Dealing with objections – what to do? Avoid discussions - It is not advisable no matter how unserious the objection may be – you will probably win the discussion but you will lose the customer. Do not use ”earplugs” - If the customer comes with an objection, it is because it is important for the customer. If you do not listen, the customer will object again or make up there own answer – in most cases this will not be to your advantage.

10. IDdesign Academy MORE EDUCATION – MORE KNOWLEDGE – MORE SALES Dealing with objections Dealing with objections – what to do? Incorrect or thin objections You will experience getting objections, you think is not quite real – but it is important to get to the buttom of it. A good idea, is to repeat the last word the customer says, because in many cases it will get the customer to elaborate. Customer: It is too expensive. Salsperson: Expensive? Customer: Yes too expensive, I've seen the same product in a second store just 100,- cheaper. Now you have a concrete information you can work with. (For helping – you could mayby use ”Argument on the price”)

11. IDdesign Academy MORE EDUCATION – MORE KNOWLEDGE – MORE SALES Dealing with objections 11 Dealing with objections – step by step

12. IDdesign Academy MORE EDUCATION – MORE KNOWLEDGE – MORE SALES Dealing with objections Dealing with objections – step by step When dealing with objections it is important that you try to put yourself in the customers place, without necessarily agreeing with the customer. Think what would happen if the customer says the product is too expensive and you agreed with the customer. In this case you would not get a sale.

13. IDdesign Academy MORE EDUCATION – MORE KNOWLEDGE – MORE SALES Dealing with objections Dealing with objections – step by step 2. Appreciate the customer - show that you understand the customer. 1.Listen and let the customer speak – what is being said and what are the motivation behind it?. This will make sure that you answer on the right thing. This will make sure that the customers parades is down and the customer appreciate that you put yourself in his/her place.

14. IDdesign Academy MORE EDUCATION – MORE KNOWLEDGE – MORE SALES Dealing with objections Dealing with objections – step by step 3. Arguments/Respond and turn the objection in a positive direction. Now it is important that you use your knowledge of the QPB model and refer to the benefit the customer will get with your solution or product. 4. Get acceptance from the customer. The goal here is to get the customer to see and accept his/her pros and benefit by the solution from you – it is very important to gain acceptance from the customer.

15. IDdesign Academy MORE EDUCATION – MORE KNOWLEDGE – MORE SALES Dealing with objections In some cases, you already know or you maybe expect an specific objection from a customer - you may have heard it before. In some cases it can be a good idea to accommodate the objection and at the same time give the answer. This shows that you put yourself in the customers situation/place. If you dealing with objections in a good way it will bring you closer to your goal. But it is important to remember that it is not the same as a closing technique.

16. IDdesign Academy MORE EDUCATION – MORE KNOWLEDGE – MORE SALES Dealing with objections Good and proper objection handling requires training. Therefore do not loose your courage.