1. How does an effective salesperson handle customer objections?
Handling Objections
How does an effective salesperson handle customer objections?

2. Understanding Objections
Objections -concerns, hesitations, doubts
are different from
Excuses -insincere reasons for not buying
If faced with an objection consider it an opportunity
When faced with an excuse, be polite and courteous and back off

3. Planning for Objections
Answer objections promptly
Help you redefine customer needs
Create a objections analysis sheet
listing of common objections with possible responses
Incorporate common objections into your presentation
Avoid introducing doubt

4. 5 Common Objections Need Product
Conflict between wanting something and not really needing it
“I really want to get these sandals but I really don’t need another pair.”
Product
Concerns about the product itself-size, construction, quality, style
“I don’t buy 100% cotton shirts because you have to iron them.”

5. 5 Common Objections Source Price Time
Negative past experience with firm or brand
“Last time I placed an order with your company it was two weeks late.”
Price
More common with high-quality, expensive merchandise
“That is more than I wanted to spend.”
Time
Hesitation to buy immediately, sometimes it is an excuse
“I think I will wait till July when you have your summer sale to purchase those sandals.”

6. Four-Step Process for Handling Objections
Listen carefully
Let the customer talk
Acknowledge the Customer’s Objections
Demonstrates that you understand and care
Restate the Objections
Paraphrase(restate in a different way) to be sure you understand
Answer the Objections
Find a point of agreement, don’t act superior

7. 7 Methods of Handling Objections
Boomerang
Objection comes back as a selling point
Question
Customer is questioned to learn more about the objections raised
avoid putting the customer on the defensive
Superior Point
acknowledge objection as valid but offset(compensate) with other features and benefits
Denial
provides proof & accurate info when customer is misinformed

8. Methods of Handling Objections
Demonstration
Seeing is believing
Answer objection by illustrating features & benefits
Third Party
previous customer gives testimonial about the product
Substitution
When customer wants a brand/product you don’t carry or product is not to their liking
Recommend a different product that would satisfy the customer’s needs