1. PART D – Handling Objections and Closing the Sale A. Chapter 12 – Welcome Your Prospect’s Objections  Read pages 382-390  Write out three objections you think your customer will have about your product or service.  Read pages 390-400  Select one different technique of your choice to handle each of the three objections you selected above.  Write out how you will use each technique to handle your objections. Note: For your final presentation, write your objections on a separate piece of paper to give to your “customer” to use during the presentation. B. Chapter 13 – Closing the Sale  Read pages 419 (middle) to 428 (top)  Select any two closing techniques of your choice.  Write out how you will use the techniques to close the sale of your product or service. Due Date: Friday, May 18th.

2. When Objections Occur, Quickly Determine What To Do Prospecting Preapproach Follow-up & Service Approach Presentation Trial Close Determine Objections Meet Objections Trial Close Close

3. Basic Points to Consider in Meeting Objections  Plan for objections  Anticipate and forestall  Handle objections as they arise  Postponement may cause a negative mental picture or reaction  Be positive  Listen - hear them out

4. Basic Points to Consider in Meeting Objections cont…  Understand objections  Request for information  A condition –Negotiation can overcome a condition  Major or minor objections  Practical or psychological objection –A real objection is tangible –Must uncover hidden objectives and eliminate them

5. Objections Can Be Placed Into Categories  Salespeople often encounter the same objections from customer to customer  Thus, after a sales call think about  What were the objections?  How did you handle them?  How should you handle them next time?  Be prepared for the same objection to arise again!

6. Six Major Categories of Objections

7. Exhibit 12-7: Techniques for Meeting Objections

8. Techniques for Meeting Objections  The dodge neither denies, answers, nor ignores  Don’t be afraid to pass up an objection  Rephrase an objection as a question. Postponing objections is sometimes necessary  Send it back with the boomerang method  Ask questions to smoke out objections  Five-question sequence.

9. Five-Question Sequence Method of Overcoming Objection Back to 12-23

10. Techniques for Meeting Objections cont…  Use direct denial tactfully  The indirect denial works  Compensation or counterbalance method  Let a third party answer

11. Technology Can Effectively Help Respond to Objections!  Data stored in handheld computers or laptops, or obtained using a telephone modem or satellite transmission, can provide information to overcome buyer’s objections

12. The Trial Close Is a Powerful Communication Technique To Produce  Two-way communication  Participation from the other person

13. A Challenge! Use the Trial Close in Your Normal Conversation to:  See if it helps your communication  See if it gets the other person to participate in the conversation  All you do is occasionally ask the person an opinion type question such as:  “Is that a good place to eat?”  “What did you think about the movie?”  “How does that sound to you?”

14. Let’s Review! When Are the Times to Use a Trial Close? 1.After making a strong selling point in the presentation 2.After the presentation but before the close 3.After answering an objection 4.Immediately before you move to close the sale

15. Let’s Review! What Does the Trial Close Allow You to Determine? 1. Whether the prospect likes your product’s FAB - the strong selling point 2.Whether you have successfully answered the objection 3.Whether any objections remain 4.Whether the prospect is ready for you to close the sale

16. Why Do You Use a Trial Close After Answering an Objection?  To see if you have answered the objection!

17. What is an Example of a Trial Close Used to Respond to an Objection?  “Does that answer your question?”  “With that question out of the way, we can go ahead - don’t you think?”

18. Once You Have Satisfactorily Responded to the Objection, What Should You Do Next?*  Make a smooth transition back into your presentation  “As we were discussing…”  Move to close the sale if completed your presentation  Move to close again if objection was after a close

19. If You Cannot Overcome the Objection, What Are Three Alternatives to Consider? (#1)  Return to presentation concentrating on new or previously discussed FAB of your product.

20. If You Cannot Overcome the Objection, What Are Three Alternatives to Consider? (#2)  Admit it  Compensate for it by showing how your product’s benefit(s) outweigh the disadvantage(s)

21. If You Cannot Overcome the Objection, What Are Three Alternatives to Consider? (#3)  If 100% sure will not buy  Go ahead and close  Always ask for the order  Allow the buyer to say “no”, not you  Your competitor(s) may not be able to overcome the objection(s) either –A competitor may make the sale because he/she asked for it  Be professional, not pushy  Leave the door open for a return visit

22. If After Your Presentation You Received a Positive Response to Your Trial Close, What Would You Do? Approach Presentation Trial Close Determine Objections Meet Objections Trial Close Close

23. If After Your Presentation You Received a Negative Response to Your Trial Close, What Would You Do? Approach Presentation Trial Close Determine Objections Meet Objections Trial Close Close

24. If After You Meet the Objection You Received a Positive Response to Your Trial Close, What Would You Do? Approach Presentation Trial Close Determine Objections Meet Objections Trial Close Close

25. If After You Meet the Objection You Received a Negative Response to Your Trial Close, What Would You Do? Approach Presentation Trial Close Determine Objections Meet Objections Trial Close Close

26. Let’s Review By Taking a Closer Look at the Interactions Within the Sales Presentation Presentation Trial Close Determine Objections Meet Objections Trial Close Close Approach