1. 12-1 Exhibit 12-1: When Objections Occur, Quickly Determine What To Do Prospecting Preapproach Follow-up & Service Approach Presentation Trial Close Determine Objections Meet Objections Trial Close Close

2. 12-2 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

3. 12-3 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

4. 12-4 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!

5. 12-5 Exhibit 12-4: Six Major Categories of Objections

6. 12-6 Exhibit 12-7: Techniques for Meeting Objections

7. 12-7 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. (Exhibit 12-8) (Exhibit 12-8)  Postponing objections is sometimes necessary  Send it back with the boomerang method  Ask questions to smoke out objections  Five-question sequence. (Exhibit 12-10) (Exhibit 12-10)

8. 12-8 Exhibit 12-10: Five-Question Sequence Method of Overcoming Objection Back to 12-23

9. 12-9 Techniques for Meeting Objections cont…  Use direct denial tactfully  The indirect denial works  Compensation or counterbalance method  Let a third party answer

10. 12-10 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

11. 12-11 Let’s Talk About the Trial Close!*

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

13. 12-13 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. 12-14 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. 12-15 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. 12-16 Why Do You Use a Trial Close After Answering an Objection?*  To see if you have answered the objection!

17. 12-17 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. 12-18 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. 12-19 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. 12-20 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. 12-21 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. 12-22 If Objection Arises After the Close* Prospect raises an objection Response to the objection Use a trial close Move into your presentation Close the sale

23. 12-23 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

24. 12-24 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

25. 12-25 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

26. 12-26 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

27. 12-27 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

28. 12-28 Summary of Major Selling Issues  Be prepared to logically and clearly respond to your prospect’s objections  Basic points to consider in meeting objections  Plan for them  Anticipate and forestall them  Handle them as they arise  Listen to what is said  Respond warmly and positively  Make sure you understand  Respond using an effective communication technique

29. 12-29 Summary of Major Selling Issues cont…  Objections are classified as hidden, stalling, no-need, money, product, and source objections  Objections help you determine if you are on the right track to uncover prospects’ needs and if they believe your product will fulfill those needs  Objections show inadequacies in a salesperson’s presentation or product knowledge