1. Handling Objections

2. Objections are… Doubts customers have for not making a purchase. Can be positive because the sales person has opportunity to present more information!

3. Common Objections Need ”I don’t need another pair of shoes” Product concerns about features of product Source concerns about past experiences with company or brand Price “That’s more than I wanted to spend” Time A hesitation not to buy immediately

4. LARA Process to handling objections LISTEN Focus on customer, maintain eye contact, let them do the talking Acknowledge Let customer know you care about concerns “I can see your point.” versus “You’re wrong” Restate objection (paraphrase) “Let me see if I understand your concerns, you feel that…” Answer Use objections to further define needs

5. Techniques Substitution Recommending a product that suits customer needs “I don’t like the way that jacket looks on me” ____________________________________ “Why don’t you try this jacket, it has a completely different look, the style may look better ”

6. Boomerang Objection returned to customer as a selling point “These ski gloves are so lightweight, I can’t imagine they’d keep me warm” ____________________________________ “The gloves are light because of ‘Thinsulate’, a guaranteed material that is less bulky Techniques

7. Question Ask customer a question to learn more about the objection “I don’t see the point in having two sinks in the bathroom like your suggested layout” “Do you have other family members that need to get ready at the same time?” “Yes” “Does either one of you have to wait for the other to finish using the sink at that time?” “Yes, I see your point” Techniques

8. Superior point/Price Acknowledge objection but still offer other feature and benefits Can admit the disadvantage while presenting superior points to offset “Your prices are higher than your competitor” “That’s true, they are slightly higher with good reason. We use better quality wool in our garments which will outlast our competitor. Plus we guarantee the quality Techniques

9. 1.Substitution 2.Boomerang 3.Question 4.Superior point 5.Price Use techniques you’ve just learned to complete the next exercises Techniques