1. Bell Ringer  Have you ever gone shopping without the intention of buying anything?  What are some of the circumstances when salespeople tired to help them?

2. CHAPTER 14.2 Objections and Rejections

3. What You’ll Learn  The difference between objections and excuses.  The five buying decisions upon which common objections are based.  The general four-step method for handling customer objections.  The six specific methods of handling objections and when each should be used.

4. Understanding Objections  Objections – concerns, hesitations, doubts, or other HONEST reasons a customer has for not making the purchase.  Examples: “Do you carry any other brands?” “ These shoes don’t fit right.”  Excuses - insincere reasons for not buying or not seeing the salesperson.  Examples: “I’m just shopping around” “I didn’t plan to buy anything today.”

5. Welcome and Plan for Objections  Common Objections  Need  Product  Source  Price  Time  Four-Step Process for Handling Objections  Listen carefully  Acknowledge the customer’s objections  Restate the objections (paraphrase)  Answer the objection

6. Specialized Methods of Handling Objections  Boomerang  A method that brings the objection back to the customer as a selling point.  Question  A technique in which you question the customer to learn more about the objection.  Superior Point  A technique that permits the salesperson to acknowledge objections as valid yet still offset them with other feature brands.  Denial  When the customer’s objection is based on misinformation.  Demonstration  This method exemplifies the adage, “Seeing is believing.”  Third Party  This method involved a previous customer or another neutral person who can give a testimonial about the product.

7. True or False… 1. An objection is the concerns, hesitations, doubts, or other HONEST reasons a customer has for not making the purchase. 2. Excuses are insincere reasons for not buying or not seeing the salesperson. 3. The four steps process of handling objections are the following: listening, acknowledging, restating, and answering the objections. 4. One specialized methods of handling an objection is using the boomerang method. 5. The following is an example of an objection: “Do you carry any other brands?”