Welcome

to
Objection
Handling
What are Objections
Oxford Dictionary - 1 an expression of disapproval or
opposition.
2 the action of challenging or
disagreeing
An objection is anything that comes
out of the customers mouth,
that in order to progress with the
conversation, must be addressed.
A statement usually saying that what we have is not for them
A question objection can be a question and depending on the
answer can turn the customer hot or cold
OR
Welcome Objections
If you FEAR objections
you will FUMBLE your response
which will lead to FAILURE in the sale.
Basic Points to Consider
Plan for objections
Handle as they arise
Be positive
Listen (Let the customer finish)
Understand
Meet Objection
5 Categories
of
Objections
Hidden Objection
Customers who ask trivial, unimportant questions or conceal
their feelings by being silent have hidden objections.
What would it take to convince you?
What causes you to say that?
Lets consider this, suppose London Energy then you would
consider it, wouldnt you?
Stalling Objection
When a customer says Ill think it over or Call me later, you
must determine if the statements are the truth or a smoke screen
to get rid of you.
Ill think it over
What are some of the issues you have to think about?
Ive got to speak to my husband/wife/partner
Of course you do!
What are some of the things you want to talk about?
No-Need Objection
Happy with current supplier
Not interested now
Sounds good, but I dont need to change now
These are some examples of the NO-NEED objection.
This is widely used because it politely
gets rid of you the salesperson.
Money Objection
That costs too much!
Your price is too high!
Don't be afraid of price
as an objection,
be ready for it!
Product Objection
At times most customers will fear that the product will not do
what the salesperson tells them, that it is not worth the time or
energy to switch, or that it costs too much for what it is.
Methods in overcoming Objections
Feel, Felt, Found
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5 Question Method
Feel, Felt, Found
Feel shows empathy with customer; it shows you understand
how they feel.
Felt shows customer that they are not alone in their way
of thinking
Found shows customer that there is a solution that others
have experienced by taking your suggested method
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L - Listen to the customer
R - Restate the objection
A - Answer
I - Isolate
Q - Question
5 Question Method
Question 1
There must be some good reason why youre
hesitating to go ahead now. Do you mind if I ask
what it is?
Question 2
In addition to that, is there any other reason for not
going ahead?
Question 3
Just supposing you could convince yourself that
then youd want to go ahead with it, right?
Question 4
Then there must be some other reason. May I ask
what it is?
Question 5
What would it take to convince you?
What to do after meeting the objection.
Customer raises an objection
Response to objection
Continue presentation Close the sale
Use a trial close
Questions such as:
That clarifies the point, do you agree?
Thats the answer youre looking for, isnt it?
Does that answer your question?
The customer says no to the product, not to you!
If you dont ask, you dont get!
Summary

Welcome Objections
What are objections?
Basic Points to Consider
5 Categories of Objections
Methods in overcoming objections
What to do after meeting an objection
A
B
C