Handling objections
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This document provides guidance on handling objections in the sales process. It defines what objections are, when prospects typically object, and the 10 steps of the sales process where objections may arise. It also categorizes six major types of objections (hidden, stalling, no-need, money, product, source) and provides techniques for understanding and responding to each type, including asking questions, rephrasing objections, using third parties, and turning objections into reasons to buy. The overall goal is to help prospects examine reasons for and against the purchase to move them towards a buying decision.
Handling objections
- 1. Handling Objections Co, Samantha Impas, Claudine See, Ireney Soriano, Elisha Uy, Johanna
- 2. The Tree of Business Objections
- 3. what are Objections? Opposition or resistance to information or to the salesperson’s request if labeled a sales objection
- 4. when do PROSPECTS OBJECT? Anytime from the Always be ready to face introduction to objections the close
- 5. 1. Prospecting 2. Preapproach 3. Approach 4. Presentation • participation • proof • visual aids • persuasive communication • demonstration • dramatization 5. Trial close 6. Determine objections 7. Meet objections 8. Trial close 9. Close 10. Follow - up
- 6. Objections and the Sales Process • Trial closes -prospects attitude toward the product – opinion NOT a decision to buy • 4 ways to respond: 1. If positive, from trial close to close 2. If there’s objection, understand and clarify 3. Be prepared for other objections 4. Return to presentation after responding to objections and asking a trial close
- 7. Understand objections Is the prospect’s response a… Request for Request for more Condition more True objection? information? information? Major? Minor? Practical? Psychological Practical? Psychological
- 8. UNDERSTAND OBJECTIONS • Requesting for More Information • Setting a Condition of the Sale • Giving a Hopeless Objection • Giving a True Objection
- 9. Requesting FOR MORE Information – Prospects appear to make objections because of this – Important to listen – Chances are they are in the conviction stage – Supply the requested information indirectly
- 10. Setting – “If you can meet my request, I’ll buy.” a or “Under certain conditions, I will buy Condition from you.” – Quickly determine if you can help that of prospect meet it. If you cannot, close the interview politely. the – Often, negotiation between buyer and Sale seller can overcome a condition.
- 11. Giving a Hopeless Objection – One that cannot be solved answered or overcome. – Some Examples: • “I already have one.” • “I’m bankrupt.” • “I’d like to buy your life insurance, but the doctor gives me only 30 days to live.”
- 12. Giving a True Objection – One that can be answered – Two Types: Major and Minor – If it is of little or no importance, quickly address it and return to selling – Nature of Either Two Types of objections may be: • Practical (overt) objections- tangible • Psychological (hidden) objections- intangible
- 13. Meet the Objection • Once you fully understand the objection, you are ready to respond to the prospect • How to respond depends on the objection • By grouping objections, you can better plan how to respond
- 14. SIX MAJOR CATEGORIES OF OBJECTIONS • Hidden Objection • Money Objection • Stalling Objection • Product Objection • No-Need Objection • Source Objection
- 15. Hidden Objections • Prospects that ask trivial, unimportant questions or conceal their true feeling beneath a veil of silence have hidden objections even if you may having a good conversaton with them • KNOW: WHAT questions to ask and HOW to ask
- 16. Stalling Objection • “I’ll think it over,” or “I’ll be ready to buy your next visit. Truth or “smoke screen” to get rid of you? • Common tactic • Examples: – I have to think this over – I’m too busy – I plan to wait until next fall
- 17. • With any response to an objection, communicate a POSITIVE ATTITUDE • Do NOT get demanding, defensive or hostile • GOAL: To help prospects realistically examine reasons for and against buying now • If you are sure it is not in their best interest to buy now, tell them so. • Do not be satisfied with a false objection or a stall.
- 18. The NO-NEED Objection • Can disarm an unwary salesperson • Used widely because it politely gets rid of the salesperson • Strongly implies the end of the sales call • May also include a hidden objection/a stall
- 19. • To handle price-oriented objections – Observe nonverbal signals – Ask questions – Listen – Positively respond to the price question – Wrong to think that lowest price increase the chances of sales success – Price becomes secondary factor once customer realizes benefits The Money Objection
- 20. ways to respond to Money Objections “YOUR PRICE IS TOO HIGH!” “I CAN’T AFFORD IT!” “GIVE ME A 10% DISCOUNT AND I’LL GIVE YOU AN ORDER TODAY!” “YOU’VE GOT TO DO BETTER THAN THAT.”
- 21. THE PRICE/VALUE FORMULA • Only the description of the buyer’s thinking process and an explanation of why the so-called price objection is heard so often. • Tells what we must do to answer the price objection. • Price objection • Cost is what concerns the buyer, not just the price.
- 22. The Product Objection • The prospect might already use, has used, would like to use, heard of, or knows people who use a competitor’s product. • React positively. • Can use a guarantee, testimonial, independent research result, and demonstrations to counter
- 23. ways to respond to Product Objections • YOUR COMPETITOR’S PRODUCT IS BETTER. • I’LL BUY A USED ONE. • I DON’T WANT TO TAKE RISKS.
- 24. The Source Objection • Relate loyalty to a present supplier or salesperson. • May tell you that they don’t like your company. • Requires calling the prospect routinely over a period. • Takes time to break the resistance barrier • Get to know the prospect’s needs • Show your true interest. • Do not try to get all of the business at once – go for a trial run, a small order. • Learn EXACTLY what bothers the prospect
- 25. Ways to Respond to Source Objections • I’M SORRY; WE WON’T BUY FROM YOU. – Why not? – What could we do to win your business in the future? – Is there anyone else in your company who might be interested in buying our cost-saving products? Who? – Is there anything about me that prevents you from doing business with our company?
- 26. Techniques for Meeting Objections
- 27. 1. The Dodge - Neither Denies, Answers, Nor Ignore Objections “Before you decide to buy...”
- 28. 2. Pass Up - Don’t be afraid to PASS UP an objection “Why...”
- 29. 3. Rephrase as questions - Rephrase an Objection as a Question
- 30. 4. Postpone - Sometimes, it’s necessary.
- 31. 5. Boomerang - Turn an objection into a reason to buy
- 32. 6. Ask Questions - It shows how the salesperson knows the business.
- 33. Five-Question Sequence 1. There must be some good reason why you’re hesitating to go ahead now. Do you mind if I ask what it is? 2. In addition to that, is there any other reason for not going ahead? 3. Just supposing you could convince yourself that... Then you’d want to go ahead with it? 4. Then there must be some other reason. May I ask what it is? 5. What would it take to convince you?
- 34. Facing objections • Use Direct Denial Tactfully • The Indirect Denial Works • Compensation or Counterbalance Method • Let a Third Party Answer
- 35. After Meeting the Objection – What to do? • First, Use a Trial Close – Ask for Opinion • Move Back into Your Presentation • Move to Close Your Sale • If You Cannot Overcome the Objection • In All Things Be guided By The Golden Rule