Objection handling leo
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This document provides guidance on handling objections from prospects. It outlines 5 key steps: [1] Listen without interrupting to understand the prospect's perspective; [2] Acknowledge what was said to show you understand their concerns; [3] Probe with open-ended questions to gather more information; [4] Answer objections by providing facts and data, and linking the response to the prospect's needs; [5] Confirm that the answer addressed their concerns and ask if any other questions remain. Following this objection handling process helps salespeople have an open dialogue with prospects and make a beneficial decision.
Objection handling leo
- 1. Objection Handling Technique By Leonardo D’Souza 1
- 2. Objection Handling • There’s no need to feel uncomfortable when prospects voice their concerns -- it’s just one of the ways they express their needs • By encouraging the free expression of concerns and facilitating an open exchange with them; demonstrate your commitment of helping the customer make a beneficial decision 2
- 3. Objection Handling Technique Listen Acknowledge Confirm Probe Answer 3
- 4. Listen • Keep an open mind – Be willing to listen to the other person view point • Don’t interrupt the prospect • Do not start thinking of the answer before the prospect has finished speaking • Don’t get distracted by the environment • Listen “ Between the lines” • Always have a smile on your face when listening (however don’t over do it) 4
- 5. Acknowledge • The purpose is to communicate to the prospect that you understand his situation • Some Examples • “I understand your point of view” • “Yes, Many of my prospects have the same query” • “Thank you for bringing this point up for discussion” • “That’s an interesting subject that you bought out” 5
- 6. Probe • Your object in probing is to build a clear, complete, mutual understanding of a customer’s needs, life style and aspirations • You probe when you want to elicit information from a customer • Whenever you feel you need additional information • Use Open Ended question to get more information • Use close ended question to confirm understanding • Do not use questions that are repetitive, interrogative and intrusive 6
- 7. Answer • Your answer should be to the point • Use facts/data/reason to resolve the prospects concern • Link the answer to the prospects needs and aspirations • Show the prospect how it would be beneficial • Do not get in a confrontation with the prospect 7
- 8. Confirm • Find out whether your answer has satisfied the prospect or is there any other concern • Some examples • Does that answer query? • Do you need any clarifications? • I hope I have answered your question? 8
- 9. Thank You for Your Attention 9