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Transcript of Objection Handling
taking the time to really understand their concerns, and offering the perfect package for their needs, you will become a successful selling machine! When faced with objections from customers after you've offered a solution, consider that: It's important to actively listen to your customer, and
affirm their concerns. Take a moment to really understand the customer's concern. Objections are a customer's way of collecting more information about a product or service (buying signals). Objections provide you with insight into the customer's thought process. Objections are the customer's way of advising that you have not answered the unspoken "So what?" question. Customers want to make the right buying decision. They want to know that the price they are paying reflects the total value of what they are receiving. Based on how a customer responds, the objection will reveal what is most important to them and provide you with the necessary information to respond to the objection. You could say something like: "That is a great question ..." "You bring up a good point ..." "Yes, you could believe that was the case ..." Once you fully understand the nature of the objection only then can it can be answered. Once you fully understand the nature of the objection then it can be answered in different ways depending on whether it is Address the problem or objection "I can see why you may think that ..." Ask OPEN questions. Confirmation of understanding needs to be shown to the customer before moving onto dealing with the objection. a misunderstanding disbelief over claims made a product/ service disadvantage ob·jec·tion
1. An expression or feeling of disapproval or opposition.
2. The action of challenging or disagreeing with something. Where the objection is based on a misunderstanding of something you have said then you must:
• take responsibility for the misunderstanding
• give information to clarify the true position
• gain agreement to proceed This occurs where there is a feature of your product / service that is genuinely
less advantageous than a feature of a competitor's product or service.
We can overcome the disadvantage by stating the advantages that our company can offer, in the hope that the advantages will outweigh any disadvantages.
Be aware of your main selling points and the service you can provide that are superior to those provided by others. 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 Check to find out whether your objection handling worked. Advance the Sale Ask the customer if you have answered their question. Ask if there are any more concerns. If you have dealt with all objections successfully and it is the right time, close the sale, or move onto the next stage of the sale process. Any Questions? Objection Handling In your experience what is effective and not so effective when handling objections? Not Effective Effective Ignoring what is being said
Trying to sell Listening carefully
Using the benefits of the product
Using empathy I understand how you feel, a customer I spoke to earlier also felt that BT were better, until he found that our tariff could save him 20%.