| Objections from customers can be difficult to | | | | 6. Feel, felt, found |
| overcome, but with the right training objections | | | | Talk about how they feel and then mention how |
| become part of the normal sales conversation. | | | | others have felt. This method identifies the |
| You must be able to handle multiple types of | | | | feelings of the customer and then attaches those |
| objections, but you will find that you also have | | | | same feelings to others so they are part of the |
| many different ways to handle them. You may | | | | group. Then you show how others changed their |
| want to start by learning a few techniques and | | | | mind and this allows them to change their mind |
| then start adding more as you master these | | | | too. |
| methods. | | | | 7. Humor |
| 1. Boomerang | | | | Respond with humor instead of frustration. This |
| Bounce back to them the objection. Take what | | | | takes the pressure off of the moment and allows |
| they say and use it to get them closer to the | | | | them to relax so you can continue the |
| objective. By using what they say, you are saying | | | | conversation. This also allows you to relax |
| that they are right. And when you attach what | | | | because objections can get frustrating at times. |
| you want to what they say, then by association, | | | | 8. Justification |
| what you want is right. | | | | Confirm their objection by saying how reasonable |
| 2. Objection chunking | | | | the objection is. Then you can follow-up by saying |
| You take a wider or narrower view than their | | | | it may appear that way or it seems that way |
| objection. This helps the customer see the | | | | and then show them the value of the product or |
| situation from a different perspective. Taking a | | | | service you are selling. You have now justified |
| different perspective has a dual effect, first of re | | | | their concern and then showed why it really |
| framing to create a different attention and a new | | | | shouldn't be a concern. |
| understanding, and secondly of distracting from | | | | 9. Objection writing |
| what might be a difficult issue to resolve. | | | | As they put their objections out, write them |
| 3. Conditional Close | | | | down. Now as you handle each objection cross |
| Here you are accepting the objection and getting | | | | them off. This shows the customer that you are |
| them to agree to purchase the item if you can | | | | listening and you want to cover all of their |
| resolve the objection. If they say they want a | | | | concerns. You can then show them that all of |
| red one, you say if I can get you a red one will | | | | their concerns aren't really concerns and they |
| you purchase it today. | | | | have no reason to not purchase today. |
| 4. Curiosity | | | | 10. Pre-empting |
| Don't ask 'why', but act curious as to why the | | | | You can handle the objections before they come |
| objection exists so they have an opportunity to | | | | up. If you find that many people have the same |
| explain the issue. This gives you the information | | | | objection, you can bring it up first and then brush |
| you need to resolve the objection and make the | | | | it away. The objection is then already handled so |
| sale. You are no longer threatening because you | | | | the person has to come up with something else. |
| are only curious and exploring why and not being | | | | Be careful with this one because you may find |
| the hard closer. | | | | that you bring up objections that the person had |
| 5. Deflection | | | | not considered. |
| Avoid responding to the objection by letting it | | | | In summary, you have ten great ideas to get you |
| pass without comment. By accepting their | | | | started on handling objections. You will find as you |
| objection you are accepting them as a person, | | | | use them that they can be used together also. |
| and the additional harmony and rapport created | | | | You will want to practice them and have them |
| may be enough to overcome the objection. | | | | ready to go at a moments notice. |