| Handling customer objections is arguably one of | | | | the five seconds, which makes the customer feel |
| the key sales ingredients for successful selling | | | | that I've truly heard what they said, and can |
| techniques. It is so important for the sales | | | | relate to what they are saying. |
| professional to develop effective closing styles, | | | | 2: AGREE WITH THEM. This is VITAL! You never |
| and to learn how to use them in a very natural | | | | have an argument with someone who agrees |
| and influential way. | | | | with you, plus, everyone LIKES someone who is |
| There are many objections that a customer can | | | | of similar mindset and opinion as they are. A very |
| give a sales person. It would be impossible to list | | | | good responding statement is: "I can fully |
| them, much less address all of them in one article. | | | | understand what you're saying. I can understand |
| However, there are a few which are the most | | | | why your feel that way. " |
| common and can also be the sales killer, if the | | | | 3: ISOLATE THE OBJECTION. Simply ask them if |
| sales person is not properly prepared for or | | | | that is the only reason why they are not moving |
| comfortable with them. | | | | ahead with the sale. The reason for this is simple. |
| Probably the one that almost all sales people | | | | You don't want to keep getting peppered with an |
| dread the most is: "I'll think about it." This is, at | | | | endless barrage of unexpected objections. Have |
| first glance, the most difficult to overcome | | | | them "bare their soul" to you, and give them a |
| because the customer is really telling you nothing. | | | | chance to express their thoughts and feelings. |
| All they are saying is that they want to "think | | | | Believe me, everyone LOVES having an audience, |
| about" something. The sales person has NO IDEA | | | | and they will think a lot better of you, during and |
| what it is that the customer wants to "think | | | | after they've spoken. |
| about." | | | | 4: PROPOSE A SOLUTION. After they've fully |
| Here's the answer to what they are REALLY | | | | expressed and clarified their objection, it is |
| saying to you: | | | | IMPERATIVE that you turn their objection into a |
| When a customer says they want to think about | | | | QUESTION. "Thank you, Mr Customer, for sharing |
| it, what they are really saying is, "we are done | | | | your concerns with me. It seems to me that you |
| here, You have not convinced me of anything." | | | | are very interested in this product, and that you |
| They are, in a very polite way, telling you to go | | | | would be interested in moving ahead with this, |
| jump in a lake. | | | | however, you're a bit concerned with (state the |
| Now that we got THAT cleared up, how do we | | | | objection in your words ie: the cost). Is that |
| HANDLE this? | | | | correct? (Get their agreement) That's great! So, if |
| Before we tackle this annoying objection, let's first | | | | I can show you how we can address this |
| take a moment to discuss mechanics for handling | | | | concern, to your satisfaction, then there really |
| ANY objection that may be thrown at you. Keep | | | | would be no reason not to move ahead with this, |
| in mind that it is IMPOSSIBLE to overcome a | | | | correct?" |
| customer's objection. Objections place you and | | | | 5: Get that final commitment. Address the |
| your prospect in an adversarial situation, and that | | | | problem and RE-CLOSE BY ASSUMING THE |
| is the LAST place you want to be. This is | | | | SALE. |
| because you can NEVER WIN, if you are in that | | | | To handle that "I want to think about it," |
| position. When a customer states an objection, | | | | objection, you need to probe just a little more to |
| they are telling you that they do not want to | | | | draw out the REAL reason why they don't want |
| make a purchase for whatever reason or | | | | to close the deal. I've found that by asking the |
| reasons, they feel are valid. Trying to convince | | | | question: "Mr Customer, I can understand that |
| the customer he is wrong to feel that way, is a | | | | you would like some time to think about this. |
| crash and burn strategy for the salesperson. | | | | Exactly what is it that you feel you need to talk |
| Instead, follow theses steps: | | | | more about?" |
| 1: After your customer expresses their objection | | | | Once the customer gives you their REAL reason, |
| WAIT FIVE SECONDS BEFORE RESPONDING. I | | | | take it from there. |
| usually take a deep breath and nod, counting off | | | | Here's to your success and I'll see you at the top. |