| Sales objections have brought sleepless nights to | | | | thing for you to do would be to give them what |
| the best of sales executives. In fact, being in the | | | | they want! |
| sales business, I have first hand knowledge about | | | | Start off by apologizing for whatever it is your |
| sticky customers and believe me, I totally | | | | customer is angry about. Talk to your customer |
| understand what you are going through. Some | | | | like a representative of your company and use a |
| customers are particularly nasty, but you can't | | | | lot of "we"s. Towards the end of the exchange, |
| afford to lose them, because as we all know, | | | | shift to "I". Why? Because your customer will then |
| every sale counts. | | | | feel that they have made an impact on you and |
| So how do you go about dealing with prospects | | | | that you will personally look out for them and deal |
| like that? Currying favor with them and building a | | | | with their problem. |
| rapport seem to be two insurmountable hurdles. | | | | That way, you will definitely establish a rapport |
| Or do they? You might be surprised at what a | | | | with your customer and if you fix the problem, |
| little bit of communication skills can do for your | | | | you can definitely look forward to a sale or two in |
| career. | | | | the future. Don't, even by mistake, tell your |
| Body language and the tone of voice are two | | | | customer that he or she is wrong. You will have |
| things which every sales executive should work | | | | hell to pay! |
| on, if they are in the face to face sales business. | | | | A Few Pointers |
| In fact, if you are a telemarketer, you should | | | | Another, important part of objection handling is |
| particularly hone your tone and voice skills. | | | | first fully understanding the problem. Never |
| Tackling Trouble | | | | assume that you have correctly guessed your |
| Now, suppose a prospect comes up and makes a | | | | customer's problem if they are ambiguous. In |
| totally false accusation against your company or | | | | sales talk, there is a term called "nominalization". |
| organization. Your first instinct would be to refute | | | | This means that you must never start speaking |
| it, albeit in a courteous manner, right? But this is | | | | until you have comprehended the full extent of |
| where most sales persons make their mistakes. | | | | your customer's objection. It's better to ask your |
| Try and use a different approach. | | | | customer what exactly they mean when they |
| Don't make up some excuse or the other to | | | | use a particular term. |
| pacify your customer. They'll see through it | | | | Always remember to hear them out because |
| immediately and all hopes of your overcoming | | | | that is the first step to overcoming objections. |
| sales objections will be shattered. Ask your | | | | Then, gently address the issue and answer your |
| customer the reason why they feel the way | | | | customer's objection. Be smart. You can |
| they do. This is basically because, at that point, | | | | sometimes get a customer to find the solution to |
| your prospect being angry and frustrated is | | | | their own objections by asking the appropriate |
| looking to "charge" the company and the best | | | | questions! Good luck with those sales objections. |