Handling Objections

An objection
is a concern or a question raised

by the buyer.

Objections

are opposition or resistance to information or to he salesmans request.

 Front page: Write your experience of disagreeing or refusing to buy the salesmans product or service.

- Why did you refuse his (salesmans) offer?

Back page: Share your experience of being refused

to or turned-down when you wanted something but didnt get it.

- How did you feel? - What did you do to over come the feeling?

Six Major Categories of Objections

1. The Hidden Objection
2. The Stalling Objection 3. The No-need Objection 4. The Money Objection 5. The Product Objection 6. The Source Objection

The hidden objection

happens when a prospect hide or keep their true feelings

beneath the silence Reasons for prospects to hide objection: Do not want to offend the salesman Their objection may not be worthy of the salesmans full attention
hide keep or conceal offend to make sb feel upset because of sth you say or do that is

rude or embarrassing
worthy deserving, or suitable for, the thing mentioned

The stalling objection

the prospect is going to think over of the salesmans

offer I will buy next time

stalling tactic used to mislead or delay think over to consider sth carefully, especially before reaching a decision get rid to make yourself free of sb/sth that is annoying you or that you

do not want

The no-need objection

politely gets rid of the salesman

The money objection

prospects asking the price of the product or service

before giving the salesman the chance to present his product or service. product benefits outweigh the costs
Outweigh to be greater or more important than sth

The product objection

happens when the product itself may not be what it is

like the salesman has said it will be. the product may be a waste of time, money and effort
effort the physical or mental energy that you need to do sth; sth that takes a lot of energy

The source objection

loyalty may be an important factor for the prospect

(e.g. the prospect has been buying products from the same supplier for many years; they dont trust let alone like the salesman or his company.
loyalty the quality of being faithful in your support of sb/sth supplier a person or company that supplies goods trust the belief that sb/sth is good, sincere, honest, etc. and will not try

to harm or trick you

Principles of Handling Objection

Clarify the objection have a clear

understanding of what the prospect meant.

Clarify to make sth clearer or easier to understand

Classify the objection

detect the type of objection

** need ** product ** source ** price

Classify to arrange sth in groups according to features that they have in common
Detect to discover or notice sth, especially sth that is not easy to see, hear, etc.

Maintain control of the interview

treat objections calmly
maintain poise and dignity
Poise a calm and confident manner with control of your feelings or behaviour
Dignity a calm and serious manner that deserves respect

Dont argue
explain to prospect with questions to change his thoughts and find the weakness of the objections.
Weakness lack of strength, power or determination ; difficulty in resisting sth/sb that you like very much

Be diplomatic
remove incorrect beliefs and tactfully replace them with true ones.
respect each prospects self-respect and confidence
Belief something that you believe ; an opinion about sth; sth that you think is true Tact (sensitivity) the ability to deal with difficult or embarrassing situations carefully and without doing or saying anything that will annoy or upset other people

Fit answers to prospect

understand the prospects real difficulty and convince him with facts.
be more logical and persuasive.
Convince to persuade sb to do sth ; to make sb/yourself believe that sth is true Logical reasonable or sensible Persuasive able to persuade sb to do or believe sth

Dont magnify
objections should be handled clearly and cleanly.
Magnify (exaggerate) to make sth seem more important or serious than it really is

Capitalize the objection

convert the objection into a reason for buying and takes on it by translating it into a position. Specific reason for the purchase.
Capitalize (take advantage) to gain a further advantage for yourself from a situation Translate to change sth, or to be changed, into a different form

Techniques of Handling Sales Resistance

1. Direct Denial Technique
2. Indirect Denial Technique 3. Boomerang Method 4. Compensation Method 5. Pass-up Method

6. Referral Method
7. Postpone Method

Direct denial technique

a method of overcoming objections through the use of facts, logic, and tact
technique a particular way of doing sth overcome to defeat facts truth

Indirect denial technique

denying the basic topic of the objection where the

salesman agrees before he disagrees.

deny to refuse to admit or accept sth

Boomerang technique
the process of turning an objection into a reason to buy.
boomerang

Compensation technique
the method of off-setting negative product appearances

with better benefit appearances.

off-set

appearance

Pass-up technique
not answering an objection.

** but if the prospect raises the objection again, the salesman must treat this as an important objection.
pass-up

Referral Method
using other people as a testimony that the product is

indeed good.
refer

testimony

Postpone Method
asking permission to answer the prospects question at

a later time at which the objection can best be answered.

postpone

End

of Chapter 5: handling objection