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    Objection Handling

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    Chetan Pahwa
    Objections are statements or questions from customers that must be addressed to progress the conversation. There are 5 categories of objections: hidden, stalling, no-need, money, and product. When facing an objection, salespeople should listen, understand the customer's perspective, and have methods to overcome objections like "feel, felt, found" and the "5 question method." After addressing an objection, salespeople should use a trial close, continue the presentation, and close the sale.

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    Objection Handling

    Uploaded by

    Chetan Pahwa
    605 views20 pages
    Objections are statements or questions from customers that must be addressed to progress the conversation. There are 5 categories of objections: hidden, stalling, no-need, money, and product. When facing an objection, salespeople should listen, understand the customer's perspective, and have methods to overcome objections like "feel, felt, found" and the "5 question method." After addressing an objection, salespeople should use a trial close, continue the presentation, and close the sale.

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    organisational behaviour

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    Objections are statements or questions from customers that must be addressed to progress the conversation. There are 5 categories of objections: hidden, stalling, no-need, money, and product. When facing an objection, salespeople should listen, understand the customer's perspective, and have methods to overcome objections like "feel, felt, found" and the "5 question method." After addressing an objection, salespeople should use a trial close, continue the presentation, and close the sale.

    Copyright:

    Attribution Non-Commercial (BY-NC)
    Download as PPT, PDF, TXT or read online from Scribd
    Download as ppt, pdf, or txt
    605 views20 pages

    Objection Handling

    Uploaded by

    Chetan Pahwa
    Objections are statements or questions from customers that must be addressed to progress the conversation. There are 5 categories of objections: hidden, stalling, no-need, money, and product. When facing an objection, salespeople should listen, understand the customer's perspective, and have methods to overcome objections like "feel, felt, found" and the "5 question method." After addressing an objection, salespeople should use a trial close, continue the presentation, and close the sale.

    Copyright:

    Attribution Non-Commercial (BY-NC)
    Download as PPT, PDF, TXT or read online from Scribd
    Download as ppt, pdf, or txt
    of 20

    Welcome to Objection Handling

    What are Objections


    Oxford Dictionary - 1 an expression of disapproval or opposition. 2 the action of challenging or disagreeing

    An objection is anything that comes out of the customers mouth, that in order to progress with the conversation, must be addressed.

    A statement usually saying that what we have is not for them A question objection can be a question and depending on the answer can turn the customer hot or cold

    OR

    Welcome Objections

    If you FEAR objections you will FUMBLE your response which will lead to FAILURE in the sale.

    Basic Points to Consider


    Plan for objections

    Handle as they arise


    Be positive Listen (Let the customer finish) Understand Meet Objection

    5 Categories of Objections

    Hidden Objection
    Customers who ask trivial, unimportant questions or conceal their feelings by being silent have hidden objections. What would it take to convince you?

    What causes you to say that?


    Lets consider this, suppose London Energy then you would consider it, wouldnt you?

    Stalling Objection
    When a customer says Ill think it over or Call me later, you must determine if the statements are the truth or a smoke screen to get rid of you. Ill think it over

    What are some of the issues you have to think about?


    Ive got to speak to my husband/wife/partner Of course you do! What are some of the things you want to talk about?

    No-Need Objection
    Sounds good, but I dont need to change now Happy with current supplier Not interested now

    These are some examples of the NO-NEED objection. This is widely used because it politely gets rid of you the salesperson.

    Money Objection
    That costs too much! Your price is too high!

    Don't be afraid of price as an objection, be ready for it!

    Product Objection
    At times most customers will fear that the product will not do what the salesperson tells them, that it is not worth the time or energy to switch, or that it costs too much for what it is.

    Methods in overcoming Objections


    Feel, Felt, Found

    LRQIA
    5 Question Method

    Feel, Felt, Found


    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

    LRQIA
    L R Listen to the customer Restate the objection

    Q
    I

    Question
    Isolate

    Answer

    5 Question Method
    Question 1
    Question 2 Question 3 Question 4 Question 5
    There must be some good reason why youre hesitating to go ahead now. Do you mind if I ask what it is?
    In addition to that, is there any other reason for not going ahead? Just supposing you could convince yourself that then youd want to go ahead with it, right? Then there must be some other reason. May I ask what it is? What would it take to convince you?

    What to do after meeting the objection.


    Customer raises an objection

    Response to objection

    Use a trial close

    Continue presentation

    Close the sale

    Questions such as: That clarifies the point, do you agree?

    Thats the answer youre looking for, isnt it?


    Does that answer your question?

    The customer says no to the product, not to you!

    If you dont ask, you dont get!

    Summary
    What are objections?
    Welcome

    Objections

    Basic Points to Consider

    5 Categories of Objections
    Methods in overcoming objections

    What to do after meeting an objection

    A B

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