This document provides guidance on handling objections in the sales process. It defines what objections are, when prospects typically object, and the 10 steps of the sales process where objections may arise. It also categorizes six major types of objections (hidden, stalling, no-need, money, product, source) and provides techniques for understanding and responding to each type, including asking questions, rephrasing objections, using third parties, and turning objections into reasons to buy. The overall goal is to help prospects examine reasons for and against the purchase to move them towards a buying decision.

1. Handling
Objections
Co, Samantha
Impas, Claudine
See, Ireney
Soriano, Elisha
Uy, Johanna

2. The Tree of Business
Objections

3. what are Objections?
Opposition or resistance to information or to the
salesperson’s request if labeled a sales objection

4. when do
PROSPECTS
OBJECT?
Anytime from the Always be ready to face
introduction to objections
the close

5. 1. Prospecting
2. Preapproach
3. Approach
4. Presentation
• participation
• proof
• visual aids
• persuasive communication
• demonstration
• dramatization
5. Trial close
6. Determine objections
7. Meet objections
8. Trial close
9. Close
10. Follow - up

6. Objections
and the
Sales Process
• Trial closes -prospects attitude toward the product
– opinion NOT a decision to buy
• 4 ways to respond:
1. If positive, from trial close to close
2. If there’s objection, understand and clarify
3. Be prepared for other objections
4. Return to presentation after responding to objections
and asking a trial close

7. Understand objections
Is the prospect’s
response a…
Request for Request for
more Condition more True objection?
information? information?
Major? Minor?
Practical? Psychological Practical? Psychological

8. UNDERSTAND
OBJECTIONS
• Requesting for More
Information
• Setting a Condition of the
Sale
• Giving a Hopeless Objection
• Giving a True Objection

9. Requesting
FOR MORE
Information
– Prospects appear to make objections because of this
– Important to listen
– Chances are they are in the conviction stage
– Supply the requested information indirectly

10. Setting
– “If you can meet my request, I’ll buy.”
a or “Under certain conditions, I will buy
Condition
from you.”
– Quickly determine if you can help that
of prospect meet it. If you cannot, close
the interview politely.
the – Often, negotiation between buyer and
Sale
seller can overcome a condition.

11. Giving a
Hopeless Objection
– One that cannot be solved answered or overcome.
– Some Examples:
• “I already have one.”
• “I’m bankrupt.”
• “I’d like to buy your life insurance, but the doctor
gives me only 30 days to live.”

12. Giving a
True Objection
– One that can be answered
– Two Types: Major and Minor
– If it is of little or no importance, quickly address it and
return to selling
– Nature of Either Two Types of objections may be:
• Practical (overt) objections- tangible
• Psychological (hidden) objections- intangible

13. Meet the Objection
• Once you fully understand the objection, you are ready to
respond to the prospect
• How to respond depends on the objection
• By grouping objections, you can better plan how to respond

14. SIX MAJOR CATEGORIES
OF OBJECTIONS
• Hidden Objection • Money Objection
• Stalling Objection • Product Objection
• No-Need Objection • Source Objection

15. Hidden Objections
• Prospects that ask trivial, unimportant
questions or conceal their true feeling beneath
a veil of silence have hidden objections even if
you may having a good conversaton with them
• KNOW: WHAT questions to ask and HOW to ask

16. Stalling Objection
• “I’ll think it over,” or “I’ll be ready to buy your
next visit.  Truth or “smoke screen” to get
rid of you?
• Common tactic
• Examples:
– I have to think this over
– I’m too busy
– I plan to wait until next fall

17. • With any response to an objection,
communicate a POSITIVE ATTITUDE
• Do NOT get demanding, defensive or
hostile
• GOAL: To help prospects realistically
examine reasons for and against buying
now
• If you are sure it is not in their best
interest to buy now, tell them so.
• Do not be satisfied with a false objection
or a stall.

18. The NO-NEED Objection
• Can disarm an unwary salesperson
• Used widely because it politely gets rid of the
salesperson
• Strongly implies the end of the sales call
• May also include a hidden objection/a stall

19. • To handle price-oriented objections
– Observe nonverbal signals
– Ask questions
– Listen
– Positively respond to the price question
– Wrong to think that lowest price increase the chances of
sales success
– Price becomes secondary factor once customer realizes
benefits
The Money Objection

20. ways to respond to Money
Objections
“YOUR PRICE IS TOO HIGH!”
“I CAN’T AFFORD IT!”
“GIVE ME A 10% DISCOUNT AND I’LL GIVE YOU AN
ORDER TODAY!”
“YOU’VE GOT TO DO BETTER THAN THAT.”

21. THE PRICE/VALUE FORMULA
• Only the description of the buyer’s thinking process and an
explanation of why the so-called price objection is heard so
often.
• Tells what we must do to answer the price objection.
• Price objection
• Cost is what concerns the buyer, not just the price.

22. The Product Objection
• The prospect might already use, has used, would like to
use, heard of, or knows people who use a competitor’s
product.
• React positively.
• Can use a guarantee, testimonial, independent research
result, and demonstrations to counter

23. ways to respond to Product
Objections
• YOUR COMPETITOR’S PRODUCT IS BETTER.
• I’LL BUY A USED ONE.
• I DON’T WANT TO TAKE RISKS.

24. The Source Objection
• Relate loyalty to a present supplier or salesperson.
• May tell you that they don’t like your company.
• Requires calling the prospect routinely over a period.
• Takes time to break the resistance barrier
• Get to know the prospect’s needs
• Show your true interest.
• Do not try to get all of the business at once – go for a trial run, a small
order.
• Learn EXACTLY what bothers the prospect

25. Ways to Respond to Source
Objections
• I’M SORRY; WE WON’T BUY FROM YOU.
– Why not?
– What could we do to win your business in the future?
– Is there anyone else in your company who might be
interested in buying our cost-saving products? Who?
– Is there anything about me that prevents you from
doing business with our company?

26. Techniques for
Meeting
Objections

27. 1. The Dodge
- Neither Denies, Answers, Nor Ignore
Objections
“Before you decide to buy...”

28. 2. Pass Up
- Don’t be afraid to PASS UP an objection
“Why...”

29. 3. Rephrase as questions
- Rephrase an Objection as a Question

30. 4. Postpone
- Sometimes, it’s necessary.

31. 5. Boomerang
- Turn an objection into a reason to buy

32. 6. Ask Questions
- It shows how the salesperson knows
the business.

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

34. Facing objections
• Use Direct Denial Tactfully
• The Indirect Denial Works
• Compensation or Counterbalance Method
• Let a Third Party Answer

35. After Meeting the Objection
– What to do?
• First, Use a Trial Close – Ask for Opinion
• Move Back into Your Presentation
• Move to Close Your Sale
• If You Cannot Overcome the Objection
• In All Things Be guided By The Golden Rule