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Sales Enhancement Objection Handling

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This training module was used for up-training our current pool in handling objections.

The coverage is very basic and centered towards responding appropriately to different scenarios.

Publié dans : Business, Formation
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Sales Enhancement Objection Handling

  1. 1. Objection Handling
  2. 2. Course Outline <ul><li>Objection Resolution Process </li></ul><ul><li>Identifying Objections </li></ul><ul><li>Empathy </li></ul><ul><li>Isolating Objections </li></ul><ul><li>Handling Objections </li></ul>
  3. 3. Objection Resolution <ul><li>Identify </li></ul><ul><li>Empathize </li></ul><ul><li>Isolate </li></ul><ul><li>Handle </li></ul><ul><li>Close </li></ul>OBJECTION RESOLUTION PROCESS
  4. 4. Identifying Objections <ul><li>Two Types of Objections </li></ul><ul><li>Simple </li></ul><ul><li>Comments or statements made by the customer but are not flat out deal breakers if left unsolved. Nor would they lead to a close if overcome. </li></ul><ul><li>Real </li></ul><ul><li>Objections that create a closing opportunity. Objections that if resolved to the customer’s satisfaction, will lead to a close. </li></ul>
  5. 5. Empathy <ul><li>Do not be defensive! </li></ul><ul><li>Defensiveness is not a particularly helpful strategy for overcoming objections. Your customer will appreciate your professionalism when you show empathy for their true objections instead of demonstrating defensiveness for your case. </li></ul>
  6. 6. Empathy Defensive Response: Why will I get charged twice? The item I received was defective. This is a scam! What are you trying to imply?! We are one of the pioneers in online retail. How can you say that?
  7. 7. Empathy Correct Response: Why will I get charged twice? The item I received was defective. This is a scam! I understand where you’re coming from, initially that may be perceived that way, let me explain it to you in detail…
  8. 8. Isolate the Objection <ul><li>When dealing with an objection you must first isolate the objection before offering your solution. </li></ul><ul><li>Failure to first isolate an objection often leads to another objection, then another and then another and so on. </li></ul>
  9. 9. Isolate the Objection <ul><li>When you are at a close and you get an objection, ask: </li></ul>“ Other than that, is there anything else that’s averting you from doing business with us?” CUSTOMER RESPONSE: NO YES This means then that you have isolated a sole objection and once this is addressed you may proceed to closing the sale. This indicates that there are more objections and you may identify which objection should be prioritized.
  10. 10. Handle the Objection <ul><li>Now that you have isolated the objection, it is now time to handle the objection and lead to a close. </li></ul><ul><li>In any given situation, normally companies have set guidelines or scripted rebuttals to common objections. However this may not always be available, our role is to ensure that we utilize all available resources to come up with the most favorable resolution for our customers. </li></ul>
  11. 11. Close <ul><li>Once all resources have been utilized and the customer’s objection has been handled, we must first ask from the client if there is anything else that they may need assistance with prior to proceeding to the sale once again. </li></ul><ul><li>This allows us to ensure that all possible questions have been answered and makes it come across to the customer that we are being helpful and responsible. </li></ul>
  12. 12. QUESTIONS?