The document discusses guidelines for handling objections from customers or doctors. It notes that objections not handled satisfactorily can lead to the customer losing interest, credibility in the company, or feeling a lack of commitment. It recommends anticipating objections, fully understanding the objection, reviewing it with the customer, being positive, providing proof to address concerns, and seeking agreement. Specific types of objections like status quo, factual, non-factual, and doubters objections are outlined along with key steps to address each type such as agreeing, highlighting differences, clarifying concerns, and providing scientific reports. It stresses having strong product knowledge but noting that it's okay to say you don't know and will follow up when lacking information.

2. OBJECTION HANDLING
( Opportunity to uncover)
Why objections are raised?
Benefits of product/products not
presented well.
 Lack of confidence/Conviction in
communication(both verbal & non
verbal)
 Rapport- Yet to develop


3. OBJECTION HANDLING
(Opportunity to uncover)
Objections, not handled satisfactorily
can lead to following :
Customer may not listen to your detailing further.
Customer loses credibility in you and company
Customer feels that you lack commitment towards
the job
 Customer feels that you are casual
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‘’ You are likely to lose the customer’’

4. OBJECTION HANDLING
(Opportunity to uncover)
Basic Guidelines to Objection Handling
Anticipate Objections
↓
Hear the full objection
↓
Analyse the reason for the objection
↓
Review the objection again with the doctor
↓
Be positive
↓
Provide proof
↓
Seek agreement
Do not respond without proper understanding! Apply SLUSA
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STOP
LISTEN
UNDERSTAND
SOOTHE &
ANSWER

5. OBJECTION HANDLING
(Opportunity to uncover)
Types of objections
1. Status quo Objection
The doctor is happy with current therapy e.g. Pepsin prescriber who does not want to shift to
Papain. Basic steps in handling objections of this type would involve:
* Agree with him(Yes … but)
* Highlight the fact that our product is different
and present the differences - Features/ Advantages/ Benefits
* Seek agreement
* Persuade to use
2. Factual Objection

Doctor may complain of patient compliance e.g. Taste of Befer syp/Bethadoxin 12M syp
* Agree with him(Yes…but)
* Clarify the nature of complaint : Taste/Discomfort
* State reasons
* Seek agreement
* Persuade to use in more number of patients

6. OBJECTION HANDLING
(Opportunity to uncover)

3. Non-fact Objection
Doctor may feel ‘’Befer’’ has a tolerability problem though (it is generally well
tolerated)
Key steps:
(Tread carefully; Don’t try to prove the doctor wrong)
* Rephrase the query and express concern
(This shows interest in the doctor’s point of view and helps to obtain more
information from the doctor)
* Answer directly
* Add proof, if necessary
* Seek agreement
4. Doubter’s Objection
* Doctor may express doubt about Ferrous Bis glycinate superiority over
Ferrous Fumarate. Key steps:
- Provide proof
- Make best use of scientific reports and information
* Seek agreement

7. OBJECTION HANDLING
(Opportunity to uncover)

Product Knowledge is the most valuable resource.
However, there may be times when information is not
immediately available with you. In such case you must-
Say you don’t know
↓
Agree to get back
↓
Find out
↓
Follow up

8. Always THINK SMART….