5. 12-5
Prospect may object any time during sales
call
Always be ready to handle a prospect’s
objections
When Do Prospects Object?
6. 12-6
Objections and the Sales Process
Objections can occur at any time
When objections occur, quickly determine
what to do
7. 12-7
Basic Points to Consider in Meeting
Objections
Plan for objections
Anticipate objection before it arises
Handle objections as they arise –
postponement may cause a negative mental
picture or reaction
Be positive
Listen – hear them out
8. 12-8
Basic Points to Consider in Meeting
Objections, cont…
Understand objections
Request for information
A condition (negotiation can overcome a
condition)
Major or minor objection
Practical or psychological objection
9. 12-9
Practical vs. Psychological
Practical
Price
Product not needed
Prospect has overstock
Delivery schedules
Psychological
Resistance to $$
Pre-determined beliefs
Negative image of company/sales force
10. 12-10
Categories of Objections
Hidden
Unwilling to discuss true objections
Ask probing questions
Stalling
I’ll think it over
I’ll be ready to buy later this month
P. 377
11. 12-11
Categories of Objections
No-Need Objection
I’m not interested
Thanks for coming by
P. 379
Money Objection
Costs too much/price too high
Price Value Formula
Price/Value = Cost
14. 12-14
Techniques for Meeting Objections
Dodge: neither denies, answers, nor ignores
Pass up: seasoned salesperson
Rephrase: ‘Active listening’ an objection as a
question
(Exhibit 12-8)
15. 12-15
Techniques for Meeting Objections
Postponing: sometimes necessary
Boomerang: send it back
Smoke out objections
Five-question sequence (Exhibit 12-10)
17. 12-17
Techniques for Meeting Objections,
when they are incorrect….
Use direct denial tactfully
The indirect denial works
‘I agree’
‘Yes’
Compensation/counterbalance method
Show the benefits/value in profits
Third party answer
Proof of testimony
18. 12-18
Let’s Review! When Is It Time to Use a
Trial Close?
After making a strong selling point in the
presentation
After the presentation but before the close
After answering an objection
Immediately before you move to close the
sale
19. 12-19
Let’s Review! What Does the Trial
Close Allow You to Determine?
Whether the prospect likes your product’s
FAB – the strong selling point
Whether you have successfully answered the
objection
Whether any objections remain
Whether the prospect is ready for you to
close the sale
20. 12-20
What is an Example of a Trial Close
Used to Respond to an Objection?
“Does that answer your question?”
“With that question out of the way, we can go
ahead – don’t you think?”
21. 12-21
Once You Have Satisfactorily Responded to
the Objection, What Should You Do Next?*
Make a smooth transition back into your
presentation
“As we were discussing…”
Move to close the sale if you have completed
your presentation
Move to close again if objection was after a
close
22. 12-22
If you Cannot Overcome the Objection, What
Are Three Alternatives to Consider? (#1)
Return to presentation concentrating on new
or previously discussed FABs of your project.
23. 12-23
If you Cannot Overcome the Objection, What
Are Three Alternatives to Consider? (#2)
Admit it
Compensate for it by showing how your
product’s benefit(s) outweigh the
disadvantage(s)
24. 12-24
If You Cannot Overcome the Objection, What
Are Three Alternatives to Consider (#3)
If 100% sure the customer will not buy
Go ahead and close
Always ask for the order
Allow the buyer to say “no” – don’t say it yourself
Your competitor(s) may not be able to overcome
the objection(s) either
A competitor may make the sale because he/she asked
for it
Be professional, not pushy
Leave the door open for a return visit
25. 12-25
Exhibit 12.12: The Procedure to Follow
when a Prospect Raises an Objection
Prospect raises
an objection
Prospect raises
an objection
Response to
the objection
Response to
the objection Use a trial closeUse a trial close
Move into your
presentation
Move into your
presentation
Close the saleClose the sale
26. 12-26
If After Your Presentation You Received a Positive
Response to Your Trial Close, What Would You Do?
Approach
Presentation
Trial Close
Determine Objections
Meet Objections
Trial Close
Close
27. 12-27
If After You Meet the Objection You Received a Positive
Response to Your Trial Close, What Would You Do?
Approach
Presentation
Trial Close
Determine Objections
Meet Objections
Trial Close
CloseCloseCloseCloseCloseCloseCloseCloseCloseCloseCloseCloseCloseCloseCloseClose
28. 12-28
If After Your Presentation You Received a Negative
Response to Your Trial Close, What Would You Do?
Approach
Presentation
Trial Close
Determine Objections
Meet Objections
Trial Close
Close
