Resolve

1. Copyright © 2017 The Nielsen Company. Confidential and proprietary.
REGIONAL HUDDLE:
Resolving Objections
May 2021

2. 2
Copyright
©
2017
The
Nielsen
Company.
Confidential
and
proprietary.
Working Team Introductions
● Dave Shock
● Ken Hampton
● Shermelle Rush
● Taylor Sokol

3. 3
Copyright
©
2017
The
Nielsen
Company.
Confidential
and
proprietary.
Objectives
Revisit concept of resolving objections
Understand the difference between overcoming vs resolving objections
Practice the concept of resolving objections
Discuss strategies for application in the field
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Copyright
©
2017
The
Nielsen
Company.
Confidential
and
proprietary.
Why Resolving Objections Works
● Isolate and address the objection and heart of the concern
● Opens up engagement with HH and gets them talking
● Being vulnerable yields connection
● Authenticity and and transparency makes you relatable while fostering a bond
● Creates a conversation instead of inundating HHs with responses

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Copyright
©
2017
The
Nielsen
Company.
Confidential
and
proprietary.
“An objection is not a rejection,
simply a request for more
information.”
--Bo Bennett, businessman
What do you think?

6. 6
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©
2017
The
Nielsen
Company.
Confidential
and
proprietary.
Dave Shock
Growth Mindset Applied
20%
to
60%

7. 7
Copyright
©
2017
The
Nielsen
Company.
Confidential
and
proprietary.
Resolving Objections Refresher
The steps listed on this slide will help you determine how to proceed with the
conversation to fully address concerns and resolve the objection.
1. Explore the concern.
2. Agree with the concern.
3. Build on it. (Take the concern to the extreme.)
4. Clarify or Outweigh
Privacy/Skepticism Example:
1. Explore the concern.
“Will you help me to understand your concerns about privacy?”
2. Agree with the concern.
“Protecting our privacy is so important.”
3. Build on it. (Take the concern to the extreme.)
“I even heard about a study where hackers can figure out your passwords just by looking at your social
media page?”
4. Clarify or Outweigh
“With over a 90 year history, Nielsen has never been hacked.”

8. 8
Copyright
©
2017
The
Nielsen
Company.
Confidential
and
proprietary.
Resolving Objections

9. 9
Copyright
©
2017
The
Nielsen
Company.
Confidential
and
proprietary.
Overcoming vs Resolving Objections
Listen to the difference
OVERCOMING RESOLVING
VS

10. 10
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©
2017
The
Nielsen
Company.
Confidential
and
proprietary.
Breakout Session
I don’t have time I’m far too busy
I don’t know want to give my personal information out
We don’t watch enough television
We only watch streaming
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