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How to all about-them answer tricky client concerns and questions.

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How to all about-them answer tricky client concerns and questions.

  1. 1. How To Answer Tricky Questions and Objections. Created with Haiku Deck Photo by Juliana Coutinho By Ken Brand 832-797-1779 page 1 of 22
  2. 2. How To Answer Tricky Questions and Objections. Created with Haiku Deck Photo by Paul Bence By Ken Brand 832-797-1779 page 2 of 22
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  5. 5. Guidelines For dealing with customer questions and concerns:Be positive. A question asked by a client is really a request for more information and anindication they are interested in your product/service. This is GOOD!Body language is ultra important. Do not physically back away when the client asks aquestion or voices a concern. Smile, uncross your arms and proceed.Listen carefully to the entire question before you answer. The client may be asking amulti-part question or a series of questions. If you rush to answer the question too quicklyyou may only answer the first in the series.Be sure you understand the question...before you answer. Ask questions forclarification, then rephrase the customer’s question and repeat it back to the customer forconfirmation.Do not judge the question. The question may be the same one you have heard andanswered 100 times, but, it is the first time the client has heard the answer. All questionsare important to the client, even the ones you think are stupid or painfully obvious.Do not use buzz words. You are familiar with the subject, the client is not. The use ofbuzz words can confuse the client and in many cases he or she will withdraw withouthaving their question answered.Talk to both/all parties...as you answer the questions. You never know which one isreally asking the question and each party is equally important.Avoid contradicting a customer. Some questions are asked in the form of a statement.When this happens, be sure to restate the question, ask appropriate “probing questions” toclarify the question and then answer the question.Use visuals whenever possible. Third party proof is very effective because if it is not averbal statement from you, it is a factual statement from a neutral third party. Also, use apen and paper to graphically illustrate and answer questions and concerns when 3appropriate. 12/27/12
  6. 6. How To Answer Tricky Questions and Objections. Created with Haiku Deck Photo by Lisa Brewster By Ken Brand 832-797-1779 page 5 of 22
  7. 7. How To Answer Tricky Questions and Objections. Created with Haiku Deck Photo by Víctor Pérez By Ken Brand 832-797-1779 page 6 of 22
  8. 8. How To Answer Tricky Questions and Objections. Created with Haiku Deck Photo by Tim Caynes By Ken Brand 832-797-1779 page 7 of 22
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  10. 10. How To Answer Tricky Questions and Objections. Created with Haiku Deck Photo by Giulio Callegaro By Ken Brand 832-797-1779 page 9 of 22
  11. 11. How To Answer Tricky Questions and Objections. Created with Haiku Deck Photo by Brandy Nicole Ford By Ken Brand 832-797-1779 page 10 of 22
  12. 12. How To Answer Tricky Questions and Objections. Created with Haiku Deck Photo by Eric By Ken Brand 832-797-1779 page 11 of 22
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  17. 17. OBJECTIONS, QUESTIONS and CLIENT CONCERNS are a fact of life in any salessituation.To begin, let’s eliminate the word objection from our vocabulary and replace it with thewords QUESTION or CONCERN. Questions and concerns are positive and an anindication that the client is interested enough in what you have to say/offer to ask for moreinformation. Questions and concerns are requests for more information or clarification…the client does not perceive their needs as having been satisfied. Providing additionalinformation removes barriers to moving forward.Sales people generally tend to fear questions and concerns because they see them as roadblocks to a successful sale, a form of rejection or an opportunity to lose the sale. Inreality, the concern is not the road block, fear is the road block.Definition of a customer CONCERN:Misunderstanding: The client does not understand the facts and or perceives that thefeature doesnt satisfy their needs.Condition: The client understands it, it’s not what they want. Stall: The want to move forward, however, they are hesitant to take action, want to delayand have difficulty making decisions.When to handle questions/concerns/objections? 1. Before they come up. 2. When they come up. 3. Later on at a more appropriate time. 4. Never. A happy person is not a person in a certain set of circumstances, but rather a person 2 with a certain set of attitudes. 12/27/12 Hugh Downs
  18. 18. How To Answer Tricky Questions and Objections. Created with Haiku Deck Photo by marie-ll By Ken Brand 832-797-1779 page 16 of 22
  19. 19. How To Answer Tricky Questions and Objections. Created with Haiku Deck Photo by Innovation_School By Ken Brand 832-797-1779 page 17 of 22
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  23. 23. The four step strategy for handling a customer “CONCERN”1. UnderstandingAsk questions to clarify and determine if the concern is a “misunderstanding”, “stall”or “condition”. First, restate the question to be sure you heard them correctly thenask probing/follow-up questions to gain understanding.Examples: I can appreciate your concern about XXX, can you describe how XYZwould be a disadvantage. I appreciate how you feel…tell me more about how… Explain that...... Elaborate on that..... What else... Describe how.... How do you feel that.... What do you feel... How would that.... Explain how.... Tell me more about...2. Isolate the concernIs there anything else about XXX that you are concerned about?3. Present your answer/solutionMake your presentation in a conversational, educational manner.4. Agreement/understandingConclude your presentation by asking them if you have answered their questionsatisfactorily.Avoid saying, “do you understand what Im saying?” Instead ask, “have I explainedthis clearly?” Or have I clarified this point to your satisfaction?” Or “does myanswer to your question make sense to you?” 4 Silent gratitude isn’t much use to anyone. 12/27/12 Gladys Browyn Stern
  24. 24. SellersHow long have you been in the business?I see more XYZ signs than yours.XYZ sells more homes that you do.John Doe does more business than you.Mary Smith has more experience than you.I see xyz’s ads in The Villager a lot more than yours.XYZ will list my house for less money.XYZ says they have a buyer already.XYZ said they could sell it for XXXXX dollars more.BuyersWe don’t want to sign the Buyers Rep. Agreement.This house is too expensive.The rooms are too small.We don’t like the carpet. 5 12/27/12
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