Objection handling

1. What is OBJECTION?
Objection = Opportunity

2. Objection handling
 Acknowledge / repeat the objection to
understand the objection clearly
 List down all the possible objections
 Make him think all the possible objections
 Min 5 objections b4 sales gets concluded
 46/24/14/10
 Get conditional commitment
 Convert SETBACKs to COMEBACKs.

3. Objection or Condition
 Objection can be tackled
 Condition can not be changed

4. Pre-emption
 Be proactive
 Resolve them during solution presentation
itself

5. Handling the objections
 Feel
 Felt
 Found
 I can understand how you FEEL ( empathy)
 Some other customers FELT the same way
 After my explanation , they FOUND that the
solution is best for them.

6. Objections &
handlings

7. Postponement
 Explain the potential danger of not taking
action NOW.
 Make the customer feel the PAIN of not
acting NOW.
 Body language & desperation
 DA :Wharton school of management degree

8. Too expensive
 Expensive with respect to what ?
 Value equation not +ve.
 Talk about the maturity benefit amount ( show
sample cheque )
 Talk about wonder of insurance eg. Pay Rs
10000/- & in the unfortunate death the family
gets Rs 10 Lakhs.
 Get the difference between premiums & bring it
to premium per day difference
 I would rather explain my higher premium once
than apologize for inadequate planning forever.

9. Bad experience with LIC
 First apologize for the inconvenience caused
 Get the details
 Try to solve the problem genuinely, softly
 Don’t ask for sale before this issue is resolved
to his satisfaction.
 Great opportunity to sale
 Dissatisfied customers are easiest to sell new
policies.

10. Low premium of competition
 Understand the plan of competition
 Understand what customer liked in the plan
 See whether our plan can do the same
 Stress on our strengths acknowledging that
the said feature is not with us.
 Explain the competition’s F A to customer &
ask his for B.

11. Give me few days to think
 DA success formula :Thought action gap
 3 reasons for this objection:
1. He doesn’t have the courage to say NO
2. Polite way of getting rid of you without really
refusing to buy
3. Genuinely needs help to make the decision
contd …

12. How to handle
 Urgency : something happens to you now,
you will lose Rs 50 Lakhs.
 What you want to think about , anything
specific eg Premium amount, term, maturity
amount
 Get the specific objection & conditional
commitment
 “Zyada sochne se faisale kamzor hote hai”
KUDA GAWAH

13. Agent in the family
 Can you undress financially in front of him ?
 Can you complain if he gives you substandard
service ?
 How many years he is in business ?
 If Dr in family, will you go to him for very imp
operation?
 “Munnabhai MBBS” Dr speech to students
about his hands shaking while operating his
daughter.

14. I am satisfied with my agent
 Appreciate his loyalty
 Ask him to rate his agent on the scale of 1 to
10.
 If anything less than 10 , ask him what you
expect more from him to get perfect 10 ?
 Why he is not able to complete 10 ?
 How can I complete the magic figure of 10 .

15. Lack of trust in
you/company/policy
 Time , punctuality
 Under commit , over perform
 Company’s knowledge ( website etc)

16. No trust
Close
Solution
Need analysis
Trust

17. Low returns
 Amitabh in “Deewar”
 Football match :4 payers defend out of 11
 Daughter’s wedding
 Medical expenses
 Cricket gear
 UPS/ Generator
 Spike guard
 Night watchman
 Antivirus

18. Testing of salesperson
 His belief in himself
 His belief in his policies-solutions
 His belief in his company
 His attitude towards the customer
 Whether he is commission-oriented or
service-oriented
 His knowledge
 His integrity

19. You are located far away from
my residence
 The real objection is the quickness of service
delivery
 Explain how you can take care of promptness
in service delivery

20. Thumb rules in objection
handling
 Qualify the objection
 Don’t get into argument ( discussion is ok)
 Focus onWhat & never onWho
 Never lie
 Accept the lack of knowledge ( I am sorry , I don’t
have the answer . I will contact in next 24 hrs
with the answer )
 Don’t get frustrated or angry or defensive
 Never raise the voice
 Remain calm & smiling

21. Inflation effect
ITEMS 1999 ( Rs) 2019 % increase 2039
1 plate idli 5
1 kg onion 2
1 lit edible oil 20
1 lit milk 6
1 kg rice 8
1 kg mutton 40
1 lit petrol 15
Dr’s fee 10
Auto fare p.
km
2

22. Quadrant concept for expenses
Urgent Important
Popular Useless

23. prashantsawant.com
9820408795
 Thank you