This document provides guidance on handling objections from prospects. It outlines 5 key steps: [1] Listen without interrupting to understand the prospect's perspective; [2] Acknowledge what was said to show you understand their concerns; [3] Probe with open-ended questions to gather more information; [4] Answer objections by providing facts and data, and linking the response to the prospect's needs; [5] Confirm that the answer addressed their concerns and ask if any other questions remain. Following this objection handling process helps salespeople have an open dialogue with prospects and make a beneficial decision.

1. Objection Handling Technique
By Leonardo D’Souza
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2. Objection Handling
• There’s no need to feel uncomfortable when prospects voice
their concerns -- it’s just one of the ways they express their
needs
• By encouraging the free expression of concerns and facilitating
an open exchange with them; demonstrate your commitment of
helping the customer make a beneficial decision
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3. Objection Handling Technique
Listen
Acknowledge
Confirm
Probe
Answer
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4. Listen
• Keep an open mind – Be willing to listen to the other person view point
• Don’t interrupt the prospect
• Do not start thinking of the answer before the prospect has finished
speaking
• Don’t get distracted by the environment
• Listen “ Between the lines”
• Always have a smile on your face when listening (however don’t over
do it)
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5. Acknowledge
• The purpose is to communicate to the prospect that you understand his
situation
• Some Examples
• “I understand your point of view”
• “Yes, Many of my prospects have the same query”
• “Thank you for bringing this point up for discussion”
• “That’s an interesting subject that you bought out”
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6. Probe
• Your object in probing is to build a clear, complete, mutual
understanding of a customer’s needs, life style and aspirations
• You probe when you want to elicit information from a customer
• Whenever you feel you need additional information
• Use Open Ended question to get more information
• Use close ended question to confirm understanding
• Do not use questions that are repetitive, interrogative and
intrusive
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7. Answer
• Your answer should be to the point
• Use facts/data/reason to resolve the prospects concern
• Link the answer to the prospects needs and aspirations
• Show the prospect how it would be beneficial
• Do not get in a confrontation with the prospect
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8. Confirm
• Find out whether your answer has satisfied the prospect or
is there any other concern
• Some examples
• Does that answer query?
• Do you need any clarifications?
• I hope I have answered your question?
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9. Thank You for Your Attention
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