sales objection handling skill

1. Objection Handling.

2. • Objections are helpful in the sales process
• because they provide an opportunity to further
determine customers’ needs and problems.

3. •Distinguish Objections from Excuses.
A concern,
hesitation, doubt,
complaint, or
other reason a
customer has for
not making a
purchase.
Objections
A reason given
when a customer
has no intention
of buying in the
situation.
Excuses

4. Objection Handling Process
Listen
Carefully
Acknowledge
the Objections
Restate the
Objection
Answer the
Objections

5. Substitution Method
Boomerang Method
Question Method
Superior Point Method
Denial Method
Demonstration Method
Third Party Method
Objection Handling Techniques

7. Objection
Pricing Gap Response
- If old issue,
Step -1 :Advise to check on
the pricing on the portal
continuously
Step -2 : Advise him to share
any live enquiry, so we can
compare the prices t whatever
portal agent is using.
- If live issue, Follow Step -2
Action
Share the live enquiry to
Operations Dept. & get the
issue resolved
1.By sharing him best prices
2. Providing Right Comparison
of prices.

8. Objection
1. Communication Gap
2. No Answer /Revert
Response
- If old issue,
Step -1 : Inform him that company
had taken massive transformations
in Ops & Customer care Dept. &
Increased the team to 3X Sizes.
Step -2 : Assure him that he will
get world class customer services.
- If live issue, Get the specifics
from Agent i.e. Date, Time & Dept.
Action
1. Understand that he is
approaching the right numbers.
2. Share the updated helpline chart
to him.

9. Objection
Asking for Credit
Response
Inform him to
share the
documents for the
KYC Procedure.
Action
1. Share a mail
listing all the
required docs.
2. Initiate the
KYC & Limit
Assessment
process.

10. Objection
Not Getting Daily
Updates
Response
Assure him that
he will be
receiving daily
updates from now
onwards.
Action
Get him added to
the update
Whatsapp
Broadcast/Group.

11. Objection
Forgot Log In
Credentials to
Portal.
Response
Inform him that
you will be
sharing the
details in a
while.
Action
1. Get the Log
In Credential
generated &
share with
agent.

12. Objection
Don’t know how
to use portal.
Response
Inform him that
they will get a
call within the
day for Portal
Training Purpose.
Action
1. Inform the
Admin
Department to
schedule a Portal
Training for the
said client.

13. Objection
Pricing fluctuation in
between the booking
process.
Response
1. Ask him to share
You or Ops Dept. the
details next time &
get it booked here.
2. Although inform
him about the
dynamic fare policy
of Airlines.
Action
Get the live query &
get the booking done
from operations.