The document discusses objection handling in sales. It defines objections as concerns, doubts or hesitations that prevent customers from making purchase decisions. Successful objection handling requires thorough product knowledge, understanding customer needs, and persuasive communication skills. Common objections include pricing, competition, product features, authority issues, and timing concerns. The document provides examples of responses to each objection type and outlines the typical steps in the objection handling process which are to listen, empathize, clarify, respond with benefits, provide evidence, offer alternatives, address risks, handle proactively, close on resolution, and follow up.

1. OBJECTION
HANDLING
"Objections are the price you pay for a ticket
to success."
Objection handling in sales refers to the
process of addressing and overcoming the
concerns, doubts, or hesitations raised by
potential customers during the sales cycle.
When engaging with prospects, salespeople
often encounter objections, which are barriers
that prevent the customer from making a
purchasing decision.

2. Successful objection handling requires-
Thorough product knowledge.
Understanding of customer needs and pain
points.
The ability to communicate persuasively.

3. Sales
professionals
must be
prepared to
handle a
variety of
objections-
Pricing concerns
Competition comparisons
How to use the product?
Implementation challenges and many
more.

4. Price objection:
Objection: "Your product/service is too expensive."
Response: Emphasize the value and benefits your
product/service provides. Highlight any cost savings,
long-term advantages, or return on investment.
Provide comparisons to demonstrate that the price
is justified by the quality and results.

5. Competitor objection:
Objection: "Your competitor offers a similar product/service at a
lower price."
Response: Differentiate your offering by highlighting
unique features, superior quality, additional benefits, or
exceptional customer service. Provide testimonials or
case studies that showcase how your product/service
outperforms the competition. Focus on the overall value
and long-term benefits of choosing your solution.

6. Timing objection:
Objection: "I'm not ready to make a decision
right now."
Response: Understand their concerns about timing and acknowledge
their need for more time. Highlight any time-sensitive offers or
incentives that may expire soon. Provide additional information,
resources, or demonstrations to address their specific questions or
reservations. Offer to follow up at a more convenient time while
assuring them that their best interests are a priority.

7. Trust objection:
Response: Address their trust concerns by highlighting your company's reputation, years of
experience, industry certifications, customer testimonials, or any awards/recognition received.
Offer to provide references or facilitate direct communication with satisfied customers. Share
any guarantees or warranties that demonstrate your commitment to customer satisfaction and
building long-term relationships.
Objection: "I'm not sure if I can trust your company."

8. Feature objection:
Objection: "Your product/service lacks a
specific feature I need."
Response: Understand their specific
requirements and explain any alternative
solutions or workarounds that can meet
their needs. If feasible, discuss potential
customization options or future product
enhancements. Focus on the features and
benefits your product/service does offer,
emphasizing how they align with their
broader goals and requirements.

9. Authority objection:
Response: Acknowledge their need for input and decision-making processes. Offer to
provide additional information, case studies, or arrange a meeting with their supervisor
or partner to address any concerns. Emphasize that you are available to support them
throughout the decision-making process and provide any necessary assistance.
Objection: "I need to consult with my supervisor/partner before making a decision."

10. ©Amway India Enterprises Pvt. Ltd. 2020
QUICK TIP
Remember to approach objections with empathy,
actively listen, and tailor your responses to the
specific concerns of the individual. By addressing
objections effectively, you can build trust, credibility,
and increase the chances of securing a positive
outcome.

11. The objection handling process typically
involves the following steps:
Listen
attentively
Empathize Clarify
Respond with
benefits
Provide
evidence
Offer
alternatives
Address risks
Handle
objections
proactively
Close on
objection
resolution
Follow up

12. Allow the customer to express their
concerns fully without interruption.
Actively listen to understand their
objections and underlying reasons.
Listen
Attentively

13. Acknowledge and validate the customer's
concerns. Show understanding and
empathy to build rapport and trust.
Empathize

14. Seek clarification to ensure you fully
understand the objection. Ask probing
questions to uncover the root cause and
gather more information.
Clarify

15. Present the features, advantages,
and benefits of your product or
service that directly address the
customer's objection. Explain how
your offering resolves their specific
concerns or pain points.
Respond with
Benefits

16. Back up your claims with evidence, such as
case studies, testimonials, industry data, or
success stories. This helps build credibility
and instils confidence in the customer.
Provide
Evidence

17. If the objection is related to a specific
aspect of your product or service, explore
alternative options within your offering
that better align with the customer's needs.
Offer
Alternatives

18. If the objection involves perceived risks or
uncertainties, address them directly. Offer
reassurances, guarantees, warranties, or trial
periods to alleviate concerns and mitigate
perceived risks.
Address Risks

19. Anticipate common objections and address
them proactively during your sales pitch or
presentation. This pre-emptive approach
demonstrates your expertise and thorough
understanding of customer concerns.
Handle
Objections
Proactively

20. Once you've provided satisfactory responses
to the objections, check for the customer's
acceptance and agreement. Seek their
commitment to move forward with the sales
process.
Close on
Objection
Resolution

21. After handling objections, follow up with
additional information or personalized
solutions if needed. Maintain open lines of
communication and continue addressing any
lingering concerns.
Follow up

22. Effective objection handling is crucial for
sales success as it helps build trust,
overcome resistance, and move the
customer closer to making a purchasing
decision. By addressing objections
professionally and providing persuasive
solutions, salespeople can increase their
chances of closing deals and fostering
long-term customer relationships.