In any sales transaction, customers will raise objections. The secret to success is the way that these objections are handled which will allow the sales process to move on.

1. 1 December 2009 Fourash Associates Ltd 1 Overcoming Objections

2. 1 December 2009 Fourash Associates Ltd 2 ON track objections OFF track objections 1. Types of objections

3. 1 December 2009 Fourash Associates Ltd 3 On Track Price Delivery Quality

4. 1 December 2009 Fourash Associates Ltd 4 Off Track Complaints Personal Historical problems

5. 1 December 2009 Fourash Associates Ltd 5 2. What is an Objection Objections are simply expressions of interest by the buyer Objections highlight issues of importance to buyer Do not disregard the emotional aspects (implied criticsm of previous decision)

6. 1 December 2009 Fourash Associates Ltd 6 3. Dealing with objections preparation of convincing answers development of range of techniques which permits acceptance

7. 1 December 2009 Fourash Associates Ltd 7 4. Dealing with objections: Listen & do not interupt interruption gives impression: objection is obviously wrong trivial not worth our time to let him finish

8. 1 December 2009 Fourash Associates Ltd 8 Dealing with objections: Agree and counter acknowledges objection is reasonable put forward alternative point of view creates climate for agreement ‘yes… but’ technique (use however instead)

9. 1 December 2009 Fourash Associates Ltd 9 Dealing with objections: Straight Denial use very carefully only use when customer is factually wrong give valid reasons to back argument

10. 1 December 2009 Fourash Associates Ltd 10 Dealing with objections: question the objection used when objections are general e.g. product is not good quality question to clarify problem customers may answer their own objection

11. 1 December 2009 Fourash Associates Ltd 11 Dealing with objections: Forestall the objection raise the objection as part of your presentation may highlight problem customer has not thought about use only where you’ve heard the objection many times before

12. 1 December 2009 Fourash Associates Ltd 12 Dealing with objections: trial close turning objection into opportunity to close doesn’t prejudice continuing

13. 1 December 2009 Fourash Associates Ltd 13 Dealing with objections: hidden objection ask questions to uncover may state one objection but they really mean another prefer to say nothing so as not to prolong the sales meeting the “I’ll think it over” syndrome

14. 1 December 2009 Fourash Associates Ltd 14 Example Too expensive!! Doesn’t have sufficient budget not sufficient value for money (ie haven’t sold the benefits) comparing with competitors offering.

15. 1 December 2009 Fourash Associates Ltd 15 Objections make it meaningful, make it specific or make it quantifiable

16. 1 December 2009 Fourash Associates Ltd 16 Objections isolate it

17. 1 December 2009 Fourash Associates Ltd 17 Objections Justify