The document provides training materials focused on overcoming objections in sales. It outlines common types of objections customers might raise and suggests techniques for addressing these objections effectively. Key techniques include listening, acknowledging concerns, and summarizing to find suitable solutions for closing the sale.

1. Overcome Objections
Http://www.power-hour.co.uk – Bite Size Training Materials
Overcome Objections

2. Overcome Objections
Http://www.power-hour.co.uk – Bite Size Training Materials 2012
By the end of the Power Hour you will be able to:
• Describe the different types of objection, and what is
driving them
• Explain different techniques for overcoming
objections, and when each is useful
• Use different techniques for
overcoming objections.

3. Overcome Objections
Http://www.power-hour.co.uk – Bite Size Training Materials 2012
Common Types of Objection
•The customer doesn't see a need for your product/service at this time.
•They cannot see how your product/service meets the needs they have.Need
•Your product/service is beyond the customer's budget.
•Your product/service incurs too many add-ons.
•The customer believes that they can a lower price.
Value
•The product/service does not fulfill ALL of the customer's needs.
•The customer is unhappy with specific aspects of your product/service.
•The customer is not confident about all the aspects of your product/service.
Features
•The customer doesn't like your product/service, or some aspect of it.
•The customer is uncomfortable with the salesperson or the business itself.Desire

4. Overcome Objections
Http://www.power-hour.co.uk – Bite Size Training Materials 2012
Techniques for Overcoming Objections
K –
Keep
calm
L –
Listen
I – Indicate
understanding
P- Pause
S – Sell the
benefits of
your
proposal
KLIPS courtesy of www.GaryGorman.com

5. Overcome Objections
Http://www.power-hour.co.uk – Bite Size Training Materials 2012
Techniques for Overcoming Objections
• Stop and
demonstrate that
you heard the
customers
concerns.
Acknowledge
• Ask questions to
help you to
understand the
issue, NOT to
persuade the
customer that their
concern is
unjustified.
Question and
Listen • Show you have
listened by
repeating them
back to them and
then provide
suggestions that
may solve the
problem for the
customer.
• Use hypothetical
questions to test
ideas out, and
further understand
the true nature of
the objection.
Find Solutions
• Summarise their
concerns and what
has been accepted
as a suitable
solution. You may
then proceed to
closing the sale.
Share
Agreement

6. Overcome Objections
Http://www.power-hour.co.uk – Bite Size Training Materials 2012
Make it Work at Work
What are you going
to DO as a result of
this Power Hour
Session?

7. Overcome Objections
Http://www.power-hour.co.uk – Bite Size Training Materials 2012
These slides have been produced as an optional
resource to support a Bite-Size Training session on this
subject.
A full set of materials, including detailed Session
Leader’s Guide, Delegate Workbook and supporting
activities can be purchased from our Training Shop
Our Training materials are licence-free, but are for use
by the purchaser only.
They CANNOT be passed or sold on.