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Sales Objections




   Women’s HealthCare   Joseph Youssef
Sales Objections
           Analysis




Women’s HealthCare   Joseph Youssef
Sales Objections Analysis

What is an objection ?




It’s a concern raised by the buyer provides a feedback about
                    what is really in mind.

   Women’s HealthCare           Joseph Youssef
Sales Objections Analysis
Why is it important to analyze objections?




 Objections              Opportunities




    Women’s HealthCare          Joseph Youssef
Sales Objections Analysis


                     Source



                       Type

Women’s HealthCare   Joseph Youssef
Sales Objections Analysis

                      Need                          Product
          • I don’t not need the          • I don’t like the product.
            product.                      • Your product makes too
          • I’ve never done it that         much noise.
            way before.


         Firm                         Price                        Time
• I don’t like your          • I have no money             • I’m just not interest
  company.                   • The value does not            today.
• I don't like you.            exceed the cost.            • I need time to think
                                                             about it.


       Women’s HealthCare                 Joseph Youssef
Sales Objections Analysis


Misunderstanding                   Skepticism                     Drawback

• The buyer believes in       • The buyer doubt in           • The buyer believes in
  a feature or defect           the features or the            a feature or defect
  which doesn’t exist.          manuals.                       which exist.




         Women’s HealthCare                 Joseph Youssef
Sales Objections Analysis


            Customer: Your                      Customer: Your                      Customer: I’m


                                    Example 2




                                                                        Example 3
Example 1




            product is low                      company supports                    travelling
            quality.                            Israel‘s economy.                   tomorrow.
            Hint: You know it’s                 Hint: You told him                  Hint: Your product
            from the top 5 in                   before that your                    needs 72 hrs for
            the market.                         company invest                      installation.
                                                money in Egypt
                                                only.
      Source:                             Source:                            Source:
            Product                                  Firm                                Time
      Type:                               Type:                              Type:
        Misunderstanding                          Skepticism                          Drawback

               Women’s HealthCare                           Joseph Youssef
Sales Objections Analysis




                                 Type
Source


         • Need                         • Misunderstanding
         • Product                      • Drawback
         • Firm                         • Skepticism
         • Price
         • Time




          Women’s HealthCare   Joseph Youssef
Sales Objections Analysis
           Magi Green spent considerable time working with a
Case 1
           prospective buyer. She thought a good order would be
           forthcoming on her next call. A portion of her conversation
           with the buyer went as follows:
           BUYER: You know, I like what I hear about your copying
           machine. But how can I be sure it will be available on the
           days that we need it for our next project.
           MAGI: We’ve never had any real complaints before. I’m
           pretty sure they will be easily available and installed on time.
           BUYER: You are sure of that?
           MAGI: Well, I’ve never heard of any problems that I can
           remember.
           BUYER [appearing unconvinced and looking at some papers
           on his desk with out glancing up]: I’ll let you know later what
           I plan to do. Thanks for dropping by.


    Women’s HealthCare                  Joseph Youssef
Sales Objections Analysis
Case 2
           You have been describing to a retail security officer and his
           boss a new security camera that your firm just introduced.
           The camera has tracking features that make it easier for
           security to review tapes.
           The security officer says, “I would really like that”
           The boss says, “Well, if it’s what you think we need, OK. How
           much does it cost?”
           At your reply, “This one is £ 2,498,”
           the boss exclaims, “For that little thing”
           Hint: Your competitor costs £ 1,500.



    Women’s HealthCare                  Joseph Youssef
Sales Objections
           Responding




Women’s HealthCare   Joseph Youssef
Sales Objections Responding

How can we respond to an objection ?


                       &

    Relax                          Listen
    To answer before listening is foolish and
                 shameful…
  Women’s HealthCare       Joseph Youssef
Sales Objections Responding
Why do we need to respond properly?




 The reality is that salespeople run into rejection in
 a day than most people have to absorb in weeks or
                        months.
  Women’s HealthCare            Joseph Youssef
Sales Objections Responding
Common methods for responding to objections




    Women’s HealthCare   Joseph Youssef
Sales Objections Responding
Rules in consideration
   Rule No 1
   • Relax and listen

   Rule No 2
   • Evaluate objections

   Rule No 3
   • No ideal response method

 Women’s HealthCare        Joseph Youssef
Sales Objections Responding
Common methods for responding to objections
       If the buyer makes a
         statement that is               Direct denial
                                         Indirect denial
                   , USE:

        If the buyer raises a            Compensation
                           or            Boomerang
                                         Feel – Felt – Found
                                         Pass by
                         USE:            Postpone

    Women’s HealthCare          Joseph Youssef
Sales Objections Responding
 1. Direct denial
 Form
  • Disagree + Evidence
Buyer:
“Your product’s quality is too
low.”
Response:
“ That simply is not true. Our
product has been rated as the
highest in the industry for the
last three years.”
    Women’s HealthCare            Joseph Youssef
Sales Objections Responding
 1. Direct denial
•No one likes to be told that he or
she is wrong.

•This will lead to confrontation.


                   Use when objection refers to
                something that is critical important.


    Women’s HealthCare         Joseph Youssef
Sales Objections Responding
 2. Indirect denial
  Form
    • Assure that the question is a good one + Evidence

Buyer:
“Your product’s quality is too low.”
Response:
“ That ‘s really an excellent question, and
allows me to clear up a misconception that
perhaps I’ve given to you. Actually, though,
our product has been rated as the highest
in the industry for the last three years.”

     Women’s HealthCare            Joseph Youssef
Sales Objections Responding
 3. Compensation
 Form

  • Admit + Benefit detailing
   (Optional)

Buyer:
“Your product’s quality is too low.”
Response:
“ I defiantly understand your concern.
However, It was designed that way in order
to be simple and less complex moreover
economic comparative to other competitor
products.
     Women’s HealthCare          Joseph Youssef
Sales Objections Responding
 3. Compensation

   Feature – Benefit           Cost effective
              Benefit 1
Feature 1
              Benefit 2

              Benefit 3
Feature 2
              Benefit 4
                                           Price objections

    Women’s HealthCare    Joseph Youssef
Sales Objections Responding
 4. Boomerang
   Form
    • Admit + Return objection into a reason for buying

Buyer:
“Your product’s quality is too low.”
Response:
“ The fact that the quality is lower than in other
products is probably the very reason you should
buy it. You said you have grandchildren, you just
need something simple and low-priced. This
product fills that need.

     Women’s HealthCare             Joseph Youssef
Sales Objections Responding
4. Boomerang

    It can appear




  Women’s HealthCare   Joseph Youssef
Sales Objections Responding
   5. Referral / Third party testimony method
   Form
   • Feel – Felt – Found

Buyer:
“Your product’s quality is too low.”
Response:
“ I can certainly understand how
you feel. Dr. Adel felt the same
way before he bought the product.
But after using it, he found the
quality was actually superior to
that of the others.”
      Women’s HealthCare               Joseph Youssef
Sales Objections Responding
5. Referral / Third party testimony method



         • Avoid extremes
         • Avoid unpleasant relations

• Third party permission
• References


  Women’s HealthCare       Joseph Youssef
Sales Objections Responding
   6. Postpone
  Form
   • Permission to answer later + Detailing

Buyer:
“Your product’s quality is too low.”
Response:
“ That’s an interesting point. Before
discussing fully, I would like to cover just
two things that I think will help you better
understand the product from a different
perspective. OK?”

      Women’s HealthCare             Joseph Youssef
Sales Objections Responding
     6. Postpone
  •Raise an objection in the early part of the sales interview
  • Should ask for permission
  •Some objection best to be answered when they occur

Never use it if the buyer insist to know the answer.
            Customer: what are the delivery schedules
Example




            for this product?
            Salesperson: I would really prefer to discuss
            that after we talk about our production line.
            Customer: No, I want to know now!
            Salesperson: Well, we deliver it within 72
            hrs.

          Women’s HealthCare                 Joseph Youssef
Sales Objections Responding
   7. Pass-up / Acknowledge
   Form
    • Acknowledge + [PAUSE] + Another topic


Buyer:
“Your product’s quality is too low.”
Response:
“ I understand your concern. You know one
of the things I always look for is how
product's quality stacks up against its cost.
[PAUSE] Now, we were talking about….”

      Women’s HealthCare             Joseph Youssef
Sales Objections Responding
 7. Pass-up / Acknowledge


             • Use rarely / sparingly
             • Use with FALSE objections

• Probing & clarify [ Acknowledge]
•PAUSE : 3 – 5 sec.

        • Experience is the key

    Women’s HealthCare        Joseph Youssef
Sales Objections Responding
                         Objections
         Analyze                                  Respond
Source                 Type                              Direct

     Need               Misunderstand                   Indirect

   Product                Drawback                  Compensation

     Firm                Skepticism                Feel - Felt - Found

     Price                                            Boomerang

     Time                                              Postpone

                                                        Pass-by

  Women’s HealthCare             Joseph Youssef
Sales Objections




                                    Author : Joseph Youssef

Women’s HealthCare     Joseph Youssef
Sales Objections Analysis




Joseph Youssef




   Women’s HealthCare   Joseph Youssef
Sales Objections




Women’s HealthCare     Joseph Youssef

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Sales Objections Linkedin

  • 1. Sales Objections Women’s HealthCare Joseph Youssef
  • 2. Sales Objections Analysis Women’s HealthCare Joseph Youssef
  • 3. Sales Objections Analysis What is an objection ? It’s a concern raised by the buyer provides a feedback about what is really in mind. Women’s HealthCare Joseph Youssef
  • 4. Sales Objections Analysis Why is it important to analyze objections? Objections Opportunities Women’s HealthCare Joseph Youssef
  • 5. Sales Objections Analysis Source Type Women’s HealthCare Joseph Youssef
  • 6. Sales Objections Analysis Need Product • I don’t not need the • I don’t like the product. product. • Your product makes too • I’ve never done it that much noise. way before. Firm Price Time • I don’t like your • I have no money • I’m just not interest company. • The value does not today. • I don't like you. exceed the cost. • I need time to think about it. Women’s HealthCare Joseph Youssef
  • 7. Sales Objections Analysis Misunderstanding Skepticism Drawback • The buyer believes in • The buyer doubt in • The buyer believes in a feature or defect the features or the a feature or defect which doesn’t exist. manuals. which exist. Women’s HealthCare Joseph Youssef
  • 8. Sales Objections Analysis Customer: Your Customer: Your Customer: I’m Example 2 Example 3 Example 1 product is low company supports travelling quality. Israel‘s economy. tomorrow. Hint: You know it’s Hint: You told him Hint: Your product from the top 5 in before that your needs 72 hrs for the market. company invest installation. money in Egypt only. Source: Source: Source: Product Firm Time Type: Type: Type: Misunderstanding Skepticism Drawback Women’s HealthCare Joseph Youssef
  • 9. Sales Objections Analysis Type Source • Need • Misunderstanding • Product • Drawback • Firm • Skepticism • Price • Time Women’s HealthCare Joseph Youssef
  • 10. Sales Objections Analysis Magi Green spent considerable time working with a Case 1 prospective buyer. She thought a good order would be forthcoming on her next call. A portion of her conversation with the buyer went as follows: BUYER: You know, I like what I hear about your copying machine. But how can I be sure it will be available on the days that we need it for our next project. MAGI: We’ve never had any real complaints before. I’m pretty sure they will be easily available and installed on time. BUYER: You are sure of that? MAGI: Well, I’ve never heard of any problems that I can remember. BUYER [appearing unconvinced and looking at some papers on his desk with out glancing up]: I’ll let you know later what I plan to do. Thanks for dropping by. Women’s HealthCare Joseph Youssef
  • 11. Sales Objections Analysis Case 2 You have been describing to a retail security officer and his boss a new security camera that your firm just introduced. The camera has tracking features that make it easier for security to review tapes. The security officer says, “I would really like that” The boss says, “Well, if it’s what you think we need, OK. How much does it cost?” At your reply, “This one is £ 2,498,” the boss exclaims, “For that little thing” Hint: Your competitor costs £ 1,500. Women’s HealthCare Joseph Youssef
  • 12. Sales Objections Responding Women’s HealthCare Joseph Youssef
  • 13. Sales Objections Responding How can we respond to an objection ? & Relax Listen To answer before listening is foolish and shameful… Women’s HealthCare Joseph Youssef
  • 14. Sales Objections Responding Why do we need to respond properly? The reality is that salespeople run into rejection in a day than most people have to absorb in weeks or months. Women’s HealthCare Joseph Youssef
  • 15. Sales Objections Responding Common methods for responding to objections Women’s HealthCare Joseph Youssef
  • 16. Sales Objections Responding Rules in consideration Rule No 1 • Relax and listen Rule No 2 • Evaluate objections Rule No 3 • No ideal response method Women’s HealthCare Joseph Youssef
  • 17. Sales Objections Responding Common methods for responding to objections If the buyer makes a statement that is Direct denial Indirect denial , USE: If the buyer raises a Compensation or Boomerang Feel – Felt – Found Pass by USE: Postpone Women’s HealthCare Joseph Youssef
  • 18. Sales Objections Responding 1. Direct denial Form • Disagree + Evidence Buyer: “Your product’s quality is too low.” Response: “ That simply is not true. Our product has been rated as the highest in the industry for the last three years.” Women’s HealthCare Joseph Youssef
  • 19. Sales Objections Responding 1. Direct denial •No one likes to be told that he or she is wrong. •This will lead to confrontation. Use when objection refers to something that is critical important. Women’s HealthCare Joseph Youssef
  • 20. Sales Objections Responding 2. Indirect denial Form • Assure that the question is a good one + Evidence Buyer: “Your product’s quality is too low.” Response: “ That ‘s really an excellent question, and allows me to clear up a misconception that perhaps I’ve given to you. Actually, though, our product has been rated as the highest in the industry for the last three years.” Women’s HealthCare Joseph Youssef
  • 21. Sales Objections Responding 3. Compensation Form • Admit + Benefit detailing (Optional) Buyer: “Your product’s quality is too low.” Response: “ I defiantly understand your concern. However, It was designed that way in order to be simple and less complex moreover economic comparative to other competitor products. Women’s HealthCare Joseph Youssef
  • 22. Sales Objections Responding 3. Compensation Feature – Benefit Cost effective Benefit 1 Feature 1 Benefit 2 Benefit 3 Feature 2 Benefit 4 Price objections Women’s HealthCare Joseph Youssef
  • 23. Sales Objections Responding 4. Boomerang Form • Admit + Return objection into a reason for buying Buyer: “Your product’s quality is too low.” Response: “ The fact that the quality is lower than in other products is probably the very reason you should buy it. You said you have grandchildren, you just need something simple and low-priced. This product fills that need. Women’s HealthCare Joseph Youssef
  • 24. Sales Objections Responding 4. Boomerang It can appear Women’s HealthCare Joseph Youssef
  • 25. Sales Objections Responding 5. Referral / Third party testimony method Form • Feel – Felt – Found Buyer: “Your product’s quality is too low.” Response: “ I can certainly understand how you feel. Dr. Adel felt the same way before he bought the product. But after using it, he found the quality was actually superior to that of the others.” Women’s HealthCare Joseph Youssef
  • 26. Sales Objections Responding 5. Referral / Third party testimony method • Avoid extremes • Avoid unpleasant relations • Third party permission • References Women’s HealthCare Joseph Youssef
  • 27. Sales Objections Responding 6. Postpone Form • Permission to answer later + Detailing Buyer: “Your product’s quality is too low.” Response: “ That’s an interesting point. Before discussing fully, I would like to cover just two things that I think will help you better understand the product from a different perspective. OK?” Women’s HealthCare Joseph Youssef
  • 28. Sales Objections Responding 6. Postpone •Raise an objection in the early part of the sales interview • Should ask for permission •Some objection best to be answered when they occur Never use it if the buyer insist to know the answer. Customer: what are the delivery schedules Example for this product? Salesperson: I would really prefer to discuss that after we talk about our production line. Customer: No, I want to know now! Salesperson: Well, we deliver it within 72 hrs. Women’s HealthCare Joseph Youssef
  • 29. Sales Objections Responding 7. Pass-up / Acknowledge Form • Acknowledge + [PAUSE] + Another topic Buyer: “Your product’s quality is too low.” Response: “ I understand your concern. You know one of the things I always look for is how product's quality stacks up against its cost. [PAUSE] Now, we were talking about….” Women’s HealthCare Joseph Youssef
  • 30. Sales Objections Responding 7. Pass-up / Acknowledge • Use rarely / sparingly • Use with FALSE objections • Probing & clarify [ Acknowledge] •PAUSE : 3 – 5 sec. • Experience is the key Women’s HealthCare Joseph Youssef
  • 31. Sales Objections Responding Objections Analyze Respond Source Type Direct Need Misunderstand Indirect Product Drawback Compensation Firm Skepticism Feel - Felt - Found Price Boomerang Time Postpone Pass-by Women’s HealthCare Joseph Youssef
  • 32. Sales Objections Author : Joseph Youssef Women’s HealthCare Joseph Youssef
  • 33. Sales Objections Analysis Joseph Youssef Women’s HealthCare Joseph Youssef