A Review of Handling Objections

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A Review of Handling Objections

• From the Lane Report, August 2003.
• Sales Barriers
• Handling obstacles is all about perspective
• By Jeffery Gitomer

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Traditional Training(the Lane Report continued)

• when a barrier occurs, you have to overcome it
  to make the sale.
• Gitomer says, Wrong, so wrong.
• Dont bang you head against the wall. Look at it
  from the customer's perspective.
• unless the customer has an imminent need for
  your stuff, theyre going to be___________________
  ____________.

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EVERY customer and prospect wants

• Value to their business
• More income, more sales
• No ___________
• Answers to their major issues
• More leads, customers, sales

• Something to
• ________________
• Greater productivity
• No ___________
• No mistakes
• ______________
• Profit
• ______________

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The Game Plan

• ID customers burning issues (through probing).
• Start your presentation addressing customer
  issues
• ________________________.
• Create a dialogue that gets the customer to
• ______________________________.
• Walk away with a sale.

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Gitomers Conclusion

• Customers will NEVER object to
  __________________________
• Customers will NEVER object to ___________________
  _______
• Customers will NEVER object to
  __________________________
• The secret is not to overcome objections, the
  secret is to
• _________________________________

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Turning Around a Sales Objection

• By
• Art Siegel
• http//www.salesmba.com/articles1/ssob01.htm

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Sales Objection 1 Stall/Deferred Decision "I
Need To Think It Over"

• Resists
• _____________________________.
• Wants to slow down and be thorough
• The risk is she/he will begin to
• _____________________________.
• The greater chance prospect will turn to
• _____________________________.
• Your best response is
• _____________________________.
• the prospect think it over

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Sales Objection 1 Stall/Deferred Decision "I
Need To Think It Over"

• Customer I need to give this some thought before
  I decide.
• Salesperson That makes a lot of sense. Your
  advertising is important and you want to make
  sure the decision you reach is good for your
  business. What factors are you going to consider
  as part of your decision?
• Get the prospect to voice the issues which remain
  unresolved.
• Two things are likely to happen
• They will realize there is
• _________________________
• They will raise new questions that
• _________________________

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Sales Objection 2 I'll Have To Take A Look At
The Numbers

• Customer Well, I'll have to take a look at the
  numbers and get back to you.
• Salesperson Definitely. The numbers have to work
  for you. After all, this is a business decision
  and you have to make sure it is cost-justified.
• Customer That's the way I always try to do it.
• Salesperson Mr. Wilson, I have a lot of
  experience helping businesses analyze advertising
  costs and paybacks, and I would be happy to help
  you with your analysis. The best place to start
  is usually with the value of a new customer. How
  much would you estimate the average new customer
  would spend with your business over the next
  year?

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Sales Objection 2 I'll Have To Take A Look At
The Numbers

• Little clarification is needed
• . You dont want the prospect to
• _____________________________________
• Offer to help
• Before the prospect can say yes or no,
• _____________________________________
• If the answers is a number, you are beginning to
  help him with the analysis.
• If he doesnt want your help still - move to
• _____________________________________.
• Adds a limit on how long the prospect will think
  about it and helps prevent him from forgetting
  about it altogether.

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Sales Objection 3 I'm Not Interested

• This is a standard brush-off objection used by
  many decision makers. It will come up most often
  on cold calls. It simply means they
• __________________________________________________
  _____________.
• When you hear this objection, your first response
  should be
• ________________________________

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Sales Objection 3 I'm Not Interested

• Customer I'm not interested.
• Salesperson Oh, really? Why not?
• Customer I looked into a similar thing from one
  of your competitors a while back and determined
  it wasn't right for our business.
• Salesperson Do you recall why their program was
  not right for your business?

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Sales Objection 3 I'm Not Interested

• At this point you have no idea who the competitor
  was, what exactly they were offering, whether
  they presented it competently, or what the
  prospect did not like about it. However, you
  succeeded in getting your prospect to start
  talking to you. Now you are in a position to
• ____________________________________.
• When a prospect says he is not interested, it
  will usually take you several questions to get to
  the bottom of his concern. Then you can
• ____________________________________.

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Sales Objection 4 It's Not Appropriate For My
Business

• Maybe true and maybe not. Most likely, the
  prospect just doesn't know enough about the new
  product to see how it fits into his business.
• Customer I think it would be insulting for my
  customers to go to the movies to relax and then
  have to look at my advertising.
• Salesperson I'm glad to hear you say that,
  because I agree completely. That's why I would
  suggest a very special type of slide campaign for
  you.
• Customer Such as what?
• Salesperson I know that your company does a
  great deal of public service work in the
  community. What you might want to consider is a
  public service announcement slide that asks
  people to contribute or become active with one of
  those organizations. The slide would have that
  message, a photo of the people who are being
  helped, plus your logo to add credibility to the
  appeal.

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Sales Objection 4 It's Not Appropriate For My
Business

• Since the objection needed little clarification,
  the salesperson did not respond with a question.
• Instead, he turned the negative into a positive
  by
• _____________________________________,
• Then he paused in his response, causing the
  prospect to ask "Such as what?
• Always use pauses like this to keep your prospect
  involved in the conversation.

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Sales Objection 5 I Think I Will Go With Your
Competitor

• Customer I like the idea, but I think I will go
  with your competitor, Large-Screen Entertainment.
  
• Salesperson What is it about Large Screen that
  appeals to you?
• This sales rep knows that it won't work to knock
  the competition, so she asks the customer to
• ______________________________________.
• Once she knows the customer's perception of the
  competitor's advantages, she will now how to
  frame her response.

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Sales Objection 6 What If You Go Out Of
Business?

• Customer I have heard about fly-by-night
  operators in this business. What happens if you
  go out of business or you don't deliver my slides
  to the theater?  
• Salesperson That's extremely unlikely to happen.
  We are a national company with customers
  throughout the U.S. and Canada. But it is a fair
  question. You need to know that your advertising
  dollars are not wasted. Since we, like any other
  company you buy from, can't prove conclusively
  that we will be in business in the future, what
  could we do to make you comfortable that you
  won't lose your money if you go with us?
• Customer Well, I suppose it really isn't that
  likely that you will go out of business. I mostly
  wanted to hear how you responded. And I can pay
  for this on a quarterly basis, right?
• Salesperson Absolutely, so your financial risk
  is always minimal.
• By forcing the prospect to assess the maximum
  downside risk, this salesperson made the prospect
  realize that his objection was
• ___________________.

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RememberOBJECTIONS ARE A GOOD THING!Turning
Around a Sales Objection By Art Siegel

• THE
• END