to

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Welcome to
Objection Handling
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What are Objections
Oxford Dictionary - 1 an expression of
disapproval or opposition. 2 the
action of challenging or disagreeing
An objection is anything that comes out of the
customers mouth, that in order to progress with
the conversation, must be addressed.
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• A statement usually saying that what we have is
  not for them

• A question objection can be a question and
  depending on the
• answer can turn the customer hot or cold

Hot
Cold
OR
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Welcome Objections
Smile
If you FEAR objections you will FUMBLE your
response which will lead to FAILURE in the sale.
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Basic Points to Consider

• Plan for objections

• Handle as they arise

• Be positive

• Listen (Let the customer finish)

• Understand

• Meet Objection

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5 Categories of Objections
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Hidden Objection
Customers who ask trivial, unimportant questions
or conceal their feelings by being silent have
hidden objections.

• What would it take to convince you?

• What causes you to say that?

• Lets consider this, suppose London Energy then
  you would
• consider it, wouldnt you?

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Stalling Objection
When a customer says Ill think it over or
Call me later, you must determine if the
statements are the truth or a smoke screen to
get rid of you.

• Ill think it over

• What are some of the issues you have to think
  about?

• Ive got to speak to my husband/wife/partner

• Of course you do!
• What are some of the things you want to talk
  about?

Positive Attitude
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No-Need Objection
Sounds good, but I dont need to change now
Happy with current supplier
Not interested now
These are some examples of the NO-NEED objection.
This is widely used because it politely gets
rid of you the salesperson.
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Money Objection
That costs too much!
Your price is too high!
Don't be afraid of price as an objection, be
ready for it!
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Product Objection
At times most customers will fear that the
product will not do what the salesperson tells
them, that it is not worth the time or energy to
switch, or that it costs too much for what it is.
Be Positive
Don't criticise
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Methods in overcoming Objections

• Feel, Felt, Found

• LRQIA

• 5 Question Method

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Feel, Felt, Found

• Feel shows empathy with customer it shows you
  understand
• how they feel.

• Felt shows customer that they are not alone in
  their way
• of thinking

• Found shows customer that there is a solution
  that others
• have experienced by taking
  your suggested method

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LRQIA

• L - Listen to the customer

• R - Restate the objection

• Q - Question

• I - Isolate

• A - Answer

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5 Question Method
Question 1 There must be some good reason why youre hesitating to go ahead now. Do you mind if I ask what it is?
Question 2 In addition to that, is there any other reason for not going ahead?
Question 3 Just supposing you could convince yourself that then youd want to go ahead with it, right?
Question 4 Then there must be some other reason. May I ask what it is?
Question 5 What would it take to convince you?
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What to do after meeting the objection.
Customer raises an objection
Response to objection
Use a trial close
Continue presentation
Close the sale
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Questions such as

• That clarifies the point, do you agree?

• Thats the answer youre looking for, isnt it?

• Does that answer your question?

The customer says no to the product, not to you!
If you dont ask, you dont get!
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Summary

• What are objections?

• Welcome Objections

• Basic Points to Consider

• 5 Categories of Objections

• Methods in overcoming objections

• What to do after meeting an objection

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A
Always
Be
B
C
Closing
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Thank you