Handling Customer Questions and Objections

1
Handling Customer Questions and Objections
2
Objection or Excuse?

• Objections - Honest reasons a customer has for
  not making a purchase.
• Excuses - Insincere reasons for not making a
  purchase.

3
Objections! A welcomed thing?

• Objections give you an opportunity to present
  more information about the product to the
  customer.

4
Common Objections

• Need - Is the desired product a want or a need?
• Product - Concern about construction, quality,
  size, appearance, or style.
• Source - Where the product is made, sold from,
  etc....

5
Common Objections

• Price - Is it truly within the customers price
  range?
• Time - Is the customer in the position to
  purchase the product now?

6
Handling Objections

• Listen - Let the customer talk!
• Acknowledge - Show you care about the customer.
• Restate - Paraphrase the objection in a different
  way to show you understand.
• Answer - Use the objection to further define the
  customers need.

7
Methods of Handling Objections

• Boomerang
• The objection comes back to the customer as a
  selling point.
• Do not sound like you are trying to outwit the
  customer.
• Use a friendly, helpful tone of voice.

8
Methods of Handling Objections

• Question
• Question the customer in order to learn more
  about the objections raised.
• Show courtesy and respect in order to keep the
  customer from becoming defensive.

9
Methods of Handling Objections

• Superior Point
• Acknowledge the objection yet offset them with
  other features and benefits.
• The customer is in a position to decide between
  the different features, thus seeing additional
  reasons for buying.

10
Methods of Handling Objections

• Direct Denial
• Used when the customer has misinformation or when
  the objections are in the form of a question.
• Back up the negative reply with proof and
  accurate facts.

11
Methods of Handling Objections

• Demonstration
• Illustrating one or more features of a good or
  service.
• Seeing is believing

12
Methods of Handling Objections

• Third Party
• Using a previous customer or a neutral person who
  can talk about the product.