chp 12 prospects objections ppt

Welcome Your Prospect’s Objections

Chapter12

12-3

Welcome Objections!

Accept objections as a challenge People do not want to be taken

advantage of Learn to overcome objections

12-4

What are Objections?

Opposition or resistance to information or the salesperson’s request is an objection

12-5

Prospect may object any time during sales call

Always be ready to handle a prospect’s objections

When Do Prospects Object?

12-6

Objections and the Sales Process

Objections can occur at any time When objections occur, quickly

determine what to do

12-7

Basic Points to Consider in Meeting Objections

Plan for objections Anticipate objection before it arises Handle objections as they arise –

postponement may cause a negative mental picture or reaction

Be positive Listen – hear them out

12-8

Basic Points to Consider in Meeting Objections, cont…

Understand objectionsRequest for informationA condition (negotiation can overcome a

condition)Major or minor objectionPractical or psychological objection

12-9

Practical vs. Psychological

PracticalPriceProduct not neededProspect has overstockDelivery schedules

PsychologicalResistance to $$Pre-determined beliefsNegative image of company/sales force

12-10

Categories of Objections

HiddenUnwilling to discuss true objectionsAsk probing questions

Stalling I’ll think it over I’ll be ready to buy later this monthP. 377

12-11


No-Need Objection I’m not interestedThanks for coming byP. 379

Money ObjectionCosts too much/price too highPrice Value Formula

Price/Value = Cost

12-12


Product ObjectionRisks/competition

Source ObjectionMay not like you or your company

12-13

Exhibit 12.7: Techniques for Meeting Objections

12-14

Techniques for Meeting Objections

Dodge: neither denies, answers, nor ignores

Pass up: seasoned salesperson Rephrase: ‘Active listening’ an objection

as a question (Exhibit 12-8)

12-15

Techniques for Meeting Objections

Postponing: sometimes necessary Boomerang: send it back Smoke out objections

Five-question sequence (Exhibit 12-10)

12-16

Exhibit 12.10: Five-Question Sequence for the Smoke-Out

Back to 12-23

12-17

Techniques for Meeting Objections, when they are

incorrect…. Use direct denial tactfully The indirect denial works

‘I agree’ ‘Yes’

Compensation/counterbalance methodShow the benefits/value in profits

Third party answerProof of testimony

12-18

Let’s Review! When Is It Time to Use a Trial Close?

After making a strong selling point in the presentation

After the presentation but before the close

After answering an objection Immediately before you move to close

the sale

12-19

Let’s Review! What Does the Trial Close Allow You to Determine?

Whether the prospect likes your product’s FAB – the strong selling point

Whether you have successfully answered the objection

Whether any objections remain Whether the prospect is ready for you

to close the sale

12-20

What is an Example of a Trial Close Used to Respond to an Objection?

“Does that answer your question?” “With that question out of the way, we

can go ahead – don’t you think?”

12-21

Once You Have Satisfactorily Responded to the Objection, What Should You Do

Next?* Make a smooth transition back into your

presentation “As we were discussing…”

Move to close the sale if you have completed your presentation

Move to close again if objection was after a close

12-22

If you Cannot Overcome the Objection, What

Are Three Alternatives to Consider? (#1) Return to presentation concentrating on

new or previously discussed FABs of your project.

12-23

If you Cannot Overcome the Objection, What Are Three Alternatives to

Consider? (#2) Admit it Compensate for it by showing how your

product’s benefit(s) outweigh the disadvantage(s)

12-24

If You Cannot Overcome the Objection, What Are Three Alternatives to Consider

(#3) If 100% sure the customer will not buy

Go ahead and closeAlways ask for the orderAllow the buyer to say “no” – don’t say it

yourselfYour competitor(s) may not be able to

overcome the objection(s) either A competitor may make the sale because he/she

asked for it

Be professional, not pushy Leave the door open for a return visit

12-25

Exhibit 12.12: The Procedure to Follow when a Prospect Raises an

Objection

Prospect raises an objection

Prospect raises an objection

Response to the objection

Response to the objection Use a trial closeUse a trial close

Move into your presentation

Move into your presentation

Close the saleClose the sale

12-26

If After Your Presentation You Received a Positive

Response to Your Trial Close, What Would You Do?

Approach

Presentation

Trial Close

Determine Objections

Meet Objections

Trial Close

Close

12-27

If After You Meet the Objection You Received a Positive Response to Your Trial Close, What

Would You Do?

Approach

Presentation

Trial Close


Meet Objections

Trial Close

CloseCloseCloseCloseCloseCloseCloseCloseCloseCloseCloseCloseCloseCloseCloseClose

12-28

If After Your Presentation You Received a Negative

Response to Your Trial Close, What Would You Do?

Approach

Presentation

Trial Close


Meet Objections

Trial Close

Close

12-29

Approach

Presentation

Trial Close


Meet Objections

Trial Close

Close

If After You Meet the Objection You Received a Negative Response to Your Trial Close, What

Would You Do?

chp 12 prospects objections ppt

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