Chp 12 Prospects Objections ppt
Transcript of Chp 12 Prospects Objections ppt
12-112-1McGraw-Hill/Irwin Copyright © 2009 by The McGraw-Hill Companies, Inc. All rights reserved.
Welcome Your Prospect’s Objections
Chapter12
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Welcome Objections!
Accept objections as a challenge People do not want to be taken
advantage of Learn to overcome objections
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What are Objections?
Opposition or resistance to information or the salesperson’s request is an objection
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Prospect may object any time during sales call
Always be ready to handle a prospect’s objections
When Do Prospects Object?
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Objections and the Sales Process
Objections can occur at any time When objections occur, quickly
determine what to do
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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
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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
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Practical vs. Psychological
PracticalPriceProduct not neededProspect has overstockDelivery schedules
PsychologicalResistance to $$Pre-determined beliefsNegative image of company/sales force
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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
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Categories of Objections
No-Need Objection I’m not interestedThanks for coming byP. 379
Money ObjectionCosts too much/price too highPrice Value Formula
Price/Value = Cost
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Categories of Objections
Product ObjectionRisks/competition
Source ObjectionMay not like you or your company
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Exhibit 12.7: Techniques for Meeting Objections
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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)
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Techniques for Meeting Objections
Postponing: sometimes necessary Boomerang: send it back Smoke out objections
Five-question sequence (Exhibit 12-10)
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Exhibit 12.10: Five-Question Sequence for the Smoke-Out
Back to 12-23
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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
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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
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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
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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?”
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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
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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.
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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)
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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
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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
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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
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If After You Meet the Objection You Received a Positive Response to Your Trial Close, What
Would You Do?
Approach
Presentation
Trial Close
Determine Objections
Meet Objections
Trial Close
CloseCloseCloseCloseCloseCloseCloseCloseCloseCloseCloseCloseCloseCloseCloseClose
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If After Your Presentation You Received a Negative
Response to Your Trial Close, What Would You Do?
Approach
Presentation
Trial Close
Determine Objections
Meet Objections
Trial Close
Close
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Approach
Presentation
Trial Close
Determine Objections
Meet Objections
Trial Close
Close
If After You Meet the Objection You Received a Negative Response to Your Trial Close, What
Would You Do?