Presentation on theme: "Responding To Objections"— Presentation transcript: 1 Responding To Objections Show
2 GOAL? Build relationships Sell Value 3 Why Do
Buyers Raise Objections? 4
Objections In The Sales Process 5 Objections in the Sales Process
6 Common Objections Some buyers object to make salespeople nervous 7 Objections Related to Needs 8
Objections Related To The Product 9 Objections Related To The Source 10 Objections Related To The Price
11 Objections Related To Time 12 Other Objections Examples I’m satisfied with the company I use now 13 Behaviors of Successful Salespeople 14 Preparing To Respond Develop A Positive
Attitude 15 Preparing to Respond Relax and Listen- Do Not Interrupt 16
Preparing to Respond Commit To Always Tell The Truth
17 Continued Evaluate Objections 18 19 Effective Response Methods
20 Effective Response Methods See Exhibit 10.5 – P.271 for examples
21 Direct Denial Objections based on incomplete or inaccurate information by the buyer Direct denial- the salesperson makes a relatively strong statement to indicate the error the prospect has
made Be cautious! Use when devastating to the presentation, however, don’t use when the objection is true or if it’s a mere statement of the prospects opinion 22 Indirect Denial The salesperson denies the objection but attempts to soften the response Be agreeable! Recognize and address concern, followed by an introduction of substantial evidence Don’t use if a valid point is made, or of merely opinion 23
Compensation Method Used to respond helpfully to objections by agreeing that the objection is valid, but then proceeding to show any compensating advantages Also known as superior benefit method, because the benefit of one attribute overcomes a concern about a less important attribute Used in response to such comments as, “I’m just going to think about it. I’ll be in touch with you later.”
24 Referral Method Sometimes called the Feel-Felt-Found Method 25 Revisit or Boomerang Method 26 Acknowledge or Pass-Up Method
27 Postpone Method The salesperson asks permission to answer the questions at a later time Generally seldom refuses if the sales rep appears to be acting in good faith Some
objections are best answered when they occur; others can be responded to most effectively by delaying the answer Frequently occurs when a price objection occurs early in the presentation 28 Using The Methods See text – pages 270-277
29 The Price Objection Price is the most frequently mentioned obstacle to obtaining commitment Only about 20% of buyers really buy just on price, but they use it as an
excuse Use Up-To-Date Information Keep up with the most current pricing information (Including competitors information) Establish The Value Determine the price a customer is willing to pay Sell value and quality rather than price
30 Continued Use Communication Tools Effectively 31
Dealing With Tough Customers 32 Questions? What is direct denial method?DIRECT DENIAL - This involves directly refuting or denying what the prospect has stated. It's considered a high-risk method, but in some cases what the prospect has stated or believes may be very wrong or mispreceived. In any case, if this misperception is left unaddressed, the prospect will probably not buy.
Which of the following is true of the direct and I'll method of responding to an objection?Which of the following is true of the direct denial method of responding to an objection? It should never be used if the prospect is merely stating an opinion.
Which of the following is an important feature of the indirect denial method of responding to objection?However, things have changed." Which of the following is an important feature of the indirect denial method of responding to objections? A. Salespeople recognize the position of the customer who makes an objection and then continue by introducing substantial evidence.
What is an example of direct denial?The direct denial method often occurs in response to buyer concerns that reflect falsehoods. For instance, a buyer might say "I like your product, but someone at Company X said you have poor service." Naturally, it is easier to deny this statement if you have proof that it is untrue.
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