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The document outlines a 5-step process for handling objections from customers during a sales interaction: 1) Listen to the customer's objection without interrupting, 2) Ask open-ended questions to understand the concern, 3) Consider the best approach to addressing the objection, 4) Address the objection using an appropriate objection handling method, 5) Check that the objection has been resolved and seek any other concerns. Objections often stem from concerns about needs, price, features, timing or lack of trust between the parties. Effective objection handling is important for moving a sale forward.

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Apoorv Nigam
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47 views2 pages

Sales

The document outlines a 5-step process for handling objections from customers during a sales interaction: 1) Listen to the customer's objection without interrupting, 2) Ask open-ended questions to understand the concern, 3) Consider the best approach to addressing the objection, 4) Address the objection using an appropriate objection handling method, 5) Check that the objection has been resolved and seek any other concerns. Objections often stem from concerns about needs, price, features, timing or lack of trust between the parties. Effective objection handling is important for moving a sale forward.

Uploaded by

Apoorv Nigam
Copyright
© Attribution Non-Commercial (BY-NC)
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as DOCX, PDF, TXT or read online on Scribd
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When a sales person demonstrates a feature, talks about a benefit or uses a sales closing

technique, their customer may well respond in the negative sense, giving excuses or
otherwise heading away from the sale. The response to this is to handle these objections.
This is 'objection-handling'.

Objection-handling process
 
Disciplines > Sales >  Objection-handling > Objection-handling process
Listen | Question | Think | Handle | Check | See also
 
This is an overall process to handle objections. See the objection-handling page for a list
of methods for the detail of handling objections.

1. Listen
Stop! Do not try to jump in at the beginning - this may cause further objection. When you
interrupt them, you are objecting to their objection. If you refuse to listen, then their next
steps may well be towards the door.
Use active listening methods, nodding and physically showing interest.
They are trying to tell you something that will help you sell to them, which is a gift from
them to you. If you do not listen, then their next step may well be towards the door.

2. Question
As appropriate, ask some questions. This not only shows you are interested in them, but it
also gives you more information with which to make the sale. As you question them,
watch carefully for body language that gives you more information about what they are
thinking and feeling.
Remember that this is not an interrogation, and that giving them the 'third degree' will
turn them off. So keep your questions light and relevant.
You might also tip the bucket at this time, asking them if there are any more concerns
(=objections) that they have, and which, if you can resolve them, you might gain a close.
It is not always necessary to ask questions. Be deliberate about what you are doing if you
do.

3. Think
Now before you dive into objection-handling, think! What methods will work best with
them? Should you take a direct and confrontational approach or should you use the soft-
soap to finesse the situation? Or maybe you should put it off to another day (but only if
you can be sure that you can return to the selling situation).
Thinking is a good thing where you are adding a little pause into the proceedings, thus
demonstrating how you are taking their objection seriously.

4. Handle
This stage may sometimes only be a few seconds after they object or it may require more
time in the previous three steps. Now, when you are ready, use the objection-handling
method that you believe will work best. Or make up your own. You are under no obligation
to try and force-fit a method where it is unlikely to work.

5. Check
Finally, check to find out whether your objection-handling worked! Ask if you have
answered their question. Ask if there are any more concerns. As necessary, handle
outstanding objections.
People object based on need (‘I have one of those already'), price (‘this costs too much'), features (‘the
guarantee is for 6 months only'), time (‘I need to think about it') and a thousand different ones. To handle
objections, salesmen must understand why do people object? It's because objection is in the basic human
nature. We tend to object whenever we are dealing with someone we don't trust, which is only natural,
especially when two people are dealing for the first time. Moreover, no product is perfect (as a salesman,
you should never try to hide it). So even if you are being honest, the prospect cannot be sure that he will
not encounter a loss.

Read more: http://www.articlesbase.com/sales-articles/sales-skills-in-objection-handling-


2555522.html#ixzz15WUngW9K
Under Creative Commons License: Attribution

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