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It’s a MSC3508 Personal &

©2021.MSC3402. Media Relations & Publicity Effectiveness.

Relationship Selling
Handling the Objections
Session 6
for internal use only

Nike Putri Yunandika

[email protected]
Lesson Plan
Generating Qualifying Knowledge
leads prospects acquisition

Sales Handling
sales closing
presentation objection

follow up

The Personal Selling Steps

 HANDLING
OBJECTION 5 CATEGORIES OF OBJECTION
1. WAKTU

“Kelamaan. Waktunya gak pas. Ah pasti ribet…”

2. UANG

“Mahal, ga masuk budget, di sono lebih murah.”

3. ORANG LAIN

“Tanya istri dulu. Ga dikasi izin sama

bos.”
4. TAKUT

“Yang bener? Ah nanti ga kayak di iklan. Boong.”

5. MALU

“Sebetulnya saya terpaksa. Saya bisa sendiri

kok.”
IN SHORT, 3 REASONS WHY PEOPLE SAY NO TO YOU:
THEY DON’T TRUST THEMSELVES; THEY DON’T TRUST YOU; OR THEY DON’T WANT TO DECIDE.
Watt, D. (2021). Selling Through the Screen: Mastering the art of connecting, communicating, and closing the sale virtually. Sierra Vista, AZ: Jetlaunch Publishing

PERSONAL & RELATIONSHIP SELLING – UNIVERSITAS MULTIMEDIA NUSANTARA

 HANDLING
OBJECTION 7 HANDLING OBJECTION TECHNIQUES
“CARA ENAK RESPON BANTAHAN MEREKA GIMANA?”
1 2 3 4
LISTEN AND DO NOT AGREE AND THE STRAIGHT QUESTION THE
INTERRUPT COUNTER DENIAL OBJECTION

THE “YES… BUT” TECHNIQUE. QUESTION SPECIFIC POINTS

SALESPERSON WHO
FOR MORE EXPERT BUYER, ABOUT THE OBJECTION TO
INTERRUPTS  THINK THE A RISKY STRATEGY SINCE IT
BE MORE SUBTLE: CLARIFY WHAT’S THE REAL
OBJECTION IS WRONG; WOULD RESULT TO A KIND OF
“THAT’S RIGHT / I ISSUE. IT MAY HELPS THE
TRIVIAL/NOT IMPORTANT; AND ANTAGONISM, THAT YOU ARE
UNDERSTAND / SOMEBODY CUSTOMER TO REALIZE THE
IS NOT WORTH THE TIME TO THE BAD GUY.
SAID THAT, HOWEVER / THAT’S OBJECTION IS TRIVIAL/NOT
BE FINISHED.
WHY…” IMPORTANT.

TIPS:
LISTEN PROPERLY. TIPS: TIPS:
THE BUYER WILL RESPECT USE REFERENCE SELLING TIPS: YOU CAN ALSO USE THIS TO
YOU FOR THAT, FIRST. TACTIC (FORMER BUYER USE IT WHEN BUYER IS ENSURE THAT YOU
POSITIVE EXPERIENCE), CLEARLY SEEKING FACTUAL ADDRESS THEIR CONCERN
YOU WILL ALSO GET ESPECIALLY FROM PUBLIC INFORMATION. CORRECTLY BEFORE
CLARITY ABOUT THEIR FIGURE / EXPERT. RESPONDING.
CONCERN.

Jobber, D., Lancaster, G., & Meunier-FitzHugh, K.L. (2018). Selling and Sales Management (11th ed.) (pp. 216-220). Harlow, UK: Pearson

PERSONAL & RELATIONSHIP SELLING – UNIVERSITAS MULTIMEDIA NUSANTARA

 HANDLING
OBJECTION 7 HANDLING OBJECTION TECHNIQUES
“CARA ENAK RESPON BANTAHAN MEREKA GIMANA?”
5 6 7
TURN THE
FORESTALL THE
OBJECTION INTO HIDDEN OBJECTIONS
OBJECTION
A TRIAL CLOSE
TRY TO CLOSE THE SALE NOT ALL PROSPECT STATE
ANTICIPATE THE OBJECTION WITHOUT PREJUDICE OF THEIR OBJECTIONS. WHY?
BY INCLUDING THEM IN YOUR REFUSAL. IT HAS TO BE THEY DON’T WANT TO
PRESENTATION. IT CAN BE PERFECTLY TIMED WITH A PROLONG THE PRESENTATION
PLANNED TO BE DISPENSED CONSIDERABLE JUDGEMENT. OR IT’S SENSITIVE FOR THEM.
ACCORDINGLY. USE IT IF YOU JUDGE THAT ONLY SO? ASK POLITELY, DON’T
ONE OBJECTION REMAINS. RUSH THEM.

TIPS: TIPS: TIPS:

BEWARE OF TWO THINGS: NEGOTIATE WHEN YOU USE IF THEY STILL DON’T TALK,
(1) CUSTOMER MAY NOT THIS TECHNIQUE, E.G. SECOND-GUESS AND
ADDRESS THE
MENTIONED OBJECTIVE. “IF I CAN PROVIDE (1) SUGGEST IT TO THEM,
(2) CUSTOMER MAY SOLUTION FOR THAT ONE OR (2) PROVIDE THE
CONSIDER THIS AS SELF- PROBLEM, WOULD YOU SOLUTIONS BEFORE THEY
DEFEND. PLACE THE ORDER?” CONFIRM THEM.

Jobber, D., Lancaster, G., & Meunier-FitzHugh, K.L. (2018). Selling and Sales Management (11th ed.) (pp. 216-220). Harlow, UK: Pearson

PERSONAL & RELATIONSHIP SELLING – UNIVERSITAS MULTIMEDIA NUSANTARA

Finding the needs of consumer (selling apartment)

The common rejection:

“ Sertifikat ngga jelas”

“Status kepemilikan terbatas,

hanya 30 tahun”

“ Ngga nginjek tanah”

“ Takut gempa”

“ Takut Kebakaran”
6
 Finding the needs of consumer (selling apartment)
The common rejection:

“ Ngga perlu, enakan di rumah”

“ Males rame-rame,
enakan sendiri, punya
privacy”

7
Finding the needs of consumer
(selling apartment)

“ kami sangat mengerti dengan concern

bapak/ibu”

“ bagaimana kalau bapak ibu beli buat

investasi?”

“ bagaimana kalau buat tempat

staycation?”
Finding the needs of consumer
(selling apartment)

“ kami sangat mengerti dengan concern

bapak/ibu”

“ bagaimana kalau buat tempat shelter

dari banjir atau mati listrik?”
 Findingthe
Finding theneeds
needsofofconsumer
consumer
(selling apartment)
Selling Insurance

“Asuransi jiwa mahal”

“Uang tidak kembali, Rugi”

“Mending di investasikan”

“Ribet Claim-nya”

“Angka klaim tidak sesuai

ekspektasi”
10
 CLOSING
THE SALE 6 WAYS CLOSING THE SALE
“CARA ENAK NANYA JADI BELI ENGGAKNYA GIMANA?”

1. SIMPLY ASK FOR ORDER 4. THE ASSUMPTIVE CLOSE

THE KEY: KEEP SILENT AFTER ASKING. ASSUMING IT WILL BE A YES; YOU
NO RESPOND? CONTINUE TALKING. DIRECTLY ASK ABOUT THE DETAIL.

“JADI, BOLEH SAYA MASUKIN ORDERNYA BU?” “JADI, MAU BELI SATU ATAU DUA, PAK?”
“APA BAPAK MAU BELI?” “NAH, LEBIH SUKA PUTIH ATAU PINK, BU?”

2. SUMMARIZE & ASK FOR ORDER 5. THE OBJECTION CLOSE

SUMMARY IMPLIES IT IS THE MOMENT YOU BARGAIN IF IT IS A YES, YOU HELP
FOR THE PROSPECT TO DECIDE. TO OVERCOME THE OBJECTION.

“JADI, KITA SEPAKAT RUMAH INI COCOK UNTUK “KALAU SAYA BISA BANTU NEGO DP-NYA KE
KEBUTUHAN IBU. MAU DEAL SEKARANG, BU?” BOS SAYA, IBU DEAL SEKARANG?”

3. THE CONCESSION CLOSE 6. ACTION AGREEMENT

KEEP ONE CONCESSION IN RESERVE AGREEING TO A BUY DO STH BEFORE
FOR FINAL PUSH TOWARDS THE DEAL. NEXT MEETING. COMMON IN B2B.

“KALAU IBU BELI SEKARANG, SAYA BANTU “BAIK, MINGGU DEPAN SAYA BAWAKAN SEMUA
USAHAKAN DISKON 10% TAMBAHAN, BU!” SAMPLE DAN WARNA YANG IBU MAU.”

Jobber, D., Lancaster, G., & Meunier-FitzHugh, K.L. (2018). Selling and Sales Management (11th ed.) (pp. 222-225). Harlow, UK: Pearson

PERSONAL & RELATIONSHIP SELLING – UNIVERSITAS MULTIMEDIA NUSANTARA

LET’S PLAY A
GAME!
Tugas Kelompok: Handling Objection
Secara berkelompok, kalian merupakan perwakilan dari tim Marketing sebuah brand.
Setelah melakukan presentasi mengenai product dan service knowledge, kalian menghadapi objection dari customer/client yang
kalian temui.
Customer/client tersebut mengemukakan berbagai objection. Sebagai timMarketing yang
juga bertanggung jawab memerankan Personal Selling, hadapilah objection tersebut dengan sepenuh hati. Terapkan langkah-
langkahdalam menghadapi objection tersebut secara langsung.

Role presentasi:
• Pilih sebuah brand atau organisasi yang kalian wakilkan
• Customer/client dapat diperankan oleh dosen atau salah satu anggota dalamkelompok (pilih salah satu)
• Objection dapat berupa kendala produk, waktu, finansial, orang lain, takut, malu, atau kombinasi dari beberapa hal tersebut
• Siapkan beberapa dokumen atau data
yang dapat memperkuat argumen kalian dalam menanggapi objection atau dapat membantu meyakinkancustomer/client
kalian, seperti (bukti legalitas usaha, sertifikasi produk, publikasi, dsb)
• Durasi role-playing masing-masing kelompok adalah 10 menit, dilanjutkandengan masukan dari dosen selama 5 menit
Tugas Kelompok: Handling Objection
Pilihan Brand:
• SayurBox
• Kampus UMN
• Shopee Pay Later
• Mitra10
• Meikarta (Apartment)

Poin Penilaian:
• Kesesuaian dalam menerapkan langkah-langkah handling objection
• Kesesuaian dalam menanggapi objection
• Kesesuiaan dalam berkomunikasi
©2021.MSC3402. Media Relations & Publicity Effectiveness.
for internal use only

Thank you!