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Module 11 Sales Management

The document discusses handling objections in sales, defining objections as disapprovals from prospects that can indicate various reactions, including interest or excuses not to buy. It categorizes objections into physical and psychological types, providing examples and ethical considerations for salespeople. Additionally, it outlines techniques to overcome objections, such as asking specific questions, providing proof, and relating products to the prospect's motives.

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25 views6 pages

Module 11 Sales Management

The document discusses handling objections in sales, defining objections as disapprovals from prospects that can indicate various reactions, including interest or excuses not to buy. It categorizes objections into physical and psychological types, providing examples and ethical considerations for salespeople. Additionally, it outlines techniques to overcome objections, such as asking specific questions, providing proof, and relating products to the prospect's motives.

Uploaded by

borakewhitefeet
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
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Download as PPTX, PDF, TXT or read online on Scribd
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HANDLING

OBJECTIONS
MODULE 11
OBJECTIONS
Objections are dislike/ disapprovals from a prospect’s side that stops a
sale from moving forward.
OBJECTIONS CAN MEAN THE FOLLOWING TO THE SALESPERSON:
Indicates the prospect’s reactions
An excuse to get rid of the salesperson
A sign of interest
Lack of knowledge
It can be an excuse not to buy
TYPES OF OBJECTIONS
1. Physical objections
a) Money and price objections- money objection means the prospect does not have the money to buy
the product. The salesperson has an ethical responsibility not to sell products or services to people
who cannot afford them.
Price objection- the prospect might have money to pay for the product but he feels the price is too high.
The salesperson should:
 Lower the price if it is within his power to do so and so encourage the sale
 Arrange credit facilities for customer so that he can: ( pay the purchase price in instalments, purchase on
lay by, buy now pay the first instalment after three months)
b) Inconvenience
c) No need-simply means the prospect does not need your product. For example, I have just bought
one.
d) Wrong time-it can be an excuse to postpone the sales for any of the psychological reasons or it could
really be the wrong time for the prospect. Example, I don’t have time to see you now or contact me again
in about 3 months.
CONTINUE…..
e) Other obligations- as people cannot buy everything they are offered, every
person has a list of preferred purchases, according to Maslow's hierarchy of
needs.
2. Psychological objections- refer to the prospect’s thought processes; how he
feels, his attitudes, values and personality. Everyone sees things differently.
a. Prejudice- are a block that can influence the sales presentation negatively. It
is the salesperson’s task to recognize these prejudices and to handle them
tactfully.
The following will help the salesperson overcome prejudices:
*show the prospect that you respect his view
*do not try to overcome prejudice with an argument
*ignore it if at all possible
CONTINUE….
b) Ignorance (lack of knowledge)- the salesperson must convey
additional information, but he must do it very carefully because the
prospect does not want to seem uninformed or ignorant.
c) Fear
d) Self actualisation
e) Indecision-sometimes a prospect is indecisive and cannot make up
his mind as to whether or not buy the product
TECHNIQUES TO OVERCOME
OBJECTIONS
a) Ask more specific questions
b) Convert the objection into an advantage-the prospect may say, the price is too high. I can get it
cheaper elsewhere.
c) Provide proof
d) Agree and qualify (yes, but technique)- people do not like to be proved wrong . With this
technique, the salesperson agrees with the prospect.
e) Provide more information
f) Overcome with agreement
g) Compare product or services
h) Show the prospect what delay could cost
i) Relate the product to the prospect’s buying motives
j) Limit objections- by providing as much information as possible during the presentation,
ensuring that the prospect understands and agrees, objections will be kept to a minimum.

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