Handling Objections

What is an Objection ?

Anything a customer says or does that is an Obstacle to a Smooth Closing.

It is a Clear Signal that you have more work to do in the Selling Process. Any form of communication that means No when you ask for the Sale. .

Objections

Understand the What & Why of the

Objection

Most of the time they are Different !

Why Customers Object ?

Why Customers Object ?

They misunderstand They dont trust you You havent uncovered any real needs They dont see that your product will help them They dont see that they need to act now and many more..

Why Customers Object ?

1. Lack of perceived Value in the product or service 2. Lack of perceived Urgency in purchasing 3. Perception of inferiority to a Competitor 4. Personal issue with the Customers 5. Initiative first taken by a Competitor 6. It's Safer to do Nothing perception

How to Handle

Customers Objection?
Lack of perceived Value in the product or service Identify where no value is seen
Lack of perceived Urgency in purchasing Identify why they dont want the solution today Perception of Inferiority to a Competitor Verify that it is their only objection Work around it & emphasize on other benefits

How to Handle

Customers Objection?
Personal issue with the Customer
Rarely happens, can be an excuse

Initiative with a Competitor

Find a new initiative

It's Safer to do Nothing perception

Lack of benefit & inherent risk of problems in recommending a Change

You need to arrange & give more relevant information

Benefits of Objections
GOLDEN OPPORTUNITY

GRAB IT !

Types of Objections
Real & Unreal Objections Unspoken Objections Price Objections Doubts & Misconception resulting in Objections Prestige Objections Subjective Objections Indifference Objections Last Effort Objections. Limitations resulting in Objections

How do we handle these ?

Solution to Objections
Real & Unreal Objections - Probing Unspoken Objections - Probing & Find out the hidden agenda Price Objections - Increase Value by sharing Product Benefits Doubts & Misconception resulting in Objections -Provide Proof & Evidence (Give 3rd party reference ,Journal, Clinical trials ,KOL Opinion etc.) Prestige Objections - Raise the Ego & Delink the Objection & take third party support without hurting his / her ego. Subjective Objections - Provide Proof & Evidence/ Demonstrate Indifference Objections - Provide Proof, Evidence & Create interest Last Effort Objections.- Push him make a decision then & there Limitations resulting in Objections - Draw a Bigger Picture

Technique of Handling Objections S L U S A C

Technique of Handling Angry Customers

S L U S A C

Benefits of Effective Objection Handling ?

Mind Share

Rx Share

Heart Share