12-1 Exhibit 12-1: When Objections Occur, Quickly Determine What To Do Prospecting Preapproach Follow-up & Service Approach Presentation Trial Close Determine.

12-1

Exhibit 12-1: When Objections Occur, Quickly Determine What To Do

Prospecting

Preapproach

Follow-up & Service

Approach

Presentation

Trial Close

Determine Objections

Meet Objections

Trial Close

Close

12-2

Basic Points to Consider in Meeting Objections

Plan for objectionsAnticipate and forestallHandle objections as they arise

Postponement may cause a negative mental picture or reaction

Be positiveListen - hear them out

12-3

Basic Points to Consider in Meeting Objections cont…

Understand objectionsRequest for informationA condition

– Negotiation can overcome a condition

Major or minor objectionsPractical or psychological objection

– A real objection is tangible– Must uncover hidden objectives and eliminate them

12-4

Objections Can Be Placed Into Categories

Salespeople often encounter the same objections from customer to customer

Thus, after a sales call think aboutWhat were the objections?How did you handle them?How should you handle them next time?Be prepared for the same objection to arise

again!

12-5

Exhibit 12-4: Six Major Categories of Objections

12-6

Exhibit 12-7: Techniques forMeeting Objections

12-7

Techniques for Meeting Objections

The dodge neither denies, answers, nor ignores

Don’t be afraid to pass up an objection

Rephrase an objection as a question. (Exhibit 12-8)

Postponing objections is sometimes necessary

Send it back with the boomerang method

Ask questions to smoke out objectionsFive-question sequence. (Exhibit 12-10)

12-8

Exhibit 12-10: Five-Question Sequence Method of Overcoming Objection

Back to 12-23

12-9

Techniques for MeetingObjections cont…

Use direct denial tactfully

The indirect denial works

Compensation or counterbalance method

Let a third party answer

12-10

Technology Can Effectively Help Respond to Objections!

Data stored in handheld computers or laptops, or obtained using a telephone modem or satellite transmission, can provide information to overcome buyer’s objections

12-11

Let’s Talk About the Trial Close!*

12-12

The Trial Close Is a Powerful Communication Technique To Produce*

Two-way communication

Participation from the other person

12-13

A Challenge! Use the Trial Close in Your Normal Conversation to:*

See if it helps your communication

See if it gets the other person to participate in

the conversation

All you do is occasionally ask the person an

opinion type question such as:

“Is that a good place to eat?”

“What did you think about the movie?”

“How does that sound to you?”

12-14

Let’s Review! When Are the Times to Use a Trial Close?*

1. After making a strong selling point in the

presentation

2. After the presentation but before the close

3. After answering an objection

4. Immediately before you move to close the

sale

12-15

Let’s Review! What Does the Trial Close Allow You to Determine?

1. Whether the prospect likes your product’s

FAB - the strong selling point

2. Whether you have successfully answered the

objection

3. Whether any objections remain

4. Whether the prospect is ready for you to

close the sale

12-16

Why Do You Use a Trial Close After Answering an Objection?*

To see if you have answered the objection!

12-17

What is an Example of a Trial Close Used to Respond to an Objection?

“Does that answer your question?”

“With that question out of the way, we can go

ahead - don’t you think?”

12-18

Once You Have Satisfactorily Responded to the Objection, What Should You Do Next?*

Make a smooth transition back into your

presentation“As we were discussing…”

Move to close the sale if completed your

presentation

Move to close again if objection was after a

close

12-19

If You Cannot Overcome the Objection, What Are Three Alternatives to Consider? (#1)

Return to presentation concentrating on new

or previously discussed FAB of your product.

12-20

If You Cannot Overcome the Objection, What Are Three Alternatives to Consider? (#2)

Admit it

Compensate for it by showing how your

product’s benefit(s) outweigh the

disadvantage(s)

12-21

If You Cannot Overcome the Objection, What Are Three Alternatives to Consider? (#3)

If 100% sure will not buy

Go ahead and close

Always ask for the order

Allow the buyer to say “no”, not you

Your competitor(s) may not be able to overcome the

objection(s) either– A competitor may make the sale because he/she asked for it

Be professional, not pushy

Leave the door open for a return visit

12-22

If Objection Arises After the Close*

Prospect raises an objection

Prospect raises an objection

Response to the objection

Response to the objection Use a trial closeUse a trial close

Move into your presentation

Move into your presentation

Close the saleClose the sale

12-23

If After Your Presentation You Received a Positive Response to Your Trial Close, What Would You Do?*

Approach

Presentation

Trial Close

Determine Objections

Meet Objections

Trial Close

Close

12-24

If After Your Presentation You Received a Negative Response to Your Trial Close, What Would You Do?*

Approach

Presentation

Trial Close

Determine Objections

Meet Objections

Trial Close

Close

12-25

If After You Meet the Objection You Received a Positive Response to Your Trial Close,

What Would You Do?*

Approach

Presentation

Trial Close

Determine Objections

Meet Objections

Trial Close

CloseCloseCloseCloseCloseCloseCloseCloseCloseCloseCloseCloseCloseCloseCloseClose

12-26

If After You Meet the Objection You Received a Negative Response to Your Trial Close, What Would You Do?*

Approach

Presentation

Trial Close

Determine Objections

Meet Objections

Trial Close

Close

12-27

Let’s Review By Taking a Closer Look at the Interactions Within the Sales Presentation*

Presentation

Trial Close

Determine Objections

Meet Objections

Trial Close

Close

Approach

12-28

Summary of Major Selling Issues

Be prepared to logically and clearly respond to your prospect’s objections

Basic points to consider in meeting objectionsPlan for themAnticipate and forestall themHandle them as they ariseListen to what is saidRespond warmly and positivelyMake sure you understandRespond using an effective communication technique

12-29

Summary of Major Selling Issues cont…

Objections are classified as hidden, stalling,

no-need, money, product, and source objections

Objections help you determine if you are on the

right track to uncover prospects’ needs and if they

believe your product will fulfill those needs

Objections show inadequacies in a salesperson’s

presentation or product knowledge