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Handling Objections professionally
No one loves the word NO and salespeople are not exceptions. They dream of meeting smiling happy customers. They build rapport, trust and outstanding relationship with their customers. The customer says YES and signs a contract. Now here is a bad news. This is a DREAM. If the people you are dealing with and talking to don’t object to anything during your time together, they are either not listening or not qualified to make comments. It means none of this people will buy!
Objections are derived from concerns and nothing more than ways for your potential client to slow things down, to keep themselves from making rush decisions, from feeling as if they are being “sold”. Objection is a statement from a potential customer that they want to know more. Of course this request of additional information doesn’t come in a polite way, as they don’t realize that they ask for more information. So a reasonable and realistic salesperson should accept the fact of objections as and open his mind to the ways to handle, overcome, address objections.
– Objections are the rungs of the ladder to sales success (T.Hopkins) and when you climb to the top of that ladder, they own what you are selling
– Objections are defense mechanisms and a condition is a valid reason for not going ahead. In this case a salesperson should move away.
– If no conditions exist and still they don’t buy, then salesperson should think: what went wrong? Why I gave up?
So how to handle objections:
1. Don’t argue
2. Don’t attack them when you overcome their objections
3. Do lead them answer their own objections
4. Hear them out
5. Feed the objection back — the porcupine technique
6. Question the concern
7. Answer the objection
8. Confirm that the answer was accepted
9. Change gears by switching to the next objection using “By the way, ….”
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