PART D – Handling Objections and Closing the Sale
A. Chapter 12 – Welcome Your Prospect’s Objections Read pages 382-390 Write out three objections you think your customer will have about your
product or service. Read pages 390-400 Select one different technique of your choice to handle each of the three
objections you selected above. Write out how you will use each technique to handle your objections.
Note: For your final presentation, write your objections on a separate piece of paper to give to your “customer” to use during the presentation.
B. Chapter 13 – Closing the Sale Read pages 419 (middle) to 428 (top)
Select any two closing techniques of your choice. Write out how you will use the techniques to close the sale of your product or service.
Due Date: Friday, May 18th.
When Objections Occur, Quickly Determine What To Do
Prospecting
Preapproach
Follow-up & Service
Approach
Presentation
Trial Close
Determine Objections
Meet Objections
Trial Close
Close
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
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
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!
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.
Postponing objections is sometimes necessary
Send it back with the boomerang method
Ask questions to smoke out objectionsFive-question sequence.
Techniques for MeetingObjections cont…
Use direct denial tactfully
The indirect denial works
Compensation or counterbalance method
Let a third party answer
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
The Trial Close Is a Powerful Communication Technique To Produce
Two-way communication
Participation from the other person
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?”
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
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
Why Do You Use a Trial Close After Answering an Objection?
To see if you have answered the objection!
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?”
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
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.
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)
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
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
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
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
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