Slide 1Welcome Your Prospect’s ObjectionsSlide 3Main TopicsSlide 5The Tree of Business Life: ObjectionsSlide 7Welcome Objections!What are Objections?When Do Prospects Object?Objections and the Sales ProcessExhibit 12-1: When Objections Occur, Quickly Determine What To DoBasic Points to Consider in Meeting ObjectionsBasic Points to Consider in Meeting Objections, cont…Exhibit 12-2: What Does a Prospect Mean by an Objection?Exhibit 12-3: Examples of ObjectionsObjections Can Be Placed into CategoriesOnce Again! What Are Objections?Exhibit 12-4: Six Major Categories of ObjectionsHow Do You Handle Sales Objections?Salespeople Need To Be Good Communicators, but How?There Are Time-Honored Communication Techniques that Can Help You to:Exhibit 12-7: Techniques for Meeting ObjectionsTechniques for Meeting ObjectionsExhibit 12-8: Examples of Rephrasing Objections as a QuestionExhibit 12-10: Five-Question Sequence Method of Overcoming ObjectionTechniques for Meeting Objections, cont…Technology Can Effectively Help Respond to Objections!Let’s Talk About the Trial Close!*What Does the Trial Close Do?*Yes, the Trial Close Asks For An:*The Trial Close Is a Powerful Communication Technique that Can Produce:A Challenge!Let’s Review! When Is It Time to Use a Trial Close?*Let’s Review! What Does the Trial Close Allow You to Determine?Why Do You Use a Trial Close After Answering an Objection?*Slide 37What is an Example of a Trial Close Used to Respond to an Objection?Once You Have Satisfactorily Responded to the Objection, What Should You Do Next?*Slide 40If you Cannot Overcome the Objection, What Are Three Alternatives to Consider? (#1)If you Cannot Overcome the Objection, What Are Three Alternatives to Consider? (#2)If You Cannot Overcome the Objection, What Are Three Alternatives to Consider (#3)Exhibit 12-12: The Procedure to Follow when a Prospect Raises an ObjectionIf After Your Presentation You Received a Positive Response to Your Trial Close, What Would You Do?*If After Your Presentation You Received a Negative Response to Your Trial Close, What Would You Do?*If After You Meet the Objection You Received a Positive Response to Your Trial Close, What Would You Do?*If After You Meet the Objection You Received a Negative Response to Your Trial Close, What Would You Do?*Let’s Review By Taking a Closer Look at the Interactions Within the Sales Presentation*In All Things Be Guided By the Golden RuleSummary of Major Selling IssuesSummary of Major Selling Issues, cont…Video Help:12-1Welcome Your Prospect’s Welcome Your Prospect’s ObjectionsObjectionsWelcome Your Prospect’s Welcome Your Prospect’s ObjectionsObjectionsChapterChapter12Copyright © 2006 by The McGraw-Hill Companies, Inc. All rights reserved. McGraw-Hill/IrwinChapterChapter1212-3Main TopicsMain TopicsMain TopicsMain TopicsThe Tree of Business Life: ObjectionsWelcome Objections!What Are Objections?When Do Prospects Object?Objections and the Sales ProcessBasic Points to Consider in Meeting ObjectionsSix Major Categories of ObjectionsChapterChapter1212-4Main TopicsMain TopicsMain TopicsMain TopicsTechniques for Meeting ObjectionsTechnology Can Effectively Help Respond to Objections!After Meeting the Objection—What to Do?In All Things Be Guided by the Golden RuleChapterChapter1212-512-6The Tree of Business Life: ObjectionsGuided by The Golden RuleThe Golden Rule:Welcome objectionsRemember that objections may allow you to answer the prospect’s concern(s)Realize your product or solution may not be for everyoneIf it is not for a particular customer, thank him and politely leaveIf it would benefit the customer, politely, professionally, and ethically, show how the product could be usefulHandling objections truthfully shows you provide ethical service in order to build true relationshipsITCEthicalServiceBuilds T r u eRelationshipsTT TT T T TT T T T12-7 Selling ProcessBuyer’s Mental Steps Prospecting PreapproachFollow-up & Service ApproachPresentationTrial CloseDetermine Objections Meet Objections DesireConvictionPresent Marketing PlanAvailability, Delivery,Guarantee, Merchandising,Installation, Maintenance,Promotion, Training, WarrantyExplain Business PropList Price, Shipping Cost,Discounts, Financing, ROI,Value AnalysisSuggest PurchaseProduct, Quantity, Features,Delivery, Installation, PriceMoneyAuthorityDesire Action (Purchase) AttentionDiscussion SequencePresentationDiscuss ProductPresent Marketing PlanExplain Business PropositionSuggest PurchaseDiscuss ProductShow FeatureExplain AdvantageLead into BenefitLet Customer TalkInterestTrial CloseCloseThe Parallel Dimensions of Selling*12-8Welcome Objections!Accept objections as a challengePeople do not want to be taken advantage ofLearn to overcome objections12-9What are Objections?Opposition or resistance to information or the salesperson’s request is an objection12-10Prospect may object any time during sales callAlways be ready to handle a prospect’s objectionsWhen Do Prospects Object?12-11Objections and the Sales ProcessObjections can occur at any timeWhen objections occur, quickly determine what to do12-12Exhibit 12-1: When Objections Occur, Quickly Determine What To Do12-13Basic Points to Consider in Meeting ObjectionsPlan for objectionsAnticipate and forestallHandle objections as they arise – postponement may cause a negative mental picture or reactionBe positiveListen – hear them out12-14Basic Points to Consider in Meeting Objections, cont…Understand objectionsRequest for informationA condition (negotiation can overcome a condition)Major or minor objectionPractical or psychological objectionA real objection is tangibleThe salesperson must uncover hidden objectives and eliminate them12-15Exhibit 12-2: What Does a Prospect Mean by an Objection?Is the prospect’s response a...Is the prospect’s response a...Condition?Condition? Hopeless objection? Hopeless objection?Request for moreinformation?Request for moreinformation?True objection?True objection?Minor?Minor?Major?Major?Psychological?Psychological?Practical?Practical?Practical?Practical?Psychological?Psychological?12-16Exhibit 12-3: Examples of Objections12-17Objections Can Be Placed into CategoriesSalespeople often encounter the same objections from customer to customerAfter a sales call, ask yourself:What were the objections?How did I handle them?How should I handle them
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