How do you handle customer objections?
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Most common objections of Customers
Can you provide what I want? The Right Product
Why is your price so high? The Right Price
Why cant you provide more for less?
What is the final discount?
Please let me understand your proposal better.
I do not have a reason but I will not buy now.
The Right offer
The Service
I like your product but I am not sure if this is the best.
Can you provide me X things free with Y product? The Haggler
The permanent prospect
The Decision Dilemma
Catch me if you can
Both of us will buy together
I have changed my mind now. I want more dicounts. The Distrust Code
The What Else Question?
Please convince my friend and I will also buy your product.
Can you give me some time to decide?
Please give me credit period for making payment. The extended sale
Why does the customer object? He fears that if he does not, you will ask for a sale.
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When does customer object? Whenever you ask for an order?
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Establish the Concept and Show the Solution Let the customer choose the right version of your product.
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Do your need analysis when customer raises objections. Do not try to defend yourself against customers objections.
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The From - To Approach Ask relevant questions as answer to customers objections and get your answers
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What questions do you ask? Do you have your need analysis question set ready?
prepare a set of need analysis questions for each objection that a customer is likely to raise.
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Customer is happy
Salesperson gives reply to objection Salesperson understands the objection properly
Customer answers salespersons questions Salesperson asks relevant question Customer raises objection
1. Customer will raise his objection
Customers typically raise questions on product, price, trust and discounts.
2. Salesperson asks a relevant question in reply to customers question. Use the technique of From - To Approach
3. Customer answers
Customer will answer only if salespersons question is relevant.
4. Salesperson understands
Listen actively to the customers answer because it is this answer which will give you the cue to answer customers objection properly.
5. Salesperson gives reply to the objection The Right Reply
6. Customer is happy
Customer now feels happy because the right reply has now been given after understanding the right question from the right person.
Sanjay Singh Sales Coach sanjay@consult4sales.com #ask4sanjay @followsanjay - linkedin/consult4sales - facebook/consult4sales1
STRATEGIC CONCEPTS (I) PVT LTD
Thanks!