Overcoming Sales Objections
Module One: Getting Started Everyone who works in sales will run into sales objections. From retail employees on the sales floor to sales executives, people at every level of the business need to learn how to overcome sales objections. With the right training, it is possible to turn objections into opportunities.
The greater the obstacle, the more glory in overcoming it. Moliere
Workshop Objectives
Define different objections
Strategies to overcome
Points of interest
Close the sale
Module Two: Three Main Factors
Customers typically introduce sales objections for three main reasons. They may be skeptical of the product or service. It is also possible for customers and sales associates to have misunderstandings. Occasionally, however, customers may just be stalling.
The world only goes round by misundersta nding. Charles Baudelaire
Skepticism Lack of Rapport
Poor questions or answers
Moving too fast
Overpromising
Misunderstanding
Identify the need Understand goals Provide benefits
Stalling Not authorized to decide Other interviews Not convinced No time No money
Module Two: Review Questions 1. a) b) c) d)
You can develop a rapport by _______. Listening Making promises Answering questions Talking
4. a) b) c) d)
2. e) f) g) h)
What is true about promises? They should be grand They do not matter They should be fully explained They do not have to be true
5. What can you do if a prospect does not have time to speak with you? e) Schedule another time to meet f) Continue talking g) Send an email h) Send a letter
3. What is the first step to preventing miscommunication? i) Provide benefits j) Identify needs k) Understand goals l) Make promises
6. i) j) k) l)
How do you explain benefits? Generally With promises By asking questions In terms of goals
Who should you pitch to? The first person you speak with The CEO The person capable of making the decision HR director
Module Two: Review Questions 1. a) b) c) d)
You can develop a rapport by _______. Listening Making promises Answering questions Talking
4. a) b) c) d)
2. e) f) g) h)
What is true about promises? They should be grand They do not matter They should be fully explained They do not have to be true
5. What can you do if a prospect does not have time to speak with you? e) Schedule another time to meet f) Continue talking g) Send an email h) Send a letter
3. What is the first step to preventing miscommunication? i) Provide benefits j) Identify needs k) Understand goals l) Make promises
6. i) j) k) l)
How do you explain benefits? Generally With promises By asking questions In terms of goals
Who should you pitch to? The first person you speak with The CEO The person capable of making the decision HR director
Module Three: Seeing Objections as Opportunities Sales representatives need to expect prospects to make objections. Rather than seeing objections as hindrances, they should be viewed as opportunities. Addressing objections early on will help prevent any problems later on in the business relationship.
Luck is what happens when preparation meets opportunity. Seneca
Translating the Objection to a Question
Indicate interest Practice this technique Alleviate concerns
Translating the Objection to a Reason to Buy
The objection is a benefit Information Statistics
Case Study Cliffs Communities managed to thrive in the 2009 real-estate market The initial objection to an employee-training program was to wait for the market to recover
The objections were questioned and overcome
Cliffs Communities implemented a sales training program with great success
Module Three: Review Questions 1. a) b) c) d)
Objections should be ______. Avoided Encouraged Prevented Excused
2. e) f) g) h)
How should you address objections? As a question Directly Indirectly Creatively
3. What was the initial objection to training at Cliffs Communities? i) Cost j) Time k) Comparison l) The market
4. a) b) c) d)
How much did the closing average increase? 4.8 percent 11.9 percent 7.1 percent 6.5 percent
5. e) f) g) h)
Objections can __________. Be a reason to buy Be avoided End a negotiation Be excused
6. What is a useful method for translating an objection into a purchase? i) Promises j) Statistics k) Emails l) Goals
Module Three: Review Questions 1. a) b) c) d)
Objections should be ______. Avoided Encouraged Prevented Excused
2. e) f) g) h)
How should you address objections? As a question Directly Indirectly Creatively
3. What was the initial objection to training at Cliffs Communities? i) Cost j) Time k) Comparison l) The market
4. a) b) c) d)
How much did the closing average increase? 4.8 percent 11.9 percent 7.1 percent 6.5 percent
5. e) f) g) h)
Objections can __________. Be a reason to buy Be avoided End a negotiation Be excused
6. What is a useful method for translating an objection into a purchase? i) Promises j) Statistics k) Emails l) Goals