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Sales Resistance/objections
Reasons why Prospects raise Objections Types of Objections Types of Objections: Objections to delay action Product objections Sources objection Service objection Price objection Objections related to the salesperson When to Handle Objections Methods of Handling Objections A Systematic Approach to handling Objections
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Objection Defined
An objection in marketing terms simply means the reason not to buy. The prospect resistance to commit themselves for various overt or hidden reasons
Selling Process
Prospecting Pre - Approach Approach Presentation Trial Close Determine Objections Meet Objections Trial Close Close Follow U p
Causes of objections
Dissatisfaction with the salespersons presentation Not the right time Price not right Buyers need to participate in the decision process Doubts on the products performance Human nature to resist change
Types of Objections
Hidden
Prospects ask trivial, unimportant questions to conceal their feelings. They evade discussing their objections because: They are not serious buyers. They feel it is not part of the salesmans business. Afraid to offend the salesman They feel the presentation is worth their full attention. Uncover hidden objections handle them and close.
Stalling Objections
Delaying Tactic Will think over it Will consult the boss etc
No-Need Objections Prospect may appreciate presentation but display no-need attitude to conceal hidden objections or as a proof that presentation was not successful.
Show the need and close.
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Price Objection
Encompass forms of economic excuses e.g. have no money or price too high. The prospect may feel the product is not worth the cost. And may use it as tool to obtain the best at the lowest price. Use the Price/Value Formula to handle the situation by changing the prospects perception of value by translating the benefits of the product into what it will do for the buyer.
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Dont irritate or create suspicion by leaping into the objection before the prospect is finished. Identify hidden objections.
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Practical objections are overt, real and tangible e.g. your price is too high. psychological objections are hidden and not clear.
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Action Plan
Understand objections. Plan for them Anticipate them. Handle them as they arise. Listen careful to what is said. Respond warmly and positively. Respond vide effective communication.
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TO THE END
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