E 1 Handling Objections PDF

Handling Objections ~ A Sales Mastery Booklet
Handling Objections
Workbook
By Dave Kahle
Copyright MMX by Dave Kahle

The DaCo Corporation • PO Box 523 • Comstock Park, MI 49321
Phone: 800-331-1287 • Fax: 616-451-9412
Handling Objections ~ A Sales Mastery Booklet
How to get the most out of this guide.

This guide is designed to assist you in bringing out of yourself the knowledge and
understanding you already have, and to apply this to the task in an organized fashion.
It is composed of both instruction as well as worksheets. It is designed to be used

by an individual in a step-by-step, sequential pattern.
We suggest that you first review the entire guide to see how it works.
Then, begin to work through it. Don’t skip ahead, but rather go step-by-step through
the material. Make sure that you complete each portion of the exercise and worksheets as
completely and thoroughly as possible. While we have provided worksheets for every
exercise, there may be times when you need to use extra paper for particularly long lists.
A word about copyright.
All the material in this booklet is protected by U.S. copyright, and therefore, may not
be reproduced in any form without our written permission. However, we understand that
you may want to make photocopies of the forms for your personal use. Our intention is not
to prevent the use of these forms for the personal use of the individual sales people who
purchase this booklet. We are, therefore, granting permission to each purchaser to make
photocopies of the forms for his/her individual use in improving his/her personal sales
performance.
Use of any portion of this material for any purposes other than that granted above is
expressively withheld. If you would like to use this material to teach others, to share with
others, or to use in a group presentation, please contact The DaCo Corporation at 1-800-
331-1287 to receive permission to do so.

Phone: 800-331-1287 • Fax: 616-451-9412
About the Author
Dave Kahle by the numbers…
He’s been the number 1 salesperson in the country for

2 different companies, in two distinct industries and selling situations.
He’s a high energy, intense, world-class speaker who has presented in
7 counties
5 Canadian provinces, and
47 US states.
He has been in practice for 21 years, and in that time, has authored
8 books, including Question Your Way to Sales Success, and 10
Secrets of Time Management for Salespeople.
His books have been translated into

8 languages and are available in
20 countries.
He has spoken to meetings and conventions of
86 associations, and has trained or consulted for
247 individual companies.
He writes and publishes an Ezine for salespeople and managers called “Thinking about Sales” which is
distributed 48 times a year to over
30,000 opt-in subscribers.
His articles have been published over
1,000 times.
He has trained and certified more than
1,000 sales managers in the Kahle Way® Sales Management
System, and has trained
TENS OF THOUSANDS of B2B salespeople to be more productive in
the Information Age.
How To Prepare
To Handle Objections
1. The first step is to identify each of the products, services or systems that
you sell. Use the spaces below to list them. Notice the example on the
left. Throughout the manual we’ll be illustrating with examples from a
fictional sales person.
Surgical Gloves
Band-Aids
Bedpans
Scalpels
Plastic Tubing
Etc…

Phone: 800-331-1287 • Fax: 616-451-9412
2. Now, identify the six most common objections you hear to each of the
items you sell.
Note that an item sold to several different markets may have different
objections from each of the markets.
For example, it you’re selling surgical gloves to a hospital, there are several
categories of people (markets) who may each have different concerns which directly
impact them. The surgeons may remark about the thickness of the glove and their
ability to feel while wearing them. The nurses who assist in surgery, because they
change gloves 10 or 12 times a day, may be concerned about how easy they are to
put on. The Operating Room Supervisor may be more interested in the packaging,
and how easy it is to identify the size by the color or printing on the package. The
purchasing agent may be most concerned about the price, and the materials
manager may be most interested in the delivery time and size of the case packaging.
So, as you complete each worksheet and identify the concerns and potential
objections, relate them to each category of person who influences the sale.
When you finish this step, you should have one worksheet for each product
and market with the most common objections listed below.
In our example, we’d have one sheet for “Gloves” and “Surgeons” as the
market. Another for “Gloves” with “OR Nurses” as the market, etc. On each form, we
identify the most common objections. We’ve completed an example on the next
page for you to review.

Phone: 800-331-1287 • Fax: 616-451-9412
Handling Objections
Example
Worksheet # 1
Item Sold: Surgical Gloves
Market (Category of person) to whom sold:

Surgeons
Most common concerns (objections).
1. Sensitivity – Can they feel well enough through them?

2. Fit – Are they comfortable?
3. Length – The are not as long as others.
4. Etc…
5.
6.

Phone: 800-331-1287 • Fax: 616-451-9412
Handling Objections
Worksheet # 1
Item Sold: ________________________________________________________
Market (Category of person) to whom sold: ____________________________

_________________________________________________________________
Most common concerns (objections).
1.
2.
3.
4.
5.
6.

Phone: 800-331-1287 • Fax: 616-451-9412
3. Now that you’ve identified each of the major concerns you expect,
translate those concerns into the exact language you may hear. For
example, when people think “It costs too much” they may say things like,
“How much?” “That is more than I was expecting to pay”, etc.
We’ve completed a form on the next page to give you an idea of how to
complete this next step.
After you review our example, take the information you created on the first
worksheet, and transfer it to the next.
Write your thoughts on Worksheet #2, which follows. This will be your primary
worksheet, so you may want to make a number of copies – one for each of the
objections you’ve identified.

Phone: 800-331-1287 • Fax: 616-451-9412
Handling Objections
Example
Worksheet # 2
Item sold: Surgical gloves
Market: Surgeons
Objection: (Generalize) Length
Specific Examples: “They’re not as long…” “Aren’t these shorter?”

“Is this as long as they are?”
Language
Flow Chart & Support

Phone: 800-331-1287 • Fax: 616-451-9412
Handling Objections
Worksheet # 2
Item sold:
Market:
Objection: (Generalize)
Specific Examples:
Language

Phone: 800-331-1287 • Fax: 616-451-9412
4. Now it’s time to prepare your responses to each of the objections.
There are four stages to this preparation.
First, outline the general strategy for handling each objection and translate it
into a flow-chart.
Second, collect the ammunition you need to support your positions.
Third, create the language you’ll use to powerfully communicate each

response.
Fourth, practice each response.
We’ll work on each of these four stages, one at a time.

Phone: 800-331-1287 • Fax: 616-451-9412
Preparing Responses
to Objections, Stage One.
First, outline the general strategy for handling each objection and translate it
into a flow-chart.
There are several basic strategies you can use to respond to an objection.
1. Put the concern in perspective.
In other words, show how your prospect’s concern, while valid, is relatively
minor compared to the benefits of the product. Then, show them how those benefits
help them to achieve their business goals.
This is powerful strategy for any concern, but is particularly effective with
technical objections that are specific to your product.
On the next page, we’ve created an example, and completed the worksheet
using this strategy. To give you an idea of why we’ve included each thought, we’ve
noted in parentheses the rationale behind every step. Please review that now.

Phone: 800-331-1287 • Fax: 616-451-9412
Handling Objections
Item sold: Surgical Gloves
Market: Surgeons
Objection: (Generalize) No ribbed edges around the opening of the surgical glove.
Specific Examples: There are no ribs around the bottom. Doesn’t it come loose
easily?
Language
(Agreeing with their perception decreases
Agree the tension, includes the prospect, and
makes him/her more open to your
response.)
Say that it is (Lends some credibility to your

different understanding of the technical aspects)
List the (He/She may not be aware of the

advantages plusses. Clearly point them out.)
1. Easier to put on.

Relate those benefits 2. Allows for greater sensitivity.
to prospect’s priorities 3. More comfortable fit.
(Show how your product helps

him/her achieve their goals.)

Phone: 800-331-1287 • Fax: 616-451-9412
2. Another strategy is called the “Sandwich method”.
This strategy is appropriate when your prospect’s concern is based on a

misunderstanding, or when the prospect believes something that is not factually true.
In that case, you must correct that misunderstanding before you can continue.
That strategy for this situation is called the “Sandwich method”.
Imagine a coloring-book illustration of a sandwich. A slice of bread would rest

on the bottom. On top of that would be a layer of meat. Another slice of bread would
top it off.
That’s an easily retained image of how the sandwich method works. First lay
down a layer of positive reinforcement by thanking the prospect for his response.
Next, provide the meat of the issue by correcting the misunderstanding. Finally, end
by laying down another layer of positive reinforcement.
We’ve outlined an example of the “Sandwich method” below.
1. Give positive reinforcement.

Example: Thanks for that response.
2. Correct them.
Example: This new model does contain the higher-efficiency V-6 engine
you wanted, not the V-8 as in earlier years.
3. Finish with another positive statement.

Example: And I appreciate your interest in engines.

Phone: 800-331-1287 • Fax: 616-451-9412
3. Strategies for specific objections.
There are a number of other strategies that are effective in handling specific
objections, depending on the kind of objection.
Here’s a list of the most common types of objections and proven, powerful and
appropriate ways to respond to each.
A. “I must shop.”
Your best strategy is to help them shop. Prepare a questionnaire which takes
them through the detailed questions they should consider when evaluating your
product as well as your competitors’.
Offer to review the information they collect and the answers to the
questionnaire to provide additional information that may assist them in making the
best decision.
B. “I have to wait.”
Find out why they are waiting . Often, the reason will be one of the other
objections listed here.
For example, if someone says something to the effect that “I have to wait,” and
you probe that, they may say, “I have to wait because I have to shop.”
Respond appropriately, and then attempt to schedule an appointment shortly

after that event.
C. Politics and Process – “I have to consult with others.”
Learn who, what, and when.
Ask your prospect if he/she’ll present your case and recommend you. If not,
find out why not. If so, make sure you have provided the information and ammunition
needed to sell to others.

Phone: 800-331-1287 • Fax: 616-451-9412
D. Price.
There are several variations to this.
1. “I can’t afford it, but it’s worth it.”
Develop creative ways to help your prospect pay for it.
2. “I don’t think it’s worth it.” Or, “Something else is better.” Or, “My money is
better spent elsewhere.”
Resell the primary benefits and link them to the customers’ stated needs. Put
the cost of the product or service in perspective. Show how it satisfies their need.
3. Priority. “That isn’t on my list right now.”
Align your product with their business goals. Show them how your product
helps them meet their highest priority goal.
Your job now is to analyze each of the objections you have identified so far,
and to select the best strategy to deal with each. Use the worksheets which you
have begun, and create flow charts similar to our examples for each.
Look on the next page to see our example.

Phone: 800-331-1287 • Fax: 616-451-9412
Handling Objections
Example
Item Sold: Surgical gloves
Market: Surgeons

Language
Agree: (The gloves are

shorter.)
Point out the feature: (New

Design)
Translate into a benefit:

More comfortable and easier
to put on.

Phone: 800-331-1287 • Fax: 616-451-9412
Preparation, Stage Two.
Now you need to collect all the “ammunition” you can to support the positions
and assertions you intend to make.
This ammunition can take several forms. For example , you may have
independent studies or statistics published by your company. Collect testimonials
and letters of recommendation by your customers. Look for “third party” support for
your positions. Magazine or newspapers articles which support things you say are
effective.
The process of collecting “ammunition” is something which you should

continue as long as you’re selling that product or service. Constantly look for
material that supports your positions. By doing so, you’ll maintain a file of the most
timely support available.
Note on your worksheet the materials that you have collected for that specific
objection. We’ve done an example on the next page for you. After you’ve reviewed
the example, work on each of your responses to objections, noting what materials
you have collected on the place reserved for that on the worksheet.

Phone: 800-331-1287 • Fax: 616-451-9412
Handling Objections
Example
Item sold: Surgical gloves
Market: Surgeons

Language
Agree: (The gloves are
shorter.)

Design)
Translate into a benefit:

More comfortable and easier
to put on.
Ammunition:
1. Close up photo of the “shorter design.”

Phone: 800-331-1287 • Fax: 616-451-9412
Handling Objections
Objection: (Generalize) _____________________________________________
_________________________________________________________________
Specific Examples: __________________________________________________

___________________________________________________________________
___________________________________________________________________
Language

Phone: 800-331-1287 • Fax: 616-451-9412
Preparation, Stage Three
Now it’s time to create the most powerful and compelling language you can
think of to communicate each of the responses you’ve prepared.
I suggest that you write out, word for word, the most effective words you can
develop.
Here are some suggestions for developing that language.
1. Avoid confrontational words.
Words like “but” and “however” are confrontational in that they cause someone
to harden their position. Whenever someone says “Yes, but…” you know he’s
disagreeing with you. Use “and” instead.
Be careful about other terms that make light of your prospect’s concern. I
once had someone attempting to sell me health insurance. When I objected to the
lack of coverage for doctor’s office visits, he made light of that by saying that most
people weren’t concerned with “the sniffles.” He used that word so many times to
characterize my concern that I became irritated. I said to him. “I just had a complete
physical. That’s hardly “the sniffles.” My daughter has a medical condition that
requires frequent doctor’s visits. That’s hardly “the sniffles.” And my son just went in
to have a cast on his hand removed. That’s hardly “the sniffles.” And then I
terminated the interview.
The moral of that story is to be careful not to use language which is

confrontational or rubs people the wrong way.
2. Use words which appeal to the senses.
Paint word pictures by using words which appeal to the senses. For example,
a new food product isn’t “great,” it “has a gingery aroma that tickles your nose, and a
zesty flavor reminiscent a baked apples and cinnamon.”

Phone: 800-331-1287 • Fax: 616-451-9412
3. Use words which position the product as being “used,” not “purchased”.
For example, don’t talk about when the prospect purchases the product, talk
about how he will use it – what it will do for him/her, how it will look, what people will
say, what effect it will have on production, etc.
4. Use the prospects’ terms and expressions.
Listen carefully to the language the prospect uses. It is the way he/she sees
the world. Use those same words back to him/her to describe your product.
For example, I recall listening to a prospect describe his business problem

“like a river, with powerful currents moving against his business.” I described my
services as offering him water gates and dams to control the flow.
Now it’s time for you to develop your own powerful, compelling language for each
of your responses. Use the same worksheets you’ve been developing.
Again, notice our example on the next page.

Phone: 800-331-1287 • Fax: 616-451-9412
Handling Objections
Example
Item Sold: Surgical gloves
Market: Surgeons

Language
Agree: (The gloves are You’re right. I’m glad you noticed that.
shorter.)
Not only are they shorter, but they

are also waffled around the edge.
Design)
This means that you’ll be able to put

Translate into a benefit: More them on easier, and you’ll notice
comfortable and easier to put on. how much more comfortable they
are.

Phone: 800-331-1287 • Fax: 616-451-9412
Preparation, Stage Four
Now it’s time to practice each response until you have committed the words to
memory and can say them i n a conversational, relaxed fashion.
There are two powerful reasons to commit your responses to memory.
First, you can be assured that you’ll be using the most powerful words and
thoughts you can create. Too many sales people rely on their ability to come up with
something on the spur of the monument. As a result, they don’t use the most
powerful words available to them. By taking the time to develop the language before-
hand, you can be sure that you’re using the most powerful words you’re capable of
selecting. That alone can make a significant difference in your performance.
Second, committing your responses to memory frees you to be more involved

with your prospects.
Generally, when you’re listening to an objection from a prospect, instead of

concentrating on what the prospect is saying, you’re probably thinking about what
you’re going to say. As a result, you can often miss some the nuances the prospect
is communicating to you.
On the other hand, by committing your response to memory, you don’t have to
think about what you’re going to say. You’re sure that you have the best responses.
So, you’re free to concentrate totally on what the prospect is communicating to you.
The communication process is thus much more effective, and you can more
completely understand our prospects’ needs and concerns.
Now, it’s time for you to do the hard work and rehearse the responses you’ve
prepared.
Concentrate on one response at a time, and rehearse until you feel that it is so
imbedded in your mind that it will come out without thinking at the time that you need
it.
Now when you have yourself prepared, you’re ready to implement.

Phone: 800-331-1287 • Fax: 616-451-9412
Implementing
Before you rush out and begin using your newly created responses, you’ll find
it helpful to practice a process which is used after your prospect voices an objection,
and before you respond to it.
That process is called clarifying.
Unfortunately, many people don’t say what they mean when they begin to offer
objections to a proposal. And often they aren’t sure themselves of what they think.
So, before you can appropriately respond to an objection, you need to make
sure that you and your prospect clearly understand his/her concern. That requires
you to clarify the objection.
Clarifying is a three-step process: First, empathizing, next questioning, and

finally confirming. Let’s look at each of these steps.
1. Empathizing.
When you empathize, you understand what your prospect is feeling and/or
thinking. And you communicate that understanding to your prospect.
Here’s how to do so.
First, make a statement that communicates that you understand. For

example, your prospect may say, “That sounds like a lot of money”. You reply, “I
know what you mean. It does sound like a lot.” Or, you could say, “I can understa nd
you feeling that way.” Or similar words.

Phone: 800-331-1287 • Fax: 616-451-9412
Next, offer some substantiation for your statement. In other words, explain
why you understand. For example, if your prospect said “That sounds like a lot of
money,” and you said, “I can understand you feeling like that,” now substantiate your
statement with a comment like, “Several of my other customers felt the same way
when they first considered it.”
This empathizing is incredibly important because it diffuses any tension that

may rise between you at this point. It also helps prevent any defensiveness on the
part of your prospect, and helps make him/her more receptive to what you may say.
Once you’ve done that, you move into the second part of the process, which is
questioning.
2. Questioning.
Ask your prospect a question which calls for him/her to more specifically state the
objection. In our “That sounds like a lot of money” objection you could say, “When
you say it’s a lot of money, what exactly do you mean? Do you mean it’s more than
you were expecting to pay, or do you mean it’s more than you think it’s worth?”
These questions help your prospect think through his/her thoughts and
feelings and more clearly express them. The answers to the question help you
understand your prospect’s concerns more specifically.

Phone: 800-331-1287 • Fax: 616-451-9412
3. Confirming.
Finally, after you have heard the response, confirm your prospect’s position by
repeating it back and asking if that’s correct.
Let’s go back to our example, and describe the entire interchange.
Prospect: “That sounds like a lot of money.”
Sales person: “I can understand you feeling that way. Several of my other
customers felt the same way when they first considered it.”
“So that I can understand better, let me ask this. When you say it sounds like a
lot of money, what exactly do you mean? Do you mean it’s more than you were
expecting to pay, or do you mean that’s it’s more than you think it’s worth?”
Prospect: “I’m sure it’s worth it. I guess I had in my mind that this would
cost something like $350.00, no t the $500.00 that you quoted.”
Sales person: “So, in other words, this is $150.00 more than you were
expecting. Is that right?”
Prospect: “Yes. That’s right!”
At this point, both you and the prospect understand exactly what the issue is, and
you’re equipped to handle it because you have thoroughly prepared for the “It costs
too much” objection.

Phone: 800-331-1287 • Fax: 616-451-9412
Review
At this point you have identified the most common objections you’re likely to
hear, you’ve developed well thought out responses, you’ve gathered supporting
evidence, and created powerful persuasive language. Then, you’ve practiced those
responses, and prepared to clarify the objection.
All that’s left is for you to act. Now is the time for you to put all this hard work
to use.
Good luck!

Phone: 800-331-1287 • Fax: 616-451-9412
Join 30,000 other professionals
Are you interested in receiving strategies, principles, and tools to successfully deal with Information Age issues? If so,
then join "Dave Kahle’s Thinking About Sales Ezine." The weekly ezine contains content-filled, action-packed articles
authored by Dave or other industry professionals. Each article features both short-term tactical ‘how-tos’ as well as
suggestions for immediately implementing the ideas presented.
Simply put your name and e-mail “The "Thinking About Sales" Newsletter is filled with timely
address below - or join on-line at: and practical ideas and applications to better myself as a
www.davekahle.com/mailinglist.html salesperson and individual. I have found the resources that are
referenced to be extremely appropriate to my career
development.”
When complete fax to Scott Vander Veen, Account Executive, ABS Graphics
616-451-9412
“Anyone involved in sales in any industry should subscribe to
Dave Kahle's 'Thinking About Sales' newsletter. Each issue is
Have your entire sales staff sign up to
packed with proven, practical ideas that will enhance the
receive Dave’s ezine for FREE! performance of any sales professional, regardless of
experience level of training.”
Name: Name:
E-Mail: E-Mail:
(Please circle one) Manager / Salesperson (Please circle one) Manager / Salesperson
Name: Name:
E-Mail: E-Mail:
Name: Name:
E-Mail: E-Mail:
Name: Name:
E-Mail: E-Mail:
Name: Name:
E-Mail: E-Mail:
Name: Name:
E-Mail: E-Mail:
Name: Name:
E-Mail: E-Mail:
Name: Name:
E-Mail: E-Mail:
Name: Name:
E-Mail: E-Mail:

Phone: 800-331-1287 • Fax: 616-451-9412
Special Offer!
Handling Customer Objections

Handling sales objections training kit by Dave Kahle
Learn how to stop letting objections get in the way

of your sales success.
Even the most experienced sales person can get
sweaty hands and a thumping heart when it comes
to dealing with a customer's objections. It's the
riskiest part of the sales process and the moment
that many sales people fear the most.
Many sales people never adequately deal with a

customer's objections, preferring to ignore the Only $55 To order, visit
subject altogether. Others fall back on the highly http://www.davekahle.com/
manipulative tactics that are often advocated. stopobjections.html
Special Offer: Buy all four
The result? Missed opportunities, lost sales, two CD sets for $200 and
frustrated sales people and discouraged sales save $20. Buy it now!
managers.
Sales people today must master this skill if your company is

going to be successful.
The Solution... Dave's training kit, Handling Customer Objections!
Designed to be a complete one-stop solution for any sales professional, this kit is
an absolute must if you want to sky-rocket your sales! The breakthrough
principles, processes and tools this program teaches sales people will make a
major and immediate difference in your results.
What's in the kit... This package contains two complete sixty minute live training
sessions presented by Dave (outlined below) as well as a set of exercises to help
you implement the materials. This program is great as a stand alone
development tool or it can also be used as two small group-training sessions.
(Each lesson is a recording of one of Dave's previous live interactive phone
seminars.) Everything is organized into a 3-ring binder for easy keeping.
In these two seminars, Dave will show you how to effectively deal with objections
with easy-to-use, easy-to-understand principles, processes and tools. As a result
of listening to these seminars, you'll gain confidence in your ability to deal with
any objection - to the point that you will actually look forward to your customer's
objections!
o Lesson One : Handling Objections Part I: Planning Strategies
In the first session Dave focuses on how to prepare for objections - the strategies
and templates that will help you become so comfortable and confident that you'll look
forward to your customer's next objection.
In this motivational 60-minute CD lesson, participants will....
o Learn three basic ways to respond to objections including one that you've
never thought of. Get a template to help organize your thoughts. Learn the
three most powerful ways to convert a customer to your thinking.
o Learn a system for you to prepare for any objection to anything.
o Lesson Two: Handling Sales Objections Part II: Dealing With The People
o In this action-packed one-hour seminar, Dave will focus on tactics - the face-to-face
principles, how-to processes and tools that allow you to comfortably and confidently
field any objection.
o In this 60-minute CD lesson participants will learn....
o The two words you should never use. How to take the tension out of the
situation. Sixteen specific tactics to help you deal with any objection.
o A three-step system to making everyone comfortable and open to your

thoughts.
FREE Bonus!
Order Now and get a FREE copy of Take Your Sales
Performance Up a Notch (136 page Ebook by Dave
Kahle)!
Sales people have always had a tough job. It just got

tougher. In the last five years, selling has become
unimaginably complex. Products are born and die within
six months. Customers demand personalized attention.
Service is critical to some, while price is the key factor for
others. And then there's the Internet--how's a sales person
supposed to compete with that? It seems sales people
need to be many different things to many different
markets. This book addresses this issue, and shows sales
people how they can adopt six different roles (a.k.a. "hats") for different selling
situations. Based on the concept of "critical thinking," this powerful book provides
sales people with a comprehensive system for using just the right thought-
strategy for each circumstance. An added $16.95 value! (Sent to you via email.)
To order, visit http://www.davekahle.com/stopobjections.html (Only $55)
For additional resources, visit our website at
www.davekahle.com
Check out our Books Including:

at
www.davekahle.com/ Question Your Way to Sales Success at
books.html http://www.davekahle.com/question_book.html
and
10 Secrets of Time Management for

Salespeople at
http://www.davekahle.com/10secrets.html
Check out our Including:

Podcasts at
www.davekahle.com/ #13 Seven Specific Techniques to Create Rapport
salespodcasts.html With Anyone
#19 Answers the Question About How to Know if

You are Pushing the Customer Too Much
Check out our one-

Including:
hour Seminars at
#29 Basics of Negotiation for Sales People
www.davekahle.com/
bestof/topics.html #18 How To Sell Value, Not Price

E 1 Handling Objections PDF

Caricato da

Informazioni sul documento

Titolo originale

Copyright

Formati disponibili

Condividi questo documento

Condividi o incorpora il documento

Opzioni di condivisione

Hai trovato utile questo documento?

Questo contenuto è inappropriato?

Copyright:

Formati disponibili

E 1 Handling Objections PDF

Caricato da

Copyright:

Formati disponibili

Handling Objections ~ A Sales Mastery Booklet

Copyright MMX by Dave Kahle

How to get the most out of this guide.

It is composed of both instruction as well as worksheets. It is designed to be used

A word about copyright.

Copyright MMX by Dave Kahle

Dave Kahle by the numbers…

He’s been the number 1 salesperson in the country for

His books have been translated into

Copyright MMX by Dave Kahle

Copyright MMX by Dave Kahle

Item Sold: Surgical Gloves

Market (Category of person) to whom sold:

Most common concerns (objections).

1. Sensitivity – Can they feel well enough through them?

Copyright MMX by Dave Kahle

Item Sold: ________________________________________________________

Market (Category of person) to whom sold: ____________________________

Most common concerns (objections).

Copyright MMX by Dave Kahle

Copyright MMX by Dave Kahle

Item sold: Surgical gloves

Objection: (Generalize) Length

Specific Examples: “They’re not as long…” “Aren’t these shorter?”

Copyright MMX by Dave Kahle

Copyright MMX by Dave Kahle

There are four stages to this preparation.

Second, collect the ammunition you need to support your positions.

Third, create the language you’ll use to powerfully communicate each

Fourth, practice each response.

We’ll work on each of these four stages, one at a time.

Copyright MMX by Dave Kahle

1. Put the concern in perspective.

Copyright MMX by Dave Kahle

Item sold: Surgical Gloves

Say that it is (Lends some credibility to your

List the (He/She may not be aware of the

1. Easier to put on.

(Show how your product helps

Copyright MMX by Dave Kahle

This strategy is appropriate when your prospect’s concern is based on a

That strategy for this situation is called the “Sandwich method”.

Imagine a coloring-book illustration of a sandwich. A slice of bread would rest

We’ve outlined an example of the “Sandwich method” below.

1. Give positive reinforcement.

3. Finish with another positive statement.

Copyright MMX by Dave Kahle

Respond appropriately, and then attempt to schedule an appointment shortly

C. Politics and Process – “I have to consult with others.”

Learn who, what, and when.

Copyright MMX by Dave Kahle

There are several variations to this.

1. “I can’t afford it, but it’s worth it.”

Develop creative ways to help your prospect pay for it.

3. Priority. “That isn’t on my list right now.”

Look on the next page to see our example.

Copyright MMX by Dave Kahle

Objection: (Generalize) Length

Specific Examples: “They’re not as long…” “Aren’t these shorter?”

Agree: (The gloves are

Point out the feature: (New

Translate into a benefit:

Copyright MMX by Dave Kahle