Working with objections

2024 Author: Howard Calhoun | [email protected]. Last modified: 2023-12-17 10:16

Every person working in the field of sales sometimes comes across "difficult" clients who spoil the mood and simply take up precious time. On a fairly profitable offer, they find a bunch of arguments, leaving the conclusion of the deal a big question. Therefore, every salesperson needs to have an understanding of how customer objections are handled.

Recommendations for successfully overcoming objections

1. When a customer raises an objection, it indicates interest, which is a good start. After that, it remains only to correctly answer it. It is much worse if the potential customer shows complete indifference to your products.

2. What exactly is an objection? This is a sure sign of a lack of information. Dealing with objections is therefore about providing more information.

3. It is necessary to distinguish between the concepts of "objection" and "condition". A condition is most often an insurmountable requirement, while an objection is a different judgment of a person about quality, price, delivery, etc. Such an opinion canchange with some persuasion techniques.

4. The commandment of any seller: "If the buyer did not object and at the same time he is in no hurry to make a purchase, then only I myself am to blame!".

Treat objections as an extra chance to share the benefits of the product on the one hand, and feel like a sales leader and reap the benefits of such leadership on the other hand.

Working with objections should never turn into a banal argument. Even if you win in such a dispute, the client will take revenge by going shopping elsewhere. In any case, you need to behave in such a way that the potential client can “save face.”

Try to turn the communication so that the person himself gives an answer to his objection: it only takes time and developed skills.

Dealing with sales objections. Milestones

Let the client express their objection in as much detail as possible

First, you need to determine exactly what specifically does not suit the potential buyer. Therefore, it is necessary to listen to it to the end, with all its appearance showing a serious attitude to his words. It would be very appropriate to clarify with a person whether his thought was understood correctly, and also to get confirmation of his words.

Try to cast doubt on the objection itself

To question any objection, ask for it to be as detailed as possible. At the same time, there should not be a shadow of condescension in the voice,sarcasm, irony, etc. In the details one should find "additional arguments" in favor of the incorrectness of the objection. While the person is "opening the objection", try to find the "vulnerabilities" of the judgment and consider your response.

Give arguments in your favor, agreeing in detail with the client's statement

In any objection, you can determine what is important and what is secondary. By agreeing on small details, demonstrate the merits of the product by contrasting them with objections. At the same time, show how little this objection means against the background of the benefits that the product will bring. Avoid using the word "but" - use "and" instead.

Make sure your arguments lead to the desired result

Working with objections requires confirmation that consent has been received from the client and you can move on. To do this, you can use phrases such as “Do you agree that ….”, “I believe this removes this problem …”, “What we have come to allows us to …”, etc.

After all the objections are over, all that remains is to competently close the deal. Of course, it is very difficult to enumerate the entire arsenal of techniques for neutralizing objections. However, the main principle can be distinguished: at the beginning you need to agree, and then correctly and gently (without any dispute!) Overcome the objections of the buyer.