Objection Handling

  • Think of “objection handling” as “addressing concerns”
    • How does that change your perspective?
  • Objections are good
    • They are signs of interest and point to what areas concern the customer most.
  • Zero objections are a red flag.
    • If a customer is serious, (s) he will have questions for you.
  • Objections are inevitable; they can be minimized by asking good questions and listening – not talking.
    • As Thomas Freese states in Questions Based Selling – customers tend to “mismatch” you if you make too many statements.
  • The difference between an objection and a concern is in the tone, not the vocabulary.
    • Try it for yourself. Vary your intonation with a statement like “We already have this taken care off” and you’ll see what I mean.
  • An objection may be a customer’s way of throwing you off or testing your confidence.
    • A good way to deal with it is to ask more. Say something like “thanks for sharing your concerns with me Mr. Customer. What other challenges do you foresee?”
  • Objections are prospects’ style of expressing their desires.
    • Identify with them and their issues.
  • Don’t be afraid of objections
    • Encourage them, especially the hidden or unspoken ones – they are the silent deal-killers
  • Accept the objection – don’t fight it. It is an emotional expression of concern / fear / desire.
    • Disagree and your relationship with the customer will go nowhere, fast!
  • Verify whether you cleared every objection.
    • Remember communication is key – leave no doubt!

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