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Objection handling
- 2. Objectives By the end of this session you will be able to: Understand why objections occur How to reduce objections Learn useful models to overcome objections Recognise the benefits of using this approach for both yourself and your business
- 3. What did we learn last week? In 2 groups brainstorm what closing techniques we discovered last week and how using them can help 3 minutes
- 5. On the run up Rapport is POWER Responsiveness Questions – Just a tool! Commonality “Blah, Blah, Blah?” How do most people try to get rapport? People like people who are like themselves or are like they would like to be!
- 6. Your world In pairs • What are the most common types of objections? • What do these objections mean? • How do you currently handle them?
- 7. 6 Common Type 1. General Resistance = RAPPORT 2. Unspoken = Questions 3. Excuses = Feel , Felt , Found 4. Request for information = APAC and Your expertese ! 5. Show Off = Flattery 6. Factual = APAC
- 8. REFRAME
- 9. Feel , Felt , Found • Tell them “I understand how you feel”. • Shows listening and empathy • Tell them about someone else who felt the same way initially. • They are not alone and it can change • Then tell them how that person found that when they did what you wanted/bought the product, they got what they wanted. “I understand you feel that there are cheaper competitors around. One of our biggest customers felt that way initially, but when they tried the service they found that they saved 55% on their cost base.”
- 10. A.P.A.C Acknowledge - Agreement Frame Agree with why the prospect thinks that way Probe - Questions Fully understand what the concern is. The ripples on the top don't tell you the current. Answer - Specifics Use past examples to reframe this. Close - Confirm point of view Check this has answered the concerns. Repeat process if needed MOVE to CLOSE SALE
- 11. 6 Categories of Objections 1. General Resistance = RAPPORT 2. Unspoken = Questions 3. Excuses = Feel , Felt , Found 4. Request for information = APAC and Your expertese ! 5. Show Off = Flattery 6. Factual = APAC
- 12. Put it all together What techniques to notice? How does overcome objections?
- 13. Exercise - Reframe • Working in pairs – a) Seller b) Buyer • SELLER: Try to sell 2 Premium Tickets to the new James Bond film • Premium means they are for the ‘Directors Lounge’ costing £3.00 per ticket • Start the sale from “Would you like to buy these tickets? • BUYER: Give at least 2 objections • SELLER: Attempt to overcome these using the techniques given
- 14. Re- Cap • What have you learnt today? • How will this benefit you and your business?
Hinweis der Redaktion
- What is value?
- Not having rapport often leads to objections – BECAUSE you are mismatching – Not in relationship – No Trust When FEAR occurs the basic human system moves into FIGHT or FLIGHT – TRUST can stop this MIS-MATCHING What can we match on the phone? Tone, Pace, Terms (Fantastic – Marvellous) What can we match in person? Body Language Eye Contact Gestures Breathing Proximity – SPACE Touch – Positive renforcement Switch on the senses
- To handle all objections we must reframe it to prospect Re-direct the prospective to see something they have seen