Sales Objections
Women’s HealthCare Joseph Youssef

Sales Objections
Analysis
Women’s HealthCare Joseph Youssef

Sales Objections Analysis
What is an objection ?
It’s a concern raised by the buyer provides a feedback about
what is really in mind.
Women’s HealthCare Joseph Youssef

Sales Objections Analysis
Why is it important to analyze objections?
Objections Opportunities
Women’s HealthCare Joseph Youssef

Sales Objections Analysis
Source
Type
Women’s HealthCare Joseph Youssef

Sales Objections Analysis
Need Product
• I don’t not need the • I don’t like the product.
product. • Your product makes too
• I’ve never done it that much noise.
way before.
Firm Price Time
• I don’t like your • I have no money • I’m just not interest
company. • The value does not today.
• I don't like you. exceed the cost. • I need time to think
about it.
Women’s HealthCare Joseph Youssef

Sales Objections Analysis
Misunderstanding Skepticism Drawback
• The buyer believes in • The buyer doubt in • The buyer believes in
a feature or defect the features or the a feature or defect
which doesn’t exist. manuals. which exist.
Women’s HealthCare Joseph Youssef

Sales Objections Analysis
Customer: Your Customer: Your Customer: I’m
Example 2
Example 3
Example 1
product is low company supports travelling
quality. Israel‘s economy. tomorrow.
Hint: You know it’s Hint: You told him Hint: Your product
from the top 5 in before that your needs 72 hrs for
the market. company invest installation.
money in Egypt
only.
Source: Source: Source:
Product Firm Time
Type: Type: Type:
Misunderstanding Skepticism Drawback
Women’s HealthCare Joseph Youssef

Sales Objections Analysis
Type
Source
• Need • Misunderstanding
• Product • Drawback
• Firm • Skepticism
• Price
• Time
Women’s HealthCare Joseph Youssef

Sales Objections Analysis
Magi Green spent considerable time working with a
Case 1
prospective buyer. She thought a good order would be
forthcoming on her next call. A portion of her conversation
with the buyer went as follows:
BUYER: You know, I like what I hear about your copying
machine. But how can I be sure it will be available on the
days that we need it for our next project.
MAGI: We’ve never had any real complaints before. I’m
pretty sure they will be easily available and installed on time.
BUYER: You are sure of that?
MAGI: Well, I’ve never heard of any problems that I can
remember.
BUYER [appearing unconvinced and looking at some papers
on his desk with out glancing up]: I’ll let you know later what
I plan to do. Thanks for dropping by.
Women’s HealthCare Joseph Youssef

Sales Objections Analysis
Case 2
You have been describing to a retail security officer and his
boss a new security camera that your firm just introduced.
The camera has tracking features that make it easier for
security to review tapes.
The security officer says, “I would really like that”
The boss says, “Well, if it’s what you think we need, OK. How
much does it cost?”
At your reply, “This one is £ 2,498,”
the boss exclaims, “For that little thing”
Hint: Your competitor costs £ 1,500.
Women’s HealthCare Joseph Youssef

Sales Objections
Responding
Women’s HealthCare Joseph Youssef

Sales Objections Responding
How can we respond to an objection ?
&
Relax Listen
To answer before listening is foolish and
shameful…
Women’s HealthCare Joseph Youssef

Sales Objections Responding
Why do we need to respond properly?
The reality is that salespeople run into rejection in
a day than most people have to absorb in weeks or
months.
Women’s HealthCare Joseph Youssef

Sales Objections Responding
Common methods for responding to objections
Women’s HealthCare Joseph Youssef

Sales Objections Responding
Rules in consideration
Rule No 1
• Relax and listen
Rule No 2
• Evaluate objections
Rule No 3
• No ideal response method
Women’s HealthCare Joseph Youssef

Sales Objections Responding
Common methods for responding to objections
If the buyer makes a
statement that is Direct denial
Indirect denial
, USE:
If the buyer raises a Compensation
or Boomerang
Feel – Felt – Found
Pass by
USE: Postpone
Women’s HealthCare Joseph Youssef

Sales Objections Responding
1. Direct denial
Form
• Disagree + Evidence
Buyer:
“Your product’s quality is too
low.”
Response:
“ That simply is not true. Our
product has been rated as the
highest in the industry for the
last three years.”
Women’s HealthCare Joseph Youssef

Sales Objections Responding
1. Direct denial
•No one likes to be told that he or
she is wrong.
•This will lead to confrontation.
Use when objection refers to
something that is critical important.
Women’s HealthCare Joseph Youssef

Sales Objections Responding
2. Indirect denial
Form
• Assure that the question is a good one + Evidence
Buyer:
“Your product’s quality is too low.”
Response:
“ That ‘s really an excellent question, and
allows me to clear up a misconception that
perhaps I’ve given to you. Actually, though,
our product has been rated as the highest
in the industry for the last three years.”
Women’s HealthCare Joseph Youssef

Sales Objections Responding
3. Compensation
Form
• Admit + Benefit detailing
(Optional)
Buyer:
“Your product’s quality is too low.”
Response:
“ I defiantly understand your concern.
However, It was designed that way in order
to be simple and less complex moreover
economic comparative to other competitor
products.
Women’s HealthCare Joseph Youssef

Sales Objections Responding
3. Compensation
Feature – Benefit Cost effective
Benefit 1
Feature 1
Benefit 2
Benefit 3
Feature 2
Benefit 4
Price objections
Women’s HealthCare Joseph Youssef

Sales Objections Responding
4. Boomerang
Form
• Admit + Return objection into a reason for buying
Buyer:
“Your product’s quality is too low.”
Response:
“ The fact that the quality is lower than in other
products is probably the very reason you should
buy it. You said you have grandchildren, you just
need something simple and low-priced. This
product fills that need.
Women’s HealthCare Joseph Youssef

Sales Objections Responding
4. Boomerang
It can appear
Women’s HealthCare Joseph Youssef

Sales Objections Responding
5. Referral / Third party testimony method
Form
• Feel – Felt – Found
Buyer:
“Your product’s quality is too low.”
Response:
“ I can certainly understand how
you feel. Dr. Adel felt the same
way before he bought the product.
But after using it, he found the
quality was actually superior to
that of the others.”
Women’s HealthCare Joseph Youssef

Sales Objections Responding
5. Referral / Third party testimony method
• Avoid extremes
• Avoid unpleasant relations
• Third party permission
• References
Women’s HealthCare Joseph Youssef

Sales Objections Responding
6. Postpone
Form
• Permission to answer later + Detailing
Buyer:
“Your product’s quality is too low.”
Response:
“ That’s an interesting point. Before
discussing fully, I would like to cover just
two things that I think will help you better
understand the product from a different
perspective. OK?”
Women’s HealthCare Joseph Youssef

Sales Objections Responding
6. Postpone
•Raise an objection in the early part of the sales interview
• Should ask for permission
•Some objection best to be answered when they occur
Never use it if the buyer insist to know the answer.
Customer: what are the delivery schedules
Example
for this product?
Salesperson: I would really prefer to discuss
that after we talk about our production line.
Customer: No, I want to know now!
Salesperson: Well, we deliver it within 72
hrs.
Women’s HealthCare Joseph Youssef

Sales Objections Responding
7. Pass-up / Acknowledge
Form
• Acknowledge + [PAUSE] + Another topic
Buyer:
“Your product’s quality is too low.”
Response:
“ I understand your concern. You know one
of the things I always look for is how
product's quality stacks up against its cost.
[PAUSE] Now, we were talking about….”
Women’s HealthCare Joseph Youssef

Sales Objections Responding
7. Pass-up / Acknowledge
• Use rarely / sparingly
• Use with FALSE objections
• Probing & clarify [ Acknowledge]
•PAUSE : 3 – 5 sec.
• Experience is the key
Women’s HealthCare Joseph Youssef

Sales Objections Responding
Objections
Analyze Respond
Source Type Direct
Need Misunderstand Indirect
Product Drawback Compensation
Firm Skepticism Feel - Felt - Found
Price Boomerang
Time Postpone
Pass-by
Women’s HealthCare Joseph Youssef

Sales Objections
Author : Joseph Youssef
Women’s HealthCare Joseph Youssef

Sales Objections Analysis
Joseph Youssef
Women’s HealthCare Joseph Youssef

Sales Objections
Women’s HealthCare Joseph Youssef