2. Objection Handling
⢠Thereâs no need to feel uncomfortable when prospects voice
their concerns -- itâs just one of the ways they express their
needs
⢠By encouraging the free expression of concerns and facilitating
an open exchange with them; demonstrate your commitment of
helping the customer make a beneficial decision
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4. Listen
⢠Keep an open mind â Be willing to listen to the other person view point
⢠Donât interrupt the prospect
⢠Do not start thinking of the answer before the prospect has finished
speaking
⢠Donât get distracted by the environment
⢠Listen â Between the linesâ
⢠Always have a smile on your face when listening (however donât over
do it)
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5. Acknowledge
⢠The purpose is to communicate to the prospect that you understand his
situation
⢠Some Examples
⢠âI understand your point of viewâ
⢠âYes, Many of my prospects have the same queryâ
⢠âThank you for bringing this point up for discussionâ
⢠âThatâs an interesting subject that you bought outâ
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6. Probe
⢠Your object in probing is to build a clear, complete, mutual
understanding of a customerâs needs, life style and aspirations
⢠You probe when you want to elicit information from a customer
⢠Whenever you feel you need additional information
⢠Use Open Ended question to get more information
⢠Use close ended question to confirm understanding
⢠Do not use questions that are repetitive, interrogative and
intrusive
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7. Answer
⢠Your answer should be to the point
⢠Use facts/data/reason to resolve the prospects concern
⢠Link the answer to the prospects needs and aspirations
⢠Show the prospect how it would be beneficial
⢠Do not get in a confrontation with the prospect
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8. Confirm
⢠Find out whether your answer has satisfied the prospect or
is there any other concern
⢠Some examples
⢠Does that answer query?
⢠Do you need any clarifications?
⢠I hope I have answered your question?
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