Chapter 10: Responding to Objections Flashcards
What is an objection?
A concern or a question raised by the buyer.
What are the five most common objections you may encounter?
Objections related to-
1) needs
2) product
3) source
4) price
5) time
What is pioneer selling?
Selling a new and different product, service, or idea - the salesperson has more difficulty establishing a need in the buyer’s mind.
“I do not need the product or service. Or I’ve never done it that way before” are examples of:
Objections related to NEEDS
“I don’t like the product or service features. I don’t understand. or I need more information” are examples of:
Objections related to PRODUCT
“I don’t like your company. or I don’t like you.” are examples of:
Objections related to SOURCE
“I have no money. or The value does not exceed the cost.” are examples of:
Objections related to PRICE
“I’m just not interested today. or I need time to think about it” are examples of
Objections related to TIME
What is a turnover (TO)?
the account is given to a different salesperson.
What does it mean to forestall?
To prevent by doing something ahead of time.
*In selling, this means salespeople raise objections before buyers have a chance to raise them.
What are excuses?
concerns expressed by the buyer that mask the buyer’s true objections.
What must a salesperson rely on to determine the validity of reasons offered for objections?
They must rely on observation, questioning, knowledge about why people buy, and experience.
What is the probing method?
Method to obtain commitment in which the salesperson initially uses the direct request method and, if unsuccessful, uses a series of probing questions designed to discover the reason for the hesitation.
What is Friendly Silent Questioning Stare (FSQS)?
The act of silently waiting to encourage buyers to elaborate or explain more fully what their concern is.
Direct Denial Method
Method of answering objections in which the salesperson makes a relatively strong statement indicating the error the prospect has made.