Chapter 8 Flashcards
sales resistance
buyers objections to a product or service during a sales presentation
Reasons Why Prospects Raise Objections
- The prospect wants to avoid the sales interview
- The salesperson has failed to prospect and qualify properly
- Objecting is a matter of custom(never buy on first sales call)
- The prospect resists change
- The prospect fails to recognize a need
- The prospect lacks information
types of objections
- no need
- product or service objection
- company objection
- price is too high
- time/delaying
need objection
resistance to a product/service in which a buyer says that he or she does not need it
product or service objections
resistance to a product/service in which a buyer does not like the way the product or service feels
company or source objections
resistance to a product/service hat results when a buyer has never heard of or is not familiar with product’s company
price objection
resistance to a product/service when the price is too high for the buyer
time objection
resistance to a product/service in which a buyer puts off the decision to pay at a later date
LAARC
Listen, acknowledge, assess, respond, and confirm. describes an effective sales process for salespeople to follow to overcome sales resistance
Forestalling
take care of the objection before the prospect brings it up
direct denial
give a rather harsh response that the prospect is wrong
indirect denial
soften the blow when correcting a prospectives information
translation or boomerang
turn a reason not to buy into a reason to buy
compensation
counterbalance the objection with an offsetting benefit
questioning or assessing
as the buyer assessment questions to gain a better understanding of what they are objecting to
third-party reinforcement
use the opinion of a third party source to help overcome the objection
feel-felt-found
salesperson relates that others actually found their initial opinions to be unfounded
coming-to-that
the salesperson tells the buyer that he or she will be covering the objection later in his or her presentation
commitment signals
favorable statements that may be made by the buyer
trial commitments
determines the attitude of your buyer toward a particular feature or benefit
techniques to earn commitment
- ask for the order/direct commitment
- ask for a legitimate choice/alternative choice
- provide a summary commitment
- use the T-account or the balance sheet commitment
- use the success story commitment
direct commitment
straightforward request for an order
alternative/legitimate choice
asks the prospect to choose from a limited number of choices
summary commitment
summarize all the confirmed benefits to which there has been as agreement
T-account or balance sheet commitment
a summary commitment on paper
success story commitment
salesperson tells a story of a business that successfully solved a problem by buying his or her products
standing-room only close
this close puts a time limit on the client in an attempt to hurry the decision to a close. “these prices are only good until tomorrow”
assumptive close
the sales person assumes that an agreement has been made and hands the buyer the order form and a pen
fear or emotional close
salesperson tells a story of something bad happening if the purchase is not made.
continuous yes close
the salesperson asks a number of questions each formulated so the buyers response is yes
minor-points close
seeks agreement on relatively minor issues associated with the full order. “do you prefer cash or charge?”
traditional commitment method
are viewed as overly aggressive and unprofessional (standing-room only, fear, continuous yes, minor-points, and assumptive)
