Objections

Question 1

Product

Answer 1

Based on:

• features
• quality
• brand preference
• required service
• color, size or model

Question 2

Place/Company

Answer 2

Result of a negative experience

Question 3

Time

Answer 3

• Used to delay making a buying decision

* Most difficult objective to handle

Question 4

Quantity

Answer 4

-given by customers when they feel they’re overbuying
•usually when buying extras
-point out the benefits of quantity purchases

Question 5

Need

Answer 5

-occurs when there’s a conflict between needs and wants
•debate if they need it or not
-establish need by stressing the products benefits and value

Question 6

When do you answer an objection?

Answer 6

At the moment the customer states the objection. Offer an answer so the customer can forget about the objection

Question 7

What are the 8 techniques/methods for overcoming objections?

Answer 7

1. Yes, but
2. Toss it back (boomerang)
3. Deny it
4. Point-counterpoint (superior-point)
5. Inquiry (question)
6. Show ‘Em (demonstration)
7. Testimonial (third party)
8. Try it! (Close on an objection)

Question 8

Yes, but

Answer 8

• most common method
• used to clarify and to expand on information
• acknowledge the objection, then answer the question

Question 9

Toss it back

Boomerang

Answer 9

• used when objection is based in product/service
• toss the objection back to the customer
• turn objection into selling point

Question 10

Dent it

Answer 10

• used to correct wrong information or a misunderstanding

- poorest method of answering objections

Question 11

Point-counterpoint

Answer 11

-outweigh the objection

Question 12

Inquiry (question)

Answer 12

• helps determine which features and benefits the customer wants
• helps focus on the sales presentation

Question 13

Show ‘em

Answer 13

• shows the product in use
• proves the selling point
• shows the customer is wrong without actually saying they’re wrong

Question 14

Testimonial

Answer 14

-based on someone’s personal experience

•reference to you personally liking it or a previous customer or someone you know

Question 15

Try it

Answer 15

• product is loaned on approval
• use of demonstrators and samples
• objections may be a buying signal

Question 16

Procedures for overcoming objections

Answer 16

1. Listen
2. Pause
3. Empathize
4. Restate
5. Answer the objection

Question 17

Assumption close

Answer 17

Salesperson makes the assumption that the prospect will buy

Question 18

Bonus close or premium close

Answer 18

Salesperson mentions an extra bonus or free gift/ service the prospect receives with the product being purchased

Question 19

Price

Answer 19

Most common objection
Price must be justified
Sell the value, not the price