S7 - HANDLING OBJECTIONS & CLOSING

Question 1

What are the main takeaways of Handling objections?

Answer 1

1. Empathize
   - Begin every objection-handling moment with empathy. Show the customer that you understand how they feel by relating to their perspective and providing a reason or example that supports their concerns. This reduces defensiveness and builds a collaborative tone.
2. Probe
   - Follow up empathy with thoughtful questions. Move the conversation from vague objections (“I need to think about it”) to specific concerns by asking open-ended, non-threatening questions like, “What specifically do you need to consider further?” This helps uncover the real issue behind the objection.
3. Verify
   - Once the customer shares their true concern, repeat it back in your own words to confirm your understanding. This ensures you’re addressing the right issue and reassures the customer that you’re listening. It also shifts the dynamic from confrontation to problem-solving.

Question 2

What are the steps in the sales process?

Answer 2

1. Initial contact
2. Need analysis
3. Presentation
4. Objections (go back to step 2&3 if needed)
5. Closing

Question 3

Why do customers object?

Answer 3

1. Doubts
2. Prejudice
3. Lack of trust between the product/you/company
4. Perceived need is insufficient
5. Fear of making a mistake

Question 4

Describe the APAC Strategy for handling objections

Answer 4

Acknowledge
- Receive and acknowledge objections (listening) with empathy

Probe questioning to clarify the objection
- Validation through positive rephrasing (of your understanding of the need) (ex.: you want me to…)

Answer
- Answers (FAB-OPV)

Confirm
- Validation of response (does it answer an objection)

Question 4

What are the 3 stages of closing?

Answer 4

1. Agreement request
   - Goal: obtain a commitment in line with your objectives, ask!
   - Choice of a precise objective: offer a choice (tuesday or wedn)
   - Agreement on one or more points: summarize the benefits
   - Motivational message: customers see themselves with the solution
2. Conclude
   - Seize the opportunity
   - Don’t hesitate to ask for official approval (ex.: sign paper)
   - Final details
3. Taking leave
   - Thank you, reassuring that they made a good choice, agree on a follow-up time, leave a good last impression

Question 5

What are some strategies when negotiating price?

Answer 5

1. Price presentation
   - Don’t hesitate, be confident
2. Be careful
   - Emphasizing on the importance of the price is sometimes part of the buyer’s strategy, even though it’s not always the most important criterion
3. Putting it into perspective
   - The price must always be put into perspective with its return on investment (value)
4. Comparison
   - Make sure you have all the information and negotiate with the right people