Chapter 16 – Handling Customers Questions and Objections
Chapter 16 – Handling Customers Questions and Objections
Objectives 16.1
Objections are honest reasons a customer has for not making a purchase and excuses are insincere reasons a customer uses for not buying.
Objections are welcome in a sales process – they allow the customer to express concerns and give the sales person an opportunity to bring out additional sales points.
5 buying decisions based on common objections:
• Need
• Product
• Source
• Price
• Time
4 steps involved in handling customer objections:
• Listen carefully
• Acknowledge the customer’s objections
• Restate the objections
• Answer the objections
Terms 16.1
• Objections – are concerns, hesitations, doubts or other honest reasons a customer has for not making a purchase.
• Excuses – are insincere reasons for not buying or not seeing the salesperson.
• Objection analysis sheet – enumerates common objections and gives responses to them.
• Paraphrase – is to restate objections in a different way.
Objectives 16.2
6 methods of handling objections:
• Boomerang method – an objection comes back to the customer as a selling point.
• Question method – is when the customer is questioned in an effort to learn more about the objections raised.
• Superior Point method – permits the salesperson to acknowledge objections as valid yet still offset them with other features and benefits.
• Direct Denial method – provides proof and accurate information in answer to objections
• Demonstration method – is a technique that answers objections by illustrating one of more features of a good of service.
• Third Party method – involves the use of a previous customer or another neutral person who can give a testimonial about the product.
Terms 16.2
• Boomerang method – an objection comes back to the customer as a selling point.
• Third Party method – involves the use of a previous customer or another neutral person who can give a testimonial about the product.
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