Chapter 10: Responding to Objections Flashcards
(24 cards)
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.
Indirect Denial Method
Method used to respond to objections in which the salesperson denies the objection but attempts to soften the response by first agreeing with the prospect that the objection is an important one.
Compensation Method
Method used to respond helpfully to objections by agreeing that the objection is valid, but then proceeding to show any compensating advantages.
Superior Benefit Method
Type of compensation method of responding to an objection during a sales presentation that uses a high score on one attribute to compensate for a low score on another attribute.
*Most appropriate for analytical, who are accustomed to conducting trade-off analyses.
Referral Method
Method of helpfully responding to objections in which the salesperson shows how others held similar views before trying the product or service.
*Also called the feel-felt-found method - the sequence should be as follows: “I can see how you feel… others felt the same way… yet they found….”
Third-party-testimony method
Method of responding to an objection during a sales presentation that uses a testimonial letter from a third party to corroborate a salesperson’s assertions.
*most appropriate for expressive and amiables. Both types tend to care about what other people think and are doing
Revisit Method
Process of responding to objections by turning the objection into a reason for acting now.
*also called the boomerang method
*This method works with most personality types. Drivers may require this method more often than other buyers because drivers tend to erect time constraints and other barriers and are less willing to listen to just any salesperson’s presentation.
Acknowledge Method
Responding to an objection by letting the buyer talk, acknowledging that you heard the concern, and then moving on to another topic with trying to resolve the concern.
*also called the pass-up method
Postpone Method
Objection response technique in which the salesperson asks permission to answer the question at a later time.
LAARC method
Method to respond to objections: Listen, Acknowledge, Assess (the validity of the objection), Respond, Confirm (that the objection has been answered)
