Objections Flashcards
Product
Based on:
- features
- quality
- brand preference
- required service
- color, size or model
Place/Company
Result of a negative experience
Time
- Used to delay making a buying decision
* Most difficult objective to handle
Quantity
-given by customers when they feel they’re overbuying
•usually when buying extras
-point out the benefits of quantity purchases
Need
-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
When do you answer an objection?
At the moment the customer states the objection. Offer an answer so the customer can forget about the objection
What are the 8 techniques/methods for overcoming objections?
- Yes, but
- Toss it back (boomerang)
- Deny it
- Point-counterpoint (superior-point)
- Inquiry (question)
- Show ‘Em (demonstration)
- Testimonial (third party)
- Try it! (Close on an objection)
Yes, but
- most common method
- used to clarify and to expand on information
- acknowledge the objection, then answer the question
Toss it back
Boomerang
- used when objection is based in product/service
- toss the objection back to the customer
- turn objection into selling point
Dent it
- used to correct wrong information or a misunderstanding
- poorest method of answering objections
Point-counterpoint
-outweigh the objection
Inquiry (question)
- helps determine which features and benefits the customer wants
- helps focus on the sales presentation
Show ‘em
- shows the product in use
- proves the selling point
- shows the customer is wrong without actually saying they’re wrong
Testimonial
-based on someone’s personal experience
•reference to you personally liking it or a previous customer or someone you know
Try it
- product is loaned on approval
- use of demonstrators and samples
- objections may be a buying signal
