Topic 6: Addressing Concerns and Earning Commitment Flashcards Preview

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Flashcards in Topic 6: Addressing Concerns and Earning Commitment Deck (25)
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1

sales resistance

buyers objections to a product or service during a sales presentation

2

major categories of objections (5)

1. no need
2. product or service objection
3. company objection
4. price is too high
5. time/delaying

3

handling buyer resistance (LAARC)

Listen
Acknowledge
Assess
Respond
Confirm

4

forestall

- introduce the source of the objection before the prospect brings it up

5

direct denial

- a rather harsh response that the prospect is wrong

6

indirect denial

softening the blow when correcting a prospects information

7

translation or boomerang

turn a reason not to buy (the source of objection) into a reason to buy

8

compensation

counterbalance the objection with an offsetting benefit

9

question

ask the buyer assessment questions to gain a better understanding of what they are objecting to

10

third party reinforcement

use the opinion or data from a third party source to help overcome the objection and reinforce the salesperson’s points

11

feel-felt-found

salesperson relates that others actually found their initial opinions to be unfounded

12

coming-to-that

the salesperson tells the buyer that he or she will be covering the objection later in his or her presentation

13

commitment

- often referred to as “closing”, gaining commitment refers to the prospect’s willingness to make a purchase from the salesperson

14

guidelines for earning commitment (3)

- look for commitment signals
- ask trial commitment questions
- resolve “red light” statements made by the prospect

15

techniques to earn commitment

1. success story
2. legitimate choice
3. balance sheet
4. summary commitment
5. direct commitment

16

success story

tells a story of a business that successfully solved a problem

17

legitimate choice

give limited number of choices

18

balance sheet

summary close on paper

19

summary commitment

- summarize all the confirmed benefits to which there has been agreement

20

direct commitment

ask for order

21

standing room only close

puts a time limit on the client

22

assumptive close

salesperson assumes that an agreement has been reached

23

fear or emotional close

salesperson tells a story of something bad happening if the purchase is not made

24

continuous yes close

uses the principle that saying yes gets to be a habit

25

minor points close

seeks agreement on relatively minor issues associated with the full order