Objection handling

Objection Handling

1. Objection Handling Prepared by, Nethravathi AP

2. What is an Objection? Why understanding an o bjection is Important? Commonly known Objections Handling the known Objections Methods for overcoming objections What is in “it” for us? Learning agenda:

3. An objection is anything that customers’ talk about that must be addressed in order to progress with the conversation. Objections are concerns, hesitations, doubts, or any other reason a customer has for not making a purchase. What is an Objection(s)?

4. Objections give us an opportunity to present more information to the customer Objections can guide us in the sales process by helping us redefine the customer's needs and determine if the customer wants more information or perhaps a different product Example: If you see a customer making use of a normal reward card for flight booking then offer a miles card Why understanding an objection is Important?

5. Most objections are based on key decisions that the customer have to make prior to a purchase Need Product Source (brand) Price Time Commonly known Objections:

6. Handling the known Objections: L - Listen to the objection R - Restate the objection A - Answer A - Acknowledge the objection

7. Provide Proof : When a customer's objection is based on misinformation, provide proof and accurate information to answer the objection Demonstration: Demonstrate the product's features and explain the benefits. Give a hands-on of the product Testimony: Use a testimonial from a previous customer or another neutral person to encourage the customer to resolve the doubts on the brand M ethods for overcoming objections

8. What is in “it” for us ? Customer raises an objection Handle and resolve the objection Close the sale Try for trial close immediately O pportunity identified YES NO