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Objection handling is essential and a sales person who can comfortably deal with customer concerns will not only close the immediate deal, but also build trust for future sales.
This module will help you to –
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A customer objection is really no more than a question that has so far been left unanswered. If we view them as late questions then dealing with them is far more straightforward. Remember that most customer objections fall into the following three categories –
And what they are suggesting is that if you fix this I will buy. So these are reasons to be pleased, which is why we encourage you to welcome the objection and always respect it. It is a genuine concern for them and we must regard it as such.
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This is a negotiation technique that can be used to effectively deal with customer concerns. It ticks the respect box because we show this by agreeing or understanding the objection. The Outweigh part is when we give reassurance or evidence that the concern is not a problem.
Customer-I want to have a look around because I'm keen to get a good
Sales person-Of course Madam and you're right to, and it's for this reason we offer the price match service so our customers can be confident that they are paying the best price.
Customers can often suffer buyer's remorse after purchase. This can even kick in before the product arrives in the world of telesales. While we can't eradicate this feeling entirely a little reassurance from a trusted sales person will make the customer feel good about their purchase. It's sometimes called stroking, but it involves assuring the customer they've made a good decision at the end of the sale with a simple and concise phrase.
E.g.-This is a really popular camera and everyone is thrilled by the results, so I'm sure you'll have fun with it.
It does need to be sincere and authentic so think how you can make it relevant to your customer
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Questions answered correctly are marked in green, incorrect answers appear in red.
1. What does W.A.R stand for
2. When a customer says no what do they often mean ?
3. Which of the following phrases is a positive way to challenge an objection ?
4. What are the three reasons behind most customer objections ?
5. Which of the following emotions does not help in objection handling
6. Which of the following is most likely to persuade the customer to buy?
7. Which of the following phrases would be the most appropriate response to the customer wanting to discuss with their partner?
8. Which of the following will not appeal to the Visualise buying profile ?