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Ch_12_PP_5th_Edition

Ch_12_PP_5th_Edition - CHAPTER 12 Handling Objections...

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1 Learning Objectives: Develop a positive attitude toward objections. Understand why prospects have sales resistance. Learn how to uncover hidden concerns or questions. Know the basic strategies for overcoming sales resistance. Become familiar with the six-step plan for dealing with sales resistance. Learn specific techniques to overcome objections. Discover tactics to handle price concerns. Handling Objections CHAPTER 12 CHAPTER 12
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2 Q: When do prospects object? A: At any time during your sales call… from your first introduction up to the time you try and close. When Objections Occur
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3 Negotiation and the Relationship Sales Cycle Negotiation in Selling Trying to reach an agreement based on mutual interest Use a win-win approach Negotiation takes place throughout each step or stage of the selling process
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4 Defining Objections An objection is anything the prospect says or does that presents an obstacle to the smooth completion of the sale Learn to accept objections as a challenge, which when handled correctly will benefit you and your prospect If you fear objections you will fumble your response, often causing you to fail Prospects that buy have 58 percent more objections Welcome objections!
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5 Why Prospects Offer Resistance: Psychological Reasons Dislike decision making Prefer old habits Reluctance to give up something old for something new Unpleasant past associations with you or your company Resistance to domination Perceived threat to self- image QuickTimeª and a TIFF (Uncompressed) decompressor are needed to see this picture.
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6 Why Prospects Offer Resistance: Logical Reasons All or part of the presentation was misunderstood Prospect is not convinced Hidden reason - does not want to reveal real reason
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7 Classify the Objection Six basic categories of objections or sales resistance: Product objection Objection to the salesperson Objection to your company Don’t want to make a decision Service objection Price objection (possibly hiding real objection)
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8 Tips for Handling Objections: Keep the buyer’s attitude toward your product positive
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