Lecture 12 - Handling Objections (Completed Notes)

Lecture 12 - Handling Objections (Completed Notes) - L12:...

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L12: HANDLING OBJECTIONS
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Today’s Agenda 1 1 1 1 1 1 1 L12 Handling Objections 2
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L12 Handling Objections Unit Objectives 1 To understand the role of objections in sales L To recognize the different types of objections L To state and explain the arch of resistance L To recognize the different negotiation outcomes L To define and sell value in your project L To describe, define, and use appropriately, each of the 15 handling objection strategies 3
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L12 Handling Objections 4 L Objections are the salesperson’s because: L No resistance, then first one in the door L Objections are the needed info to achieve the sale L Lays groundwork for . L An objection is anything that the prospect says or does that the sales process. HANDLING OBJECTIONS Best Friend Wins Negotiation Impedes
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L12 Handling Objections 5 TYPES OF OBJECTIONS 1. Valid L concerns that need to be handled before a sales . 2. Invalid L Delay, , or . Examples L “I don’t have time right now.” L “Just leave your info and we’ll call you if interested.” Sincere commitment Stalling Hidden proceeding
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L12 Handling Objections 6 TYPES OF OBJECTIONS (cont’d) 1 Hidden examples L “I always buy from my friend Charlie.” L “I have never heard of your company.” L “I don’t like people like you.” L “This is too complicated for me.”
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L12 Handling Objections 7 THE ARCH OF RESISTENCE 1 Customer may have needs or concerns with, ,delivery, , , and . L One objection usually serves as the ________. If you cannot handle this objection,then the sale is dead L How do you determine the objection? Del. Style. Color Size Value Style Price Service Options Keystone Keystone
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L12 Handling Objections 8 CHANGING RESISTANCE TO PARTNERSHIP 1 Focus on areas of L Be and L Avoid 1 st concession, except for minor areas. He who speaks 1 st . L Recap frequently L Mutually beneficial L Remain calm, avoid emotional blackmail Agreement Firm confident Loses Progress Outcomes
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L12 Handling Objections 9 NEGOTIATION OUTCOMES 1. Seller Win – Buyer Win: Both are satisfied with . This is the basis for a relationship. 2. Seller Win – Buyer Lose: buyer will eventually feel like they were . No relationship. 3. Seller Lose – Buyer win: “Super deals affect future ___________ by customer. Can’t , no relationship. 4. Seller Lose – Buyer Lose Outcome Long-Term Taken Long Term Survive Long Term expectations
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10 PRICE RESISTANCE 1 Most objection L Most objection If people bought solely on the basis of price, there would be just !! f
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This note was uploaded on 09/23/2009 for the course AEB 3341 taught by Professor Wysocki during the Spring '04 term at University of Florida.

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Lecture 12 - Handling Objections (Completed Notes) - L12:...

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