Chapter11

Chapter11 - Responding to Objections Chapter 11 Chapter Why...

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Chapter 11 Chapter 11 Responding to Objections
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Why Do Buyers Raise Objections? Why Do Buyers Raise Objections? Objections- a concern or question raised by the buyer Do anticipate and eliminate hidden objections When do objections occur? Objections can be raised from the initial securing of an appointment to after-sale follow- ups
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Objections In The Sales Process Objections In The Sales Process Setting Up An Initial Appointment Objections with appointment times or dates When products, services, or concepts are unfamiliar to the buyer The Presentation Disbelief in salesperson’s opening statement Buyers dislike of small talk Objections to salesperson’s stated goals for the meeting Points raised in the presentation (potentially positive; shows prospect’s interest)
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Objections in the Sales Process Objections in the Sales Process Attempting To Obtain Commitment Salesperson must uncover and respond to objections Salesperson must understand probable objections and provide supporting third-party documentation Lots of objections often result from salespeople with underdeveloped selling skills After The Sale Installation, quality of the product or service, customer service personnel’s lack of friendliness, or credit department’s refusal of terms promised by the salesperson
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Common Objections Common Objections Some buyers object to make salespeople nervous Conditioned salespeople recognize this practice Five Major Types Of Objections (See exhibit 11.1-P.280) 1) Objections related to needs 2) Objections related to the product 3) Objections related to the source 4) Objections related to the price 5) Objections related to time
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Objections Related to Needs Objections Related to Needs I Do Not Need The Product Or Service Logical if the salesperson cannot establish a need in the buyer’s mind More difficult in pioneer selling I’ve Never Done It That Way Before Buyer’s are hesitant to change (fear or ignorance) Habits and customs help insulate the prospect from certain risks
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Objections Related To The Product Objections Related To The Product I Don’t Like The Product Or Service Features Features are unsatisfactory or unavailable (Ex. I don’t like the design., We prefer printed circuits!) I Don’t Understand Seller must carefully observe the buyer’s nonverbal cues Misunderstanding of technical terms and benefits I Need More Information Attempt to get more information Logical justification of the purchase
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Objections Related To The Source Objections Related To The Source I Don’t Like Your Company
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Chapter11 - Responding to Objections Chapter 11 Chapter Why...

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