3391_ch1112_net - Responding to Objections Objections...

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Responding to Objections
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Objections Statements, questions or actions Indicate an unwillingness to buy
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Reasons for raising objections Rationalizing their decision Human nature Reassurance Training Lack of authority Sheer delight As a bargaining tool
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Objections Anticipate Forestall Customer satisfaction & more closing success Increased confidence
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Steps for dealing effectively with objections Listen Repeat Evaluate Use appropriate methods Get commitment
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Objection handling guidelines Don’t be defensive Make sure you understand it Don’t belittle the objection Don’t argue Don’t over answer Don’t fake an answer Don’t forget to get confirmation
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Methods for overcoming objections Direct denial Indirect denial (“yes, but”) Compensation method Feel-felt-found Boomerang method Pass-up method Postpone method Reduce to the ridiculous
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Direct denial Incorrect information Refute & explain
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Indirect denial Agree w/ prospect Follow with a disclaimer “I can’t take a chance on buying from you because your truck tires have a reputation of poor quality.” “You’re right. We did have a quality control problem in some of our plants about 7 years ago. But now, we have state-of-the-art equipment and modern quality control procedures in all of our plants. For the past 3 years, our truck tire quality has been among the best in the business. Here are the findings of those independent research laboratories.”
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Compensation Cannot be denied Cite an even more important buying benefit “I don’t think I’ll have much success selling your Dustlifter vacuum. It runs for only 15 minutes before it needs recharging while the QuickPickups runs for 30 minutes.” “That’s correct but their vacuum weighs twice as much as ours, so the user’s hand is under considerable strain. Our
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This note was uploaded on 09/09/2011 for the course MAR 3391 taught by Professor Garcia,s during the Fall '08 term at University of Central Florida.

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3391_ch1112_net - Responding to Objections Objections...

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