PS_CH10 - Chapter 10 Responding to Customer Concerns How do...

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Chapter 10 Responding to Customer Concerns
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How do you feel when… Someone interrupts you? Someone causes you to start talking about a different topic before you’re ready?
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Objections are Feedback and Questions Why should we Love Objections? Normal and necessary part of sales process Few customers agree or disagree 100% Welcome resistance as feedback Prospect is engaged Keys to responding are: Think Positively Ask Questions!
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Dealing with Concerns Concerns can come in many forms: As a question As a comment Verbal Nonverbal As a “No” In order to gain the “Key” you must: Listen Observe Ask questions Know the customer
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Traditional Sales Process Prospecting Pre-call Information Approach Needs Discovery Presentation Dealing w/   Concerns Obtaining Commitment Follow-up Lead Prospect Customer When do prospects raise objections?
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Setting up an initial appointment Most common when products, services, or concepts are foreign to the buyer
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This note was uploaded on 01/19/2012 for the course MKTG 4410 taught by Professor Michaelserkedakis during the Spring '12 term at Kennesaw.

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PS_CH10 - Chapter 10 Responding to Customer Concerns How do...

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