Addressing Concerns & Earning Commitment
Sales Resistance Buyers objections to a product or service during a sales presentation.
Anything the buyer says or does that slows down or stops the buying process.
Is a normal, natural part of any
Expanding Customer Relationships
YESTERDAY vs. TODAY
Salespeople used to think their job was over when they closed the sale.
Once they got the order, they moved on to the next prospect.
Any follow-up or customer service was minimal.
o The lifeline of an o
Being on par in terms of price and quality only gets you into the game. Service wins
We spend too much time and effort learning about our prospects to not follow
through and assess satisfaction.
Assess Customer Satisfaction
Guidelines for Earning Commitment
Look for Commitment Signals
I didnt realize you delivered everyday.
That will get the job done
The price is lower than I thought it would be.
Ask Trial Commitment Questions
What do you think about what weve discussed?
Four Sequential Components of Effective Follow-up
1. Interact: Maximize the number of critical encounters with buyer and encourage effective
dialogue and involvement.
2. Connect: Develop and maintain contact with multiple influential individuals in the
Major Categories of Objections
1. No need Buyer has recently purchased or does not see a need for the product category.
a.i. I am not interested at this time.
2. Product or service objection Buyer may be afraid of product reliability. Buyer may be
Recommended Approaches for Responding to Objections
Forestall Introduce the source of the objection before the prospect brings it up.
Direct Denial A rather harsh response that the prospect is wrong.
Indirect Denial Softening the blow when correcting a pr
Responding to Product/Service Objections
Possible Product or Service Objections:
I do not like the design, color or style.
A maintenance agreement should be included.
Performance of the product is unsatisfactory (i.e. the copier is too slow).
Responding to Price and Time Objections
I cannot afford to spend that much right now.
That is 30 percent higher than your competitors comparable model.
We have a better offer from your competitor.
I need something a lot cheaper.
Process for Negotiating Buyer Resistance
LAARC: A customer-oriented way to keep the sales dialogue positive.
Dont anticipate what theyre going to say.
Salespeople should listen to what their buyers are saying.
Dont cut them off.