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How can you use emotional intelligence to handle objections?

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Handling objections is a common challenge for presenters, especially when they face skeptical or hostile audiences. How can you use emotional intelligence to handle objections effectively and persuasively? Emotional intelligence is the ability to recognize, understand, and manage your own and others' emotions. It can help you communicate better, build rapport, and overcome resistance. Here are some tips on how to use emotional intelligence to handle objections in your presentations.

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Shanmugapriyan S

Sales Growth Officer at Datacaliper

1 Listen actively

The first step to handle objections is to listen actively to what the other person is saying. Active listening means paying attention, showing interest, and asking clarifying questions. It also means avoiding interrupting, judging, or dismissing the other person's concerns. By listening actively, you can show respect, empathy, and openness. You can also identify the real issues, emotions, and needs behind the objections.

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2 Validate emotions

The second step to handle objections is to validate the emotions that the other person is feeling. Validating emotions means acknowledging and accepting them, without agreeing or disagreeing with them. It also means expressing appreciation and understanding for the other person's perspective. By validating emotions, you can reduce defensiveness, anger, and frustration. You can also build trust, rapport, and credibility.

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Shanmugapriyan S

Sales Growth Officer at Datacaliper
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Emotional connect is very important in business-relationship. In-fact many business closures comes through emotional connection. When you get objections in a presentation, Think Empathetically, but don't react emotionally. Understand their emotion and you can use a wonderful technique that was taught by a sales veteran in my early career. The Technique is call "Yes, But ..." Technique. Start responding with "Yes" This means you accept their statement of objection and give few points from their perspective. Then say "But," followed by your justification for that from your perspective. Add more points here so that your response to that objection will be stronger. Keep in mind, everything has exceptions.

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Chantell Brandt

Founder/CEO at N2ITIV LLC | Empowering Leaders to intentionally Think, tenaciously Plan and boldly Execute on their goals.
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By validating their emotions, you are opening yourself up to learning more than a few things about yourself. You cannot control how others feel; however, you can control your own reactions to their emotions. Ask yourself: Why they may be feeling this way? What are they trying to express? What can I learn from this experience? How I might I improve upon my actions or words to avoid this reaction in the future? These questions help slow down your own emotional reaction time just enough to properly manage in order to respond appropriately to the situation. This isn’t about “winning” it’s about respecting and valuing the other person’s perspective. Your EI growth is more than just about you!

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3 Reframe objections

The third step to handle objections is to reframe them as opportunities for dialogue, learning, and collaboration. Reframing objections means changing the way you and the other person view them, from problems to solutions, from challenges to benefits, from conflicts to common goals. It also means using positive and constructive language, avoiding blame and criticism, and focusing on the value and benefits of your proposal. By reframing objections, you can create a positive and productive atmosphere, stimulate curiosity and interest, and motivate action.

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4 Provide evidence

The fourth step to handle objections is to provide evidence that supports your proposal and addresses the other person's concerns. Providing evidence means using facts, data, examples, testimonials, or demonstrations that back up your claims and show your credibility. It also means tailoring your evidence to the other person's needs, preferences, and learning style. By providing evidence, you can appeal to the other person's logic, reason, and curiosity. You can also overcome doubts, fears, and misconceptions.

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5 Ask for feedback

The fifth step to handle objections is to ask for feedback from the other person. Asking for feedback means inviting the other person to share their thoughts, feelings, and opinions about your proposal and your presentation. It also means listening to their feedback with an open mind, thanking them for their input, and addressing any remaining questions or concerns. By asking for feedback, you can show respect, interest, and confidence. You can also gauge the level of agreement, satisfaction, and commitment.

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6 Confirm agreement

The sixth step to handle objections is to confirm agreement with the other person. Confirming agreement means summarizing the main points of your proposal and the benefits for the other person, asking for their confirmation or approval, and expressing your appreciation and enthusiasm. It also means suggesting the next steps or actions that need to be taken, and following up with them accordingly. By confirming agreement, you can close the deal, reinforce the value and benefits, and create a lasting impression.

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7 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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Ed Miller

Accelerating Results, Revenue & Profits | Sales Mentoring | Strategic Sales Planning | Target Marketing Strategy | Lead Generation | Sales Automation | Process Optimization | Faith Driven
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"Objection" is a word that creates a barrier between the the one seeking a solution (client) and the one trying to help (provider). It can conjure up images of me vs. them, win or lose, and the ever-present "overcome the objection". Rather think of it as a question and you have an answer. The motive behind a so-called "objection" can be needing more information. Get behind the question and help the client see how you solution helps. Or maybe it does not help but you will know what may be important in that clients mind.

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How can you use emotional intelligence to handle objections?

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3

4

5

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1 Listen actively

2 Validate emotions

3 Reframe objections

4 Provide evidence

5 Ask for feedback

6 Confirm agreement

7 Here’s what else to consider

Presentation Skills

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How can you use emotional intelligence to handle objections?

1

2

3

4

5

6

7

1 Listen actively

2 Validate emotions

3 Reframe objections

4 Provide evidence

5 Ask for feedback

6 Confirm agreement

7 Here’s what else to consider

Presentation Skills

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感谢您的反馈

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