how to cope with Customer Objections
Most salespeople are scared of objections & feel ill-equipped to handle them.
But in fact, if the Customer wasn’t interested in your proposal, he won't bother to raise any objections, but just listen to your sales pitch & then send you packing.
So an objection is a good sign & should be welcomed!
Objections show a Prospect is interested in your offering & is actually expressing a concern, which gives you the perfect opportunity to outline your right-fit solution that will meet his needs.
Therefore, objections are good for you – look forward to them with confidence.
Here is a winning strategy to convert Customer objections into sales.
- Listen to the Objection. When he says, “But, what about….” let him explain exactly what it is bothering him. Focus & listen. Do not interrupt. Listen & you will pick up valuable insights as to his real needs & concerns.
- Uncovering the real concerns. Often a Customer will mask the true reason for an objection. EG he may not want to admit that they don't have budget to buy your product. Ask exploratory questions, like “Is product downtime a particular issue? Have you had trouble with it before?” this will draw him out & allow you to hit on the core issue.
- Para-phrase it back to him. Once he has explained his situation, to be sure you fully understand, repeat it back to him as you see it. Then allow him to correct you on any discrepencies.
- Respond with a solution. Only when you are sure you fully understand it, respond to the objection. Most people experience fear when it comes to the crunch of making the buying decision. Your task is to allay that fear. Stories are powerful so sharing another Customer’s positive experience or providing some statistics strengthens your case & helps ease the Prospect into a buying mode.
- Dot the i’s & cross the t’s. Before moving on, make sure the Customer is comfotable with your solution. A simple “ok, so have we allayed your concerns?” is normally all it takes.
- Keep the focus. Ok, so the objection has been managed, time to bring the Customer back to the business at hand. Even if you are only in the middle of your pitch, often a successful response to an objection will create a buying sign – move directly into the close!
Remember the objective is clinching the deal, not how good your sales pitch is! Otherwise finish your presentation then start the close.
Happy selling!
Richard
https://www.bizgro.co.za/
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