An objection is not a rejection

"An objection is not a rejection; it is simply a request for more information"

Bo Bennett

Often an objection, if it is a legitimate one, can lead to a sale. The key is the ability to handle an objection.?

There is a straightforward process to follow when resolving objections.?

Listen?

Stop! Do not try to jump in at the beginning – this may cause further objections. When you interrupt them, you are objecting to their objections. Listen to understand not to respond.?

They are trying to tell you something that will help you to sell them.??

Acknowledge the objection or concern.?

Emphasise?

Ask some questions. This not only show you are interested in them, but it also gives you the most information with which to make the sale.?

Remember that this is not an interrogation and that giving them the “third degree” will turn them off. So, keep your questions light and relevant.?

This is also a good time to ask them if they have any other concerns, which if you can resolve them, might lead to a close.?

Assess?

Now before you dive into objection-handling, think!?

• What methods will work best with this client??
• What sort of objection is it??

It may be a:?

• Complaint – you need to demonstrate action??
• Misunderstanding – clarity for the customer without telling them they are wrong?
• Scepticism – they may need some proof in the form of a reference or trial.?
• Drawback – there may be a drawback of your product or service. You may need to be honest whilst at the same time demonstrating the bigger picture.?

Resolve?

After you have assessed the type of objection, it's time to resolve the issue. This stage may sometimes only be a few seconds after they object, or it may require more time going over the steps.?

No when you are ready use the objection handling technique that you believe will work best.?

Nail?

Finally, check to find out whether you have been successful! Ask if you have answered their question. Ask if there are any more concerns. As necessary, handle other outstanding objections. Then “Nail it!” Go for commitment.?

Justification?

When people object, they often are questioning the value of your offer. If you can subsequently show that it is fair and reasonable, then they no longer have reason to object. It’s a chance, rather than fighting the objection, to justify why it is reasonable.?

What are the 3 most common objections you have had??

?Reflect on how you have handled these in the past. Identify what sort of objection they might be and review how you could handle these objections in the future.??

If you strongly believe that your product or service, can genuinely solve a customer's problem and will only add value, then worst thing you can do is to walk away from an objection.??