Published on July 9, 2013
Overcome Objections Http://www.power-hour.co.uk – Bite Size Training Materials Overcome Objections
Overcome Objections Http://www.power-hour.co.uk – Bite Size Training Materials 2012 By the end of the Power Hour you will be able to: • Describe the different types of objection, and what is driving them • Explain different techniques for overcoming objections, and when each is useful • Use different techniques for overcoming objections.
Overcome Objections Http://www.power-hour.co.uk – Bite Size Training Materials 2012 Common Types of Objection •The customer doesn't see a need for your product/service at this time. •They cannot see how your product/service meets the needs they have.Need •Your product/service is beyond the customer's budget. •Your product/service incurs too many add-ons. •The customer believes that they can a lower price. Value •The product/service does not fulfill ALL of the customer's needs. •The customer is unhappy with specific aspects of your product/service. •The customer is not confident about all the aspects of your product/service. Features •The customer doesn't like your product/service, or some aspect of it. •The customer is uncomfortable with the salesperson or the business itself.Desire
Overcome Objections Http://www.power-hour.co.uk – Bite Size Training Materials 2012 Techniques for Overcoming Objections K – Keep calm L – Listen I – Indicate understanding P- Pause S – Sell the benefits of your proposal KLIPS courtesy of www.GaryGorman.com
Overcome Objections Http://www.power-hour.co.uk – Bite Size Training Materials 2012 Techniques for Overcoming Objections • Stop and demonstrate that you heard the customers concerns. Acknowledge • Ask questions to help you to understand the issue, NOT to persuade the customer that their concern is unjustified. Question and Listen • Show you have listened by repeating them back to them and then provide suggestions that may solve the problem for the customer. • Use hypothetical questions to test ideas out, and further understand the true nature of the objection. Find Solutions • Summarise their concerns and what has been accepted as a suitable solution. You may then proceed to closing the sale. Share Agreement
Overcome Objections Http://www.power-hour.co.uk – Bite Size Training Materials 2012 Make it Work at Work What are you going to DO as a result of this Power Hour Session?
Overcome Objections Http://www.power-hour.co.uk – Bite Size Training Materials 2012 These slides have been produced as an optional resource to support a Bite-Size Training session on this subject. A full set of materials, including detailed Session Leader’s Guide, Delegate Workbook and supporting activities can be purchased from our Training Shop Our Training materials are licence-free, but are for use by the purchaser only. They CANNOT be passed or sold on.
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