{"id":395,"date":"2022-02-02T18:30:41","date_gmt":"2022-02-02T23:30:41","guid":{"rendered":"https:\/\/pressbooks.bccampus.ca\/thepowerofselling\/?post_type=chapter&p=395"},"modified":"2022-04-25T14:07:06","modified_gmt":"2022-04-25T18:07:06","slug":"11-2-types-of-objections-and-how-to-handle-them","status":"publish","type":"chapter","link":"https:\/\/pressbooks.bccampus.ca\/thepowerofselling\/chapter\/11-2-types-of-objections-and-how-to-handle-them\/","title":{"raw":"11.2. Types of Objections and How to Handle Them","rendered":"11.2. Types of Objections and How to Handle Them"},"content":{"raw":"Learning how to handle objections is key, especially when many of the same ones occur regularly. All handling techniques should be an attempt to reframe the objection so that the prospect understands the bigger picture, the benefits to your product or service and any missing information is provided (Rogers, 2014).\r\n
    \r\n \t
  1. Restate\u00a0the objection before answering the objection<\/em>. It is a good idea to check for understanding and demonstrate that you are listening by restating your prospect\u2019s objection. For example, \u201cSo what you\u2019re saying is you\u2019re concerned about the capacity during peak periods\u201d or: So you are saying that you\u2019re concerned with ROI and the impact on your total costs?\u201d (Rogers, 2014).<\/li>\r\n \t
  2. View\u00a0the\u00a0objection as\u00a0a question<\/em>\u00a0and then question to understand. \u201cWhy do you feel the price is too high\u201d or \u201cCan you share your concerns in this area?\u201d \u201cWhat changes would make this work\u201d<\/li>\r\n \t
  3. Take\u00a0a pause before responding.<\/em> Many times salespeople \u201coversell\u201d when they are answering an objection. When a prospect raises an objection, stop, listen, and pause for a few seconds. This shows the prospect that you are legitimately listening to her objection, not just trying to sell (Verrecchia, 2004).<\/li>\r\n \t
  4. Use testimonials and past experiences<\/strong><\/em>. Don\u2019t avoid answering any part of an objection. In fact, objections are the perfect time to share testimonials. For example, \u201cI have another customer who was concerned about the turnaround time. They found that not only were we able to deliver on time, we were slightly under budget.\u201d (Verrecchia, 2004).). Testimonials can be very powerful at any point in your sales presentation but especially when a prospect presents an objection.<\/li>\r\n<\/ol>\r\n

    Dos and\u00a0Don\u2019ts of Handling Objections\u00a0(Low, 2004)<\/h2>\r\nThe following are things you should concentrate\u00a0on doing<\/em>\u00a0when you are handling objections:\r\n
      \r\n \t
    • Do<\/strong>\u00a0maintain a positive attitude and be enthusiastic.<\/li>\r\n \t
    • Do<\/strong>\u00a0remember that objections are a natural part of the sales process and should not be considered as a personal affront.<\/li>\r\n \t
    • Do<\/strong>\u00a0maintain good eye contact, even when under fire.<\/li>\r\n \t
    • Do<\/strong>\u00a0listen closely to an objection.<\/li>\r\n \t
    • Do<\/strong>\u00a0acknowledge the objection and let your prospect be heard.<\/li>\r\n \t
    • Do\u00a0<\/strong>prepare to prove your position with testimonials, references, and documentation.<\/li>\r\n<\/ul>\r\nThe following are things you should\u00a0avoid doing<\/em>\u00a0when you are handling objections:\r\n
        \r\n \t
      • Don\u2019t<\/strong>\u00a0knock the competition. That takes the focus off you and your company, and you never want to do that.<\/li>\r\n \t
      • Don\u2019t<\/strong>\u00a0say anything negative about your company.<\/li>\r\n \t
      • Don\u2019t<\/strong>\u00a0say anything negative about your product or service.<\/li>\r\n \t
      • Don\u2019t<\/strong>\u00a0tell the customer that they are wrong.<\/li>\r\n \t
      • Don\u2019t<\/strong>\u00a0tell the customer, \u201cYou don\u2019t understand.\u201d<\/li>\r\n \t
      • Don\u2019t<\/strong>\u00a0argue with a customer.<\/li>\r\n \t
      • Don\u2019t<\/strong>\u00a0lie to a customer. Long-term relationships are built on trust and honesty. It is far better to say, \u201cI don\u2019t know, but I\u2019ll find out and get right back to you.\u201d<\/li>\r\n \t
      • Don\u2019t<\/strong>\u00a0be defensive. That\u2019s not a positive approach to an objection.<\/li>\r\n \t
      • Don\u2019t<\/strong>\u00a0lose your cool with the customer.<\/li>\r\n \t
      • Don\u2019t<\/strong>\u00a0let an objection go by without an answer.<\/li>\r\n<\/ul>","rendered":"

        Learning how to handle objections is key, especially when many of the same ones occur regularly. All handling techniques should be an attempt to reframe the objection so that the prospect understands the bigger picture, the benefits to your product or service and any missing information is provided (Rogers, 2014).<\/p>\n

          \n
        1. Restate\u00a0the objection before answering the objection<\/em>. It is a good idea to check for understanding and demonstrate that you are listening by restating your prospect\u2019s objection. For example, \u201cSo what you\u2019re saying is you\u2019re concerned about the capacity during peak periods\u201d or: So you are saying that you\u2019re concerned with ROI and the impact on your total costs?\u201d (Rogers, 2014).<\/li>\n
        2. View\u00a0the\u00a0objection as\u00a0a question<\/em>\u00a0and then question to understand. \u201cWhy do you feel the price is too high\u201d or \u201cCan you share your concerns in this area?\u201d \u201cWhat changes would make this work\u201d<\/li>\n
        3. Take\u00a0a pause before responding.<\/em> Many times salespeople \u201coversell\u201d when they are answering an objection. When a prospect raises an objection, stop, listen, and pause for a few seconds. This shows the prospect that you are legitimately listening to her objection, not just trying to sell (Verrecchia, 2004).<\/li>\n
        4. Use testimonials and past experiences<\/strong><\/em>. Don\u2019t avoid answering any part of an objection. In fact, objections are the perfect time to share testimonials. For example, \u201cI have another customer who was concerned about the turnaround time. They found that not only were we able to deliver on time, we were slightly under budget.\u201d (Verrecchia, 2004).). Testimonials can be very powerful at any point in your sales presentation but especially when a prospect presents an objection.<\/li>\n<\/ol>\n

          Dos and\u00a0Don\u2019ts of Handling Objections\u00a0(Low, 2004)<\/h2>\n

          The following are things you should concentrate\u00a0on doing<\/em>\u00a0when you are handling objections:<\/p>\n

            \n
          • Do<\/strong>\u00a0maintain a positive attitude and be enthusiastic.<\/li>\n
          • Do<\/strong>\u00a0remember that objections are a natural part of the sales process and should not be considered as a personal affront.<\/li>\n
          • Do<\/strong>\u00a0maintain good eye contact, even when under fire.<\/li>\n
          • Do<\/strong>\u00a0listen closely to an objection.<\/li>\n
          • Do<\/strong>\u00a0acknowledge the objection and let your prospect be heard.<\/li>\n
          • Do\u00a0<\/strong>prepare to prove your position with testimonials, references, and documentation.<\/li>\n<\/ul>\n

            The following are things you should\u00a0avoid doing<\/em>\u00a0when you are handling objections:<\/p>\n

              \n
            • Don\u2019t<\/strong>\u00a0knock the competition. That takes the focus off you and your company, and you never want to do that.<\/li>\n
            • Don\u2019t<\/strong>\u00a0say anything negative about your company.<\/li>\n
            • Don\u2019t<\/strong>\u00a0say anything negative about your product or service.<\/li>\n
            • Don\u2019t<\/strong>\u00a0tell the customer that they are wrong.<\/li>\n
            • Don\u2019t<\/strong>\u00a0tell the customer, \u201cYou don\u2019t understand.\u201d<\/li>\n
            • Don\u2019t<\/strong>\u00a0argue with a customer.<\/li>\n
            • Don\u2019t<\/strong>\u00a0lie to a customer. Long-term relationships are built on trust and honesty. It is far better to say, \u201cI don\u2019t know, but I\u2019ll find out and get right back to you.\u201d<\/li>\n
            • Don\u2019t<\/strong>\u00a0be defensive. That\u2019s not a positive approach to an objection.<\/li>\n
            • Don\u2019t<\/strong>\u00a0lose your cool with the customer.<\/li>\n
            • Don\u2019t<\/strong>\u00a0let an objection go by without an answer.<\/li>\n<\/ul>\n","protected":false},"author":284,"menu_order":2,"template":"","meta":{"pb_show_title":"on","pb_short_title":"","pb_subtitle":"","pb_authors":[],"pb_section_license":""},"chapter-type":[49],"contributor":[],"license":[],"class_list":["post-395","chapter","type-chapter","status-publish","hentry","chapter-type-numberless"],"part":191,"_links":{"self":[{"href":"https:\/\/pressbooks.bccampus.ca\/thepowerofselling\/wp-json\/pressbooks\/v2\/chapters\/395","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/pressbooks.bccampus.ca\/thepowerofselling\/wp-json\/pressbooks\/v2\/chapters"}],"about":[{"href":"https:\/\/pressbooks.bccampus.ca\/thepowerofselling\/wp-json\/wp\/v2\/types\/chapter"}],"author":[{"embeddable":true,"href":"https:\/\/pressbooks.bccampus.ca\/thepowerofselling\/wp-json\/wp\/v2\/users\/284"}],"version-history":[{"count":2,"href":"https:\/\/pressbooks.bccampus.ca\/thepowerofselling\/wp-json\/pressbooks\/v2\/chapters\/395\/revisions"}],"predecessor-version":[{"id":554,"href":"https:\/\/pressbooks.bccampus.ca\/thepowerofselling\/wp-json\/pressbooks\/v2\/chapters\/395\/revisions\/554"}],"part":[{"href":"https:\/\/pressbooks.bccampus.ca\/thepowerofselling\/wp-json\/pressbooks\/v2\/parts\/191"}],"metadata":[{"href":"https:\/\/pressbooks.bccampus.ca\/thepowerofselling\/wp-json\/pressbooks\/v2\/chapters\/395\/metadata\/"}],"wp:attachment":[{"href":"https:\/\/pressbooks.bccampus.ca\/thepowerofselling\/wp-json\/wp\/v2\/media?parent=395"}],"wp:term":[{"taxonomy":"chapter-type","embeddable":true,"href":"https:\/\/pressbooks.bccampus.ca\/thepowerofselling\/wp-json\/pressbooks\/v2\/chapter-type?post=395"},{"taxonomy":"contributor","embeddable":true,"href":"https:\/\/pressbooks.bccampus.ca\/thepowerofselling\/wp-json\/wp\/v2\/contributor?post=395"},{"taxonomy":"license","embeddable":true,"href":"https:\/\/pressbooks.bccampus.ca\/thepowerofselling\/wp-json\/wp\/v2\/license?post=395"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}