Objection Handling : Objections are opportunities.

 Customers buy from people they trust. After a customer sees the utility in what you are offering for sale, the next thing they want to see is credibility. Are you for real?    Can you really deliver this utility?   

Are you capable of delivering on your promise?

Rules for responding to objections

  • Relax and listen
  • Evaluate objections
  • No ideal response.

Responding to objections

  • Direct denial
  • Indirect denial
  • Compensation
  • Boomerang
  • Postpone
  • Referral
  • Pass up

If the buyer makes the statement that is factually not true; USE

  • Direct denial
  • Indirect denial

If the buyer raises a VALID CONCERN or offers an opinion USE

  • Compensation
  • Boomerang
  • Postpone
  • Referral
  • Pass by

1. Direct denial :

Disagree with him and give him the evidence.

Buyer: Your product quality is too low

Response: That simply is not true . Our product has been rated as the highest in the industry for the last three years.

2. Indirect denial

Assure that the question is good one and show him the evidence.

Buyer: Your product quality is too low.

Response: That’s really an excellent question, and allows me to clear up the misconception that perhaps I’ve given to you .Actually though our product has been rated as the highest in the industry for the last three years.

3. Compensation

Acknowledge the concern and do the benefit detailing.

Buyer: Your product quality is too low

Response: I understand your concern. However, it was designed that way in order to be simple and less complex moreover economic comparative to other competitors.

4. Boomerang

Acknowledge the concern and return objection into a reason for buying.

Buyer: Your product quality is too low.

Response: The fact that quality is lower than in other products is probably the very reason you should buy it . You said you have grand children , you just need something simple and low-priced. This product fills that need.

Caution : It can appear pushy.

5. Referral/Third party testimony method.

Use feel-felt-found

Buyer: Your product quality is too low

Response: I can certainly understand how you feel. Dr. Raizada felt the same way before he bought the product. But after using it, he found the quality was actually superior to that of others.

  • Avoid extremes.
  • Do not violate clause of confidentiality while sharing testimonials
  • There should be no conflict of interest.
  • Take third party permissions

6. Postpone

Permission to answer it later and start detailing.

Buyer: Your product quality is too low.

Response: That’s an interesting point. Before discussing fully, I would like to cover just two things that I think will help you better understand the product from a different perspective.

7. Pass-up

Acknowledge the objection, pause for a second and start another topic.

Buyer: Your product quality is too low.

Response: I understand your concern. You know one of the things I always look for is how product’s quality stacks up against its cost. PAUSE Now, we were talking about.

  • Use sparingly/rarely.
  • Use with FALSE objections.
  • Probing and Clarifying [ Acknowledge]
  • Pause 3-5 seconds
  • Experience is the key.

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