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1、HANDLINGOBJECTIONSLearningObjectives1.Abletoidentifydifferentkindsofobjections.2.Learnhowtousehandlingobjectionsprocessindailyselling21/21WhatisObjection?Itmaybetreatedasaconcern,reason,orargumenttowardsaplanoridea.ObjectionispartoftheSellingProcess;itonlyreflectscustomer’sconce
2、rnorcurrentlimitation,whichneededtoberesolvedbeforemakingadecision.Objectioncanalsoexpressaspersonalneed–gotobelistenedto;tobegivenface.Therearetwomainwaystodealwithobjections.Oneistoreducetheopportunitiesofoccur;theotheristohandleiteffectively.ReducingObjectionOpportunities21/2
3、11.Havegoodknowledgeofcustomerinformation(businessneedsandpersonalstyle)toanticipatepotentialobjections.2.Inyourcallplanning,readandpracticerelatedinformation:a.PromotionDescription;NewProductTradeLeafletandQ&A(thiswillhelpyoutoanswermostofthequestions)b.PromotionDetails:raisean
4、ddiscusspotentialquestionsinweeklymeetingc.Forspecificpotentialobjections,getmanagerorsupervisorinputsandpracticehowtodealwiththeseobjectionsbeforeaction.“Real”and“False”O(jiān)bjectionsRetailercanraise“realobjections”andalso“falseobjections.”Thekeytousistolearnhowtoidentifyand21/21ha
5、ndletherealobjections,notspendingalotoftimeattemptingtoanswerfalseones.Fromapracticalstandpoint,weshouldassume,atfirst,thateveryobjectionisanactualorrealconcernintheretailer’sposition.However,someconcernsaremoreimportantthanothers.Realobjection=Expressedconcernisanactual/realcon
6、cernfromtheretailer’sposition.Example:Retailer:Theproblemwithyourplan,Mr.Chen,ismargin.It’snotenough.”Salesman:“You’reconcernedaboutmargin.Doesanythingelsetroubleyou?”Retailer:“No.Theplansoundsgood---exceptformargin.”21/21Istheobjectionreal?Ismargintheretailer’srealconcern?Toclo
7、sethesale,isitthemarginobjectionthatmustbehandledtotheretailer’ssatisfaction?21/21FalseObjectionsSincemanysalespeopleacceptthesefalseobjectionsandstoptheireffortstomakethesale,someretailersgetinthehabitofsayingthefirstthingthatcomesintotheirmind.Weshould,therefore,tohelptheretai
8、lerthinkthroughandfurtherexaminehis/herresponse
