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Bell Ringer

Bell Ringer. Have you ever gone shopping without the intention of buying anything? What are some of the circumstances when salespeople tired to help them? . Chapter 14.2. Objections and Rejections. What You’ll Learn. The difference between objections and excuses.

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Bell Ringer

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Presentation Transcript

  1. Bell Ringer • Have you ever gone shopping without the intention of buying anything? • What are some of the circumstances when salespeople tired to help them?

  2. Chapter 14.2 Objections and Rejections

  3. What You’ll Learn • The difference between objections and excuses. • The five buying decisions upon which common objections are based. • The general four-step method for handling customer objections. • The six specific methods of handling objections and when each should be used.

  4. Understanding Objections • Objections – concerns, hesitations, doubts, or other HONEST reasons a customer has for not making the purchase. • Examples: “Do you carry any other brands?” “ These shoes don’t fit right.” • Excuses - insincere reasons for not buying or not seeing the salesperson. • Examples: “I’m just shopping around” “I didn’t plan to buy anything today.”

  5. Welcome and Plan for Objections • Common Objections • Need • Product • Source • Price • Time • Four-Step Process for Handling Objections • Listen carefully • Acknowledge the customer’s objections • Restate the objections (paraphrase) • Answer the objection

  6. Specialized Methods of Handling Objections • Boomerang • A method that brings the objection back to the customer as a selling point. • Question • A technique in which you question the customer to learn more about the objection. • Superior Point • A technique that permits the salesperson to acknowledge objections as valid yet still offset them with other feature brands. • Denial • When the customer’s objection is based on misinformation. • Demonstration • This method exemplifies the adage, “Seeing is believing.” • Third Party • This method involved a previous customer or another neutral person who can give a testimonial about the product.

  7. True or False… • An objection is the concerns, hesitations, doubts, or other HONEST reasons a customer has for not making the purchase. • Excuses areinsincere reasons for not buying or not seeing the salesperson. • The four steps process of handling objections are the following: listening, acknowledging, restating, and answering the objections. • One specialized methods of handling an objection is using the boomerang method. • The following is an example of an objection: “Do you carry any other brands?”

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