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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
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

Chapter 14.2

Objections and Rejections

what you ll learn
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.
understanding objections
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.”

welcome and plan for objections
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
specialized methods of handling objections
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.
true or false
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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