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Presenting the Product. TMU 09 Sec 02. TMU 09 Sec 02 – Objections. 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

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Presentation Transcript
tmu 09 sec 02 objections
TMU 09 Sec 02 – Objections
  • 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 seven specific methods of handling objections and when each should be used.

What You’ll Learn

Objections – concerns, hesitations, doubts, or other honest reasons a customer has for not making a purchase.
  • Excuses – insincere reasons for not buying
  • Welcome and plan for objections – they can guide you through the sales process.
common objections
Common Objections
  • Need – may be a conflict between needs and wants

“Do I really need this BMW or do I just want it?

common objections1
Common Objections
  • Product – concerns with color, size, or style
common objections2
Common Objections
  • Source – past experiences with the firm or brand

“My mother really did not like GE appliances. She said that they are of inferior quality.”

common objections3
Common Objections
  • Price – “That’s more than I wanted to spend.”
common objections4
Common Objections
  • Time – “I think I’ll wait until July when these sandals are on sale.”
process for handling objections
Process for Handling Objections
  • Listen Carefully – demonstrate concern
  • Acknowledge the Customer’s Objection – “I can see your point.”
  • Restate the Objections – paraphrase
  • Answer the Objection – be tactful!
specialized methods of handling objections
Specialized Methods of Handling Objections

Substitution – Recommending a different product that would satisfy the customer’s needs.

Customer: “I don’t like the way this dress looks on me.”

Salesperson: “Here, why don’t you try this dress. It has a completely different look. I think it will fit your style better than the one you just had on.”

specialized methods of handling objections1
Specialized Methods of Handling Objections

Boomerang – bring the objection back to the customer.

Customer: “This ski jacket is so lightweight, it can’t possibly keep me warm.”

Salesperson: “It’s made of a special material called Thinsulate which will keep you warmer than something heavier.”

specialized methods of handling objections2
Specialized Methods of Handling Objections

Question – question to learn more about the objections.

Customer: “I don’t think my friend will like this shirt.”

Salesperson: “Why don’t you think she will like it?”

specialized methods of handling objections3
Specialized Methods of Handling Objections

Superior Point – Admit disadvantages in certain products but then present superior points to offset or compensate for them.

Customer: “Your prices are higher than your competitors.”

Salesperson: “That’s true. We use better quality materials and our product will last longer.

specialized methods of handling objections4
Specialized Methods of Handling Objections

Denial – use when the customer’s objection is based on misinformation.

Customer: “This shirt will shrink.”

Salesperson: “No, it won’t shrink because the fabric is a special blend.”

specialized methods of handling objections5
Specialized Methods of Handling Objections

Demonstration– Show how to operate a product. Seeing is believing!

  • Use when appropriate

“I can’t believe the food won’t stick to the bottom of the pan.”

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Specialized Methods of Handling Objections

Third Party – using a previous customer or another neutral person who can give a testimonial about the product.

Customer: “I’m not sure how this sofa will look in my house.”

Salesperson: “Well, Michelle King bought one just like it last month. She loves it.”