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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?”