Mastering Objection Handling: Strategies for Effective Customer Interactions

1. Focus on Performance Crawl – Walk – Run OCTOBER NOVEMBER DECEMBER JANUARY FEBRUARY MARCH APRIL MAY JUNE JULY 14- 15 25 10 4 9 27 24 8 12 13 23 2 6 3. Objection handling 7. Validating RFQs 8. Quoting & Gross Margin 9. Quote follow- up 10. Strategic business intelligence 11. Complaint handling 13. Follow-up 1. Start – sales basics 2. USPs 5. Negotiation 12. Workshop 4. SPIN 6. How to pick the right factory Self-study & SMART-goals Self Study: NCAB Academy: SPIN • SMART-goal Online Clinics • Offline workshop

2. Guidelines Prepare to be present: Don’t multitask Close your Outlook/e-mail provider and other tabs Have your phone ready Get a closed question? => Answer with only yes/no Help each other grow – give feedback

3. Today’s agenda 1. SMART-goal follow-up 2. SPIN!!!!! 3. SMART goal until next time 4. Next module

4. OBJECTION HANDLING What did we learn last time?

5. How do we handle objections in NCAB? OBJECTION HANDLING CHECKLIST 1. Lean in – Acknowledge & Recognize 2. Investigate • Heed the Need – what are their true needs? • Open questions 3. Offer specific benefits (not general features) • How does it make the customer successful? 4. ABC – Agree on next step

6. First name Last name Michael Your SMART-goal My SMART Goal is to focus on asking the right open questions to find out what the customer really needs from a supplier like NCAB, which will help to bypass objections from a customer. Brethouwer Open questions heed the need Carroll practice using the the card game and the questions given during class Fernandez Investigate more in the customer's problem to can get for him a good solution Fisheva Goal completed! Goal completed! Bobo Maarten Bridgit Ismael Tatyana Goal completed! Breakout room: Follow-up on SMART-goal I will ask open questions in my next 5 conversations I will find possibility to offer the customer a spesific benefit in 1 my next conversation Glamuzina set aside time to practice my smart goal with Roberta Reis - Role playing Gründel In the next two phone calls I will find out the needs of the qustomer with open questions and agree on the next step with the customer Howell I will make sure to lean in and ask let customer know that I am listening to them and ask what they need. work on solutions and follow up a specific time. Alexander Jimenez i will try the ABC Technic and also to get the Need´s from the customer - in the next tree calls Jonas Karlsson Preform ACB Anders Mikkelsen 4 Open questions max, this is to not make customer feel pushed Rutger Oonk I will only ask open questions to show interest, make the connection, and investigate. Finish with ABC to get confirmation and be bold to ask for the order. Always ask if I can do anything else.0 Angie Qian Heed the need, find the benefit for the customer with open question, go to the next step Katrin Rabe ask more open questions qhen talking with customers Marijke Ramakers when a customers comes with feedback, try to lean in and investigate more to define the real need and strengthen the relationship Roberta Reis Practice with my co-worker Lisa, 3 challenging objection scenarios based on NCAB Objection Handling Checklist 1-Lean in 2-Investigate 3-Offer specific benefits 4-ABC Andreas Schmeller Next five objection: Acknowledge, open question (what is the true reason), offer specific benefits, agree on the next step Christian Simonini Using the right open questions to find out the needs. Ilona Sobczak I will ask at least 4 open question and agree on a next steep in my next 4 customer calls Kate Spencer To Lean in and use negative feedback from Customer to a positive situation. Doreen Strauch I will use more open questions within the next 5 follow ups & do ABC to win orders as many times as possible Alice Tarabbia I will use recognize to all my calls and investigate Joe Vongsanga Come up with 3 objection and the best way to deal with it. Goal completed! Goal completed! Lisa Kirsten Discuss your SMART-goal progress and/or what you have worked/practiced on regarding Objection handling since last time: Terry Goal completed! Goal completed! Goal completed! How have you practice your new skills? How did it go? What was the outcome? What have you learned? • • • Goal completed! Goal completed! You will be 2 persons/room and you have 5 min. (If you haven’t met before, BRIEFLY yourselves Goal completed! Goal completed! Goal completed!

7. What are the main points in this lesson? • What did you learn? •

8. PIN PIN SITUATION? What is your situation? WHY? What problems is this causing you? PROBLEM? IMPACT? How does this impact you? NEEDS? What do you need? DEMONSTRATING CAPABILITY OBTAINING COMMITMENT OPENING INVESTIGATING

9. Listen carefully to the following roleplay. What do you notice? SITUATION: • What would you like to get out of today’s visit? • Please tell me about your situation? • What’s your current car situation? • When do you plan to change the cars? PROBLEM: • What kind of problems does this cause you? IMPACT: • How does this impact you? NEEDS: • So what do you need?

10. Roleplay! Part 2 Listen carefully to the following roleplay. What do you notice? Write it down.

11. What question/s are you sitting with right now about SPIN?

12. I feel very stressed at work. INSTRUCTION Breakout room: SPIN practice 1 You will soon see a list of everyday situations. Maybe you should try S: Please tell me about your situation? yoga? 1. Person 1 = Person who needs help Person 2 = SPINner 2. Person 1: Pick one of the situations that is most relevant to you, or make up your own situation where you need help. P: What problems is this causing you? 3. Person 2: Use SPIN on the situation to help discover Person 1’s need/s. Ask 1 question per SPIN-step. I: How does this impact you? 4. When the SPIN-process is complete, switch. N: What do you need to feel less stressed? You will be 2 persons per room and you have 10-12 min.

13. Person 1: Pick 1 of the situations below that you need help with (or make up your own). Person 2: Ask 1 question per SPIN-step to discover the need/s. Rotate. (10-12 min) 1. I’m stressed 2. I don’t know what to cook for dinner 3. I have difficulties doing quote follow-ups 4. I need a new hobby 5. I need to start exercising …or something else?

14. Break! Please open My Profile in Sympa > ”Learning & Development” > ”Goals & Coaching” www.symahr.net/ncab

15. INSTRUCTION I need to eat healthy. Breakout room: SPIN practice 2 S: How come you feel you need to do that? You will soon see a list of everyday situations. Here is a nice salad recipe! 1. Person 1 = Person who needs help Person 2 = SPINner Person 3(+4) = Coach to the SPINner S: What has your doctor told you? 2. Person 1: Pick one of the situations that is most relevant to you, or make up your own situation where you need help. 3. Person 2: Use SPIN on the situation to help discover Person 1’s need/s. Ask 2-3 questions per SPIN-step. S: When do you need to start? 4. Coach: Give feedback to the SPINner on each SPIN-step (S+P+I+N). 5. When the SPIN-process is complete, rotate. P: What problems do your current diet cause you? You will be 3-4 persons per room and you have 20 min.

16. Person 1: Pick 1 of the situations below that you need help with (or make up your own). Person 2: Ask 2-3 questions per SPIN-step to discover the need/s. Person 3(+4): Coaches P2. Rotate. (20 min) 1. I need to start exercising 2. I want to buy a new car 3. I have no TV show to watch right now 4. I’m not happy with my current hairspray 5. I have nothing to wear to the party tonight Situation? Problem? Impact? Needs? …or something else?

17. INSTRUCTION We are struggling with leadtimes at the moment.(S) How long has this been Breakout room: SPIN roleplay! Person 1 = Customer Person 2 = NCAB Person 3(+4) = Coach to the NCAB salesperson going on? Customer: Pick one of the situations and act accordingly. 1. During the last year. NCAB: Use SPIN to find out the customer’s needs. Try to ask 3-5 questions for each SPIN-step. 2. (S) How long are the leadtimes? 3. When the SPIN is finished: Come up with 3-4 NCAB USPs/customer benefits that fit this customer. 2-3 week delays. Coach: Give feedback to NCAB on each SPIN-step. 4. 5. When the SPIN-process is complete, rotate. (S) What is causing this? You will be 3-4 per room and have 25-30 min.

18. CUSTOMER SITUATIONS 1. ”Can you do fast turn?” 2. ”Do you have design support?” 3. ”Can you do express shipments?” 4. ”Do you deal with Suntak?” 5. ”Do you ship by boat?” 6. ”Do you do HDI boards?” INSTRUCTION Person 1 = Customer Person 2 = NCAB Person 3(+4) = Coach to the NCAB salesperson Customer: Pick one of the situations and act accordingly. 1. NCAB: Use SPIN to find out the customer’s needs. Try to ask 3-5 questions for each SPIN-step. 2. 3. When the SPIN is finished: come up with 3-4 NCAB USPs/customer benefits that fit this customer. Situation? Problem? Impact? Needs? Coach: Give feedback to NCAB on each SPIN-step. 4. 5. When the SPIN-process is complete, rotate.

19. What is the main thing you learned today? Write in the chat!

20. Next clinic (Jan 12): Negotiation with Benjamin Klingenberg, NCAB Germany In NCAB Academy: Your feedback about the Clinic (very important!) Complete NCAB Academy-course ”Negotiation” Set & complete your SMART-goal

21. My SMART-goal until next time – How will you practice IRL? Crawl – Walk – Run S M A R T IME-BOUND PECIFIC EASURABLE CCEPTED ELEVANT 1. Think about your SMART-goal that you will do until next time. 2. Write it down in in your Sympa-profile > ”Learning Development” > ”Goals & Coaching”-tab. 3. We will follow up how it went at the next Clinic.