Term
| when do buyers raise objections? |
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Definition
| setting up an initial appt (most common when products, services or concepts are unfamiliar to buyer), the presentation (objections show the prospect's interest), attempting to obtain commitment (may reveal a poor job up to this point), after the sale (carefully respond to these objections) |
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Term
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Definition
| objections related to needs (I dont need it, never have done it that way), objections related to the product (I don't like it, don't understand it, need more info) |
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Term
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Definition
| ob related to the source (I dont like your co., I dont like you), ob related to the price (i have no money, value does not exceed the cost), ob related to time (not interested today, need to think about it). Objections present sales opportunities, dont argue, listen and understand |
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Term
| behaviors of successful salespeople: listen |
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Definition
| anticipate objections, forestall known concerns (raise objections before buyers have a chance, very important in written proposals), relax and listen (dont interrupt, listen 1st, then answer obj), evaluate objections (maybe classified as unsatisfied needs or excuses-circumstance can provide clues), always tell the truth |
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Term
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Definition
| prevent by doing something ahead of time. |
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Term
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Definition
| probing (always probe to truly understand objections), blunders occur when salesperson does not understand the question, answers wrong question, or fails to fully answer the question |
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Term
| effective response methods |
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Definition
| direct denial, indirect denial, compensation method, referral method/Feel, Felt, Found, revisit method/boomerang, acknowledge method/pass-up, postpone method. Can combine methods and be used in one answer |
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Term
| objections when selling to a group |
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Definition
| seller should try to get a sense of whether other buyers share the concern, throw the concern back to group, response should be directed to all buyers not just who asked it, make sure that all buyers are satisfied with the answer |
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Term
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Definition
| most frequently mentioned obstacle, don't lower the price as first response. When faced with this objections: use up to date info, establish value, use communication tools effectively |
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Term
| dealing w/ tough customers |
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Definition
| sellers need to maintain a positive attitude, maybe appropriate to point out prospect's rudeness, buyers culture often dictates their response to seller |
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