Something required or essential that is lacking

Objection

A point of difference between a customer and a salesperson that may prevent a sale; simply stated, it is the customer’s reason for not buying

Open-ended question

A type of question that requires more than a simple “yes” or “no” response

Point-counterpoint

Method of answering objections in which the salesperson agrees on a valid point made by the customer and then answers the point by offering an equal or superior point; also referred to as superior point or counterbalance method

Selling point

A valid reason for buying

Show ‘em

 Method of answering objections in which the salesperson answers the objection

by showing the product in use; also called the demonstration method

The testimonial

Method of answering objections in which the salesperson asks questions of customers to enable them to answer their own objections; also called question method

Method of answering objections in which the salesperson asks questions of customers to enable them to answer their own objections; also called question method

Toss-it-back

Method of answering objections in which the salesperson turns the customer’s objection into a valid reason for buying; also called boomerang method

Try it

Method of answering objections in which the salesperson allows the customer to actually try out the product before buying it

Want

A desire for something that may or may not be required

Yes…but

Method of answering objections in which the salesperson tactfully acknowledges an objection and then courteously answers the objection without directly contradicting the customer