1.
1 December 2009<br />Fourash Associates Ltd<br />1<br />Overcoming Objections<br />

2.
1 December 2009<br />Fourash Associates Ltd<br />2<br />ON track objections<br />OFF track objections<br />1. Types of objections<br />

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1 December 2009<br />Fourash Associates Ltd<br />3<br />On Track<br />Price<br />Delivery<br />Quality<br />

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1 December 2009<br />Fourash Associates Ltd<br />4<br />Off Track<br />Complaints<br />Personal<br />Historical problems<br />

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1 December 2009<br />Fourash Associates Ltd<br />5<br />2. What is an Objection<br />Objections are simply expressions of interest by the buyer<br />Objections highlight issues of importance to buyer<br />Do not disregard the emotional aspects (implied criticsm of previous decision)<br />

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1 December 2009<br />Fourash Associates Ltd<br />6<br />3. Dealing with objections <br />preparation of convincing answers<br />development of range of techniques which permits acceptance<br />

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1 December 2009<br />Fourash Associates Ltd<br />7<br />4. Dealing with objections:<br />Listen & do not interupt<br />interruption gives impression:<br />objection is obviously wrong<br />trivial<br />not worth our time to let him finish<br />

8.
1 December 2009<br />Fourash Associates Ltd<br />8<br />Dealing with objections:<br /> Agree and counter<br />acknowledges objection is reasonable <br />put forward alternative point of view<br />creates climate for agreement<br />‘yes… but’ technique (use however instead)<br />

9.
1 December 2009<br />Fourash Associates Ltd<br />9<br />Dealing with objections:<br />Straight Denial<br />use very carefully<br />only use when customer is factually wrong<br />give valid reasons to back argument<br />

10.
1 December 2009<br />Fourash Associates Ltd<br />10<br />Dealing with objections:<br />question the objection<br />used when objections are general <br />e.g. product is not good quality<br />question to clarify problem<br />customers may answer their own objection<br />

11.
1 December 2009<br />Fourash Associates Ltd<br />11<br />Dealing with objections:<br />Forestall the objection<br />raise the objection as part of your presentation <br /> may highlight problem customer has not thought about<br />use only where you’ve heard the objection many times before<br />

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1 December 2009<br />Fourash Associates Ltd<br />12<br />Dealing with objections:<br />trial close<br />turning objection into opportunity to close<br />doesn’t prejudice continuing<br />

13.
1 December 2009<br />Fourash Associates Ltd<br />13<br />Dealing with objections:<br />hidden objection<br />ask questions to uncover<br />may state one objection but they really mean another<br />prefer to say nothing so as not to prolong the sales meeting<br />the “I’ll think it over” syndrome<br />

14.
1 December 2009<br />Fourash Associates Ltd<br />14<br />Example<br />Too expensive!! <br />Doesn’t have sufficient budget<br />not sufficient value for money (ie haven’t sold the benefits)<br />comparing with competitors offering. <br />

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1 December 2009<br />Fourash Associates Ltd<br />15<br />Objections<br />make it meaningful,<br />make it specific or <br />make it quantifiable<br />

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1 December 2009<br />Fourash Associates Ltd<br />16<br />Objections<br />isolate it<br />

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1 December 2009<br />Fourash Associates Ltd<br />17<br />Objections<br />Justify<br />