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Overcoming Objections
Learning Objectives
Participants will have the knowledge and skills to:
•  Find and face customer objections to a sale.
• ...
Watch: Overcoming Objections Video
Learn: Hearing No
1.  Hearing No can lead to a sales call shutting down.
2.  Hearing No can kill a sales reps confidence.
3...
Learn: What is an Objection?
An objection is not:
•  a rejection of the product
•  a rejection of you
•  a rejection of th...
Learn: The Pivot
•  A Pivot is not a defensive
move when on offense.
•  A Pivot is an offensive move
to overcome a pathway...
Learn: How to Pivot
Prepare
•  Know the common objections you will face.
Listen
•  Hear the objection out.
Clarify
•  Use ...
Watch: Active Listening Video
Learn: What is Active Listening?
Active Listening is a communication technique used in
conflict resolution where the liste...
Learn: How to Actively Listen
•  1st completely listen to the
entire objection.
•  2nd resist jumping-in and
talking over ...
Learn: When the Objection is Unclear
Sometimes an objection is
unclear, or incomplete and
you must clear up
confusion.
Use...
Learn: Effective Questioning
•  Prepare categories of
questions in advance
•  Don’t create a list of
questions
•  The ques...
Do: Active Listening Group Activity
Prove: Test Your Knowledge
Recall: Handling Objections
Probe & Listen
Confirm
Understanding
Prepare
Customer for
Answer
Answer
Objection
Take Action
...
Learn: The Most Common Objections
Price
•  This costs more than my current plan …
•  This costs too much …
•  This costs m...
Do: Overcoming Objections Group Activity
Prove: Test Your Knowledge
Practice: Record Yourself
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Health Plan Sales Training - Overcoming Objections Section.

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Health Plan Sales Training - Overcoming Objections Section.

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Health Plan Sales Training - Overcoming Objections Section.

  1. 1. Overcoming Objections
  2. 2. Learning Objectives Participants will have the knowledge and skills to: •  Find and face customer objections to a sale. •  Use Clarify Questions to identify the objection. •  Use Active Listening to ensure understanding. •  Adapt the pitch to overcome the objections.
  3. 3. Watch: Overcoming Objections Video
  4. 4. Learn: Hearing No 1.  Hearing No can lead to a sales call shutting down. 2.  Hearing No can kill a sales reps confidence. 3.  Hearing No can make a sales rep become pushy. Don’t panic, No is not the end of the sale. No should be seen as an Objection – not a Rejection. Objections can be overcome.
  5. 5. Learn: What is an Objection? An objection is not: •  a rejection of the product •  a rejection of you •  a rejection of the sale An objection is: •  a buying signal •  a request for more information •  a queue to stop talking •  a time to use active listening
  6. 6. Learn: The Pivot •  A Pivot is not a defensive move when on offense. •  A Pivot is an offensive move to overcome a pathway that has become blocked. •  A Pivot lets you re-position yourself for a pass or a shot. •  A Pivot builds confidence and helps you gain control.
  7. 7. Learn: How to Pivot Prepare •  Know the common objections you will face. Listen •  Hear the objection out. Clarify •  Use Active Listening to ensure you know the issue. Validate •  Find something in the objection to validate. Re-pitch •  Use FAB Selling to create gains and relieve pains.
  8. 8. Watch: Active Listening Video
  9. 9. Learn: What is Active Listening? Active Listening is a communication technique used in conflict resolution where the listener “feeds back” what they heard to the speaker. In re-stating or paraphrasing what they have heard in their own words, the listener can confirm what they have heard and moreover, to confirm that both parties understand. Active Listening is your best tool for identifying and overcoming objections in a sales call.
  10. 10. Learn: How to Actively Listen •  1st completely listen to the entire objection. •  2nd resist jumping-in and talking over the customer. •  3rd pause for reflection on what you heard. •  4th restate what you heard in your own words. •  5th ask for validation of the accuracy of your restatement.
  11. 11. Learn: When the Objection is Unclear Sometimes an objection is unclear, or incomplete and you must clear up confusion. Use open-ended questions with multiple word answers to remove uncertainly. Lets look at your handout for Clarifying Questions.
  12. 12. Learn: Effective Questioning •  Prepare categories of questions in advance •  Don’t create a list of questions •  The question AFTER the answer is the MOST important question
  13. 13. Do: Active Listening Group Activity
  14. 14. Prove: Test Your Knowledge
  15. 15. Recall: Handling Objections Probe & Listen Confirm Understanding Prepare Customer for Answer Answer Objection Take Action Use Clarifying Questions Use “If … Then …” Use Active Listening Relive Pains and Create Gains
  16. 16. Learn: The Most Common Objections Price •  This costs more than my current plan … •  This costs too much … •  This costs more than it is worth … Network •  I want to keep my doctor … •  I want access to these doctors … Benefits •  Why change what I have? •  It is too much hassle to change? •  I can’t see where you are any better?
  17. 17. Do: Overcoming Objections Group Activity
  18. 18. Prove: Test Your Knowledge
  19. 19. Practice: Record Yourself

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