Work with objections

Every person who works in sales, sometimes come across "heavy" customers, which spoil the mood and simply take away precious time. On a fairly favorable offer, they find a lot of arguments, leaving the conclusion of the deal under a big question. Therefore, each seller needs to have an idea of how to handle customer objections.

Recommendations for the successful overcoming of objections

1. When the client has an objection, this indicates the presence of interest, and this is already a good start. After that, it remains only competently to answer it. Much worse if the potential customer shows complete indifference to your products.

2. What is the objection in fact? This is a sure sign of a lack of information. Working with objections, therefore, is to provide more information.

3. It is necessary to distinguish between the concepts "objection" and "condition". A condition is often an irresistible requirement, while an objection is another judgment of a person about quality, price, delivery, etc. This opinion can be changed with the help of some methods of persuasion.

4. Commandment of any seller: "If the buyer did not object and at the same time do not hurry to make a purchase, then it's only me who is to blame!".

Treat objections as an additional chance, which, on the one hand, will allow you to tell about all the benefits of products, and on the other - feel yourself a sales leader and take advantage of all the results of such leadership.

Working with objections should never turn into a banal dispute. Even if you win in such a dispute, the client will avenge that he will go for a purchase elsewhere. In any case, you need to behave in such a way that the potential client can "save face".

Try to turn the communication in such a way that the person himself gives the answer to his objection: this requires only time and skills.

Working with objections in sales. Main stages

• Give the client an opportunity to voice his objection in as much detail as possible.

First you need to determine exactly what is not comfortable with the potential buyer. Therefore, it must be heard to the end, all its appearance showing a serious attitude towards his words. It would be very appropriate to clarify the person, did they understand his idea correctly, and also receive confirmation of his words.

• Try to raise doubts in the very objection.

In order to call into question any objection, ask to disclose it in as much detail as possible. At the same time, there should be no shadow of condescension, sarcasm, irony, etc. in the voice. In detail, we should find "additional arguments" in favor of the infidelity of the objection. While a person "discloses an objection," try to find the "vulnerabilities" of this judgment and consider your answer.

• Give arguments in your favor, agreeing in details with the client's approval.

In any objection, you can determine what is most important and what is secondary. Agreeing in small details, demonstrate the merits of products, contrasting them with objections. In this case, show how little this objection means against the background of the benefits that the commodity will bring. Avoid using the word "but" - instead of it it is better to use the "and" union.

• Make sure that your arguments lead to the desired result.

Working with objections requires confirmation that the client has obtained consent and you can move on. To do this, you can use such phrases as "You agree that ....", "I believe this removes this problem ...", "What we have come to, allows us ...", etc.

After all objections are finished, it remains only to competently finish the transaction. Of course, the whole arsenal of methods to neutralize objections is very difficult to enumerate. However, it is possible to single out the main principle: in the beginning it is necessary to agree, and then correctly and gently (without any dispute!) To overcome the objections of the buyer.