Sales and Service Chapter 7 Customer Objections What

Sales and Service Chapter #7 Customer Objections

What are the two types of customer objections? n 1) Excuse - Usually given when the person has no intention of buying. May be based on fact. (I haven't got time). May sound like an objection, but if the person keeps coming up with more, they are excuces.

What are the two types of customer objections? n 2) Objections - Usually based on fact. Use objections to pinpoint the needs of the customer. Objections are raised because the customer is not convinced that the product or service fits their needs.

What are some specific objections and how can they be dealt with? 1) No Solution - These can not be resolved. Do not force the presentation when these are given. n 2) Need - The customer feels the product does not fit his/her needs. Help the customer analyze their needs and help them consider the benefits of the product. n

What are some specific objections and how can they be dealt with? 3) Quality - The product or service lacks in some way. Show them features that offset poor points. Correct misconceptions about product features. n 4) Source - The customer is not familiar with the manufacturer. Give examples of satisfied customers. Compare to other brands and point out benefits. n

What are some specific objections and how can they be dealt with? n 5) Price - The customer thinks the price is too high. Show less expensive products. Explain increase in quality and type of construction. n 6) Time - The customer is too busy. Make an appointment when it is more convenient. n 7) Service - The customer is concerned about the service. The salesperson should be able to guarentee good and fast service.

What are some general rules for handling customer complaints? 1) Get a clear understanding of the objection. n 2) Do not tell the customer flatly that he/she is wrong. n 3) The salesperson may restate the objection in their own words to do it in a more positive way. n

What are some general rules for handling customer complaints? 4) Restate the objection as a question to lead to sales talk. n 5) Try to turn objections into advantages. Salesperson must have a good understanding of the product. n