LESSON 5 2 OVERCOME SALES RESISTANCE GOALS l

LESSON 5. 2 OVERCOME SALES RESISTANCE GOALS l Identify effective responses to sales objections l Determine a strategy for countering objections © 2011 South-Western | Cengage Learning

CUSTOMER SERVICE, 2 e LESSON 5. 2 Identify Objections l Sales excuses l Disinterest l Unlikely to buy l Sales objections l Not enough information to make a buying decision l Excellent opportunity to pinpoint real need © 2011 South-Western | Cengage Learning 2

CUSTOMER SERVICE, 2 e LESSON 5. 2 Types of Objections l Objections with no solution l Unfamiliar brand or manufacturer l Customer does not believe product or service fits need l Customer believes quality will not meet needs l Service is an issue l Time is an issue l Customer thinks price is too high © 2011 South-Western | Cengage Learning 3

CUSTOMER SERVICE, 2 e LESSON 5. 2 Price Concerns l Tactics to reduce customers’ price concerns l Special sales l Credit options l Delayed payment l Delayed interest charges l Trade credit © 2011 South-Western | Cengage Learning 4

CUSTOMER SERVICE, 2 e LESSON 5. 2 A Strategy for Handling Objections l Acknowledge and welcome customer’s question or concern. l Clarify what the customer means. l Answer the objection. l Ask if you have answered the question. l Ask about other concerns. l Ask if the customer is ready to buy. © 2011 South-Western | Cengage Learning 5

CUSTOMER SERVICE, 2 e LESSON 5. 2 Do’s and Don’ts for Dealing with Objections Allow the customer to speak without interruption. Use active listening, and maintain eye contact. Respond with a positive attitude and enthusiasm. Give complete answers, and check your understanding frequently. l Don’t tell customers they are wrong or do not understand. l Don’t argue with your customers. l Think of objections as requests for information, and provide it in a logical, professional way. l l © 2011 South-Western | Cengage Learning 6