Overcoming Objections

Ask any sales representative what the most difficult aspect of the sales process is and he or she will most likely tell you, "Overcoming customer objections." The successful handling of objections is a delicate skill that requires sales representatives to ask the right questions, identify customer needs, and satisfy expectations.

We teach participants proven techniques for managing this aspect of the sales cycle, including an Affinity Diagram, a Decision Equation, and the Four A's Model, an effective step-by-step approach for handling objections.

The training begins with an introduction to the different categories of objections, and a lecturette that familiarizes participants with the decision-making process and the Four A's Model. Then, using cards that present realistic sales objections, participants practice conquering them using the four-step approach. Finally, action planning enables participants to apply their learning to potential real-life sales objections.

Learning outcomes include...


> Discover how purchasing decisions are made
> Identify four categories of objections
> Use a reliable model for responding to objections
> Practice responding to typical customer objections
> Apply skills to real-life objections

This program involves experiential games and no video