Managing Sales Objections
Customer Service
Overview
Hate objections? Don t listen to anyone tell you differently — no one LIKES objections. But they ARE part of the sales process and they DO provide you with an opportunity to clarify and reposition.
What you need is a technique that will enable you to manage sales objections when they do arise — and they WILL arise! This module will give you the tools and techniques to confidently manage sales objections.
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Performance Outcomes
As a result of participating in Managing Sales Objections, you should have confidence and tools to handle the initial challenges you will face on the job. Specifically, you should be able to:
- Define the term sales objection and the underlying reasons why customers object.
- Apply previously-learned knowledge of the Communications Model and what it means to be customer-focused in handling sales objections.
- Demonstrate how to handle sales objections using a five-step process.
- Identify clues that tell you when to walk away.
Activities
Activities include brainstorming the objections commonly presented by customers and prospects, discuss the five-step process to manage objections, role play common objection scenarios, and receive feedback on the application of skills.
