Handling Customer Questions and Objections - PowerPoint PPT Presentation

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Handling Customer Questions and Objections

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Objection or Excuse? Objections - Honest reasons a customer has for not making a purchase. Excuses - Insincere reasons for not making a purchase. – PowerPoint PPT presentation

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Title: Handling Customer Questions and Objections


1
Handling Customer Questions and Objections
2
Objection or Excuse?
  • Objections - Honest reasons a customer has for
    not making a purchase.
  • Excuses - Insincere reasons for not making a
    purchase.

3
Objections! A welcomed thing?
  • Objections give you an opportunity to present
    more information about the product to the
    customer.

4
Common Objections
  • Need - Is the desired product a want or a need?
  • Product - Concern about construction, quality,
    size, appearance, or style.
  • Source - Where the product is made, sold from,
    etc....

5
Common Objections
  • Price - Is it truly within the customers price
    range?
  • Time - Is the customer in the position to
    purchase the product now?

6
Handling Objections
  • Listen - Let the customer talk!
  • Acknowledge - Show you care about the customer.
  • Restate - Paraphrase the objection in a different
    way to show you understand.
  • Answer - Use the objection to further define the
    customers need.

7
Methods of Handling Objections
  • Boomerang
  • The objection comes back to the customer as a
    selling point.
  • Do not sound like you are trying to outwit the
    customer.
  • Use a friendly, helpful tone of voice.

8
Methods of Handling Objections
  • Question
  • Question the customer in order to learn more
    about the objections raised.
  • Show courtesy and respect in order to keep the
    customer from becoming defensive.

9
Methods of Handling Objections
  • Superior Point
  • Acknowledge the objection yet offset them with
    other features and benefits.
  • The customer is in a position to decide between
    the different features, thus seeing additional
    reasons for buying.

10
Methods of Handling Objections
  • Direct Denial
  • Used when the customer has misinformation or when
    the objections are in the form of a question.
  • Back up the negative reply with proof and
    accurate facts.

11
Methods of Handling Objections
  • Demonstration
  • Illustrating one or more features of a good or
    service.
  • Seeing is believing

12
Methods of Handling Objections
  • Third Party
  • Using a previous customer or a neutral person who
    can talk about the product.
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