OBJECTION HANDLING

“An objection is not a rejection; it is simply a request for

more information.” - Bo Bennett
 Questions, doubts, Undiscovered need

Expression of non agreement

Objections Informing “I am not ready to change my stand/position”

can be in Anger, Accusations

the form of Unwillingness to talk or meet
……
Expression of worry, concern

Seeking help, support

 • Customer wants more information.
• Customer not convinced.
Why we get • Tact to get Concession, Benefit.
Objections? • Habit, Express anger.
• Fear of change
• Upset because of poor product quality/performance
• You have failed in your commitment of
delivery/response
• Not happy with your salesperson; wants a change
• Not happy with your distributor; wants a change
 • Prejudice, Bias, Vested interests, internal politics
Why we get • Distributor not happy with company policies
Objections?
• Customer tests you

• To delay decision, due to internal matter.

• To exhibit his own knowledge

 Some Examples of Objections
• Customer shouts at you for sending the wrong material.
• You failed in your delivery/performance commitment
• Customer not happy with after sales service
• Customer not happy with any techno commercial term
• Customer not happy with the distributor because of poor inventory,
price, credit etc
• Customer doesn’t like you or your salesperson

Depending on the nature and complexity of objections the solutions can

be instant or may take many months.
 Look at this objection
“I heard that your company is compromised in product quality”.
 Nervous, Panic, Frustration, Helpless.
How We Let me prepare,
Tend to
Feel….. Stop listening,

Aggressive.

Defensive, Contradict

Desperately Try to convince

 DEALING WITH OBJECTIONS
Mind set of ”This is the opportunity to get close”; “I am on your side”; “It’s my problem”

Apply the skill of empathy

• Stay Calm
• Let customer talk
• Listen more
• Don’t get aggressive
• Don’t give immediate excuses.
Demonstrate physically…..

• Nod time to time,

• Use appropriate facial expressions
• Monitor your own body language. Make sure you are open and relaxed than closed
and tense
• Use small comments like ‘uh uh’, ‘yes’, ‘right’
• Note the speaker’s body language, tone of voice – what non-verbal messages are you
getting
• If you are in a group, avoid side conversations
 • Look the speaker in the eye

• Stop any mental chatter

Pay Close
• Don’t start preparing the response or
Attention rebuttal while the other person is talking

• Make sure your environment doesn’t

distract you
 Use reflecting & paraphrasing. Check that
you heard the message correctly by saying
things like
- “what I hear you saying is…”
Check for
Understanding - “If I am hearing you correctly, you are
saying...” or

- “I think you are saying… is that right?”

Check for Understanding

Ask questions that helps to clarify

- “Can you tell me more about…?” or
- “what did you mean when you said…”

Summarize what you have heard occasionally – don’t wait until the end or
you may not remember what exactly was said
 • I am glad that you asked that. Could you
tell me…
First Response to • Good point….
Objections in • Let me see if I understand you…
normal customer • Interesting question….
interactions and • I would like to answer that. Can you help
me out with few more details?
post • Hmmm, I hadn’t thought of that. Let me
presentation ask you this…or Let me get back to you by
Q&A tomorrow.
 • Acknowledge – First acknowledge the
question/objection as serious. There are no silly
questions from customer.
• Understand – Ask questions to discover the true
concern or issue
Acknowledge – • Respond – Give the best possible response
USE MATCHING STATEMENTS LIKE..
Understand - • I can appreciate that, especially with what is going on.
Respond • I definitely get that concern; if I were in your shoes, I
might think the same thing.
• I appreciate your honesty, and I would not want to
proceed without your confidence in our approach.
• Tough question, good question. Let me get back to
you on this.
Sometimes Objection gives an Opportunity to sell

You might be able to Offer

Øsomething that the customer didn’t even know they needed or
wanted
Øa better product or solution (eg: Bluetooth speaker) that
enhances sales & exceed the customer’s expectations
Ø OR discover that you don’t actually have a product or service
that will solve the customer’s problems
Direct Objections
• I am very skeptical about buying new technologies
• I don’t feel comfortable buying from someone who is as young as you.
• I have already had problems with your products in the past
• What if I can’t sell your product
• I enjoy relationship with another brand for decades and I am happy; I do not want
to replace them with you.
• Your brand is not well known. Why should I risk
• Your brand may well known elsewhere. In this area, no one knows
• I think your competitors have more field people
 DEALING WITH UNSPOKEN OBJECTIONS

• Customer frowns, Smiles or looks elsewhere.

• The tip of the ice berg principle:

• The ‘Right Reason’ and the ‘Real Reason’
• Sometimes, you agree to all that customer says yet customer says no to
buying the product

• Please convert unspoken objection to spoken objection I.e., make the

customer talk
Convert Unspoken Objection to Spoken
Objection

• “You are thinking something Sir?”

• “ You seem thoughtful Sir?”
• ”Anything particular Sir?”
• ”Will you please share what is bothering you Sir?”
• “Please guide me. Have I or my company erred somewhere?”
• “ Sir, I failed; Please advice me what I need to do to win you”
 IF I CAN TAKE

EMPTYING
CARE/SATISFY THIS,
PAUSE TELL ME MORE !! APART FROM THIS, IS
WILL YOU CONSIDER
(PROBE GENTLY) THERE ANYTHING ELSE
THIS ? ( LOCK THE
THAT IS WORRYING
CUSTOMER )

THE
YOU MR. C? ( EMPTY
THE CUSTOMER )

CUSTOMER
GIVE YOUR BEST ARE YOU SATISFIED ? OR WHAT HANDLING A PRICE
POSSIBLE ANSWER. WOULD YOU LIKE ME TO DO TO OBJECTION - VIDEO
SATISFY ON THIS ?
Emptying a
customer who
doesn’t allow
you to meet
Feel-Felt-Found Approach

“Yes I know how you feel.

I once in fact, felt the same way. I had a customer who had the same
concern. Therefore, because of my experience with such situations,
I have found, if you do it this way instead, the problems is resolved
before it occurs.”
Followed by
“Does that make sense to you?” OR “Does is resolve your concern?”
Handling customers when angry, upset and
aggressive

• In Jujitsu, if you are attacked, you don’t counter attack, you just exhaust the enemy by
not taking the blows. Here is the four step process
1. Respond with Concern: “Have you had a bad experience with someone like me?” or
“What have I said to upset you, so I will not repeat the mistake again?” As soon as the
person hears it, his hostility will gradually
2. Dissipate until they become
3. Disarmed, and therefore,
4. Receptive to your suggestions.
Ex: Bajaj Motors
 • They can not hold grudges for long.
Human • They desperately (but unconsciously) need the help of
someone who can empty their heavy heart

Beings are • Their mind secretly waits for an opportune moment to

forgive and unload the hurt they were carrying

Inherently • Knowing the above, keep on trying with patience and

optimism that a day will come when the unforgiving
person melts down.

Kind • He/She will be so much grateful to you for helping him

let go his burden that the relationship rebuilt now will
be even stronger
Use this appropriately
 • Courtesy : Be courteous even if the customer is
objecting in a way less than courteous.
• Respect for Others: Golden rule- treat others the way
that you would like to be treated. Platinum Rule- treat
These will work others the way they expect you to treat them

for you • Empathy

• Ability to understand various communication styles
based on culture and conditioning
• Superior customer service can sometimes diminish the
intensity of objections
 • Processing time is reduced
• Errors are reduced
• Customer experience is improved
Keep your • Personnel costs are reduced/eliminated

Focus on • Functions are automated

• Production/Productivity is increased
VALUE • Some processes are eliminated saving
cost/time
• Time off-line is decreased because of your
responsive customer care.
 • I will be here through out the transition
process
• You won’t need to change any of your
current procedures
Handling the • All of your employees will be able to
learn the new system in just a few
fear of change hours (and I’ll be here to train them
and answer questions)
• We will adapt to your current billing
and payment processes
• We offer a satisfaction guarantee.
Handling the fear of time

• I know implementing this product would require an

investment now, but it would save you … over time
between now and your next budget cycle
• That’s not a problem. We can complete the order process
now and deliver when your budget cycle renews
• I have solution for you. We can budget the payments over
time so that you don’t have to pay it all at once. Will that
help?
Failure to be perceived as
an Expert

Few steps to build that are…..

• Sending customers information related to their business
• Keeping informed about any regulatory changes
• Following your customers in the news so that you know about their
future course and challenges
• Creating a network of contacts so that you can assist customer whom to
contact in case you don’t provide
 More Techniques

Silence is Golden
• Let the customer resolve his own objection; you just pause. Let the person
know that you are listening by your facial expression. (5 secs at least)
• Sometimes they think loudly. A comment need not be an objection. But if
repeated, then you need to handle/respond.
 CLOSING – Acceptance of Solution by
Customer

• The best close these days is something like "Are you happy that we've covered
everything and would you like to go ahead?", or simply "Would you like to go
ahead?"
• If the sales person conducts the sale properly, the prospect will close the deal
himself, and this should be the another aim for the sales person - it's civilised,
respectful, and actually implies and requires a high level of sales
professionalism