Module 11 • Handling objections
• Relate the product to the prospect’s buying motives: When a prospect is satisfied with his present situation and is not interested in the salesperson’s product, the objection can be overcome by relating the product to the prospect’s buying motives and showing him how the product will satisfy his motives.
• Limit objections (anticipate objections): By providing as much information as possible during the presentation, ensuring that the prospect understands and agrees, objections will be kept to a minimum.
Read:
Below are examples of various objections from hairdressers to the L’Oreal sales rep. The sales rep can use different techniques to overcome the objections: • Hairdresser: “I don’t know if I’ll stock L’Oreal because Schwarzkopf is better.” • Field Rep: “I see how you feel, others have felt the same way too, until they read the recent reviews in The Hair Journal.” (read article)
• Hairdresser: “I use to stock it but customers said it didn’t give them the same shine. ” • Field Rep: “I see how you feel; others thought the same until they tried the new and improved range of colours. It really left their hair shiny...”
• Hairdresser: “The price seems a little high.” • Field Rep: “I see how you feel. Others have felt the same way, until they found out about the 2-for-1 offer that’s available right now!”
Activity 4 1. What are the two types of objections? 2. What objectives are presented in the following scenarios? 2.1 “I feel the price is too high.” 2.2 “No, I’m not interested. I’m only interested in Nike running shoes.” 2.3 “I don’t have the money right now”. 2.4 “I don’t know whether I should take the brown chairs or the green chairs.” 2.5 “I don’t have cash on me right now.” 2.6 “I am actually on my way to a meeting, so I can’t talk right now.” 2.7 “I’m not sure whether I am making the right decision buying this iPad.”
3. Name five techniques a salesperson can use to overcome objections. 4. Name the psychological objections a prospective client may have.
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