第1页共21页编号：时间：2021年x月x日书山有路勤为径，学海无涯苦作舟页码：第1页共21页HANDLINGOBJECTIONSLearningObjectives1.Abletoidentifydifferentkindsofobjections.2.Learnhowtousehandlingobjectionsprocessindailyselling第2页共21页第1页共21页编号：时间：2021年x月x日书山有路勤为径，学海无涯苦作舟页码：第2页共21页WhatisObjection?Itmaybetreatedasaconcern,reason,orargumenttowardsaplanoridea.ObjectionispartoftheSellingProcess;itonlyreflectscustomer’sconcernorcurrentlimitation,whichneededtoberesolvedbeforemakingadecision.Objectioncanalsoexpressaspersonalneed–gotobelistenedto;tobegivenface.Therearetwomainwaystodealwithobjections.Oneistoreducetheopportunitiesofoccur;theotheristohandleiteffectively.ReducingObjectionOpportunities1.Havegoodknowledgeofcustomerinformation(businessneedsandpersonalstyle)toanticipatepotentialobjections.2.Inyourcallplanning,readandpracticerelatedinformation:a.PromotionDescription;NewProductTradeLeafletandQ&A(thiswillhelpyoutoanswermostofthequestions)b.PromotionDetails:raiseanddiscusspotentialquestionsinweeklymeetingc.Forspecificpotentialobjections,getmanagerorsupervisorinputsandpracticehowtodealwiththeseobjectionsbeforeaction.“Real”and“False”ObjectionsRetailercanraise“realobjections”andalso“falseobjections.”Thekeytousistolearnhowtoidentifyandhandletherealobjections,notspendingalotoftimeattemptingtoanswerfalseones.Fromapracticalstandpoint,weshouldassume,atfirst,thateveryobjectionisanactualorrealconcernintheretailer’sposition.However,someconcernsaremoreimportantthanothers.Realobjection=Expressedconcernisanactual/realconcernfromtheretailer’sposition.Example:Retailer:Theproblemwithyourplan,Mr.Chen,ismargin.It’snotenough.”Salesman:“You’reconcernedaboutmargin.Doesanythingelsetroubleyou?”Retailer:“No.Theplansoundsgood---exceptformargin.”第3页共21页第2页共21页编号：时间：2021年x月x日书山有路勤为径，学海无涯苦作舟页码：第3页共21页Istheobjectionreal?Ismargintheretailer’srealconcern?Toclosethesale,isitthemarginobjectionthatmustbehandledtotheretailer’ssatisfaction?FalseObjectionsSincemanysalespeopleacceptthesefalseobjectionsandstoptheireffortstomakethesale,someretailersgetinthehabitofsayingthefirstthingthatcomesintotheirmind.Weshould,therefore,tohelptheretailerthinkthroughandfurtherexaminehis/herresponsesandobjectionssothatourideagetsafairevaluation.Ifourideaisgoodforhis/herbusiness,he/shewillacceptit.FalseObjection=Expressedconcernisnotactual/realconcern.Example:Statementlike:“Thepackagedesignistoodull”.“Kidsdonotdrinkthatanymore”.“No-onewillpaythatpremiumprice”.Toidentifythe“real”objectionand“false”objections,weneedtoexaminetheconcernsraisedbytheretailer.ProcessofHandlingObjectionsFourBasicSteps:1.Identify(therealobjection)2.Understand3.Verify4.HandlePurposeofSteps1and2istohelpyoufindouttheRealObjectionthatmustbehandledtoclosethesale.PurposeofStep3istoassureyourfinding-theretailer’sactual/realconcernandisolateitastheonlyremainingobjection,preferablyinwordsthatyoucanaddress(e.g.profit,notmargin).PurposeofStep4istohelpclosethesalebyhandlingtherealobjectiontomeetretailerexpectation.第4页共21页第3页共21页编号：时间：2021年x月x日书山有路勤为径，学海无涯苦作舟页码：第4页共21页Identify(TheRealObjection)STEP1:Clarifytheobjectionbyrestatingit;thenaskforanyotherconcerns.Example:Retailer:“Theproblemwithyourplan,Mr.Chen,ismargin.It’snotenough.”S...
