B05061 可口可乐人力资源管理技巧销售技巧 1306 b (HANDLING OBJECTIONS TTT English)1
HANDLING OBJECTIONS Learning Objectives
1.Able to identify different kinds of objections.
2.Learn how to u handling objections process in daily lling
What is Objection?
It may be treated as a concern, reason, or argument towards a plan or idea.
Objection is part of the Selling Process; it only reflects customer’s concern or current limitation, which needed to be resolved before making a decision. Objection can also express as personal need –go to be listened to; to be given face.
个人商业保险
There are two main ways to deal with objections. One is to reduce the opportunities of occur; the other is to handle it effectively.
Reducing Objection Opportunities
1.Have good knowledge of customer information (business needs and personal style) to
anticipate potential objections.
2.In your call planning, read and practice related information:
a.Promotion Description; New Product Trade Leaflet and Q&A (this will help you to
answer most of the questions)
b.Promotion Details: rai and discuss potential questions in weekly meeting
c.For specific potential objections, get manager or supervisor inputs and practice how to
deal with the objections before action.
姜白石“Real” and “Fal” Objections
Retailer can rai “real objections” and also “fal objections.” The key to us is to learn how to identify and handle the real objections, not spending a lot of time attempting to answer fal ones.
From a practical standpoint, we should assume, at first, that every objection is an actual or real concern in the retailer’s position. However, some concerns are more important than others.
Real objection = Expresd concern is an actual/real concern from the retailer’s position.
Example:
Retailer: The problem with your plan, Mr. Chen, is margin. It’s not enough.”
Salesman: “You’re concerned about margin. Does anything el trouble you?”
姓氏的来源和历史Retailer: “No. The plan sounds good --- except for margin.”
Is the objection real? Is margin the retailer’s real concern? To clo the sale, is it the mar
gin objection that must be handled to the retailer’s satisfaction?
Fal Objections
Since many sales people accept the fal objections and stop their efforts to make the sale, some retailers get in the habit of saying the first thing that comes into their mind. We should, therefore, to help the retailer think through and further examine his/her respons and objections so that our idea gets a fair evaluation. If our idea is good for his/her business, he/she will accept it.
Fal Objection = Expresd concern is not actual/real concern.
Example:
Statement like: “The package design is too dull”. “Kids do not drink that anymore”. “No-one will pay that premium price”.
To identify the “real” objection and “fal” objections, we need to examine the concerns raid by the retailer.
Process of Handling Objections
脚裂口怎么办Four Basic Steps:
1.Identify (the real objection)
2.Understand
3.Verify
度人经原文4.Handle
Purpo of Steps 1 and 2 is to help you find out the Real Objection that must be handled to clo the sale.
Purpo of Step 3 is to assure your finding - the retailer’s a ctual/real concern and isolate it as the only remaining objection, preferably in words that you can address (e.g. profit, not margin).
Purpo of Step 4 is to help clo the sale by handling the real objection to meet retailer expectation.
STEP 1: Clarify the objection by restating it; then ask for any other concerns.
Example:
王尔烈Retailer: “The problem with your plan, Mr. Chen, is margin. It’s not enough.”
Salesman: “You’re concerned about margin. Does anything el troubl e you?”
Retailer: “No. The plan sounds good --- except for margin.”
Salesman: “So, you’re concerned about margi n. No other things trouble you?
扫描打印机Retailer: “No… nothing of importance.”
So, the retailer has said that margin is the real concern, and that nothing el. Step 1 completed.
中华人民共和国营业税暂行条例
But, is it safe to assume margin is the real concern? Yes, it is safe for the moment. At this point, it is all you have to work with. A more thorough examination will lead to better understanding. And, that understanding generally reveals whether or not it is the real concern.
In some cas, buyers express more than one objection. So, let’s look into how tho situations are handled.
