Steps for Success
Dan Hamilton

Objection Handling Techniques
Introduction:

Objection Handling Techniques
Objection versus Rejection
– An objection is a problem that if solved can be overcome.
–
Rejection is when they have no use for what you are selling. Remember it is rejection of what you are selling and not
YOU.

Objection Handling Techniques
Objection versus Question
– An objection is a problem that if solved can be overcome.
– A question is simply a request for more information.

Objection Handling Techniques
Types of Objections:
Stall
– Delay
Objection
– Reason not to say “Yes”
Condition
– Unable to agree

Objection Handling Techniques
Seven steps to handling objections:
Step 1 – Hear them out
Step 2 – Feed it back
Step 3 – Question it
Step 4 – Dignify it
Step 5 – Discuss it
Step 6 – Confirm your answer
Step 7 – Lead on

Objection Handling Techniques
Reasons for objections:
– Lack of “like or trust”
– No perceived need
– No perceived solution
– No clear answers
– No money

Objection Handling Techniques
Questions can be placed in two major categories: the open-ended question and the closed-ended question.
– The open-ended question solicits a discussion on the part of the receiver. The receiver can talk forever because of your question.
– The closed-ended question is meant to solicit a
“yes” or “no” answer. It is used to direct the client, preventing the client from expanding on an answer.

Objection Handling Techniques
Features and Benefits:
– The features are the aspects of the service.
– The benefits fulfill a need or satisfy a preference.

Objection Handling Techniques
The Tie-Down Close:
It is a question at the end of a sentence that demands a “YES” response.

Objection Handling Techniques
Alternate of Choice Close:
It is a question that only has two answers and the person must choose between the two.

Objection Handling Techniques
Assumptive Close:
It assumes you have made the sale. They must stop you or you are moving on.

Objection Handling Techniques
Similar Situation Close:
Relating a story about some event that is the same as the event that is occurring at the present time.

Objection Handling Techniques
Reduce to the Ridiculous Close:
It is when you take a large number and reduce it down to a smaller number (with a more frequent term) that sounds much more acceptable.

Objection Handling Techniques
Puppy Dog Close:
Let them keep something for a short time and it becomes theirs.

Objection Handling Techniques
Good Guy – Bad Guy Close:
One person is the heavy and the other is the savior. The client will bond with the savior.

Objection Handling Techniques
Take Away Close:
The fear of loss is the greatest of motivators, so taking something away motivates them to want it.

Objection Handling Techniques
Appeal to the Higher Authority:
Not your fault it is someone else’s fault.

Objection Handling Techniques
If -Then Close:
IF one person does one thing THEN the other will do something.

Objection Handling Techniques
Summary: