Sales and Service
Chapter #7
Customer Objections
What are the two types of
customer objections?

1) Excuse - Usually given when the
person has no intention of buying. May
be based on fact. (I haven't got time).
May sound like an objection, but if the
person keeps coming up with more,
they are excuces.
What are the two types of
customer objections?

2) Objections - Usually based on fact.
Use objections to pinpoint the needs of
the customer. Objections are raised
because the customer is not convinced
that the product or service fits their
needs.
What are some specific
objections and how can they be
dealt with?
1) No Solution - These can not be
resolved. Do not force the presentation
when these are given.
 2) Need - The customer feels the
product does not fit his/her needs.
Help the customer analyze their needs
and help them consider the benefits of
the product.

What are some specific
objections and how can they be
dealt with?
3) Quality - The product or service lacks
in some way. Show them features that
offset poor points. Correct
misconceptions about product features.
 4) Source - The customer is not familiar
with the manufacturer. Give examples
of satisfied customers. Compare to
other brands and point out benefits.

What are some specific
objections and how can they be
dealt with?
5) Price - The customer thinks the price is
too high. Show less expensive products.
Explain increase in quality and type of
construction.
 6) Time - The customer is too busy. Make
an appointment when it is more convenient.
 7) Service - The customer is concerned
about the service. The salesperson should
be able to guarentee good and fast service.

What are some general rules
for handling customer
complaints?
1) Get a clear understanding of the
objection.
 2) Do not tell the customer flatly that
he/she is wrong.
 3) The salesperson may restate the
objection in their own words to do it in
a more positive way.

What are some general rules
for handling customer
complaints?
4) Restate the objection as a question
to lead to sales talk.
 5) Try to turn objections into
advantages. Salesperson must have a
good understanding of the product.
