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22 Cards in this Set
- Front
- Back
Sales Objection
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Opposition or resistance to information or to the salesperson's request is labeled a sales objection. They indicate prospect interest and help determine what stage the prospect has reached in the buying cycle--attention, interest, desire, conviction, or readiness to close.
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Condition of Sale
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When a buyer says "If you can meet my request, I'll buy," or "Under certain conditions, I will buy from you."
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Negotiation
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Refers to reaching an agreement mutually satisfactory to both buyer and seller. Prospects may say things like "I'll buy your equipment if you can deliver it in one month instead of three," or "If you'll reduce your price by 10 percent, I'll buy."
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Practical Objection
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(overt)
Price Product is Needed Prospect has an overstock of your or your competitor's products Delivery Schedules |
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Psychological Objection
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(hidden)
Resistance to spending money Resistance to Domination Predetermination beliefs Negative image of salespeople Dislikes making a buying decision |
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Hidden Objective
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Prospects who ask trivial, unimportant questions or conceal their feelings beneath a veil of silence
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Stalling Objection
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An objection that delays the presentation or the sale
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No-need Objection
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Is used widely because it politely gets rid of the salesperson. Strongly implies the end of a sales call.
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Money Objection
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Encompasses several forms of economic excuses: I have no money, I don't have that much money, It costs me too much, or Your price is too high. These objections are simple for the buyer to say, especially in a recessionary economy.
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Product Objection
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Relate directly to the product. Everyone does not like the best-selling product on the market. At times, most buyers have fears about risk associated with buying a product--they are afraid that the product will not do what the salesperson says it will do, or that the product is not worth either the time or energy required to us it or the actual cost.
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Source Objection
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The last major category of objections salespeople typically face. Source objections relate loyalty to a present supplier or salesperson. Also, the prospect may not like you or your company.
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Dodge
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When a salesperson neither denies, answers, nor ignores the objection, but simply temporarily dodges it.
"I think your price is too high" "Before you decide to buy let me tell you about the value that goes with this product." |
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Pass Up
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I'm not interested in a service such as yours.
Use it to Move into the Presentation Approach used by top sales people to say something that allows you to move into you presentation such as immediately using the customer benefit approach or simply asking why? |
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Re-phrase as a question
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A question in which the salesperson rephrases what the prospect has said in order to clarify meaning and determine the prospect's needs.
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Postpone the Objection
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The option of a salesperson to respond to an objection later during the sales presentation
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Boomerang Method
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The process of turning an objection into a reason to buy
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Intelligent Questions
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Questions relating to a prospect's business that show the salesperson's concern for the prospect's needs.
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Five Question Sequence
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The five-step process of overcoming objections in which facts, logic, and tact are used
1 There must be some good reason why you're hesitating to go ahead now. Do you mind if I ask what it is? 2 In addition to that, is there any other reason for not going ahead? 3 Just supposing you could convince yourself that...then you'd want to go ahead with it? (if positive , go back to selling, if negative go to question 4) 4 Then there must be some other reason, May I ask what it is? (After a response, return to Question 2. You can go directly to Question 55 or complete the sequence one or two more times before going to Question 5 What would it take to convince you? |
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Direct Denial
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make the buyer right and keep the buyer's mind open. " You know my best customer had those same feelings until I explained that."
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Indirect Denial
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Different from a direct denial in that it initially appears as an agreement with the customer's objections but then moves into a denial of the fundamental issue in the objection. The indirect denial is softer, more tactful, and more courteous. Begins with an agreement or acknowledgment of the prospects position.
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Compensation Method
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The Method of of Offsetting negative product aspects with better benefit aspects
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Third-Party Answer
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The technique of responding to an objection with testimony from authoritative sources.
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