In the sales process, the most difficult, and sometimes insurmountable obstacle for many sales managers is to work with objections. It is at this stage that the client is either fully convinced of the need to make a purchase, or categorically refuses. To ensure that all the work done is not useless, it is important to be able to work correctly with objections.
Instruction manual
one
Be on the same field with the client Do not take him as an adversary. Many consultants, although they understand that the client must be treated as a partner, often perceive the sale as a struggle. In this case, the objections are perceived as the defense of the enemy, and in order to break this defense, you need to deliver a preventive strike called "fight against objections" or "overcoming objections." The consequences of such a fight are not difficult to predict: the client leaves the battlefield, taking his money. Therefore, it is necessary to meet the client’s objections with gratitude, because he sincerely shares his concerns with you, which means that the level of trust in you is quite high. It is much worse if the client says dryly "well, I'll think about it." More often than not, this means your relationship is over.
2
Make emotional contact This moment is very important for building trust. If the client sympathizes with you, then he will rather agree with your arguments, the more trust - the fewer objections and the more convincing your arguments seem. This is exactly the foundation on which you can build a solid foundation for your long-term partnerships.
3
Find out the needs of the client When building a conversation with your potential buyer or partner, try to find out more about what interests him. The more accurately your presentation of products or services falls into the expectations of your potential buyer, the less objection you will hear
4
Clarify the meaning of the objection Do not rush to respond to the objection heard. The answer may be completely inadequate to the expectations of the client. It is enough to ask a simple question “Why?” To specify the objection, otherwise you run the risk of falling into a stupid position that will not allow you to correctly complete the transaction. However, it is possible that the real reason lies much deeper. It is important to distinguish between excuses and real objections that can be hidden behind these excuses. Therefore, it is worth asking a few leading questions that will reveal the true doubts, dispelling which, you can successfully make a sale.
5
In no case do not argue By challenging the judgment of a potential client, you are increasingly convincing him of the correctness of the objection. Therefore, you must agree to any most ridiculous objection. Rather, agree with the meaning of the thought expressed by the client, but then it is worth developing this very thought in the direction you need. It is difficult to agree if the client says that your products are of low quality, but in this case it should be said: "it is good that you pay attention to the quality of the products that you use, so let me tell you about the quality control system in our organization." By turning the conversation in the direction you need, you will show the client that you care about him, and you can also refute his objection.