The FOUR Steps on How To Handle Objections in ANY Situation
Do you want to learn how to handle objections like a pro? Objections can be very awkward for most people especially when you have a good feeling about your prospect. Have you ever had a prospect you believe was 100% a buyer and then just when it’s time to ask for the business they come up with an objection you could not overturn?
Or perhaps your prospect or gave you an objection and you froze? This is particularly difficult especially when you believe you have a connection with your customer. For many it is also heartbreaking. So, in this ebook you will learn that objections are mainly not about you.
You will also learn the general rule of tackling objections and what they really are. So let’s get started;
How to Handle Objections Video pt.1
What are really objections?
They are generally saying “I am interested in your product/service or about you and I need a bit more clarification”. Most of the time prospects will come up with an objection just to get you to clarify a little bit more. There are situations when customers are simply trying to blow you off but in most of these selling situations you know if your prospect or customer is doing that. So, before we get started I would like you to replace the word “objections” to “concerns”. Let’s get started;
How to Handle Objections in 4 Steps
This is the main cycle you would use to tackle objections. This only works when you are paying attention and allowing the prospect to voice out their concerns before they purchase. The diagram below will show you what your objection;
The Objection Handling Cycle
So let’s break it down;
- Listen: Listening is a skill you must develop. You need to listen to learn to listen to what your customer is not saying to understand them. The only way to do this is by watching out for body language, tone of voice, facial expression and expressions they are unable to voice out (sometimes people say what they do not mean to say just to cover up what they really want to say). It is you job to find out and by paying attention. Don’t be in a hurry to speak just allow your prospect to keep talking about their concern. Ask questions if you are not clear about anything and use why, what, when, how to form questions for your prospect.
- Acknowledge: everybody loves being listened to and made to feel important. Use this to your advantage and a very effective trick is by repeating what the prospect has already mentioned. Don’t just say “yes, I understand” repeat it to them. This way you build instant rapport because the prospect feels you have taken time to listen to them and it also trains you to learn to listen more. If you are face to face with the prospect lean in and nod your head in agreement.
- Respond: After listening and acknowledging their concerns now its time to respond. By coming up with the right solution that addresses their needs and presenting it to them using the “feel – felt – found” structure to frame your solution for them. For example; if the customer truly shows concern about pricing and affordability, you can present them with an alternative package (if you have it), stress the benefits and allow them to make a choice. In a statement you could say something like, “I know how you feel Ben, a lot of my customers felt the same way about our prices the first time I showed them the benefits of our product/service. But after using the product for a while they have replaced their initial investments in getting our product and they absolutely love our products now.”
- Confirm: This shows to the customer that you care about them. You see, prospects don’t care how much you know until the know how much you care. When prospects know you care about them they will buy from you. So, show some concern and confirm the package they have chosen is great for them and you can proceed to the next step – closing the sale.
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