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This module covers objection handling techniques. According to our market research this is the most critical stage in sales process, as most of sales people take a no at a trial close as a final answer from customer and miss out on a great potential of generating business.
We will illustrate 100 percent proven objection handling techniques leading to the closing stage. The techniques that your sales team will be trained on,
This technique ensures that you agree with the customer when an objection is raised, this is significant to do as that would assist is clarifying and isolating the objection. The agreement frame will use these four frames whenever an objection is raised,
The Golden Rule is never to use the words “I understand” and “but”.
For instance in car sales example, an objection is raised this car is out of my budget. The utilization of Agreement frame will induce a response, I acknowledge that everyone has a budget when it comes to investing in a car and is this only concern you have for buying the car? If customer says yes then it has offered you a vital information that this is the only objection, and handling this will lead to sale, and if the reply is no then you will clarify for any other objections they have, and will address them accordingly using Meta model pattern and context reframe.
Meta model clarifies and tackles the objection by using,
How frame for clarifying objections
What if Frame for tackling objections
In car sales example, if a customer raises an objection, I don’t like the features of the car, then incorporating meta model technique implies I respect that and how do you mean when you say that you don’t like the features of the car? The agreement frame and meta model technique would let the customer clarify about objection in more precise details what exactly they are concerned about.
If a customer replies to the above mentioned question clarifying objection, I don’t like the manual locking system in the car, Meta model technique integrating “what if” frame is used. The response will be, what if I am able to offer you an upgrade to an automatic locking system for same price, you would buy this car, wouldn’t you. The important component is that a what if frame is always followed by trial close technique, as it would lead to closing the sale or if any other objection then that would be handled.
Context Reframe technique involves of thinking a different context in which person will respond differently to the same behavior. This is a very influential objection handling technique as if you change the context of the situation, the response and behavior is also changed.
For instance in car sales example, an objection is raised the engine capacity of car is bigger then what I need, the context reframe response would be, I appreciate that and isn’t that great your car is perfectly suited for driving longer distances on a highway. The changing of the context to this situation illustrates that the objection transforms to the positive feature of the car in the new context.