Show:
definitions
common objections
four-step process
specialized methods
miscellaneous
100
objections
concerns, hesitations, doubts, or other honest reasons a customer has for not making a purchase
100
need
these objections usually occur when the customer does not have an immediate need for the item or wants the item but does not truly need it
100
listen, acknowledge, restate, and answer
What four steps are in the four-step process?
100
question method
What technique is used when you question a customer to learn more about the objections?
100
paraphrase
What does it mean to restate something in a different way?
200
objection analysis sheet
a document that lists common objectives and possible responses to them
200
price
usually occurs with a high priced item
200
listen carefully
what should you do when a customer is talking to you?
200
superior-point method
a technique that permits the salesperson to acknowledge objections as valid yet still offset them with other features and benefits.
200
denial method
What method is used when the objection is in the form of a question or inquiry
300
excuses
reasons for not buying or not seeing the salesperson
300
product
includes concerns about things such as construction, ease of use, quality, color, size, or style
300
acknowledge the objections
what should you do to show the customer that you care about their concerns?
300
demonstration
what method exemplifies the adage "seeing is believing"
300
need, product, source, price, time
What are the common objectives?
400
third-party method
involves using a previous customer or another neutral person who can give a testimonial about the product
400
source
often occur because of negative past experiences with the firm or brand
400
suggest the customer's concern is unimportant
what should you never do while answering the objections
400
boomerang method
what method brings the objection back to the customer as a selling point?
400
false
true or false? objections don't have to be answered promptly
500
substitution method
involves recommending a different product that would satisfy the customer's needs
500
time
what objections reveal a hesitation to buy immediately?
500
"would you be interested in the jacket if we could find your size in another color?"
what is a way that you can restate "the style is nice, but I don't like the color."
500
denial method
what method is used when the customer's objection is based on misinformation?
500
false
true or false? objections are reasons for not buying or not seeing the salesperson