Objections—

Address Your
Prospect’s
Concerns
 Main Topics
Welcome Objections!
What are Objections?
When do Prospects Object?
Objections and the Sales Process
Five Major Categories of Objections
Responding to Objections
Points to Consider About Handling Objections
Dealing with Difficult Customers
Negotiating a Win-Win Outcome

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 Welcome Objections!
• An objection is a prospect’s opposition
or resistance to the information or the
salesperson’s request.
• Customers object because they don’t
like to be taken advantage of
• Learn to accept objections as a
challenge, which, when handled
correctly, will benefit you and your
prospect.
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 Objections and the Sales
Process
• Objections can
occur at any time
during the selling
process
• When objections
occur, quickly
determine what to
do.
– Answer it?,
– Postpone it?,
– Ignore it?
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 Five Major Categories of
Objections

1.1.Stalling
Stalling 2.
2.No-need
No-need 3.3.Money
Money
objections
objections objections
objections objections
objections

4.4.Product
Product 5.
5.Source
Source
objections
objections objections
objections

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 1.The Stalling Objection
“I’ll think it over”
Not ready to buy, may be next time.
Need somebody else’s approval.

Your goal is to help your prospect realistically

examine reasons for and against buying now.
Be politely persistent, bring out the benefits
and keep on selling.

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 2. The No-Need Objection

“Sounds good but I am not interested” or

The prospect says “..but I’m not interested

now”.

This objection may be genuine or it may

just be a stall objection

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 3. The Money Objection

“I cannot afford it”

Many forms of economic excuses.

Focus on benefits of your product, never

compare prices until you compare benefits.
Once the prospect sees what your product
can do for him or her, price may become
less important.
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 4. The Product Objection

Prospect does not like your

product, even if it may be the best
selling brand.

Your reaction must be positive. Try, use

guarantee, testimonial, independent
research results, and demonstrations to
bring out your product’s benefits.

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 5. The Source Objection

“ I’m already very happy with my present

supplier”.

Be very patient and cordial, try find

out if there is anything that the
prospect’s supplier may not be able
to provide.

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 Hidden Objections
Prospects who ask unimportant questions
or conceal their feelings beneath a veil of
silence have hidden objections.

– Deal with it as other five.

The true category of objection may be

hidden by the prospect. Probe,
observe, and listen. Last resort is to
ask what they are.
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What Does a Prospect Mean by
an Objection?

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 Objections and the Sales
Process
• Inexperienced salespeople finish their
presentation and wait for the prospect’s
response.
• Experienced salespeople use a trial close.
• If prospect responds positively- move to a
close
• Answer objections, ask another trial close
and be prepared for other objections.
• If objection is not overcome, return to
presentation.
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 Four Steps
for Overcoming an Objection

Step 1: Acknowledge the prospect’s

resistance/concern.

Step 2: Identify the problem and clarify the

concern- ask intelligent questions, rephrase
the objection, and listen.

Step 3: Provide the appropriate FAB or just

answer the concern.

Step 4: Trial close &/or continue

presentation
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 Procedure to Follow in
Response to an Objection

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Prospect
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 Basic Points to Consider in
Meeting Objections
Plan for objections
Anticipate
Understand objections
Be positive

Use direct denial tactfully

Let a third party answer

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 Dealing with Difficult
Customers
– “Tact” is critical. A natural and
.Respect sincere conversational approach
.Empathy will not offend the prospect.
.Stop, look,
listen
– Never say “ you’re wrong”. Say “ I
understand how you feel, let me
.Identify the explain”. But never agree with your
problem prospect’s objection.
.No blame
– Answer only if you know the facts,
.Solve the never baffle the prospect with
problem nonsense.
.Follow up 17
 Summary

Objections help you determine if you are

on the right track to uncover prospects’
needs and if they believe your product
will fulfill those needs.

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