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When a customer raises objections they are providing salespeople with useful although negative information about the purchase. Objections generally fall into two categories: misunderstandings and drawbacks. The misunderstandings and drawbacks salespeople encounter become “stumbling blocks” or “stepping stones” depending on how they are handled. This fast-paced seminar teaches a six-step process for handling resistance to ensure that drawbacks and misunderstandings become “stepping stones” to the close.
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The Sale Begins When the Customer Says No
Sales is a Process
Step One
Step Two
Step Three
Step FourStep Six
Meet &Greet
Qualify &Discover
Build Value
Overcome Objections
Close
Follow-Up
Buying is a Process
Step One
Step Two
Step Three
Step FourStep Six
Look
Compare
Contrast
Question
Eliminate
Negotiate
Eliminate
Resist
Question:
Do people resist what they do not want?
Question:
Why do people resist what they want?
Answer:
People are looking and listening for …
Justification&
Rationization
People will only move forward when you provide
a solution to what they need, want or is
important to them
You are aSolution Provider
Sale Begins When the Customer Says No
Mere comment
Request
Buying signal
Real problem
Right Time
Ignore
Answer
Delay
Mindset
Agreement
Customer’s point of view
When you see John SmithThrough John Smith’s eyesYou will sell John SmithWhat John Smith buys
Handling Resistance Process
Step One
Agree
Truth
Odds
Principle
Step Two
Pause
Be patient
Step Three
Question
Clarify & Classify
Restate resistance as a question
Clarify
• Stall• Doubt• Request for
reassurance• Request for pressure• Request for more
information• Hidden resistance• Hard resistance
Classify
Repeat to
verify
Step Four
Step Five
Reframe
ReframePoint of
View
Point of view
Dilute or Minimize
Convert to a Positive
Third Party
Offer Documentation
Pro and Con
Step Six
Agreement
• How does it sound?• How does it look?• How does it feel?
1. Don’t commit to integrating a new idea into your daily sales process until you fully understand why it’s important to implement.
2. Practice the idea for at least 21 days straight.
3. Give full attention to each idea you are practicing. Don’t just practice to practice. Have a specific intent.
4. Evaluate only the sales skill you are practicing at the time. Stay focused!
5. Make learning enjoyable.
Practice Makes Perfect
