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Dealing with Customer Objections

Posted by Roman Bodnarchuk on Fri, Jan 09, 2015 @ 10:01 AM

Dealing with Customer Objections

customer_objection

Every sales person has to deal with them, but someone who is a master at sales knows the general rule that when it comes to customer objections, they shouldn’t be taken seriously until you’ve heard them three times. You always acknowledge the objection by explaining that you understand where it is coming from. But once you’ve acknowledged the objection you’re going to use your knowledge of the project in order to steer your prospects back in the right direction.

When people object, typically they just want to feel smart by throwing strange questions at you. Until you’ve heard that objection three times there’s no need to take it seriously.

During my time in India, I explained to the team of Wave City Center how to deal with customer objections.

 

To give you an idea of what I mean, here is an example of how to respond to the most common customer objection that any sales person will hear.

Objection

“The product is too expensive.”

Response

“It’s too expensive? As compared to what?”

Too expensive is a relative term. Make sure you have your potential customers explain what they mean by this. Is the product expensive when compared to other similar products? Do those products boast the same quality as yours? Do they offer the same benefits as your product? Obviously your response is going to depend on the product you are selling, but the strategy of your response should remain the same. Agree with your potential customers and tell them that you can certainly understand why they might think that. Then use your knowledge of the product to explain away their objection.

This strategy will always work, but only if you fully understand your product. You cannot possibly expect to deal with customer objections like a professional if you don’t know every detail about the product your selling. There are no shortcuts here. Understand your product and all of its benefits and there will be no objection that you cannot handle.

Learn more from my book

The Million Dollar Minute – the secrets of how we sold 367 condos in 90 minutes, and how you can too!

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Topics: sales, Customer Engagement, phone calls

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