Objection Handling

Never argue with stupid people, they will drag you down to their level and then beat you with experience. -Mark Twain

All of us have bad experience with customer before, some even ended up in argument. Most of the time is when you have no idea how do handle their questions, get panic and choose they easy way out which is to blow your top and end things quickly.

Why Objection Handling

• One of the biggest challenges in sales
• Let the customer convince themselves
• Sometimes objection are not that bad
• Objection does not means losing the deal, but walking away after the objection is 
• Prospects that buy have 58% more objections
• Do not fear objection as your responses will get affected, always be prepared

Why Will Prospect Object?

• Lack of knowledge
• Warranted concern (price not right…)
• Hidden agenda (incentives…)
• Perception issue
• Unpleasant past with you or your company
• Reluctant to change
• Misunderstood presentation (information unclear...)

What You Should Do When You Notice It?

• Objection can be of any form - distraction, yawning, uninterested, interrupting you, etc.
• Stop whatever you are saying or doing and do something else
• Change your topic or
• Encourage interaction or
• Apply objection handling technique

Steps to Handle Objection

1. Show gratitude to your prospect that they are here and listened to you
2. Listen carefully to their objection
3. Probe for deeper details
4. Confirm your understanding and show empathy
5. Acknowledge their point of view
6. Search for the solution
7. Answer them confidently
8. Confirm if you have answered their questions
9. Show them the value
10. Back it up with proof & customer references
11. Attempt / reattempt to close

What Should You Do When You Are Unsure

• Things we discussed so far are valid objections, how about the invalid ones?
• What if you cannot think of a solution on the spot?
• You can delay but must always get back to them
• Have personal value, use discount or become their friend to meet them again

What Happen When All Else Fail

• Control your emotion
• Do not have two person angry
• Never win the battle but lose the war
• Get another salesperson to take over, preferably your supervisor
• End argument peacefully

Arguement Technique You Could Use

• The coin method - take out a coin and show your client the head side and have the tail side facing you. Tell him we cannot come into a conclusion because we are seeing different sides of the coin. How about we put our foot into each other shoe and understand better? Share me what makes you have this thought so I can have a better angle to process things.
  
• The swearing method - no one like to be called stupid or names. Tell you client "only an igonorant self-affirm stupid ass will reject our product  because of the price. Bro, you are smart like Einstein, that could not be the reason. Is it because I didn't share the benefits properly to you?"
  
• Agree to disagree - agree to everything the person said, remember the key points and when he has finished and tired, tackle him point by points and most likely he already forget 1/2 of what he said and will be impressed with how well you taken his words
  
• Endurance - Just listen and nod and act innocent and smile gently (don't too much or he will feel mocked). Of course not every normal human could do that, so in your mind just thought he is an idiot and doing bad things to him. Once he finished he will feel guilty but never will know what you have done to him in your mind.

Conclusion

• The key is to have adequate knowledge and practices to prepare for any situation
• Know yourself, your product, your company and most importantly your customer well