Handling Objections to the Sale [Sales Process Part 7 of 9]

If you don’t get objections to your sales pitch either you got it just right, or they aren’t interested. Objections are usually a good thing. So, it pays to become adept at handling objections.
The Book of the Course!
Sales Skills: A Management Courses Introduction
This book gives a broad introduction to the topic, for managers and professionals who don’t want or intend to specialize in sales and selling. And as a fast start for someone needing to make a start in selling, for whatever reason.
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Watching this video is worth 2 Management Courses CPD Points.
See below for details
Sales and Selling Skills
This video is part of course module 8.4.1
Program 8: Managing Customers and Clients
Course 4: Sales / Selling Skills
Section 1: The Sales Process
Other videos that describe the Sales Process:
The Sales Process https://youtu.be/iPZNem-Xguw
Sales Prospecting https://youtu.be/m7bQ4wNeZmo
Pre-Sales Activities https://youtu.be/lEBsFG_jqnU
Rapport Building https://youtu.be/aJqduxW2MA4
Opening the Sales Meeting https://youtu.be/gjI7e-DBPH4
Diagnosing the Need https://youtu.be/pAsYVf4E3to
Presenting Solutions https://youtu.be/xf-mhhbL2tk
Seeking Commitment https://youtu.be/1D1-VC9Ccjk
After Sales Activities https://youtu.be/3qrrlXwDjJI
LESSON NOTES
The Golden rule with Objections is
Whoever brings it up first wins!
Invite and welcome objections. Handle each one in turn. And keep going until there are no more. This is ‘emptying the hopper’.
Three types of Objections
• Known
• Likely
• Unknown
You can (and therefore should) prepare for the first two.
Be positive & confident
Invite the objections, listen carefully, and say thank you. Be sure that you understand the real objection. And then respond carefully, noting the reaction you get. Then, test that your prospect is happy you have dealt with their concern. If they are not, invite a follow-up question.
The Feel - Felt - Found framework
• ‘I understand that you feel…’
• ‘In the past, other customers have felt…’
• ‘But, what they have found is…’
Third Party Validation
One of the best ways to handle objections is to cite a success story
Use case studies or testimonials:
‘Big Names’ are great, but TPV has most impact when the prospect can relate to them because they share:
• Industry
• Geography
• Size
• Personal connection
• Issue or Challenge
A great tool is a reference story that will interest the prospect and establish your credibility:
• Focus it on the prospect’s business issue: not your solution
• Include measurable results
• Tell it as a story but be sure it is factual/true
• Keep it short and sweet
No matter how tough the objections get, stay calm and remain courteous. Never criticize other organizations: competitors, customers, or the prospect’s organization or competitors.
There is a lot more on Handling Objections in my Handling Resistance Pocketbook: https://geni.us/0NGhc
RECOMMENDED EXERCISE
1. Spend time gathering Third Party Validation resources for each of the products or services you may need to sell (2 MC CPD Points)
2. What are all the potential objections your prospects might offer? (2 MC CPD Points)
3. Develop an answer to each potential objection (6 MC CPD Points)
DOWNLOADS
Free Resources
CPD Tools - https://gum.co/MC-CPD
Paid resources
Management Courses Onboarding Kit - https://gum.co/MC-ObK ($3)
RECOMMENDED READING
There are many books that introduce sales and selling. These are the ones I have, and can recommend:
To Sell Is Human https://geni.us/L2EQmt
The Only Sales Guide You'll Ever Need https://geni.us/AEAVD5
The New Strategic Selling https://geni.us/Zt2Z9n3
SPIN Selling https://geni.us/Ir5xu
The Psychology of Selling https://geni.us/AjR8AA
Links to our book recommendations are affiliated through Amazon and help support our free videos
Managers Need a Basic set of kit to do your job well. Here are my top recommendations: https://kit.co/MikeClayton/manager-s-work-kit (the links are affiliated)
MANAGEMENT COURSES CONTINUING PROFESSIONAL DEVELOPMENT (CPD) POINTS
You can record your Management Courses CPD points on our free, downloadable CPD record log.
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Each video has two levels of MC CPD points. For this video:
- If you simply watched the video, record 2 MC CPD points
- If you also carried out all of the recommended exercises, score a total of 12 MC CPD points
CHAPTER MARKERS
00:00 - Objections are good
00:28 - The ‘Golden Rule’ of Sales Objections
01:23 - Anticipate and Prepare
01:38 - Be Positive and Confident
02:24 - Feel- Felt - Found
02:41 - Third-party Validation
03:53 - Reference Story
04:49 - The Handling Resistance Pocketbook
04:59 - No matter how tough it gets…
#HandlingObjections #Sales #SalesProcess