Scribd
Upload
12 views

Elearing Module Objection Handling

The document discusses common customer objections that salespeople may encounter and provides strategies for handling each objection. It outlines five common objections: price being too high, lack of urgency, lack of trust, lack of desire, and lack of information. For each objection, it defines the objection, provides a role play example between a salesperson and customer, and suggests how the salesperson can address the concern.

Uploaded by

Aishwarya Srivastava
Copyright
© © All Rights Reserved
Available Formats
Download as DOCX, PDF, TXT or read online on Scribd
12 views

Elearing Module Objection Handling

The document discusses common customer objections that salespeople may encounter and provides strategies for handling each objection. It outlines five common objections: price being too high, lack of urgency, lack of trust, lack of desire, and lack of information. For each objection, it defines the objection, provides a role play example between a salesperson and customer, and suggests how the salesperson can address the concern.

Uploaded by

Aishwarya Srivastava
Copyright
© © All Rights Reserved
Available Formats
Download as DOCX, PDF, TXT or read online on Scribd
You are on page 1/ 3

E- learning module

Starting---------

Customers Responses:

 I dont want it .
 Its too expensive.
 I will decide later.
 I am not sure about Brand.
 I need to think about it
 Just send me some information

Following are the most common objections from customer:

 No need
 Price is too high
 No hurry
 No Trust
 No desire
 Lack of proper information.

Definition of Objection Handling:

“Objection handling is convincing someone to buy something even if they have doubts.”

--------------------------------------------------------------------------------------------------------------------------------------

Middle Part of Video:

So how we can handle these objections

1) Price is too high

Definition: Customer thinks the cost is too much for the product/service.

Tackle: Highlight value and offer discounts or payment plans to make it more affordable.

Role Play:

Salesperson: "I completely understand that you're concerned about the price. Our product does
come with a higher price tag, but let me explain why it's worth it. It offers [highlight key benefits]."

Customer: "I see, but it's still a bit steep for me."

Salesperson: "I understand, budget is important. How about I show you some financing options or
special deals we have available to make it more manageable for you?"
2) No hurry

Definition: Customer feels no urgency to make a decision.

Tackle: Create urgency by emphasizing limited availability or time-limited offers, or by offering


incentives for acting now.

RolePlay:

Salesperson: "I get it, making a decision like this takes time. However, I should mention that our
current promotion is ending soon, and it comes with some extra benefits. Plus, the sooner you start
using our product, the sooner you'll see its benefits."

Customer: "I see your point. Can I still get the same deal if I decide later?"

Salesperson: "Unfortunately, the promotion might not be available then, but I'll make sure to offer
you the best deal possible whenever you're ready."

3)No trust:

Definition: Customer lacks confidence in the product/service or the seller.

Tackle: Provide social proof, guarantees, and build rapport through honest communication to earn
their trust.

Roleplay:

Salesperson: "Trust is essential, especially when making a significant purchase. Let me address any
concerns you have and provide you with more information about our company and the quality of our
product/service."

Customer: "I've heard mixed reviews about your company."

Salesperson: "I appreciate your honesty. Let me share some success stories and testimonials from
satisfied customers to show you the positive experiences others have had with us."

4)No desire:

Definition: Customer lacks interest or motivation to buy.

Tackle: Identify their needs, show how the product/service solves their problems, and evoke
emotions to create desire.

Roleplay:

Salesperson: "It sounds like you're not feeling a strong desire for our product right now. Can you tell
me what you're looking for or what challenges you're facing? Maybe I can show you how our product
can help."

Customer: "I'm not sure if it's something I really need."

Salesperson: "That's understandable. Let's explore together how our product could potentially solve
a problem or make your life easier. Then you can decide if it's worth it for you."
5) Lack of proper information:

Definition: Customer feels they don't have enough information about the product/service.

Tackle: Provide clear and concise information, answer questions, and offer additional resources or
demonstrations to educate them.

Role Play:

Salesperson: "It seems like you have some questions or uncertainties about our product/service. I'm
here to provide you with all the information you need to make an informed decision. What specific
details would you like to know more about?"

Customer: "I'm not sure if it's compatible with my current setup."

Salesperson: "Great question! Let me walk you through how our product works and how it can
integrate seamlessly with your current setup. I'll make sure you have all the information you need."

--------------------------------------------------------------------------------------------------------------------------------------
-

Ending:

Remember, for every objection, pay attention to what the customer is saying and find a way so
he/she can't say "NO"...

Finally, you MUST...

 ANTICIPATE
What's going to be asked
 PREPARE
Answers to common objections
 PRACTICE
Regularly to build confidence

You might also like