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Six Steps to Handling Sales Objections
Sales Tips: Dealing with Rejection
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Six Steps to Handling Sales Objections

Step #1: Hear the customer out
  • Appreciate the fact that someone trusts you enough to tell you what's bothering him/her
  • Don't interrupt or be too quick to address every phrase he/she utters.
  • Give him/her time and encourage him to tell you exactly what’s behind the concerns.
Step #2: Feed it back
  • By rephrasing what his/her concerns are, you're asking for even more information.
  • You want to be certain that he/she has aired all his/her doubts so that no other concerns crop up after you've handled this one.
Step #3: Question it
  • Phrase questions sensitively, in a manner that lets them know you understand his/her feelings and allows them to open up about the underlying doubt or fear.
  • For instance, instead of saying “What’s wrong with that?”, try “So, you’re uncomfortable with that?”
Step #4: Answer it
  • After you're confident that you have the whole story behind his concern, you can answer that concern with confidence.
Step #5: Confirm your answer
  • Confirm that he has heard and accepted your answer. If you don't complete this step, the other person very likely will raise that objection again.
  • Confirm your answers with a statement such as, “That answers that concern, doesn't it, Bob?”
  • If he/she isn't satisfied with your answer, now is the time to know — not later when you try to get his/her final decision to go ahead.
Step #6: By the way . . .
  • Know these three words. They're extremely useful in any attempt to persuade or convince another person.
  • Use this phrase to change gears and move on to the next topic. .
  • If it's appropriate, turn the page in your presentation binder or booklet. Point to something other than whatever generated the objection.
These six steps, will take you a long way toward achieving your goal of selling others even when they raise objections or concerns.

Related Links:
Objection-handling
Seven Top Strategies for Handling ObjectionsIn Sales (and In Life!)

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Sales Tips: Dealing with Rejection

  • Nobody likes rejection- that's a fact of life!
  • Successful sales people realize that it is not personal - it's just business.
  • People say ‘No’ because they are busy, don't have the time, are scared of getting roped into something or do not qualify for the offer.
  • The more quickly you recover from a “No” answer and speak to the next person, the more successful you will become.
  • The more people you talk to, the more opportunities you have to find and sell to qualified customers and determine your closing rate.
  • Your attitude shows in your body language. Smile and always have a positive body and mental framework.
  • Remember, you can only speak to one customer at a time. Take advantage of that one opportunity.
  • The more efficiently and quickly we sort/qualify our customers via rejections the sooner we can find our eligible customer and make the sale!
  • Experiment with qualifying and learn to see rejection as a valuable tool in your sales toolbox
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Links to External Sales Articles

A Selling Attitude
Sales Closing Tips  
Top 10 Reasons Salespeople Fail  
Are Top Salespeople Born or Made?  

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