Resolving objections is a linear process,
When you encounter resistance, start by acknowledging what the customer has said without responding to it with offense or defense. next, ask questions to learn the totality of the objection. Make sure that you have heard and understood the entire issue. Review your understanding with the customer of what is troubling them. Sometimes, you will simply paraphrase the objection to clarify it; at other times, you will have to re frame the objection and transform it into a need that you can address. Next, address the concern as effectively as you can in order to resolve it. If the customer accepts your response, determine if there are other concerns. If there are, repeat the process. If there are none, close the sale.
Resolving objections is a linear process, similar in many ways to the needs-driven selling model as a whole. As with any other linear process, you don't have to use every step to succeed, but having a well-defined process to which to refer will help you deal with what most people find the hardest component of the sales process.
ACTION POINT: Think of yourself as a facilitator when you resolve objections. It's your job to lead the way as you navigate towards resolution.
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