Handling Objections/Excuses

What are the five key buying decisions that customers may based an objection on?
Need, Product, Source, ______, and Time

• Availability
• Price
• Pre-approach
• Determining Needs

The four-step process to handling objections (or excuses) is:
1.  Listen
2.  Re-state
3.  Acknowledge
4.  Answer
***Two are out of order; Place in order***

• Answer, Re-state, Acknowledge, Listen
• Re-state, Listen, Answer, Acknowledge
• Listen, Acknowledge, Re-state, Answer
• Acknowledge, Listen, Re-state, Answer

There are 7 specialized methods to handle objections.
The method that involves offering another item to replace the first item is called

• Boomerang
• Substitution
• Question
• Superior Point

There are 7 specialized methods to handle objections.
The method that brings the objection back to the customer as a selling point is called

• Boomerang
• Substitution
• Queston
• Superior Point

There are 7 specialized methods to handle objections.
The method that relies on testimonials or good experiences from past customers is called

• Question
• Demonstration
• Superior Point
• Third-party

There are 7 specialized methods to handle objections.
The method that involves the salesperson acknowledging the customer's concerns but validating the features and benefits of the product/service with the customer is called:

• Question
• Boomerang
• Superior Point
• Demonstration

There are 7 specialized methods to handle objections.
The method that allows the salesperson to refute the customer's claim, but also requires accurate facts and data is called

• Question
• Superior Point
• Boomerang
• Denial

Answers to open-ended questions -- used to determine a customer's real reason for the objection, or to determine if it is an excuse, are questions that

• are lies.
• are truthful
• give the customer a chance to explain his/her objection.
• give the customer the chance to answer yes or no.