Lesson 14.2 Overcoming Objections

Distinguish objections from excuses. What is the difference between an objection and an excuse?

• An objection is a genuine concern or reason, while an excuse is a false or evasive reason.

• An objection is always false, while an excuse is always true.

• Objections and excuses mean the same thing.

• An excuse is a genuine concern, while an objection is a false reason.

Explain the five buying decisions on which common objections are based.

• Product, Price, Place, Promotion, People

• Need, Product, Source, Price, Time

• Awareness, Interest, Desire, Action, Satisfaction

• Quality, Quantity, Service, Delivery, Warranty

Demonstrate the general four-step method for handling customer objections.

• Listen, Acknowledge, Respond, Confirm

• Ignore, Respond, Argue, Close

• Interrupt, Explain, Defend, Sell

• Deny, Justify, Persuade, End

What are objections in a sales context?

• Reasons for buying a product

• Concerns, hesitations, doubts, or other honest reasons a customer has for not making a purchase

• Ways to promote a product

• Methods to increase sales

Fill in the blank: Objections are positive because they let the salesperson share more ______ on the product.

• information

• money

• pressure

• competition

Which of the following is an example of an objection stated as an inquiry?

• Do you carry other brands?

• I am not interested.

• I will come back later.

• These shoes don’t fit me properly.

What are excuses in a sales context?

• Reasons for buying a product

• Reasons for not buying or not seeing the salesperson

• Ways to promote a product

• Honest feedback about the product

Fill in the blank: Excuses are used by customers when they are not in the mood to buy, or when they are ______ other objections.

• hiding

• accepting

• creating

• solving

What is an objection analysis sheet?

• A document that lists common objections and possible responses to them

• A list of customer names

• A sales report

• A product catalog

Why should you include any anticipated objections in your presentation?

• So they do not become objections

• To make the presentation longer

• To confuse the customer

• To avoid answering questions