inloso overcoming sales objections course sample · 2015-02-28 · ©inloso!llc!...

Overcoming Sales Objections

Student Training Manual

© Inloso LLC From Microsoft Word to Leadership Seminars visit www.inloso.com

TABLE OF CONTENTS

Module One: Getting Started ............................................................................................................... 4

Workshop Objectives ............................................................................................................................... 4

Module Two: Three Main Factors ......................................................................................................... 5

Skepticism ................................................................................................................................................ 5

Misunderstanding ................................................................................................................................... 6

Stalling ..................................................................................................................................................... 6

Module Two: Review Questions .............................................................................................................. 7

Module Three: Seeing Objections as Opportunities .............................................................................. 8

Translating the Objection to a Question ................................................................................................. 8

Translating the Objection to a Reason to Buy ......................................................................................... 8

Case Study ............................................................................................................................................... 9

Module Three: Review Questions .......................................................................................................... 10

Module Four: Getting to the Bottom .................................................................................................. 11

Asking Appropriate Questions ............................................................................................................... 11

Common Objections .............................................................................................................................. 12

Basic Strategies ..................................................................................................................................... 12

Case Study ............................................................................................................................................. 13

Module Four: Review Questions ............................................................................................................ 14

Module Five: Finding a Point of Agreement ........................................................................................ 16

Outlining Features and Benefits ............................................................................................................ 16

Identifying Your Unique Selling Position ................................................................................................ 17

Agreeing with the Objection to Make the Sale ...................................................................................... 17

Case Study ............................................................................................................................................. 18


Module Five: Review Questions ............................................................................................................. 19

Module Six: Have the Client Answer Their Own Objection ................................................................. 21

Understand the Problem ....................................................................................................................... 21

Render It Unobjectionable ..................................................................................................................... 22

Case Study ............................................................................................................................................. 22

Module Six: Review Questions ............................................................................................................... 23

Module Seven: Deflating Objections .................................................................................................. 24

Bring up Common Objections First ........................................................................................................ 24

The Inner Workings of Objections ......................................................................................................... 24

Case Study ............................................................................................................................................. 25

Module Seven: Review Questions .......................................................................................................... 26

Module Eight: Unvoiced Objections ................................................................................................... 27

How to Dig up the “Real Reason” .......................................................................................................... 27

Bringing Their Objections to Light ......................................................................................................... 27

Case Study ............................................................................................................................................. 28

Module Eight: Review Questions ........................................................................................................... 29

Module Nine: The Five Steps .............................................................................................................. 30

Expect Them .......................................................................................................................................... 30

Welcome Them ...................................................................................................................................... 30

Affirm Them ........................................................................................................................................... 31

Complete Answers ................................................................................................................................. 31

Compensating Benefits .......................................................................................................................... 32

Module Nine: Review Questions ............................................................................................................ 33

Module Ten: Dos and Don'ts .............................................................................................................. 35

Dos ......................................................................................................................................................... 35

Don’ts .................................................................................................................................................... 36


Module Ten: Review Questions ............................................................................................................. 37

Module Eleven: Sealing the Deal ........................................................................................................ 38

Understanding When It’s Time to Close ................................................................................................ 38

Powerful Closing Techniques ................................................................................................................. 38

The Power of Reassurance .................................................................................................................... 39

Things to Remember ............................................................................................................................. 40

Module Eleven: Review Questions ......................................................................................................... 41

Module Twelve: Wrapping Up ............................................................................................................ 43

Words from the Wise ............................................................................................................................. 43

Lessons Learned ..................................................................................................................................... 43


Module One: Getting Started

Everyone who works in sales will run into sales objections. From retail employees on the sales floor to sales executives, people at every level of the business need to learn how to overcome sales objections. With the right training, it is possible to turn objections into opportunities. Investing in sales objection training will help improve sales and the company’s bottom line.

Workshop Objectives

Research has consistently demonstrated that when clear goals are associated with learning, it occurs more easily and rapidly.

By the end of this workshop, participants should be able to:

• Understand the factors that contribute to customer objections.

• Define different objections.

• Recognize different strategies to overcome objections.

• Identify the real objections.

• Find points of interest.

• Learn how to deflate objections and close the sale.

The greater the obstacle, the more glory in overcoming it.

Moliere


Module Two: Three Main Factors

Customers typically introduce sales objections for three main reasons. They may be skeptical of the product or service. It is also possible for customers and sales associates to have misunderstandings and miscommunication. Occasionally, however, customers may just be stalling. Part of overcoming objections is identifying the factors behind them.

Skepticism

People are naturally skeptical. It is important to gain the trust of prospects and communicate effectively in order to prevent skepticism from developing into an objection. There are several ways that conversations with prospects can breed skepticism.

Common Mistakes:

• Lack of Rapport: It is important to develop a rapport. This requires listening and showing genuine interest in the prospect.

• Poor questions or answers: When speaking with prospects you need to ask questions that will uncover the needs of your prospects. You also need to answer the potential customers’ questions completely. Do not minimize their questions.

• Moving too fast: Never rush a presentation. People tend to feel you are less than truthful when they feel rushed.

• Overpromising: People do not trust promises that seem too good to be true. It is essential that prospects understand how an organization will meet its promises.

The world only goes round by misunderstanding.

Charles Baudelaire


Module Two: Review Questions 1. You can develop a rapport by _______.

a) Listening b) Making promises c) Answering questions d) Talking

2. What is true about promises?

a) They should be grand b) They do not matter c) They should be fully explained d) They do not have to be true

3. What is the first step to preventing miscommunication?

a) Provide benefits b) Identify needs c) Understand goals d) Make promises

4. How do you explain benefits?

a) Generally b) With promises c) By asking questions d) In terms of goals

5. What can you do if a prospect does not have time to speak with you?

a) Schedule another time to meet b) Continue talking c) Send an email d) Send a letter

6. Who should you pitch to?

a) The first person you speak with b) The CEO c) The person capable of making the decision d) HR director

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© Inloso LLC

Overcoming Sales Objections

© Inloso LLC

Module One: Getting Started

Everyone who works in sales will run into sales objec9ons. From retail employees on the sales floor to sales execu9ves, people at every level of the business need to learn how to overcome sales objec9ons. With the right training, it is possible to turn objec9ons into opportuni9es.

The greater the obstacle, the more glory in overcoming it.

Moliere

© Inloso LLC From MicrosoF Word to Leadership Training visit www.inloso.com

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© Inloso LLC

Workshop Objectives

Define different objec9ons

Strategies to

overcome

Points of interest

Close the sale

© Inloso LLC From MicrosoF Word to Leadership Training visit

© Inloso LLC

Module Two: Three Main

Factors Customers typically introduce sales

objec9ons for three main reasons. They may be skep9cal of the product or service. It is also possible for customers and sales associates to have misunderstandings. Occasionally, however, customers may just be stalling.

The world only goes round by misunderstanding.

Charles Baudelaire

© Inloso LLC From MicrosoF Word to Leadership Training visit www.inloso.com

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© Inloso LLC

Words from the Wise

W. Clement

Stone

• Sales are con9ngent upon the artude of the salesman, not the artude of the prospect.

Zig Ziglar • Stop selling; start helping.

Nelson Boswell

• Here is a simple but powerful rule … always give people more than they expect to get.

© Inloso LLC

Thank YOU! Thank you for taking Inloso’s

Overcoming Sales Objections Seminar.

Additional Trainings can be found at www.inloso.com

j

[Name] Has mastered the course

Overcoming Sales Object ions

Awarded this _______ day of __________, 20___

CERTIFICATE OF COMPLETION

Instructor Name and Title

Jorge Mastrapa, PhD President Inloso LLC

Professional Training Center

inloso overcoming sales objections course sample · 2015-02-28 · ©inloso!llc!...

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