Slide 1

OBJECTION HANDLING

Turning a No into a Yes!

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Most people cant handle objections because they:

Lack empathy with the clientMisunderstand the real reason for the objectionAnswer the wrong objectionDont know how to answer the objectionCant gain commitment to move on

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So whats the solution?

Use the ERRICAobjection handling process

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E is for Empathise

Demonstrate to the customer that you understand their concern dont argue with them!

e.g.I appreciate your comments.I can understand your concerns.

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R is for Refine

Make sure you are answering the right objection!Ask questions to refine their answer to a specific objection

e.g.What do you mean by that? In what way is that a concern?

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R is for Reposition

Once you have identified the objection, you need to restate it in a more positive way i.e. into something you can answer!

e.g. If they said I dont have enough money, you could reposition by saying: So really what you are saying is How can you afford it? Is that right?

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I is for Isolate

Ever played objection ping pong? This is where the client serves you objection after objection.

To prevent this simply state:

Is this the only thing that is concerning you

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C is for Commit

You now need to gain commitment from the client BEFORE answering the objection:

e.g.So if I can address your concerns are you happy for us to go ahead with the next steps?

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A is for Answer

The last part of the process is you need to answer the objection!

ERRICA wont help if you dont have an answer.

But if you do, this process will ensure you turn NO into YES!

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Looking for more tips...

ERRICA forms part of the award-winning sales training programme, The Single Sales Principle.

For more details and to view our complete range of training programmes visit:www.lammore.com

Or call:0800 043 6599

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