Objection Handling
Learning Objectives (KEY TAKEAWAYS)
Describe the reasons we often don’t handle objections.
Describe the 7 steps to handling objections.
Overview
Objections are something we come up against daily in sales. Understanding our emotions around objections, our customers emotions around objecting and the objection itself are crucial to handling and moving past them. This training was developed to help support you in handling objections.
What is an Objection
Objection (n):
the action of challenging or disagreeing with something.
an expression or feeling of disapproval or opposition; a reason for disagreeing.
Blockers
What are some of the things we do to prevent us from managing objections?
We ask “WHY”?
We settle into our emotions.
We are in a reactive.
We avoid the objection.
Your Mindset & Emotions around Objections.
Mindset: An Objection verbalized is an opportunity, a gift.
Why? Objections come from several different places:
Prospects Emotions
Lack of Information
Lack of Urgency
The Nesting Doll
The gift is the opportunity to clear things up and agree on a path forward OR decide we can’t and get it out of your pipeline.
7 steps to successfully overcoming an objection.
1. Clarify with questions
Mirroring: Repeat buyers few words with upward tone.
→ Pause -- Let buyer talk. (Chris Voss)
2. Validate their concern
3. Address the right objection
If we figured out a way to address this objection, what other obstacles would we need to work through?
4. Ask permission to address the objection
Are you open to a couple ideas?
5. Address the objection
What kind of objection are we dealing with?
6. Confirm that objection is resolved.
What part of your concern do you feel is still left unaddressed?
7. Attempt to surface other objections.
a) What other reservations do you have right now?
Questions to answer
How can I use this?
Why must I use this?
When will I start using this?
Jim Kwik
Guided Practice
Pods & 1:1’s
Independent Practice
Review 2 of your calls. Make note of an objection, what you think went wrong, how you would handle it differently in the future.
