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The reaction to an objection depends on the level of qualification of the customer. That is to say, they will be of different intensities and will focus on different topics depending on the progress of the negotiation.
Beyond the concrete solution to be provided, it is important to open the conversation to avoid a categorical refusal. To do this, the salesperson must be both understanding and not get carried away.
These methods are classics taught on Akimbo Bootcamp to become a Business Developer.
It is essential to give customers time to Explain or even Se tricking. They may have trouble formulate which hampers their decision. Sales people have a duty of patience and kindness. He must reassure and Put the situation into perspective. The interlocutor is with and not against the consumer. He must put him in confidence and Encourage him unto Confide about how he feels, what he needs. It should be remembered that the aim is to Get him to join and not of Impose him. The salesperson is available and encourages exchange, but it is the customer who is the trigger.
The objection is a opportunity for dialogue and relaunch if the salesperson succeeds in reacting to it correctly.
The objection can be felt as An assault. The salesperson has the impression that they are poorly performing their loyalty and presentation work. Despite the difficulty, he must Keep the lead of the interview.
Any angry or vexing reaction could To upset The customer and alter the relationship that he is looking to build. There is nothing personal about an objection. The salesperson must keep your cool and continue to be as receptive and respectful as before. However, he knows that he will have to pay attention to certain elements that seem to Important to his client.
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What are the 4 methods for dealing with a commercial objection?
Use active listening to understand your prospect
Let the prospect Overcome your doubts, Its blockages and His desires is the best way to respond to an objection. Without even saying a word, active listening Returns an image Of acceptance and Of empathy. It is an effective way to create a climate of trust And of defuse tensions. For the commercial, it is also an opportunity to Understand the origin of the problem evoked. Being attentive to details will allow him to build later his sales pitch and His advice. It offers a solution that is more adapted to the situation. The customer will react positively to this taken into consideration.
- Soncas method
Initiated in the 70s, the SONCAS method Sales person seeks to identify Reasons for decision and reasons for buying individuals. For this, she presents 6 psychological levers to be determined at the customer's location. Acronym of Safety - Pride - Novelty - Comfort - Money - Sympathy, SONCAS identifies the elements that are Sensitive in the choices of individuals. The aim is to discover the important values of the customer, Determine your profile And him Suggest adapted offers.
- AIR method
The AIR method is an acronym for Accept - Ask - Answer. The salesman will welcome the objection with hindsight. He does not seek to deny or to respond directly. He Take the time to show the customer that he heard his remark and that he respects it. Once integrated, it will seek to Determine the origin of this situation. He will transform the objection and question it. At the end of the exchange, the salesperson is finally able to deal with the problem and to provide elements of solution.
- CRAC method
The CRAC method (Digging - Reformulating - Arguing - Controlling) is used to respond to customer objections about the product or the company. For the first two phases, the objective is to take the time to Understand the origin of the problem. The challenge is to put the customer back in trust And of maintain a commercial relationship. At this point, the sales process is paused. Once the dialogue is established and interest is restored, the commercial comes present an adapted and personalized proposal to the customer. To be sure that the relationship is moving in the right direction, he Make sure also that the latter is suitable. The aim is not to run into another problem like this later on, the terms should be clear and satisfactory for both parties.
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What are the types of objections?
Objection 1 - Rejection
By Lack of time or lack of added value, a customer may be required to Reject the offer. The salesperson will be responsible for discovering the source of the problem and exploiting it. In this type of situation, the closed position of customer potential can make it difficult.
Objection 2 - Exposure to competition
The customer can answer that he is already engaged with another company On a similar offer. Change and the unknown make fear, they don't have Not in the mood to look elsewhere. The salesperson will have to present the benefits that the product or service could bring to them. He must know his offer and his company well and bring his point without making it feel like a radical argumentation Or a devaluation of the competitor.
Objection 3 - The time, the timing of intervention
Prospects are often busy and often refer sales representatives to Contact me again later. The challenge for the salesperson is to show them swiftly that decision-making now will bring long term benefits. You need the reassure On the winnings of such an investment and of facilitated of purchase or application of the offer. Depending on the reason for delaying the sale, he must find counterarguments that can serve what seems to be valuable to the user, The weather.
Objection 4 - The question of price and budget
Money is often a Obstacle to buying. The salesperson can try to understand the Relationship to money of the customer but trying not to be too intrusive. To answer this objection, he can reassure by offering to contact him again later. This allows time for both parties to manage their budget and to talk about potentials terms of the contract. The sale will be established later and leaves time to manage this problem.
Objection 5 - Doubt
Questions about the product or service prove that the customer is interested. This type of objection requires the salesperson to strong knowledge And a responsiveness. It is necessary reassure the consumer. For example, he can make him a demonstration Or show him case studies or Data.
Objection 6 - Information seeking
At the time of contact, the prospect is still in The intelligence phase. He can then ask to give him some times. He can feel pressurized to go on sale. The salesman here must show up understanding and enjoy the exchange for him Offer your help.
Objection 7 - The hierarchy
Customers don't make decisions Alone. Whether colleagues or third parties, the choice is not always unique to a person. The process of information flow can last a long time. The salesperson can try to determine The reasons for the objection and search The identity of the decision-maker to discuss it with him.
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