Objection handling typically refers to addressing and managing objections that customers or clients might raise during a sales or negotiation conversation. These objections are concerns, hesitations, or doubts individuals express when considering a purchase or commitment. Effective objection handling is crucial in sales and customer service to overcome these objections and move the conversation toward a positive outcome. In this article is learn about objection handling process.
Objection Handling Process | QNET |
Here’s a basic process for objection handling:
Listen Actively: Active listening entails paying close attention to a speaker, comprehending what they’re saying, responding to and reflecting on what’s being said, and storing the information for later use. This keeps both the listener and the speaker fully engaged in the discourse, and it is a necessary component of compassionate leadership. Allow the customer to express their objection fully. Listen carefully to understand their concerns without interrupting.
Empathise: Empathize means to comprehend another person’s feelings and experiences, particularly if you have been in a comparable circumstance. Show understanding and empathy for their concerns. This helps build rapport and demonstrates that you value their perspective.
Clarify: Clarify means to clear up any uncertainty and make everything obvious. If the objection isn’t clear, ask clarifying questions to get a better grasp of what exactly the customer’s concern is.
Acknowledge: Acknowledge is to notify someone that you have received what they sent you. It would be best to acknowledge their objection directly to show that you’re paying attention and taking their concerns seriously.
Validate: Validation implies establishing legitimacy by authoritative confirmation or verifiable proof. Let the customer know that their objection is valid and that they are not alone in having such concerns.
Provide Information: Present relevant information or data that addresses their objection. This could involve explaining how your product or service can address their needs or concerns.
Highlight Benefits: Emphasize your product or service’s benefits or positive aspects that directly counter the objection. Explain how these benefits outweigh the perceived drawbacks.
Offer Solutions: Suggest solutions or alternatives that can mitigate their concerns if applicable. This might involve offering a different product package, a trial period, a discount, or additional support.
Use Social Proof: Based on the concept of normative social impact, social proof is a phenomenon in which people follow and copy the acts of others to exhibit accepted or correct behaviour. Share success stories or testimonials from other customers who had similar objections but found value in your product or service.
Trial Closes: A selling strategy is used to determine the buyer’s preparedness to make a purchase decision. A trial close typically consists of questions asking for decisions on minor selling aspects; if the salesperson receives favourable responses to these questions, they can proceed with greater confidence to close the transaction. Throughout the conversation, use trial closes to check if the objection has been adequately addressed. For example, ask, “Does that address your concern?” or “Are you more comfortable with this now?”
Ask for Feedback: Feedback surveys are a method for gathering feedback from prospects and customers of your salespeople. They can assist you in measuring your sales reps’ clients’ satisfaction, loyalty, and expectations, as well as identifying the strengths and shortcomings of your sales reps’ service and relationship skills. Encourage the customer to share their thoughts on your provided information and whether it has eased their concerns.
Handle Additional Objections: Be prepared to address multiple objections. Sometimes, resolving one objection might lead to another, so be patient and thorough in your approach.
Respect Their Decision: If the customer remains unconvinced after all efforts, respect their decision. Pushing too hard can damage the relationship.
Follow-Up: If the customer needs time to think, offer to follow up later. This shows your commitment to their satisfaction and leaves the door open for further discussion.
Conclusion
Remember that objection handling is not about convincing or manipulating but about providing information and building trust. It’s important to maintain a positive and respectful attitude throughout the process.
