Effective handling of customer objections. The most versatile and simple algorithm for dealing with objections

That we are all about the sad, but about the sad. There are some good things about network marketing. For example, I like the methods of dealing with objections that are taught in direct sales training.

The same techniques can be successfully applied in traditional business negotiations or, for example, to work in social networks for solutions conflict situations with clients.

At the presentation of a company, a product, or even at the stage of an invitation to it, your interlocutors may have questions and objections. You have to learn how to work with them properly. To begin with, let's figure out what they really mean and where these very objections come from.

Main reasons for objections

• Material misfeed. Your presentation contains many understatements or controversial points. Perhaps you have incorrectly defined the priorities and desires of your audience. For example, you talk about business opportunities in front of potential consumers of your products, and not partners and businessmen.
• Your own doubts. Perhaps your uncertainty about the quality of the company and its products is manifested. That is why personal use of the goods and services that you have to sell or offer is always recommended. You will better imagine the features and consumer qualities of the product. This advice does not apply to fraudulent type companies with a nominal product, in which case you just need to learn how to lie brazenly, as personal use of the product can harm your health :-).
• Uncertainty of your clients in their abilities. In this case, it should be recalled that MLM is suitable for a wide range of people. It would be useful to tell a few success stories of people from the people.
• Fears and stereotypes. In this situation, it is usually advised to tell in colors about positive properties network marketing(or some other product depending on your situation).
• Doesn't really fit the person.. It is clear that the same MLM is not a universal model for the distribution of goods that is suitable for everyone. Not every person can achieve significant success in the network business. The same can be said about ordinary goods and services.
• What about talking? Some people suffer from a lack of communication and like to argue once again because of this. It is also another reason to draw the attention of the audience to yourself, to increase your HRW (sense of self-importance).
• The intrigues of competitors. Professional agents and black PR people work. They can only be defeated through high-quality products and a competent information policy.

There may be various motives behind objections. And it's not always a firm no. If a person argues and asks, it means that he is already interested in your proposal, but you only need to eliminate his doubts or, conversely, give him additional confidence. Therefore, it is so important to learn how to correctly work with objections, this skill will allow you to attract new partners or make additional sales in seemingly hopeless cases.

10 Effective Methods for Dealing with Objections

1) Clarifying questions. Get your opponent to start reasoning and respond to their own comments and statements. Works well with standard excuses.

a) I do not want. What don't you want? Are you sure that you do not want to change your life for the better, open up new opportunities for your growth?

b) No money. What don't you have money for? Do you regret these worthless pieces of paper for your health or financial well-being? And how much should the services or products of such High Quality? Expensive, but people vote with their own wallet for quality.

in) Need to think. About what? How much time do you need for this? Let's figure it out together?

G) No time. What is there no time for? For yourself, for your loved ones? You need to show the value of time and the benefits of the proposed program or product. The washing machine frees up a lot of extra time.

e) Borrow money to get started? I would like us to start this business as equals, as partners. I would not like to put you in a dependent position.

2) Translation into humor. Try to joke and get away "on the sly" from a direct answer. You can try to condemn a person for stupidity and gullibility. Who is doing this? Who trusts the conclusions of these charlatans?

3) Pause. You maintain a pause, during which the person begins to look for the answer to his question on his own. It is possible that he himself will be able to realize its meaninglessness.

4) Repeat objection. You repeat only that the objection expressed by the person. This technique is based on the peculiarities of human psychology, in contrast to the perception of one's own words when they sound not from oneself, but from an outside interlocutor. At this moment, a person can independently understand the insignificance of his objections, questions and doubts.

5) Personal opinion. If the objection is based only on someone else's experience, then it is worth asking your opponent's own opinion on this issue. What do you yourself think? What are your personal thoughts on this?

6) Praise. Which good question! These are the people we are looking for, this program is especially for you. A very professional question! Here you will find partners and colleagues worthy of your level.

7) Alternative questions. Offers with an imaginary choice. A kind of "choice without choice." Do you want tea or coffee? Are we meeting tonight at 6 or 7 pm?

8) The high chair effect or the imaginary refusal of the client. Why do you need it? Some kind of financial freedom, money, own house, car. I don’t play games here, it’s not interesting, it means it’s not interesting.

9) Delay in response. I do not know the answer, but I will find out later from the management and I will definitely let you know. Let's exchange contacts now? Or better yet, come to the presentation of the company, there will be a person who is more competent in this issue, than me.

10) Working ahead of the curve. You prudently address a number of standard objections and questions in your presentation. Give ready-made answers that are beneficial to you, without waiting until you are asked the relevant questions.

Of course, there is another option. Generally do not fight objections and only work with people who don't have them. But this is not our method, we are not looking for easy ways :-). Nevertheless, there are cases when, in order to save time and effort, it is easier to avoid a dispute and refuse to cooperate with a person. Especially if this is an ordinary troll, for whom the very process of communication is important, your attention, and not a specific business or product.

It is also important to be clear about who you are talking to. this moment. A person may be familiar with objection handling techniques, then it will not be difficult for him to apply them against you. Therefore, such people should be treated differently. Suppose you invite a person over the phone to a meeting in a cafe to present a new company and its business opportunities.

Dealing with objections over the phone

In the technique of telephone combat ( TTB) there is a reception " that's why". You call, say hello, introduce yourself. Briefly talk about the topic of your conversation and invite your interlocutor to a personal meeting or presentation. He usually tries to find out the details in advance. People are inherently lazy and don't want to take active steps, so it's best to find out brief information on the phone and immediately refuse. But you and I are grated rolls :-), you can’t get rid of us so easily.

- And what kind of business, what kind of business?
- This is a high-tech product marketing organization. Purchases large and small wholesale. Favorable retail distribution.
- Well, and if in a nutshell?

Newbie answer:

- you smart man! About such things, you know, business people do not talk on the phone! That is why I invite you to the cafe. When will it be convenient for you tomorrow at 17 or 19?

Answer to an experienced interlocutor:

- But you business man and you know very well that it is not customary for us to discuss serious issues over the phone. So let's meet today in a cafe on Lenin Street. When would be more convenient for you at 18 or 20 hours?

Similarly, you can work out a frequent excuse: “ I don't have time or I don't have time«.

- Hello. I, Sergey, represent the company "Merry Things!" We provide excellent training for middle and senior management big companies. Our unique program allows…

CLIENT OBJECTIONS AND RESPONSES TO THEM

Your customers like to object… You can understand them. The market is saturated, there are a lot of offers ... Money, as always, is not enough ...

This stage of the sales process is deliberately depicted in the "vertical" diagram.

This emphasizes that, in fact, objections can come from the client at any stage of the negotiation. And at any time, an experienced salesperson is ready to respond to objections. For many inexperienced salespeople, customer objections represent a major roadblock to closing the deal. For a seasoned salesperson, objections and responses are the most interesting part of the sales process. The objections of the client indicate his interest!

Typical objections

Many years of experience as a trainer suggests that most objections are related to price or a specific product. About them - a little lower. Here we consider several objections that are specific to sales of a wide variety of goods and services. You are also given the choice of answers. Every experienced salesperson understands that there is no “magic” trick to overcome any objection. However, perseverance combined with the enthusiasm of the seller is a sure recipe for success!

Objection: "I don't have time for these conversations!"

Answer(s) :- I understand… You are a busy person… If I call back later, would you mind?

"I'll take some of your time...

Objection: "Where's the guarantee...?"

Answer: - Our company has been on the market for 5 years…

Our clients are reputable companies. For example…

– Our Warranty Repair Center is located at…

Objection: "We already have a supplier"

Answer: - Of course, this is not surprising ... Such a reputable company should have regular suppliers ... But maybe he has slightly different delivery conditions ...

Let's try to compare...

Objection: “This refrigerator (cupboard, sofa…) is too big for our family…”

Answer: - Where are you going to put it?

Objection: "Need to think…"

Answer: - Of course... We are talking about a serious deal... However, please note that if tomorrow we deliver goods to you, then tomorrow you will be able to receive the corresponding profit...

Objection: “Your product does not sell well (in the store)”

Answer: - Let's take a look at the display of goods on the trading floor together

As the seller gains experience, the list of typical objections and answers expands. It is clear that the above answers are not the only possible ones. Experienced sellers will always be able to “strengthen” this list with their own versions of answers.

How to respond to objections

The experience of many "generations" of sellers suggests the following "creative" scheme:

1. Hear objection

2. Express gratitude or empathy

3. Ask questions open type. Ask the client to elaborate on their objection

4. Summarize the information received

5. Answer the objection

6. Make sure your answer is accepted and understood

- Give the client a chance to speak. Don't interrupt...

Don't tell the client they're wrong. Even if you are sure that his opinion is wrong, keep silent or say, for example: “Original point of view”, “There are people who would agree with you”.

– If the client raises several objections in a row, take notes (to answer), separating the objections you agree with from those you disagree with. Start answering with the words: "I agree with you ..."

- Don't rush to talk about the price.

- Avoid discussions.

- Know in advance about options customer objections. Be prepared to answer them the best way, taking into account the motives for the purchase and the needs of the client.

Don't linger on the "difficult" objection. It hits right on target. Therefore, your careless answer: "I agree" can make the whole subsequent conversation meaningless. Say, for example: "This is an important remark ... I will answer it for you ... a little later." What follows are a few strong arguments and your prepared response.

excuses

Very often, the objections of the buyer are not even objections at all, but simply excuses. They are just contrived reasons for not buying. It’s rare that you hear from a buyer: “Yes, there is no reason - I just don’t want to buy it.” Most often, objections are given that are classic excuses.

In order to “pull out” the real reason for the refusal from the buyer, the seller must monitor the reaction of the interlocutor during the presentation of the product, at the argumentation stage. If the buyer is not interested in the price or features of the product, it is wise to stop and try some other way.

Price objections

The issue of price is very typical in the process of negotiating a sale in Ukraine. Typical price objections and suggested responses are as follows.

Objection: "It is expensive…"

Answer: - Quality products don't come cheap...

- Sometimes they say: "The miser pays twice" ...

- Pay attention to unique properties our products

- And what price do you think is fair?

Objection: “It costs less at Lotos”

Answer: - Are you sure it's the same product? What are the characteristics of their model?

Objection: “I can buy much cheaper at the market”

Answer: - Buying at the bazaar comes with a certain amount of risk...

– You still need to get to the market, and you and I can make a decision “here and now”

How else can you respond to price objections?

– Compare the price with the client's price. The resulting difference can be "reduced to nothing" if you divide it by the period of use of the goods and evaluate the "expenses for one day."

– If they ask you to lower the price, make a “counter offer”. It must be prepared in advance. For example: "If you buy two sets, a 5% discount is possible", "If we sign a contract for a year, the discount can be very significant."

– Benefits are more important than price. You talk again about those key advantages that accompany a purchase or about the losses that a client can incur if he does not buy. (“Yes…Worth considering…But note that there are only two sets left in stock…Maybe it’s safer to make a decision today?”)

Product objections

Consider specific example - wholesale trade medicines. A conversation between a manager of a wholesale company and the head (manager) of a pharmacy.

Objection: “We already have enough antihistamines”

Answer: - It's good when the client has the opportunity to choose

- We offer products of a domestic manufacturer. She is always in demand...

Objection: “There are only pensioners in our microdistrict. What do they buy - you know "

Answer: - It's good that there are many pensioners. After all, pensions have recently been raised.

On the good medicine they will spare no money.

Objection: “This one… is a bad buy”

Answer: - I noticed that it is displayed in an inconspicuous place.

If you'll excuse me, I'll ask the "first-timer" to rearrange it closer to the checkout.

Objection: “You have a small assortment of drugs. It is more convenient for us to work with a large supplier”

Answer: - A large assortment is important. However, pay attention - we have drugs that others do not have.

Another example. Sale passenger car Volga.

Objection: "Well ... what quality Russian cars have - everyone knows!"

Answer: - Many people think so ... However, in last years Russian manufacturers have very noticeably improved the quality of their products.

Objection: “The upholstery is too light. Any stain will be immediately noticeable!

Answer (option 1):- Yes, the upholstery is light ... But what a feeling of spaciousness and space!

Answer (option 2):- Let's see another salon.

One more example. Sale of advertising placement services in the magazine.

Objection: “Your circulation is large, but your readers are women. And our product is designed for men!”

Answer: - There are statistical materials that show that 80% of men's deodorants are bought by women - for their husbands and loved ones ...

Objection: “On the original layout - the colors are the same, but in the circulation - they will be completely different! We already have experience!”

Answer: - You can understand… Sometimes this happens… We recently purchased new equipment that provides exceptionally accurate color reproduction in printing.

Objection: “People read the news, not ads!”

Answer: - That's right... But subconsciously the reader notices ads on the page too... And in the store he will make the appropriate decision!

Another example. Sale of office furniture.

Objection: "It's expensive. And where is the guarantee of reliability?

Answer: - We give a 10-year guarantee for cabinet furniture and 5 years for upholstered furniture.

Objection: "Why can't you deliver the furniture tomorrow?"

Answer: - We work on individual orders. Everything will be made in the right color and size ... Therefore, it will take 7 days for production and 3 days for delivery.

6.2. Substantive objections Verification of the validity of the transaction. Nowadays, there are many deals being made every day. They are committed in legal, illegal ways, and there are cases when a legally concluded transaction can be recognized