Question | Answer |
fixed boundaries or limits | parameters |
characteristic | feature |
words the average customer can understand | layman's terms |
concerns, hesitations, doubts, reasons a customer has for not buying | objections |
reasons for not buying; sometimes hard to distinguish between objections & excuses | excuses |
discuss the pros and cons of an issue | debate |
lists common objections and possible responses | objection analysis sheet |
need, product, source, price, time | common objections |
listen carefully; acknowledge the objections; restate the objections; answer the objections | 4 step process for handling objections |
restate something in a different way | paraphrase |
recommending a different product that would satisfy customer needs | substitution method |
brings the objection back to the customer as a selling point | boomerang method |
permits salesman to acknowledge objections as valid yet still off-set them with other features & benefits | superior-point method |
make up for; make amends for | compensate |
using a previous customer or neutral person to give a testimonial | third-party method |
a refusal to believe or accept | denial |
substitution; boomerang; superior-point; third-party | specialized methods of handling objections |