N5 Sales Management Module 11

SALES MANAGEMENT N5 LECTURER: TF MOLIFE INTENSIFYING LEARNING DURING LOCKDOWN!!!!! Downloaded from hlayiso.com

HANDLING OBJECTION MODULE 11 Downloaded from hlayiso.com

LEARNING OUTCOMES At the end of this module you should know the following:  Distinguish between two types of objections the prospect may have.  List examples of each type of objection.  Discuss different techniques to overcome objections. Downloaded from hlayiso.com

HANDLING OBJECTIONS DURING THE SALES PRESENTATION DEF: Objections are any dislike, disapproval and rejection that prospects display or voice-out during presentation session. Objections can mean the following to the salesperson  Indicates the prospect’s reaction.  Excuses to get rid of the salesperson.  Sign of interest.  Lack of knowledge.  company/product insight.  Excuses not to buy. Downloaded from hlayiso.com

TYPES OF OBJECTIONS PHYSICAL OBJECTION PSYCHOLOGICAL OBJECTION Money and price objection Prejudice When the prospect feel that he does not When the prospect have pre-conceived have money to pay, whereas price means he ideas/ superstitions is not willing to pay at a given price. Inconveniences Ignorance Prospects look of conveniences & comfort, When a prospect is misinformed, the the salesperson must make it easier for salesperson must thoroughly explain the purchase. (EFT/ CREDIT) benefits. No need Fear If the prospect already have the product, the Prospect become fearful where lot of salesperson contacts of friends or family. money is involve. Downloaded from hlayiso.com

OBJECTIVES OF SALES PRESENTATION PHYSICAL OBJECTION PSYCHOLOGICAL OBJECTION Wrong timing Indecisiveness If the prospect is presently unavailable, When the prospect cannot make-up his mind, arrange for convenient time. the sales person should assist without being persuasive Self – satisfaction If the prospect is satisfied with what he has, It may be caused by resistance to change. E.g Smartphone. The salesperson must show and allow the prospect to experiment the product in order to get understand what he is missing. Downloaded from hlayiso.com

TECHNIQUES TO OVERCOME OBJECTIONS TECHNIQUE DESCRIPTION Ask more specific questions Ask what & why question to gain information. Convert objections into The salesperson may use advantages of the product to overcome for advantages instance cheaper price from competing products. Provide proof The salesperson must backup facts with proofs. Agree & Qualify The salesperson use (the Yes, But technique) to overcome objections. Provide more information Objections often emanates from lack of information, the salesperson therefore must provide more information. Downloaded from hlayiso.com

TECHNIQUES TO PROVE CLAIMS TECHNIQUE DESCRIPTION Overcome with agreement When the salesperson does have answer, just agree to the objection. Agreeing only means you understand prospect point of view, not that he is right. Compare products/ services The salesperson must compare products most emphasizing on the his product’s advantages. Show the prospect what The salesperson my point out that the 40% off promotion ends today. delay could cost Relate to prospect’s buying The salesperson should show how the prospect’s motives will be motives met. Limit objections The salesperson should provide with adequate information to keep objections minimal. Downloaded from hlayiso.com

Thank you!!! NB: ANOUNCEMENT Kindly complete ACTIVITY 4 (Page 95) on your own. Remember: Take courage, everything will workout for your own good! Downloaded from hlayiso.com