Anyone who has ever tried to actively sell has encountered buyer objections. High price, reluctance to change the existing supplier, lack of time to talk - this is not a complete list of such objections.

Types of objections

There are three general types of objections.

1. Hidden objections: when objections are voiced.

For example, “I don’t have a budget” seems more acceptable to the speaker than the real reason(e.g., “I have no authority”). If it seems to you that you are dealing with exactly this kind of denial, then you should answer it in the style of “What else is bothering you?”

2. Deferred objections: objections that may also have hidden objections and are aimed at avoiding an immediate decision.

For example, “I need my boss’s consent,” “I’d like to think about it.” If the person you are contacting as a salesperson refers to a third party (Manager, colleague, etc.), you can respond by:

• involving a contact person in the next stage of negotiations;
• a personal meeting with a third party (it is advisable that a contact person be present);
• defining the “zone of uncertainty” of the contact person.

The person who is asked to “think about the question” is likely not fully aware of the benefits of the proposal. Try to find out his “zone of uncertainty” by checking all possible options one by one.

3. Price objections : First of all, you must find out whether the price is unacceptable compared to the price of a competitor's product, or whether the price seems too high to the buyer.

When you encounter a price objection, use a phrase like, “Can you help me understand more about the price issue?” Remember the answers the client gave to your previous questions. For example: “You previously said that reliability was the main factor for you.” Then move on to defending the value of your offering.

At the same time, try to attract the buyer to your side, using phrases like this: “Do you agree that this is worth the extra 10 dollars?”

The reasoning when dealing with price negation may differ depending on what your interlocutor means when he says that your product is “Expensive.”

If your product is more expensive than a competitor's, make sure the customer compares products of equal value. Comparisons with competitors are best done with an emphasis on total cost purchases for the client (for example, purchase price + cost of time saved + connection cost + overhead costs, etc.).

This helps explain how your offering differs from your competitors' offerings and shows that the value difference is more than a price difference.

If the client does not have a budget, find out how much money he can allocate for a similar product and what payment terms would be acceptable to him. If the price denial is because the customer thinks your product is expensive on its own, try re-arguing the value your product can bring to the customer - it sounds like you haven't done a good enough job.

Listen carefully.

When dealing with objections, the main thing is to learn to listen carefully to your interlocutor. Moreover, you need to listen not only to the words of the objection, but also try to recognize the emotions that accompany them. Listen actively, show interest, ask clarifying questions. Don't be afraid to hear even more objections in response.

The truth is that if you don't ask these questions now, these new objections may arise at the wrong time - when you are sure that the deal is already close to completion. Only when you correctly understand the reason for the client’s denials can you try to level it out through counterarguments.

There is usually a lot of room for improvisation when dealing with objections, but this improvisation should be carefully prepared. Prepare a set of responses to the negatives you hear most often. Remember that even the simplest question you ask the buyer will provide you additional information. “Why, how, what, when, why not, what and how” - all these questions will help you understand the real motives behind your customers' denials.

Once you've compiled a list of these responses to the most common objections, practice talking to customers by asking your colleagues to act as buyers.

Gatekeeper: friend or foe?

Gatekeepers (“gatekeepers”) are people whom the person making the decision to purchase your product has entrusted to protect their peace from uninvited guests.

These are administrative assistants, personal secretaries, registration secretaries, etc. Gatekeepers can become like yours evil enemies, and neutral people - it all depends on whether you can convince them that you are important enough to allow you to talk to their boss.

The most important rule for communicating with gatekeepers: try to build relationships with them. Think about how you can be useful to them personally, and not just to their managers.

Rule two: prepare for the conversation. Find out in advance the name of the person you need. Ask the gatekeeper to advise you on the best time to call his boss and what approach to take during the call. The sales process doesn't always last long enough to build real relationships with gatekeepers, but when it does, the effort is always worth it.

It is worth noting that in modern world Gatekeepers are not always real people. Sometimes this is electronic means of communication such as voice mail or e-mail. So, here's what to do if the person you need is not there and you are asked to leave a voice message:

1. The beginning of your message should talk about your interlocutor and the benefit that he will receive if he talks to you.
2. Please ensure that you provide accurate details about yourself and how to contact you. Some of this is worth saying at the beginning of the message, and then repeating with greater detail at the end.
3. Invite your interlocutor to do a simple action (For example, call you).
4. Be brief.

But what to do if the gatekeeper is email:

1. Start your message clearly and clearly.
2. Try to provide an incentive to respond. For example, suggest a time to talk.
3. You can note that you will call later and ask the recipient to confirm a convenient time for this.

Hello! In this article we will talk about techniques for dealing with client objections.

Today you will learn:

• How to deal with objections correctly;
• What methods of dealing with objections exist;
• What types of objections are there?
• How to respond to each type of client objection.

Why do you need to handle customer objections?

Anyone who has worked or is working in sales knows this stage of the sales process as an objection.

Objection – a doubt or question from the consumer, to which the seller must give a reasoned answer. Otherwise, the consumer will not buy the product and will go to competitors.

Example:

— Your product doesn’t suit us.

— Have you encountered the “N” problem? Our product is designed in such a way that such a problem will never occur.

8. Looking to the future. If you come across a silent client, then this method is for you. It consists in formulating questions about the future.

Example:

— What product would you be completely satisfied with?

— What product would you buy?

This method is aimed not so much at working with objections, but at identifying the client’s needs for further persuasion.

9. “It’s customary”. Refer to accepted social norms. Such arguments begin with the phrases: “For a company of your level…”, “For a girl with such beautiful figure These jeans are perfect.”

10. “It’s been worse”. Suitable for those objections that are related to the complexity of making a purchase. For example, a client says that he needs a sofa custom size. In this case, the manager may respond: “We recently filled an order for a four-tier bed. It will be easy for us to fulfill your order.”

11. “What would convince you to buy our product?”. This method can be used when everything else has flown out of your head. Answer any objection from the client with the question: “What could convince you to purchase our product, even with the “disadvantage mentioned by the client?”

Objections in telesales

It is especially difficult to deal with consumer doubts when... You do not see the interlocutor’s reaction to certain arguments and your conversation can be interrupted at any moment.

In telephone sales, dealing with contradictions occurs only once, after the presentation of the product. In this case, your answer should begin with the phrase: “Our product will allow you...”, Our product will solve your problem.”

All other work should proceed according to the standard scheme. You just have to pay attention to how you speak. After all, the impression of you as a seller will be built on the basis of your voice. He must be calm and confident.

If a pause occurs, experts recommend resorting to the technique of rhetorical questions that will defuse the situation.

Example:“Isn’t it convenient when the goods are delivered directly to your home?”

Also in telesales, managers often deal with negative customer reactions. Try to interest such an interlocutor, but if he still does not want to continue the conversation, simply thank him for his time and say goodbye. This will help maintain a positive impression of you and your company.

There are several rules that allow you to carry out the stage of responding to objections most effectively:

• Research the product you are selling. You must know everything about him;
• Be sure that your product is really good, you should not deceive the client, talk about facts that you have no doubt about;
• Be friendly and welcoming, even if the buyer is being insensitive.
• Listen carefully, use the client’s words for argumentation, never interrupt your interlocutor;
• Don’t be afraid of objections, they are a signal that the client is interested in your proposal;
• Speak confidently, don't worry;
• Do not hesitate to ask questions if you do not understand the reasons for the objections;
• Agree with the client, show interest in his problem;
• First, name the benefits that the product will bring to the client, and only then its price;
• Prepare a list of the benefits of your product in advance;
• Compose. A script is an approximate structure of a conversation between a manager and a buyer. It allows you to direct the seller’s actions in the right direction.

Sales objection script

The stage of answering objections occurs immediately after the presentation of the product.

Stages of the script for working with objections:

1. Clarifying the situation. At this phase, the manager should ask the question: “Are you interested in this offer?”, “Would you like to receive more detailed information?”
2. Listening to the buyer. We have already talked about this, so we will not dwell here for long. Here the manager must show that he understands the interlocutor’s indignations and shares them. This can be done using the phrases: “I agree with you,” “I also encountered such a problem,” “This sometimes happens.”
3. Using all the methods of dealing with objections that we talked about above. Pick a few techniques and apply them.
4. Answers to client questions. Work it out possible questions for each of the objections. This will allow you to respond quickly and confidently.
5. Closing the deal and saying goodbye to the client. Even if the conversation did not go well for you, thank the failed customer for his time.

As we know, negative customer reviews about a brand can lead to reduced sales. However, this can be avoided if you deal with negativity from clients correctly.
Research shows that consumers trust reviews more when they see both positive and negative opinions.
Paradoxically, according to a survey by Econsultancy.com, users who read negative reviews are 67% more likely than others to become actual buyers.

“ Dealing with negative customer complaints helps strengthen your business and maintain your brand. When you respond to a negative review and reassure the customer, you are in front of hundreds of other consumers who want to know how you feel about your customers and your business. Buyers understand that companies go wrong, so when they see a brand try to fix a mistake, it builds trust. ”

Phil Penton, President of Reputation Management Firm Social Integration

But it’s not enough to simply respond to an appeal. dissatisfied client. You need to respond to him in a way that makes him want to give your business “another chance,” thereby showing other potential buyers that your company has first-class customer service.

“ The right strategy for dealing with negative messages opens up huge opportunities for development for a brand. ”

So let's call Basic rules for dealing with negativity from clients:

1. Don’t take negativity as a personal insult.

When a client acts out of control or is rude, don't take it personally. Remember that negativity from a client is associated only with dissatisfaction with the company's work.

2. Respond quickly to requests/complaints/negative feedback

In the age of smartphones and constant connectivity, customers are accustomed to instant gratification in many areas of life, including when interacting with brands. Therefore, by responding to a negative review as early as possible, you will show that you care about the individual, and therefore about all of your customers.

3. Let the client speak out (in a personal conversation) and accept his point of view

Listen carefully and try to accept your client's point of view. If you communicate with an indignant client in person or by phone, do not interrupt him. Perhaps he behaves this way because he feels deceived or has a previous negative experience with service.

4. Apologize and show empathy.

“ By admitting your guilt, even if it is not, you get a chance to retain the client ”

Jan Wells Jensen, Director of Marketing at Trustpilot

In reality, the client may be wrong, but there is no need to tell him about it. When responding to a negative comment, you must show that you understand, sympathize, and are friendly with the customer.

5. be polite

Respond to negative customer requests kindly.

Make the client feel that you are sincerely interested in solving their problem. It is important to remain polite and competent no matter what kind of client you are facing.

6. speak calmly

When communicating with a client, make sure that the tone of your voice is even and calm. Focus and remember that negativity from a client is just a work issue that you can handle.

7. Control your emotions

Sometimes it's hard to control yourself, especially when the client is rude. If you feel like you're losing your temper, politely ask the client to wait while you look into the matter and put the call on hold or say you'll get back to the client as soon as possible. Return to the conversation when you are ready.

8. Avoid stereotypes

Try not to deal with customer negativity in the same way, that is, do not use the same ready-made phrases, because this can alienate the client and depersonalize the brand.

9. Solve the customer's problem

Recognize the customer's problem and solve it.

10. Ask how the company can improve its service

Ask the client what the company can do to improve service. By doing this, you will demonstrate your customer focus and be able to use user experience to develop your business.

“ Brands must listen to customers and learn from negative feedback: customer complaints contain valuable information that can help improve your overall customer experience and increase consumer trust in your brand ”

Wells Jensen

A customer with a negative experience can be offered a gift voucher or a replacement product. Ask the customer to update or leave a new comment if they are satisfied with their second purchase experience. At the same time, it is undesirable for free products or services to become a standard and regular solution to negativity from customers, because some users will deliberately leave negative reviews for selfish purposes.

11. Encourage customers to leave reviews

Dealing calmly with criticism is certainly not easy, especially if it comes from people who are critical to the success of your business. But negative experience is also a useful experience. Encourage customers to leave reviews so you can consider their experience in doing business.

“ Empowering customers to comment on your company's work and get answers to their questions allows customers to feel valued ”

Wells Jensen

12. Create a community

On the one hand, it takes time to read and skillfully respond to every negative comment, but on the other hand, being mindful of how to deal with negativity from customers will improve your customer retention rates in the long run.

To optimize your work with negativity from clients, and with their requests in general, you can use special tools, for example, a community on a website with a connection to social networks. In this case, you will be able to quickly respond to customer messages on different channels (on the website, in Twitter, Facebook, VKontakte, in the community) through common system management. In addition, the customer community allows loyal customers to advocate for the company's interests and engage in dialogue with other users.
For example, the largest Russian company Coffee House implemented a client community on the Copiny platform, which was connected to various social media platforms and the company website. As a result, over the six months of the community’s existence, the percentage of negative mentions of the brand on the Internet has decreased several times.

Dealing with objections covers identifying the subject's position regarding your proposal and overcoming disagreement if it arises. This is the core task and the most important goal of the dispute management process. Techniques for managing disagreements involve translating negative statements, negative judgments into a positive direction, and feelings into an active approach.

Handling objections reveals two sides of sales. The first side means that the potential consumer is interested in the proposed product, service or offer. The second demonstrates that the presence of many questions and disagreements is a consequence of poor preparation of the sales agent. Objections are the result of errors in calculations, erroneous judgments at the stage of uncovering needs and presentation.

Dealing with client objections

There are 5 main steps in dealing with objections: listening, accepting, checking, specifying, and arguing.

First of all, the client should be listened to carefully. During his monologue, try not to interrupt, as a salesman who interrupts a client will only cause antipathy and rejection.

The next step is to accept the objection. You need to understand that acceptance does not mean agreement. After all, objectively, the situation described by the client can happen. For acceptance, there are several general statements, for example, “this issue is really important,” “we can discuss this in more detail,” “it is very important for me to understand your position, why you have it,” etc.

The third step is to understand whether the client's objection really is an excuse or a disagreement. Maybe this is not a disagreement at all, but only a desire to get rid of an intrusive salesman. Two methods have been developed to find out this. First, ask the consumer a question that will allow you to determine whether his objection is the only reason why he does not want to purchase the product or not. The second is sincerity. We can say that other consumers also said this, but they refused to purchase the product for a completely different reason. Maybe the client refuses due to a different motivation.

The fourth stage contains clarification and specification. At this stage, questions of a clarifying or leading nature should be asked. If this stage is implemented correctly, then the work with objections will be overcome. Try asking the consumer a few clarifying questions that will help clarify the essence of the objection. By clarifying, you understand the essence of the consumer's considerations, which leads to better orientation to his needs. Due to competent implementation this stage, a false objection can reveal a true one. Another positive benefit of this stage may be a change in the consumer’s attitude towards you. If you show him your professionalism, the client will take you more seriously, which will make him more interested in the product you offer.

The fifth stage is the final one. It involves bringing the necessary counterarguments on your part. Any arguments must have positive character, and the facts you present must be verified and reliable.

In addition to the basic steps, there are also typical mistakes when working with objections. And the first such mistake is entering into a dispute with the client. If you want to become a successful sales manager, you must remember one immutable axiom: arguing with a client is a futile exercise. By arguing you will only achieve opposite results. It will force the potential client into a tougher position, from which it will be quite difficult for you to move him.

Leaving the situation is also a common mistake sellers make. Managers often think that since arguing with a potential consumer is useless, it is better to wait until he makes a decision on his own, and until then not to interfere. Therefore, noticing hesitation and doubt in the client’s intonations, they immediately stop any activity. The client perceives such silence as the inability to add anything more positive about the product. As a result, his doubts only intensify, and the client strives to leave as quickly as possible in order to isolate himself from the unpleasant sensation that has arisen.

Justification is another one typical mistake non-professional managers. Justification is for people who are not particularly confident in their professional qualities or in the products offered. Justifying notes and indecisiveness of sellers significantly reduce the quality and value of the product in the eyes of the client. He begins to think that all is not well with the product.

Lack of analysis of one’s behavior after the end of the situation is also a mistake of unsuccessful managers. Many trainings, techniques and rules have been developed to deal with disagreements in sales.

Working with objections, training using the SPIN method is the most effective in sales today. Along with this, it is considered quite difficult to master, but it has the greatest power of persuasion compared to other techniques. This training was developed by N. Rekham in the second half of the 20th century. It is based on the existence of a qualitative difference in technological processes sales of cheap goods and products, the purchase of which requires more time and responsibility for a potential consumer to make a positive decision.

Working with objections, training using the Rackham method. Its main idea is the sales manager’s ability to work with 4 types of questions:

• situational questions in sales that help establish contact with a potential client, make it possible to determine individual characteristics business of each consumer;

• problematic issues in sales that allow you to focus the consumer’s attention on aspects that cause the development of his business;

• issues of an extractive nature in sales, which indicate potential solutions and expected benefits from purchasing products;

• questions of a guiding nature in sales, which form in the minds of the consumer the value of possible benefits and stimulate independent acceptance of a positive result.

Handling objections in sales

Even if you have tried and established good psychological contact with the consumer, learned everything about his needs, the client may still have objections that need to be worked on.

Why does the consumer object? Maybe he is in a bad mood or he just wants to bargain, maybe he is not satisfied with the product being offered? There are many reasons, and in order to defeat or overcome them, you need to work with the sales representative’s objections. The client and the manager always have different sides of objections. Therefore, you should not impose your point of view on the client’s position. You should also not rush or respond to disagreements mechanically, otherwise the client will feel pressured and simply leave.

Dealing with objections in sales should be done with smiles, positive emotions, jokes, compliments, using minor asides.

There are seven rules for dealing with sales representative objections.

♦ The first rule involves perceiving yourself and the consumer as partners, not adversaries. Each sales representative understands at the subconscious level that the consumer should be treated as an accomplice in the trading process, communicate with him as equals and move towards the implementation of common interests. However, often, when it comes to practice, a completely opposite situation occurs, in which the seller perceives the buyer as almost a personal enemy. Managers offer products, the client resists, as a result of which sales representatives enter into an unequal struggle in which the client always wins. In such a situation, the seller will perceive any objections from the client as military actions, and for the purpose of defense he will strike back, which is the fight against objections. Such tactics will never bring desired result. Therefore, you need to treat consumer objections with joy and gratitude. It’s very good when a client openly shares his uncertainty and doubts with a sales representative.

♦ The second rule is to have a good emotional contact with a potential buyer. The importance of emotional contact in trading is difficult to overestimate. It is a kind of foundation on which cooperation with the client should be built. Therefore, than more reliable foundation, the more fruitful the cooperation will be. Establishing emotional contact is necessary so that the potential consumer begins to trust you, as a result of which objections may not arise. If objections arise, then the presence of deep emotional contact allows you to make your arguments more convincing and weighty in the eyes of the client.

♦ The third rule suggests that the sales representative must collect as much data as possible about the needs of the potential buyer. Attentive attention to the needs of consumers will allow you to offer a product exactly as this consumer needs. The more accurately your product presentation meets the potential client’s expectations, the fewer objections he will have.

♦ The fourth rule is to necessarily clarify the meaning of the objection. Often sales representatives, upon hearing an objection, immediately begin to respond to it. As a result, the response turns out to be inadequate for a specific objection, and the relationship with the buyer can only become more complicated. A competent manager, having heard an objection, will not hesitate to ask the client why he thinks so.

♦ The fifth rule is to look for the “pitfall”. It is necessary to distinguish between excuses (“pitfalls”), behind which the true motives are hidden, and real objections. Therefore, in order not to miss hidden information, you need to ask leading questions. For example, “is this the only reason that is stopping you from making a decision, or is there something else.”

♦ Remember that it is forbidden to enter into a dispute with the buyer, and therefore you should develop the idea expressed by him in the direction you need. As soon as the sales representative begins to dispute the statement made by the client, he becomes convinced of the correctness of his position, from which it will be difficult to move him in the future. This is precisely why you should always agree with a certain semantic part of an objection, and then develop your thought from it in the direction you need.

♦ Try to be persuasive. It is the belief that is main task seventh rule. To do this, you should use common elements of persuasion, such as: “according to statistics...”, “according to marketing research...", etc. And also use all kinds of metaphors, quotes, sayings and proverbs in your speech. A well-chosen metaphor can help the consumer agree with your argument and reduce the risk of counterarguments to almost zero.

Proverbs and sayings are a special tool for processing objections. After all, potential consumers have no reason to trust your personal judgments and conclusions. However, after reciting folk wisdom, it will become completely impossible to argue with you. Since now your position is based on the centuries-old wisdom of various nationalities. The information conveyed by a proverb can only be refuted by reciting another proverb.

Kindness and a smile given to clients, a desire to delve deeper into their problems, needs and an attitude of partnership during negotiations are considered the best tools so that the consumer chooses you and the company you represent from a whole variety of similar offers.

Algorithm for handling objections

Sales techniques and working with objections are needed in order to know and understand the algorithm for working with a client when he has objections. The objection management algorithm contains four steps. The first step is to allow the individual to speak. The second step is psychological familiarization with objections. The third step is a specific answer or questions of a clarifying nature. The fourth is a call to action.

Providing an opportunity to speak leads to the person simply speaking out, thereby “blowing off steam” and calming down. As a result, it will be easier to work with him in the future. In addition, giving the opportunity to speak will allow you to hear all the values, needs and other information that you need. It is important to listen very carefully so as not to miss important information.

Psychological familiarization with objections allows the consumer to think the way he wants. With this behavior you show the client that his point of view has a right to exist. In addition, you show him that you understand him. That is, you put yourself in a position of cooperation in relation to the consumer, rather than confrontation. This can be achieved through a conciliatory statement.

Questions that clarify the focus and specific answers allow you to either clarify the essence of the objection or provide it with comprehensive information. A call to action aims to offer the consumer a win-win option. It is not necessary to use all of the above steps when selling.

This algorithm helps you choose the right and effective way to manage objections and work with potential clients. You should act based on the requirements specific situation. You can also use tools such as a pause or a compliment. Although they are quite rarely used.

The only step of the algorithm that must be used in any situation is psychological connection. If you would like to receive best result your work, then you should master the joining technique masterfully. It is not enough to know all the listed steps of the algorithm; you need to apply them in your work and then the result will be noticeable immediately.

Techniques for handling objections

Effective sales techniques and handling objections involve following certain simple tips. The first tip is to love objections and enjoy them. After all, by objecting, the consumer demonstrates his interest, which is manifested through disagreements that arise in the process of the product manager’s presentation of the company’s services. You need to understand that an objection is not a question requiring an answer. This is just a statement from a potential consumer, which can be quite general, and therefore the seller can offer what is convenient for him.

Tip two: in disagreements there is always additional data.

Tip three - expect consent, since the subconscious expectation of refusal increases its likelihood significantly.

Tip four - through customer objections, the sales representative learns what needs to be changed in his work. Consumer objections are a kind of feedback that signals you about changes that it’s time to make to your work.

Tip five: belief in luck and victory can never replace specific methods of dealing with objections. After all, what are objections? An objection is a reasoned rejection (denial) of a proposal or statement. Those. This is a statement that expresses disagreement (difference of opinion) about something or with someone, a refutation of someone’s position or judgment. With the help of objections, you can build an active conversation that has similar goals, and people are interested in acquiring information.

The most important thing when dealing with client objections is to understand that you are a professional with an edge. Objection management helps the sales representative move away from traditional sales approaches by finding innovative solutions.

For successful work in sales, you can use the most well-known methods of working with objections, such as the three “yes” method or the “UKOR” technique.

The three “yes” method has been known since the time of Socrates and has been successfully used for more than 2000 years. The essence of this technique is that if the seller wants to receive a positive result or answer, then the thesis should be placed in third place with the necessary information. Before making the desired statement, you need to ask the client two simple and short questions to which he can easily give a positive answer.

The UKOR method is based on the ability to listen to the consumer to the end. The letter “y” means clarification, i.e. identifying the hidden reason for the objection. The letter “k” means a compliment to the objection and demonstrates understanding of the client’s problem, compassion for the problem that worries the client. By complimenting a client's objection, you are demonstrating to the buyer that you are on his side. The letter “o” means working off, i.e. argumentation, and consists of responding to the consumer only after clarifying the objection and delivering a compliment. The letter "r" means result, i.e. obtaining confirmation from the consumer of his readiness to make a choice and make a purchase.

Handling objections over the phone

Cold calling and handling objections has a number of features that are very important to take into account. Telephone communication has certain advantages. It does not require travel, which saves time, money and labor resources. The transfer of information by telephone is much faster than, for example, by correspondence. In a phone call, you know for sure that the prospect received your information, when he received it, and how he responded to it. This distinguishes telephone calls from correspondence. In addition, when communicating via telephone, you can immediately ask specific questions or eliminate possible misunderstandings. The prospect perceives a telephone conversation as less binding than a face-to-face conversation, so he feels less pressure. This method distributing information, services and products of the company is even more convenient because business attire and appropriate attire are not required appearance. You can use so-called “cheat sheets” when conveying information to the client.

However, in addition to a number of advantages, telephone conversations also have their own negative aspects. The potential client may perceive the call as a nuisance, as it will be forced to take time away from work. Sales Representative unable to control the situation in cases where the interlocutor is distracted by any external circumstances, for example, by people entering or interrupted work. During a telephone conversation, it is much easier for the client to refuse the manager, come up with various excuses and interrupt the conversation. You must understand that at any moment of the conversation the client can interrupt the conversation and hang up.

An important negative side of telephone conversations is the impossibility of analyzing body language and facial expressions. When conveying information to a client via telephone, you can monitor the interlocutor’s reaction only by his intonation. Can't back up words visual materials, prospectuses, schedules, presentations, demonstrations. During telephone conversations, the possibility of misinterpretation of information is much higher than during a personal meeting.

Cold calling work with objections consists of diligently working through each such objection from the client. And after working out, you should immediately proceed to closing. However, it is necessary to work only with informative failures. It is useless to try to work through categorical refusals if the client hangs up immediately after the call and without explanation.

You need to remember that during telephone conversations, 80% of the time should be occupied by your speech and only 20% by the client’s speech. An important part of successful telephone conversations is the ability to conduct an active dialogue. This means that it is the consultant who must set the tone for the conversation, lead it and direct it in the right direction. Politeness, good manners, and competent speech consultant. You need to remember that you personify the company, and the client’s opinion of the company as a whole depends on what impression they get of you.

Telephone conversations also involve certain stages working with objections.

• At the first stage, you need to interest and capture the attention of a potential client immediately using bright accent in speech, something unusual that can instantly hook the interlocutor.

• At the second stage, you should find out the needs of a potential client, and not immediately rush into battle with your company’s proposals.

• At the third stage, you need to smoothly move on to what you want to offer.

• The fourth stage is to work with objections. Since after your sales proposal, the client will either categorically refuse (and there’s nothing you can do about it, you need to come to terms with it), or will begin to object and ask specific questions. At this stage, you can use the tuning technique. It consists of using the voice and its intonation modulations during a telephone conversation.

The stages of working with objections and their successful implementation depend on how well, competently and competently the sales agent prepared for the conversation.

The purpose of the call is profitable sale company products. And you need to remember this when you make a call.

Working with objections examples

Competent management of objections and working with them consists, in most cases, in qualified assistance to clients to understand their own needs and satisfy them. For example, working with objections in a bank most often involves overcoming client fears that they are falling into bondage, as well as helping them choose the service that they really need.

A common phrase that potential buyers use as an objection is the statement “I'll think about it...”. There are several options for overcoming this objection. The first is to accept the client's position and express understanding. You can answer: “ The right decision, you are about to make a major acquisition, so you need time to think things through.” The second option is to specify and clarify the consumer’s position. Here you can ask the question: “Above what?” If the individual does not know how to answer this question, then he should be asked about the products offered. For example, “do you doubt the quality of the product?” The third option is to take a position and explain: “Of course, think about it. We can think about it together now, since today is the last day of discounts. If you decide to purchase these products later, they will cost you more.”

The next typical objection phrase is “it’s expensive.” You can agree with the client that the product is really not cheap and clarify in comparison with which products the cost is expensive. Maybe the client saw a similar model in another store, but cheaper. We need to find out what this statement means. You can also agree that the product is really expensive and clarify that if it costs 5% less, will the client buy it? If the answer is positive, the client purchases the product cheaper. However, this option is not always universal.

Very often, employees in the banking sector have to deal with objections. After all, our people are raised from childhood to distrust banking structures. Handling objections in a bank should be done step by step. You should move on to the next argument only after receiving agreement with the previous argument.