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Give in. Sometimes an objection can't be overcome. But unless it's a one-time sale, you're looking to build a long-term relationship. Understand that client isn't currently in a position to make a purchase or that your service doesn't match their present needs. Let customer know you'd like to help them in future and stay in touch. Again, for those in Lease Purchasing, remember sometimes you can't be a part of a deal, this is where following up with a brochure or seeing if a consultation is possible, may work.
After addressing an objection, always finish by asking "Does that answer your concern? This does two things: One, it lets you know whether you've satisfactorily answered objection. If you haven't and don't ask, person may have decided to forget sale. Two, it moves process along. You've finished with objection, and you're ready to move on from there.
Sometimes it helps to personalize benefits for a particular customer, so know your stuff. This shows your client you know their needs, and again stress benefits to them. Remember, you need to think like your customer.
Some additional tips when dealing with objections.
Always ask customer to explain objection in more detail. In explanation you may find an answer to that objection.
Stress what client likes. If an objection comes during closing - for example delivery - go over quality, price or other things customer likes. This give them a positive feeling about product/service and objection is less important.
Compromises. Price is negotiable. If objections are other than price, make them negotiable too. For example, if objection is service, offer other ways they can reach you, a private number, as opposed to your office number.
However, remember sometimes a client is going to be unreasonable. They want you to cut your prices too much, want more than you can give, or you don't have a good feel about person or for deal. In that case, walk away. Be professional, thank individual for their time, but walk.
Copyright 2000, DeFiore Enterprises.
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