Prospects typically use objections when we (sales people) fail to convey the Value Proposition effectively. That is, that value the customer will receive from buying our product or service from us (rather than the competition).
When I deliver sales training, one of the most common skills questions that I receive is ‘How do I manage objections effectively?’.
There are three primary tools or strategies that I explain to delegates. These are:
- Acknowledge: Acknowledge the objection. This reassures the prospect that you are listening.
- Clarify: Clarify that you understand exactly what the prospect is referring to.
- Explain: Explain how you can overcome this objection. Make an evidence based statement using reference to how you have dealt with a similar challenge with another customer
Feel / Felt / Found:
- Mr Customer I understand how you feel…..
- Other customers initially felt like that as well
- Once they did business with us, they found that…..e.g. our business was the best
LAQPAC. This is typically used for more complex sales where there may be a number of objections to address:
- List: list objections, numbering them 1 to 10
- Agree: Agree with the prospect that there are no others apart from those specified.
- Qualify: Qualify that you understand exactly what the prospect is referring to.
- Probe: To identify that there are no other underlying elements that have not yet been mentioned
- Address: Address each of the objections in turn, fully.
- Close: Ask for commitment on the back of resolving each of the objection.
These are simply tools that you can add to your sales tool portfolio to help you deal with objections effectively and win more business.
ProAptivity help companies implement sales best practice through the adoption of CRM for more information, contact us today on 028 9099 6388 or via email on firstname.lastname@example.org