| A | B |
|---|
| Objections | concerns, hesitations, doubts |
| excuses | Insincere reasons for not buying |
| objections analysis sheet | (listing of common objections with possible responses |
| Need | Conflict between wanting something and not really needing it |
| Product | Concerns about the product itself-size, construction, quality, style |
| Source | Negative past experience with firm or brand |
| Price | More common with high-quality, expensive merchandise |
| Time | Hesitation to buy immediately, sometimes it is an excuse |
| Four-Step Process for Handling Objections | Listen carefully,Acknowledge the Customer’s Objections,Restate the Objections,Answer the objections |
| Boomerang | Objection comes back as a selling point |
| Question | Customer is questioned to learn more about the objections raised |
| Superior Point | acknowledge objection as valid but offset(compensate) with other features and benefits |
| Denial | provides proof & accurate info when customer is misinformed |
| Demonstration | Answer objection by illustrating features & benefits |
| Third Party | previous customer gives testimonial about the product |
| Substitution | Recommend a different product that would satisfy the customer’s needs |
