Manejo De Objeciones

Handling Objections, Part One!
We've spent a great deal of time over the last couple of months talking about different closing techniques and how to turn a sale over if we are unable to close it ourselves. There is another hurdle that often presents itself before a salesperson gets to that point: objections. In the field of sales, objections are the most common type of rejection.

We've allheard, "I'll think it over" or "I'll be back." In reality those are code for rejection. Objections are a form of communication, as the prospect is telling you that there is something that is holding them back from saying, "I'll take it." As a professional salesperson, it is up to you to figure out what their primary objection is, and then fix it. In short, if your customers ride the "Be Back Bus"then you aren't going the make a lot of sales.

How many times has a salesperson handed you a business card as you walked out the door hoping that you would return? How many times have you actually returned? I am guessing that the answer is not a lot, and hardly ever. Most of those business cards probably end up in the trash can right outside the store or on the floor board of a car.

Mostobjections are false objections, and customers use these lines to get rid of a salesperson. Sometimes making a sale is easy and we take them when they come. But most of the time it is going to be your ability to diagnose and handle all types of objections that will determine your level of success.

There is a belief out there that a salesperson should always ignore prospects' first two or threeobjections. I strongly disagree with that theory. You've worked hard to establish trust between you and your customer and by ignoring any objection, you run the risk of destroying the trust. In reality, the first objection that your prospect gives you may very well be their one and only objection. By ignoring it, you make the process more difficult for both you and your prospect.

There are manytypes of objections and different ways to overcome each one. In the coming weeks, we will address several strategies you can use when handling objections. In the meantime, remember that there is nothing more important than listening to your customer.

Handling Objections – Part Two!

We started talking about objections the last time we were together. Now we will begin looking at different types ofobjections, and how to overcome them.

The stall objection is very simply a customer saying something like, "I'll be back" or "I need to think it over." It's important for you to remember that many times, a stall is only a cover for a specific objection. If the customer really does need to "think it over," then there is probably something specific that they are objecting to. It becomesimpetrative for you to determine what their specific objection is and go about overcoming it.

A specific objection is a prospect telling you a certain thing that they are concerned with such as, "I'm not sure about the length of the warranty" or, "The shape of the diamond is not quite what I was looking for." You must be careful, though, because these could also be stall objections. It is up to you todetermine if the objection is specific or a stall.

If you determine that the objection is a specific one, you can usually track it back to a poor needs assessment. A salesperson certainly should have found out and known exactly which shape of diamond that their customer was interested in. For that matter, the salesperson should've known the shape, the size, the color and everything else. If theneeds assessment had been done correctly, then the objection about shape never comes up.

Money is always going to be a common objection. While it sounds like a specific one, it's really not. People believe the price of everything is too high until value has been established. It is the job of a salesperson to establish the value in the needs assessment. If money really was their primary...