How to Handle Objections in Sales?

Hello friends, welcome to Learn Vern! And I am Kshitij.

And as we have seen in our previous topic about that in ‘biz talk’,We can further represent our product , process , service and our concept that we have understood where we have also learnt about “PUSH theory “.

The next topic in our “art of communication” is “checkmate”.

Right? Now,How will we checkmate?

Now if we see that we are not going to play chess with our customers or clients or any representatives,we are not going to say that go and play chess with them.

But how will we checkmate?

First is “emptying all possible reasons“,And second is “ objection handling cycle”.

Okay! First if we talk about “emptying all possible reasons” that is how checkmate is related to it?

Now, What happens in checkmate .Think a bit.

Yes, what happens and checkmate is ,If your king gets trapped once and then he will not get any route to escape.

If we think so, then that situation is called checkmate for them, where he cannot move and the person is defeated, gives up and surrenders.

But literally we don’t have to play chess with them nor that we want that he gives up in any game.

But we won’t give any chance for them to raise any objection or even if they keep any objection then we will learn how to handle them nicely.

Now it’s very interesting right!

So ,Let’s see!

First let’s see “emptying all possible reasons” and for that reason I have made a small list of few problems that usually Is very common to any sales line and they will always give these reasons.

Terminologies can be different for the ways of saying it can be different but majorly they will corelate somewhere.

What are all the possible reasons? They are “Budget”.

More often they say,the budget is done.

Like The budget for this year to be spent on this particular activity, that budget is finished.

I want to buy this, it is a very nice product, but, the budget is not allowing.

Right!

To speak specifically we need to take permission maybe from my partner, maybe from my superior maybe from some other office, the main office as an example this is my branch office or sister form or from the parent company, we have to seek permission.

Then “Time”. Time is what,“I will take your little time, please leave your number here, leave your visiting card here we will surely contact you.”

3:06

And we sit in home and think “Great! that one day we will surely receive a call.”

This is not the case.Right! this never happens.

Again ,if you are an experienced sales person who is watching this video, then you must know that how many visiting cards we have lost, so many visiting cards we have reprint it and then distributed it but we know that the call never comes.

Right!

Then “promises”.

“ Next time I will surely do it. Do one thing come next month ,not this month ,I will surely do it.”

“ do one thing come in the evening I will surely answer you, do one thing leave your number I will surely call you.”

“Promises”. Dangerous.

About the “Competitors” or the competition whicheverBudget” is in the market that this product, this service or this concept I will receive from your ex competitors the lower price then why will I give more price to you.

Have you heard this? could you relate to this?

There are multiple excuses.

But we have written only five excuses or five objections of this.

Likewise multiple objections can come.

Now let’s try to understand how we are going to handle these, if someone tells me ”There is no budget There is no budget There is no budget!”. This you will obviously understand later in the objection handling cycle that is how you can twist it and keep it in your topic.

But other than that ,if you get these excuses in your life from the start, then try to erase this.

How can you erase these? We are not going to hypnotise them by showing a pendulum that you cannot give these excuses.No.

But we can say that here we have met many customers, we have met many clients and we have gone to many big offices to meet them .

Whenever we put this topic so just not to enroll or That they don’t want to buy it Or they don’t want to take the services, majorly they come up with reasons like We don’t have budget we have to take permission from our bosses give us some time we will do this is surely the next time leave your number here we will call you we will buy from them because they are giving in a lower price and we have a good rapport with them We will not break our bonds with them and come to you.

These are all the things which are told.” please note, please note, please note”.

5:43

When You are saying all these things then you tell these with a big smile.A big smile.

Let me tell you how!

“Who ever we have talked about this in this area about insurance all of them said that they don’t have budget many of them even said that they need to take permission from their fathers, their husbands , their wives or their immediate office , even many of them said that they don’t have time , we will think, come next time we will surely do. Promises are given to leave our numbers and they would call back and many says that we are getting it in a lower price from X company so we will get from there”

All respect to their reasons .You know. “But , Sir , can we protect ourselves immediately due to the reason of budget, asking someone, delaying, promises?””No sir”.

So we want you to protect yourself immediately and protect with a better plan.

This thing I am telling with a smile and the same thing I am telling without a smile. How will it look?

"Sir, whomever I met they said we don't have budget, we have to seek permission, take time we will surely call you, many people promises, give your number, we will call back but nobody calls, sirsir and they know that the other company is looting them but still they have to take from them Sir. "

Do you understand the difference?

In the second one I was sounding more complaining.

In the first one I was trying to convince him that these are the reasons and they are genuine reasons but try to think that a small push can make your life better.

This can make the lives of those you are leaving behind.

Understanding the difference?

Smiling is very important when your emptying all their reasons.

7:34

And the question comes is, now Kshitij how will I know what reasons they are going to give?

Simply explore this.

Go and meet ten people and you will get ten more reasons.

Add all those ten excuses and ten objections repeatedly, add it, add it.

The reasons that you need to empty, make a list of that and find that these are the common reasons that you come across because I cannot tell you about the objections of all the Industries of course because limitations of our communication time.

But in person if we meet I would definitely tell you about that.

Right! Next is "Objection Handling Cycle".

If you are given an objection then first of all dont lay back, Right! I have seen all these things when I used to train people that we have heard one reason, one excuse, one objection since the morning like I have heard the same thing ten times that " There is no budget. There is no budget. There is no budget. "

When the person goes to the eleventh person and hears the word 'budget' then he feels "Oh! God! "

Again the same thing! That reflects on your face that the person has come with the same 'budget' excuse.

So, that should not reflect in your face because let's understand a mentality why the person is giving you objections or why he is giving excuses so that you agree with them.

Like you agree with it in a way that he agrees not to buy it or he would try to convince why he will not take it.

So he expects that as soon as he places the excuse, you will behave as you have been defeated.

But in reverse psychology if he is giving an excuse like ' budget' you say "okay sir, I understand sir, I understand sir, I understand sir, you have to ask and you want to give time and after giving time next time you are going to support more. That's really great! "

Just smile and nod.

Again if you remember, nodding has a positive effect.

I am smiling and I am getting involved for whatever reasons he is giving. Of course the reason is known to us , we have heard it before, but still you need to smile and stay involved.

First step. Al right!

Second is "Repeat and Agree'.

As I have understood, ' sir I know you want to consult your partner I understand because I don't want to disturb whatever mutual understanding you and your partner have '

But, but, but, but, after this 'but' you can place your point.

Are we clear?

So repeat the same sentence that he has told but in a simplified way.

"Yeah I totally agree with you that there is no budget and nowadays due to Corona many people have been affected.And now as the budgetary issues ,the financial crisis are prevailing, for that budgetary issues can happen. I totally agree with you sir. "

Right! All these things are happening with a smile. I am agreeing as well with a smile.

Okay! Now when we are putting this point " Repeat and Agree", make sure that the person has already put his point not in the middle like " But sir, I already know the excuse, but sir , let me say.. "

Not like this. Let the person complete what he is saying.

Don't jump in the middle like, "I know this excuse but sir listen. . "

This should not happen.

Please let the person complete your talk then you start your talk.

Okay! Then "Re- approach".

11:08

Now we will start the sentence about 'but' that is" But sir but", if I am talking about budget then if I say you have to spend only two rupees per day.

Will that be okay?

Then he will say, "Yes, definitely!, why not? '

I will reply with a smile, " But sir, ofcourse I will not come to collect that daily"

Sometimes they might say in return that come and collect it every day.

Right ! Of course I will not come to fetch two rupees daily.

If you see that for the entire month you have to pay only sixty rupees, similarly this will be your amount for the entire year which is your premium.

Right! So this much we invest on tea, coffee, water and this is equal to the amount of the premium.

It's just an Example!

Right! According to your pitch it may be rupees ten, rupees twenty, forty rupees, fifty rupees whatever it is, suggest them that.

Al right! We have done re-aproach by putting our point.

After that "Continue the Conversation'.

The conversation which is going on , we have to continue that.

Now why is doing checkmate so important? 

And also why using an objection handling cycle is important?

First of all, Using objection handling cycle is important. First of all I smile and agree and appreciate it because I want to stay involved not because I will interrupt his words as soon as he stops.

So if you don't want your customer to feel that I have interrupted his point midway, that is why keeping the objection handling cycle is important.

If he had placed an objection and you didn't smile or nod and even didn't agree then straightaway place your topic, then it will sound awkward.

So if the customer gives any specific objection related to budget, that if I could have taken the insurance but I don't have budget, again I am not from the insurance industry but I am using this example from the start so I am repeating it.

So if they have given his objection regarding the budget then me without smiling without nodding and without agreeing and putting your point, 'Yes, yes, sir. That's okay but you can sacrifice a day's ten rupees easily! "

It will sound very rude. Right!

If I am trying to make a point and I have only intention to sell, I am interrupting you and making my point, this sounds very rude.

But instead you say, " Yes sir, yes sir, I totally understand sir, I totally understand that budget isn't there,there is a crisis but Sir! "

So they will not think that his word were interrupted.

Second is "Being Understood".

If the person sitting in front of you is a human being, if you are dealing with a human, then every person really likes the feeling that he is understood.

Please know this.

13:56

Even if any one tries to know you, understand you, then even you will like it.

So in the same way if you are repeating their words, you are telling the excuses, reasons that are going on in their minds like "yes I know there is financial crisis,. I know there is recession,yes sir I know that there are not many orders coming from the market."

He will feel that someone is there to understand him.

With whom would he have shared this? At Least he could share his words with you and in such a small duration you could understand him.

If you smile ,agree and appreciate him, then he will feel that yes! I am being understood.

"Putting up your sales idea".

If you have to place your sales idea then you have to agree, appreciate and then nod, then only you can place it.

That is why it is necessary to follow the objection handling cycle.

And " To reach the conclusion. "

After then you can take this to the conclusion like as you have said sir " I totally understand, I hope the budget is due is still prevailing, I totally understand but at least you can start small and later you can increase the amount. "

Objection handling cycle will help you to handle any kind of objection like in any products, services or concept, you can use it.

So, again as you know If you have any queries or comments, click the discussion button below the video and post there. This way, you will be able to connect to fellow learners and discuss the course. Also, Our Team will try to solve your query.

In the next topic we will see "Sensing the urgency".

How will we do that? How we can sense the urgency, we will see in the next topic.

Thank you so much!