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The questions that I will be addressing in this article are: What is objection? Why do we need to know how to handle objections? What is the difference between objecting and disapproving? How can you identify your objections? How does someone object? When should you close an objection after taking action. Solve the problem, not the trigger. This comes from Albert Bandura's Theory of Self-Efficacy. Like all theories, there are exceptions but most people, if they were confronted with a situation like this would probably use their best weapon within reach; in this case it would be their voice. So keep your voice down little one and solve the problem instead of reacting to what triggers you may find unacceptable. Your challenge will be to stay calm, to think clearly and above all, to remember that the customer is not the enemy. 3) Listen - When customers make objections they are telling you something important about themselves or their situation. The more you listen, the more you'll learn about how they work and what their problems are. Don't interrupt them; don't jump in with solutions too quickly (over 50% of sales happen after objections); switch off your close button. Try walking in their shoes for a while; this helps you understand what is upsetting them and may give you insights into how to respond better. 4) Respond - It's tempting when customers object to immediately start presenting arguments against their concerns or complaints. Don't do it! Remember, they are telling you about their situation, not about you or your company. By responding with an objection of your own you'll come across as defensive and unsympathetic. Instead, listen carefully to what they are telling you and see if there's any way in which the problem might be resolved without changing their view of you or your company. Acknowledge that its an objection - Then ask if it is possible to try something else in the hope that this may satisfy them. If no, offer to solve their problem with empathy; be positive; suggest solutions; say when (if ever) they would like to discuss the subject again (with a different salesperson). The main consideration in establishing the attitude of the questioner, is to recognize your objectives. There are three motives for asking questions:Confidence sales-people recognize that they can't possibly know all the answers, so they provide their customers with the opportunity to have some input into their own purchases. This means being prepared to ask questions when you dont have the answer, its the only way you'll learn what really is important to your customers. When you are in a sales call with a customer or prospect, it's easy to get involved in an argument over price. Your prospect may be confused about how much he's willing to spend. He may bring up cost reduction as a reason to buy one product rather than another. When you are in a sales call with a customer or prospect, it's easy to get involved in an argument over price. Your prospect may be confused about how much he's willing to spend. He may bring up cost reduction as a reason to buy one product rather than another. Your best strategy is to take the objection seriously, listen carefully, and help your prospect resolve the problem that is causing him stress by giving him options for resolving the stress. This will give you the opportunity you need for your customer to see your product or service as providing relief from his stress. Offer solutions that will relieve his stress about the price issue. cfa1e77820