There are eight methods for handling objections, as follows:
1. Listening Method This is one of Dale Carnegie's persuasion principles: "Let others talk more!" It is quite effective in handling objections. We often talk too much to persuade the other party to buy, but it doesn't yield good results. Opening your heart, focusing on listening, and even encouraging the prospective customer to express all their true thoughts is the right way. Using listening skills, you can subtly guide the other party to actively adopt your opinions and accept your views.
Listening is not difficult; there are four main principles for listening:
1. Do not interrupt: Let the other party speak freely. Even if you disagree with their views, do not rush to interrupt; be patient and let them finish. Only then can you understand their true resistance to your ideas.
2. Acknowledge and respond: Use words or actions to express your agreement with what the prospective customer says at appropriate times. This can make the other party feel at ease to express their true intentions and feelings, and thus make them as calm as you, fairly weigh the pros and cons of the argument, and improve the originally opposing relationship.
3. Put yourself in their shoes: Sincerely listen to the underlying meaning from their perspective. Before empathizing with others, you must first abandon your own preconceived notions.
4. Clear your mind: Remove all distractions from your thoughts, emotions, and feelings, and focus completely on the other party's words, actions, and expressions. In this way, your listening effect will be very good.
Show respect, surprise, appreciation, and other genuine, natural expressions on your face, and let your face reveal your inner emotions. This listening method will soon become part of your sales charm. As long as you master this kind and skillful listening technique, you will be more adept at handling objections.
2. Feeling Method How to effectively handle objections? My feeling is "Handle the mood first, then handle the matter. " This was taught to me by my sales mentor fifteen years ago, and the more I use it, the more effective it becomes. The method of "handling the customer's mood first" is the Feeling Method.
You can say to the other party: "I can understand how you feel." Or: "I understand your feelings."
When you show that you understand the prospective customer's viewpoint, they will feel that their doubts are about to disappear. In this way, you can easily proceed with the product demonstration despite the objection.
Example: "Mr. Chen, I can understand how you feel now. Several friends I've met before had the same feeling, but after trying it, they were quite satisfied..."
3. Ignoring Method When you find that the prospective customer's objection is a false issue and is unrelated to the current negotiation topic, you can use the Ignoring Method to lightly pass over it without handling it, and immediately proceed with the main topic.
Example: "Brother Lin, you're really humorous! If even you can't afford this money, then no one in the world can. The most attractive part of this product is..."
One thing to note: when the prospective customer repeatedly brings up the same old issue, you can no longer take it lightly.
4. Questioning Method When the prospective customer's objection is unclear, you can use the Questioning Method to clarify and confirm the content of the problem before implementing. This method can make the customer express their opinions and views more specifically, in more detail, and more truthfully.
Example: "Mr. Su, careful consideration is necessary! You are always steady and sure; such matters should not be decided casually. May I ask you a question? Which part are you considering? Is it the purchase quantity? Or...?"
After using the Questioning Method, once the prospective customer answers your question, you regain the initiative. Don't forget to quickly guide the conversation back to the sales implementation.
5. Rebounding Method Using the prospective customer's objection as a reason for them to buy is a very common and effective method for handling objections. The Rebounding Method is also called the "turn the tables" method.
The key to using the Rebounding Method is to use the opponent's force to turn the offensive and defensive positions around. When stating your reasoning, avoid sarcasm or rebuttal, and express yourself in a tactful and gentle tone, so as not to backfire and lose the opportunity.
Example: The prospective customer says: "I'm sorry, but I'm short on money and can't afford it." Your response: "Miss Wang, you are too modest. Actually, buying our product is to achieve the best results with the least money! The most attractive part of this product is..."
To turn the prospective customer's objection into a selling point and make it a favorable reason for closing the deal, the steps are:
- First, praise and agree with the other party.
- Guide out the facts that make the objection untrue.
- Flexibly use the selling point.
6. Comparison Method When the prospective customer raises objections about the function or effect of your product, you can use the "Franklin Balance Sheet" to make a comparison.
When using the Comparison Method, draw a line down the center of a piece of paper. Write the advantages on the left and the disadvantages on the right. Then list all the advantages and the disadvantages raised by the prospective customer. As long as the advantages far outweigh the disadvantages, you can often quickly persuade the customer to buy.
7. Acknowledgment Method This method is also called the "yes, but" method. First, lightly agree with the prospective customer's issue to maintain their self-esteem, and then, based on the actual facts, proceed with a favorable implementation. This method is used quite often. The basic forms are as follows:
- "Yes... but..."
- "Yes... unless..."
Example: The prospective customer says: "Reishi products are all similar in effect; none are particularly good..." You say: "Miss Liu, what you said is quite reasonable. Many customers initially had the same thought as you. Before I tried it, I thought so too, but if you compare carefully, you will understand..."
8. Denial Method When the prospective customer's objection is clearly inconsistent with the facts, you can deny it with an appropriate tone and sincere attitude.
Example: The prospective customer says: "Is this a pyramid scheme?" You answer: "No!" Then do the next thing you want to do. It's that simple! Remember: just look at them sincerely and say it, don't explain!
Finally, the reason this trick is not listed is because it is a method taught to me by God!
When the prospective customer raises an objection, use "Why? " or "Do you have any other questions besides this? "
Example: The prospective customer says: "Is this a pyramid scheme?" You say: "Why do you think that?" or "Besides this question, do you have any other questions?" Then look at them sincerely and wait for their answer. Don't speak unless they start talking, and then handle their real objection! If you use this method well, you will be a super communication expert!
This article is reprinted from the public account: FMCG Channel Management
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