Viosca Exam 3 MAR 3400 UPDATED ACTUAL Questions And Correct Answers
Terms in this set (109)
Key to understanding customer objections is... selling slow
3 steps in handling objections 1. Clarify, 2. Respond, 3. Confirm
Clarify Explore the Objection, Understand motivation behind it
Respond Use what was learned in clarification step to put customer at ease
, Confirm Ask question to see if concern has been alleviated
Example of Clarify "Tell me more about that..."
Example of Respond honesty, evidence (white papers, testimonials, 3rd party)
Confirm "Do you have any other questions about that?"
5 Sources of Objections 1. Needs, 2. Product, 3. Price, 4. Time, 5. Source
Needs Objection Customer does not need product
Product Objection There's a better product out there than yours
Price Objection Most common. Price is too high
Time Objection Buyer does not have time to meet
Source Objection Buyer does not like you or your company
4 Times When Objections Arise 1. Making Appointment, 2. Start of Meeting, 3. During Presentation, 4. During
Close
3 Behaviors of Successful Salespeople 1. Expect Objections, 2. Anticipate Objections, 3. Forestall Known Concerns
Expect Objections A good sign. All salespeople face objections
Anticipate Objections Prepare helpful responses
Forestall known concerns Raise them first, before the buyer gets a chance
Direct Denial Effective Response Method Used when buyer has a blatant inaccuracy. NOT used regarding opinions
Indirect Denial Effective Response Method -Deny objections but attempt to soften response
-Recognize buyer's position them use counter evidence to show your side
Compensation Effective Response Method -Buyers object product's viability
-Acknowledge validity of concern, but show compensating advantages of
product
Referral Effective Response Method -Feel, Felt, Found
-Find points of agreement
Revisit effective Response Method -Turn objection into reason for buying
-works with most personality types
Postpone Effective Response Method -Buyer Raises Objections better answered later
-Ask permission to answer later
-useful when price objection occurs early
Terms in this set (109)
Key to understanding customer objections is... selling slow
3 steps in handling objections 1. Clarify, 2. Respond, 3. Confirm
Clarify Explore the Objection, Understand motivation behind it
Respond Use what was learned in clarification step to put customer at ease
, Confirm Ask question to see if concern has been alleviated
Example of Clarify "Tell me more about that..."
Example of Respond honesty, evidence (white papers, testimonials, 3rd party)
Confirm "Do you have any other questions about that?"
5 Sources of Objections 1. Needs, 2. Product, 3. Price, 4. Time, 5. Source
Needs Objection Customer does not need product
Product Objection There's a better product out there than yours
Price Objection Most common. Price is too high
Time Objection Buyer does not have time to meet
Source Objection Buyer does not like you or your company
4 Times When Objections Arise 1. Making Appointment, 2. Start of Meeting, 3. During Presentation, 4. During
Close
3 Behaviors of Successful Salespeople 1. Expect Objections, 2. Anticipate Objections, 3. Forestall Known Concerns
Expect Objections A good sign. All salespeople face objections
Anticipate Objections Prepare helpful responses
Forestall known concerns Raise them first, before the buyer gets a chance
Direct Denial Effective Response Method Used when buyer has a blatant inaccuracy. NOT used regarding opinions
Indirect Denial Effective Response Method -Deny objections but attempt to soften response
-Recognize buyer's position them use counter evidence to show your side
Compensation Effective Response Method -Buyers object product's viability
-Acknowledge validity of concern, but show compensating advantages of
product
Referral Effective Response Method -Feel, Felt, Found
-Find points of agreement
Revisit effective Response Method -Turn objection into reason for buying
-works with most personality types
Postpone Effective Response Method -Buyer Raises Objections better answered later
-Ask permission to answer later
-useful when price objection occurs early
