Objective:

To develop a repertoire of responses to a prospect’s complaints and objections so participants can continue to sell. To teach salespeople how to deal with all levels of resistance and reluctance by helping their prospect see issues from a new perspective.

Anticipated Outcomes/Benefits:

This module will help participants to develop resistance free techniques for changing their prospect’s and customer’s mind. To help their customer and prospect justify that buying from their company is a sound business decision.

Overview:

Salespeople will learn why challenging questions, stalls and objections are normal in the sales process and how to deal effectively with them. This module will present a method for dealing with different types of resistance. Salespeople will first learn how to “listen actively” to the objections they hear. They will list the objections they hear most often and learn a process to overcome all of them.

Teaching Method:

The facilitator will begin a group discussion of why different types of objections are normal to the sales process. He will present a chart that shows different types of objections, their causes, and responses needed to overcome. Salespeople will provide a list of the most common and difficult objections they hear.

They will then learn a simple six (6) step approach for dealing with objections, and practice these techniques in five (5) skill building exercises. Participants will also learn two “reframing” techniques, The Analogy and The Big Picture, designed to change a prospect or customer’s perspective. These techniques will be practiced with skill building exercises and role-plays. Participants will work on responses to a list of two or three objections.

They will practice the techniques discussed in the class to become comfortable with different methods. An optional team competition is recommended as a reinforcement vehicle. Teams see who can handle the most difficult objections the best. The winning teams will model their handling of an objection for the group.

Format:

1/2 day custom in-house workshop + online webinar

Module Outline:

• Introduction
• Objective/Benefit Statement
• Overview
• Active Listening
• Defusing the Objection – Their right to an Opinion
• Chart of Objections
• 6 Step System for Dealing with Objections
• Practice Sessions I. Reframing – Changing the Prospect’s Perspective
• The Analogy Reframe
• The Big Picture Reframe
• Practice Session
• Objection Handling Competition
• Personal Action Plan
• Knowledge Assessment