4Handle Objections & Customer Service & Professional Sales Skills Training. Close the Sale

Transcription

1 4Handle Objections & Module Customer Service & Professional Sales Skills Training Close the Sale Key Learning Points : 1- Why Shoppers Don t Buy 2- Top 5 Sales Objections 3- Handling Objections APAC Model 4- The 9 Closing Techniques

2 Why Shoppers Don t Buy * 93% can t always find the proper help. * 90% leave when they can t find salespeople to help them. * 93% are more likely to purchase when helped by knowledgeable associates. * 85% buy more when receiving the proper help from sales staff. 2

3 So why do we get objections? When people are about to make a buying decision they worry. We all do. We worry about: - making a mistake. - making the wrong decision. Often, what the customer is looking for is reassurance that their decision to buy is the right one. This is why objections are commonly raised at this stage. 3

4 The Difference Between Objection Rejection Maybe, but I have some concerns I would like to ensure are addressed. No Thanks, I have heard what you said and know this is not the solution for me. 4

5 Lets try to understand what goes through a customer s brain before they makes the decision to buy. 5

6 Top 5 Sales Objections Objection #1: Timing Now is not the best time. What they are really saying is. 6

7 Top 6 Sales Objections Objection #2: Price I m not sure we can afford something like this. What they are really saying is. 7

8 Top 6 Sales Objections Objection #3: Complacency We re good, we ve got this covered. What they are really saying is. 8

9 Top 6 Sales Objections Objection #4: Trust How do I know you know what you are doing? What they are really saying is. 9

10 Top 6 Sales Objections Objection #5: External Input I need to talk to my wife / partner. What they are really saying is. 10

11 Worksheet 27 What Objections Do You Hear? Retail Excellence Series Alexander Twomey Inc.

12 Handling Objections APAC 4 clear steps to successfully managing objections and closing the sale 12

13 Handling Objections - APAC Acknowledge but do not agree with the objection before you answer it. 13

14 Worksheet 28 How do you Acknowledge That You Understand What They Have Said? Retail Excellence Series Alexander Twomey Inc.

15 Handling Objections - APAC Probe to clarify your understanding of the question the customer is raising before you answer it. Listen and think momentarily before answering. 15

16 Worksheet 29 How do you Probe to clarify your understanding of the question the customer is raising before you answer it? Retail Excellence Series Alexander Twomey Inc.

17 Handling Objections - APAC Answer and aim your answer directly to what s on the customer s mind 17

18 Worksheet 30 How do you Answer directly to what s on the customer s mind? Retail Excellence Series Alexander Twomey Inc.

19 Handling Objections - APAC Close Advance the sale. Ask for feedback. Have I been clear enough or are there still some questions you d like to ask? 19

20 Worksheet 31 How do you Ask For the Sale? Retail Excellence Series Alexander Twomey Inc.

21 Nine closing techniques #1 Ask for the Order 21

22 Worksheet 32 How Do You Ask for the Order? It has been estimated that 7 out of every 10 presentations end without the salesperson asking for the order. Retail Excellence Series Alexander Twomey Inc.

23 Nine closing techniques #2 The Trial Close During your presentation the buyer may make a remark that suggests a decision to buy may have been made. In these situations listen to what the buyer says summarise what has been said ask for the order/close the sale 23

24 Worksheet 33 During your presentation the buyer may make a remark that suggests a decision to buy may have been made. How Do You Know The Buyer Has Made the Decision To Purchase? Retail Excellence Series Alexander Twomey Inc.

25 Nine closing techniques #3 The Assumptive Close Assume that the order is being placed This will solve a lot of problems you have When will be the best time to deliver? Will 1 outfit be sufficient to meet your requirements? 25

26 Worksheet 34 Do You Use An Assumptive Close? What Do You Say? By assuming that the order is being placed you can remove the responsibility for decision-making away from the buyer. Retail Excellence Series Alexander Twomey Inc.

27 Nine closing techniques #4 The Alternative Close Give the buyer the choice between 2 alternatives, both of which have been chosen by you. Do you require delivery Tuesday or will next week be more convenient? Would you prefer the green or the red? 27

28 Worksheet 35 Do You Use An Alternative Close? What 2 Choices Do You Give? Retail Excellence Series Alexander Twomey Inc.

29 Nine closing techniques #5 Closing on a Small Issue Delivery can be made on a weekly basis. Does that meet your requirements? We can arrange for the colours to match your company logo. Would that be what you are looking for? If storage is a problem we can arrange for a split delivery at no extra cost. How does that sound? 29

30 Worksheet 36 How Can You Break Thing Down Into a Series of Small Decisions? Often the buyer finds it easier to make small decisions than large ones. However, having made the smaller decision the larger one becomes easier to make. Choose a minor feature of your product and gain agreement from the buyer on that feature. Retail Excellence Series Alexander Twomey Inc.

31 Nine closing techniques #6 Time Pressure Special offers or inducements that are available or penalties for not placing the order. This price is only available up until the end of the month. If you order the smaller quantity the higher price will apply. We are giving a free mobile phone with orders of 500 units and above. This offer ends tomorrow. I only have two of these left in stock today 31

32 Worksheet 37 Do You Have Time Sensitive Offers In Your Business? Retail Excellence Series Alexander Twomey Inc.

33 Nine closing techniques #7 Converting an Objection You have said that you are interested, other than.. 33

34 Worksheet 38 Converting on Objections An objection can be a very strong buying signal. If the buyer raises an objection and it is the only objection that is preventing the order from being placed you can use this to gain commitment to buy. What Objections Do Your Customers Have? Retail Excellence Series Alexander Twomey Inc.

35 Nine closing techniques If I can. will you.? If I can. will you close the deal? #8 The Negotiated Close I will talk to my boss/patrner now. If he agrees to reduce the price by 10% do we have a deal? 35

36 Worksheet 40 The Balance Sheet Method Tell us about a time you used the Balance Sheet Method to help a buyer make the decision to purchase: Retail Excellence Series Alexander Twomey Inc.

37 Nine closing techniques #9 The Balance Sheet Close List all the points in favour of your product and all the points against on a sheet of paper 37

38 Module 4 Customer Service & Professional Sales Skills Training Handle Objections & Close the Sale Summary of Key Learning Points : 1- Top 6 Sales Objections 2- Handling Objections APAC Model 3- Handling objections model 4- The 9 Closing Techniques