The Four-Step Process for Handling Objections
The following process will give you the ability to deal with any and all customer objections and stalls. This does not mean that a sale will always result; there are times when customers are just not ready to do business, no matter what you say or do. But by using this process, you will be able to not only unearth the motive for an objection but also determine if the objection can be overcome.
Step 1: Find a Point of Agreement
No matter what the customer’s objection, you can always find some point of agreement that you can then latch onto. (Note: This is very similar to the Clarifying step in the qualifying process discussed in Chapter 3.) When customers make provocative statements such as, “Your ...
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