Module 11 • Handling objections
In most cases, the salesperson does have the authority to lower prices, give a discount or allow credit to customers. Therefore, he must stay informed on the policy regarding price, discount and credit terms* so that he can inform the prospect and help with the necessary arrangements.
*TERMS:
– monthly instalment – deposit – interest rate – period # car sales 24/36/48 months # Edgars
6 months (interest free) 12 months (low interest)
If the salesperson has established with tact and diplomacy that the prospect does not have the financial ability to buy the product, there is nothing to be done at this stage. An appointment to visit the prospect at a set future date and a reference to another possible prospect (Module 6, prospecting techniques: endless chain technique) are all that the salesperson can do in this situation.
1.1.2 Inconvenience
It does not matter which excuse the prospect makes for himself or the salesperson, many sales transactions are unsuccessful because the sale is inconvenient to the prospect.
People look for convenience and comfort, so the salesperson must make it as easy as possible for the prospect to buy his product. The place of sale (for example available parking facilities), method, size, use, delivery, after-sales service and method of payment (credit cards, hire purchase, lay-buy etc.) are all things the salesperson can make easier for the prospect. For example, people can use their debit cards to put in petrol – a customer does not have to have cash on him anymore. The more cards that are accepted, the more convenient it is for customers.
Activity 1: Class discussion
Where have you shopped before where there was some sort of inconvenience? Or maybe you really like a specific shop/shopping centre but due to some inconvenience you hardly go there. Discuss some examples in class and how those shops can overcome the problems.
1.1.3 No need
This simply means that the prospect does not need your product. For example, “I have just bought one”. In this case, there is not much the salesperson can do. Therefore it is important that the salesperson correctly qualify the prospect in step 2 of the selling process.
1.1.4 Wrong time
This type of objection is often heard: “I don’t have the time to see you now” or “contact me again in about three months”. It can simply be an excuse to postpone the sales for any of the psychological reasons or it could really be the wrong time for the prospect.
The salesperson can overcome this objection by arranging a time that is convenient for the prospect to buy the product.
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