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Objectives
 Acquire objection dealing techniques.
Concerned people
Sales person, call center agents
Knowledge required
Communication abilities
Duration
1 day, possible to be individually coached
Pedagogy
Very pragmatic tools and playful pedagogy
Experience shared with the participants
Practice :
Case study (from the participants or suggested)
Simulations
Self-evaluation form and improvement plan |
Know-How acquired - Programme
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Efficiently, without stress |
How to tackle the objection phase on body?
The importance of objection in sales: Great an objection?
Why and how to provoke the discussion?
How to tackle the objection phase on layout?
Mental attitude to adopt
How to “physically” receive the objection?
Understand the 3 kinds of objections
Rational - Emotional or irrationnal – Feint
For each technique below:
Presentation of the method. Practice with role plays
Advantages and limits for each method
Technique 1 – use OR:
OR : Objection - Reply
Share experience for the most frequently answers to objections, thanks to an intuitive answer approach
Technique 2 – use OCRE:
OCRE : Objection Cushion Reply
What is a cushion ? Its interest – how to do it?
Technique 3 –Jesuit method:
Ask for a clarification question:
Open question, or intermediary question, or mirror question
Objection rephrasing - answer
Technique 4 – Be TOPP:
Transform Objection in Positive Point
Example : If I understand, what’s in your mind is less price than profitability
 Technique 5 – Be COOL :
To prevent from feint : Cushion – Objection Importance – Other objections – Lock
 Technique 6 – Quid pro quo:
For diverted objections in the beginning of the negotiation
Offer a concession with a compensation
The best answer to the 10 most frequent objections
« I don’t have a budget », « It is too expensive », « I already work with another provider, and I am satisfied », « I’m not interested », « I’m going to make up my mind about it», « I don’t have time to meet you », « Please send me a catalogue/a brochure », « Please call me back later », « I don’t need anything », « I will first have to talk to my CEO/associate...».
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