There are several ways of responding to an objection in the process of selling. These tools are used by the sales agents in making a successful transaction with the clients instead of being obstructed by several objections in the negotiations. It is to be kept in mind that these objections are part of the process and not responding to such in an appropriate and effective manner would result to a lost sale (Christensen, 2001). Among the different methods of responding to objections, questioning/assessing and compensation are the methods which are personally considered to be effective.
According to Dawson (2006), instead of directly attacking the objection of the client, it is better instead to make another question or assessment that would help the client think again regarding the objection he/she just posted. Sometimes, it is better to simply manipulate the thoughts of the client into liking the current products as they are instead of asking them directly to like the said product. This particular method works because you can ask the customer the right questions, which will also lead them to think better of the product.
This is very much different from trying to make an argument with the client because this may appeal to the client as the sales agent’s manner of telling the client that her/his idea is no good. In responding to objections in the process of selling, it is not good to further argue with the client and insist that it is not something which he/she needs. Rather, try to lead the client into agreeing with you without directly attacking the view he/she owns over the product.
This way, the client could also assess the relationship between the present needs and the features of the product that leads to reconsideration of what is offered. For example, a person buying a photocopy machine wants to have a bigger one. Instead of telling hi/her that a smaller one is better and provide several justifications for such, it is better to simply ask him/her if the purpose to which he/she would use the photocopy machine would require a big one.
Likewise, you could ask whether or not the client thinks that the smaller one can not do what the big photocopy machines can do in consideration of the same capacity to make multiple copies of documents. Another method mentioned to be a good tool in responding to objections is the compensation method. Definitely, there are competitors who would have an edge over the product currently sold. More likely than not, there is the tendency for buyers to compare the specifications and costs of the product being sold in relation to the ones offered by the competitor.
To offset the drawbacks of the product, it is necessary to point out the trade-offs and emphasize that if the competitor has this particular feature, the company’s product has this one, which gives the client more value for their money. For example, the customer buying a computer set might say that the competitor’s offer includes with it a free speaker and scanner. The right approach to this is for the sales agent to emphasize that the cost for the computers being sold is lower and that it has a faster processor and a flat screen monitor.
Definitely, the customer would think twice in consideration of the value they could derive in buying the competitor’s product in relation to the company’s product. The compensation method and the questioning/assessment are just two of the existing methods of responding to objections. However, these are considered to be among the best in the list because of the effective persuasion it has over clients. Moreover, these are approaches which influence the client to think and see the product in better terms without the agent disagreeing or arguing with the client.
The good customer relationship is maintained because of the fact that they are made to think for themselves but with the direct influence of the sales agent. References Christensen, W. (2001). Make your first million in network marketing: Proven techniques you can use to achieve financial success. Avon, MA: Adams Media. Dawson, R. (2006). Secrets of power salary negotiating: Inside secrets from a master negotiator. Franklin Lakes, NJ: Career Press. Weitz, B. , Castleberry, S. , & Tanner, J. (2003). Selling: Building partnerships. New York, NY: McGraw-Hill Companies, Inc.