Page 73 - Dale Carnegie Course Catalog

Sales E ec veness:
Primary Competency Categories:
POWERFUL PEOPLE SKILLS INSPIRING PRESENTERS 72 LEADERS WHO BUILD AMAZING SERVICE
In any selling situation, it is likely that you will need to overcome a buyer’s obstacles before a buying decision is made. Often, the way
we “handle” objections turns the buyer off. Resolving objections effectively is a process that involves careful, sensitive listening and
positive, factual responses to a buyer’s concerns.
Buyer objections are not always rational. Objections are often totally emo- tional. You must respond to customers’ emotional needs and
to the obstacles preventing them from buying, if you want to build long-term relationships.
At the completion of this module, participants will be able to:
 Listen for understanding, and see objections from the buyer’s view.
 How to ask questions to interpret objection
 Use Cushion to acknowledge that you listened, heard the objection and recognized the importance.
 Learn the best way to respond to objections
 Evaluate when the buyer is ready to move forward to commitment.
 Listen
Gain a better understanding and see objections from the buyer’s point of view.
 Question
Master good questioning techniques to provide correct inter- pretation of the client concerns.
 Cushion
Acknowledge that you listened to the prospect, heard the objec- tions and recognized its importance.
 Response
Respond to objections by defeating doubts.  Evaluate
Determine whether or not the buyer is ready to move forward toward a commitment.