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    Handling Objection

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    Desy Komala
    The document discusses handling objections in the sales process. It explains that objections are opportunities to better understand the customer's needs and motivations. There are typically four main areas for objections: price, location, developer, and product/service. The document outlines a four step process for handling objections: 1) pause to think, 2) ask a question to identify the issue, 3) respond with empathy and an answer, and 4) verify that the objection has been addressed. Objections should be viewed as opportunities to solidify the customer relationship if handled properly.

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    © All Rights Reserved
    Download as PDF, TXT or read online from Scribd

    Handling Objection

    Uploaded by

    Desy Komala
    43 views16 pages
    The document discusses handling objections in the sales process. It explains that objections are opportunities to better understand the customer's needs and motivations. There are typically four main areas for objections: price, location, developer, and product/service. The document outlines a four step process for handling objections: 1) pause to think, 2) ask a question to identify the issue, 3) respond with empathy and an answer, and 4) verify that the objection has been addressed. Objections should be viewed as opportunities to solidify the customer relationship if handled properly.

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    Handling Objection Pdf

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    The document discusses handling objections in the sales process. It explains that objections are opportunities to better understand the customer's needs and motivations. There are typically four main areas for objections: price, location, developer, and product/service. The document outlines a four step process for handling objections: 1) pause to think, 2) ask a question to identify the issue, 3) respond with empathy and an answer, and 4) verify that the objection has been addressed. Objections should be viewed as opportunities to solidify the customer relationship if handled properly.

    Copyright:

    © All Rights Reserved
    Download as PDF, TXT or read online from Scribd
    Download as pdf or txt
    43 views16 pages

    Handling Objection

    Uploaded by

    Desy Komala
    The document discusses handling objections in the sales process. It explains that objections are opportunities to better understand the customer's needs and motivations. There are typically four main areas for objections: price, location, developer, and product/service. The document outlines a four step process for handling objections: 1) pause to think, 2) ask a question to identify the issue, 3) respond with empathy and an answer, and 4) verify that the objection has been addressed. Objections should be viewed as opportunities to solidify the customer relationship if handled properly.

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    HANDLING

    OBJECTION

    BY : ANDREAS NAWAWI
    PROCESS OF
    SELLIN
    G • TIDAK ADA RAHASIA
    TENTANG MENJUAL
    • MENJUAL ADALAH
    HASIL LANGSUNG
    DARI MEMBANGUN
    HUBUNGAN YANG
    PANJANG DENGAN
    CALON PEMBELI KITA

    sahabatsatoe production
    7 TAHAP MENJUAL
    FOLLOWING UP

    CLOSING THE SALE

    HANDLING OBJECTION

    PRESENTASI PRODUK

    PENDEKATAN PADA PROSPEK

    PENDEKATAN AWAL & PENGENALAN KEBUTUHAN

    PROSPECTING & MENGENALI LEBIH DALAM LAGI

    sahabatsatoe production
    SALESMANSHIP BEGINS WHEN THE
    CUSTOMER SAYS “NO!”

    NO!

    sahabatsatoe production
    OBJECTION
    OBJECTIONS ARE OPPORTUNITIES TO BETTER UNDERSTAND
    THE CUSTOMER’S MOTIVATION & NEEDS

    • An objection is any fact or feeling –


    expressed or unexpressed, that
    customer has that may cause him
    not to agree with your
    recommendation.
    • Objection occur at all stages of the
    sales cycle. Our customer is telling us
    about his problem with what you are
    discussing.
    • It is our responsibility to resolve the
    objection before continuing with the
    discussion

    sahabatsatoe production
    “… A PROBLEM
    IS A CHANCE
    FOR YOU TO DO
    YOUR BEST”
    DUKE ELLINGTON

    WHEN A CUSTOMER HAS AN


    OBJECTION,
    YOU HAVE AN OPPORTUNITY TO
    SOLIDITY YOUR RELATIONSHIP….
    IF YOU HANDLE IT
    PROPERLY

    OBJECTIONS = OPPORTUNITIES
    OBJECTION CAN BE RAISED
    FOR 2 MAIN REASON

    ASUMSI
    YANG
    SALAH DARI
    PEMBELI
    MASALAH
    YANG
    MEMANG
    ADA PADA
    PRIBADI
    PEMBELI
    sahabatsatoe production
    4 AREAS FOR
    OBJECTION
    1.PRICE
    2.LOCATION
    3.DEVELOPER
    4.PRODUCT &
    SERVICE
    4 STEPS PROCESS 4 LANGKAH
    FOR HANDLING OBJECTION MENANGANI PENOLAKAN

    1. PAUSE
    – DIAM SEJENAK
    2. QUESTION
    – TANYA
    3. RESPOND
    – TANGGAPI
    4. VERIFY
    – UJI LAGI
    – MEMASTIKAN SUDAH
    TERJAWAB
    PAUSE
    • HAL INI
    MEMAMPUKAN ANDA
    UNTUK BERPIKIR
    DENGAN LEBIH BAIK,
    AGAR REAKSI KITA
    TIDAK KELIHATAN
    MEMBELA DIRI.
    • WAKTU INI JUGA AKAN
    MEREDAKAN
    KETEGANGAN EMOSI
    YANG TERJADI.
    QUESTION
    IT IS IMPORTANT TO IDENTIFY THE ISSUE SOON,
    SO YOU MAY RESPOND TO IT.

    • WE ASK A QUESTION,
    BECAUSE PEOPLE DO
    NOT ALWAYS EXPRESS
    THINGS IN TERMS WE
    UNDERSTAND.
    • VERIFY THAT YOU
    HAVE UNDERSTOOD
    THE OBJECTION.

    sahabatsatoe production
    RESPOND
    YOUR ANSWER MAY PROVIDE INFORMATION, CLEAR UP A
    MISUNDERSTANDING, OR COUNTERACT A NEGATIVE WITH BENEFITS

    THE RESPONSE
    HAS TWO PARTS;
    – AN EMPHATY
    STATEMENT THAT
    SHOWS THAT
    YOU
    UNDERSTAND
    THE CONCERN.
    – ANSWER TO THE
    OBJECTION.
    VERIFY
    YOU WILL KNOW IF AN OBJECTION HAS NOT
    BEEN ANSWERED WHEN IT COMES UP OVER AND
    OVER AGAIN.

    • TO DETERMINE THAT
    THE OBJECTION HAS
    BEEN ANSWERED TO
    THE CUSTOMER
    SATISFACTION.
    • “HAVE I PUT THAT
    CONCERN TO REST”

    sahabatsatoe production
    LEARN TO LOVE OBJECTION

    • DON’T BE DEFENSIFE.
    • AN OBJECTION MEANS…
    THE PROSPECT IS
    ENGAGED WITH OUR
    DISCUSSION.
    • THE SATIESFIED
    CUSTOMER TALK TO 5
    PEOPLES AND THE
    UNSATIESFIED CUSTOMER
    TALK TO 10-20 PEOPLES
    THANKS FOR LISTENING AND GOD BLESS YOU

    ANDREAS
    NAWAWI
    KEGAGALAN &
    KEBERHASILAN
    SEORANG PENJUAL.
     80% PENJUALAN diperoleh
    setelah kunjungan ke 5.
     48% PENJUAL menyerah pada
    kunjungan ke 1.
     25% PENJUAL menyerah pada
    kunjungan ke 2.
     12% PENJUAL menyerah setelah
    kunjungan ke 3.
     10% saja… yang SANGGUP
    BERTAHAN & TERUS
    MENGUNJUNGI, sampai akhirnya
    dapat menghasilkan 80%
    PENJUALAN

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