Facing Objections in the Sales Process

In this episode, Steve, Pru and Jonathan discuss customer objections in the sales process.  They define customer objections as concerns or disagreements raised by customers that can halt the sales process. They explore the reasons why customers raise objections, including misunderstandings, competitor influence, biased opinions, and the need for certainty before making a decision. The hosts emphasize the importance of clear communication and understanding customer perspectives. In this conversation, the team discuss the importance of understanding customer objections and concerns in the sales process. They emphasize that objections are actually good news because they indicate customer interest and provide an opportunity to address any doubts or uncertainties. They also highlight the distinction between real objections, which are genuine roadblocks, and false objections, which can be overcome or minimized. The hosts stress the need for salespeople to actively seek out objections early in the sales process and to ask probing questions to fully understand the customer's concerns. They also touch on the topic of price as a common false objection and the importance of handling objections with patience and empathy.

Takeaways

• Customer objections are concerns or disagreements raised by customers that can halt the sales process.
• Objections can arise due to misunderstandings, competitor influence, biased opinions, and the need for certainty before making a decision.
• Clear communication and understanding customer perspectives are crucial in addressing objections.
• Objections can be seen as opportunities and buying signals rather than obstacles. Objections are good news in the sales process as they indicate customer interest and provide an opportunity to address concerns.
• Salespeople should actively seek out objections early in the sales process and ask probing questions to fully understand the customer's concerns.
• There is a distinction between real objections, which are genuine roadblocks, and false objections, which can be overcome or minimized.
• Price is often a false objection, and salespeople should seek to understand the underlying reasons behind the objection.
• Handling objections requires patience, empathy, and a focus on seeking to understand the customer's perspective.

Steve Vaughan, Jonathan Cooper, Pru Layton, Christian Walter, Pascal le Floche Jayne Green and Debbie Airey are Sales Trainers from george james ltd. You can email the show at: Podcast@georgejames-training.com

The trainers on LinkedIn:

Steve Vaughan https://www.linkedin.com/in/steve-vaughan-salestrainer/
Jonathan Cooper https://www.linkedin.com/in/jonathan-cooper-18716b1/
Pru Layton https://www.linkedin.com/in/pru-layton-b46a3528/
Christian Walter https://www.linkedin.com/in/christian-walter-a1857b1/
Jayne Green https://www.linkedin.com/in/jayne-green-salestrainer/
Pascal Le Floch-Riche https://www.linkedin.com/in/pascal-le-floch-220ba46/
Debbie Airey https://www.linkedin.com/in/debbie-airey-43026110/

george james training website https://georgejames-training.com/

Chapters

• 3:28 Defining Customer Objections
• 8:57 Why Do Customers Raise Objections?
• 15:48 The Need for Certainty and Addressing Objections
• 17:54 Understanding Customer Psychology
• 19:18 The Importance of Finding Concerns and Objections
• 23:59 The Risk of not finding Objections early enough
• 30:58 Addressing Price as a False Objection
• 35:45 Handling Objections with Patience and Empathy