Lesson notes, exercises, downloads, and recommended reading are below the video. On mobile, the video will rescale when you play it.

Handling Objections to the Sale [Sales Process Part 7 of 9]

If you don’t get objections to your sales pitch either you got it just right, or they aren’t interested. Objections are usually a good thing. So, it pays to become adept at handling objections.

The Book of the Course!
Sales Skills: A Management Courses Introduction
This book gives a broad introduction to the topic, for managers and professionals who don’t want or intend to specialize in sales and selling. And as a fast start for someone needing to make a start in selling, for whatever reason.
Get the kindle Exclusive book from: https://geni.us/TL5BKeD

Watching this video is worth 2 Management Courses CPD Points*.
🔎 See below for details

Sales and Selling Skills
This video is part of course module 8.4.1
Program 8: Managing Customers and Clients
Course 4: Sales / Selling Skills
Section 1: The Sales Process

Other videos that describe the Sales Process:
🎬 The Sales Process https://youtu.be/iPZNem-Xguw
🎬 Sales Prospecting https://youtu.be/m7bQ4wNeZmo
🎬 Pre-Sales Activities https://youtu.be/lEBsFG_jqnU
🎬 Rapport Building https://youtu.be/aJqduxW2MA4
🎬 Opening the Sales Meeting https://youtu.be/gjI7e-DBPH4
🎬 Diagnosing the Need https://youtu.be/pAsYVf4E3to
🎬 Presenting Solutions https://youtu.be/xf-mhhbL2tk
🎬 Seeking Commitment https://youtu.be/1D1-VC9Ccjk
🎬 After Sales Activities https://youtu.be/3qrrlXwDjJI

The Golden rule with Objections is..
Whoever brings it up first wins!
Invite and welcome objections. Handle each one in turn. And keep going until there are no more. This is ‘emptying the hopper’.

Three types of Objections
• Known
• Likely
• Unknown
You can (and therefore should) prepare for the first two.

Be positive & confident
Invite the objections, listen carefully, and say thank you. Be sure that you understand the real objection. And then respond carefully, noting the reaction you get. Then, test that your prospect is happy you have dealt with their concern. If they are not, invite a follow-up question.

The Feel – Felt – Found framework
• ‘I understand that you feel…’
• ‘In the past, other customers have felt…’
• ‘But, what they have found is…’

Third Party Validation
One of the best ways to handle objections is to cite a success story
Use case studies or testimonials:
‘Big Names’ are great, but TPV has most impact when the prospect can relate to them because they share:
• Industry
• Geography
• Size
• Personal connection
• Issue or Challenge

A great tool is a reference story that will interest the prospect and establish your credibility:
• Focus it on the prospect’s business issue: not your solution
• Include measurable results
• Tell it as a story but be sure it is factual/true
• Keep it short and sweet

No matter how tough the objections get, stay calm and remain courteous. Never criticize other organizations: competitors, customers, or the prospect’s organization or competitors.

There is a lot more on Handling Objections in my Handling Resistance Pocketbook: https://geni.us/0NGhc

1. Spend time gathering Third Party Validation resources for each of the products or services you may need to sell (2 MC CPD Points)
2. What are all the potential objections your prospects might offer? (2 MC CPD Points)
3. Develop an answer to each potential objection (6 MC CPD Points)

Free Resources
🧰 CPD Tools – https://gum.co/MC-CPD
Paid resources
🧳 Management Courses Onboarding Kit – https://gum.co/MC-ObK ($3)

There are many books that introduce sales and selling. These are the ones I have, and can recommend:
📖 To Sell Is Human https://geni.us/L2EQmt
📖 The Only Sales Guide You’ll Ever Need https://geni.us/AEAVD5
📖 The New Strategic Selling https://geni.us/Zt2Z9n3
📖 SPIN Selling https://geni.us/Ir5xu
📖 The Psychology of Selling https://geni.us/AjR8AA

⭕️ Links to our book recommendations are affiliated through Amazon and help support our free videos

Managers Need a Basic set of kit to do your job well. Here are my top recommendations: https://kit.co/MikeClayton/manager-s-work-kit (the links are affiliated)

You can record your Management Courses CPD points on our free, downloadable CPD record log.
📓 Download it at: https://gum.co/MC-CPD
Each video has two levels of MC CPD points. For this video:
– If you simply watched the video, record 2 MC CPD points
– If you also carried out all of the recommended exercises, score a total of 12 MC CPD points

00:00 – Objections are good
00:28 – The ‘Golden Rule’ of Sales Objections
01:23 – Anticipate and Prepare
01:38 – Be Positive and Confident
02:24 – Feel- Felt – Found
02:41 – Third-party Validation
03:53 – Reference Story
04:49 – The Handling Resistance Pocketbook
04:59 – No matter how tough it gets…

#HandlingObjections #Sales #SalesProcess


Daniel Pink: To Sell is Human
The Miller Heiman Strategic Selling Methodology
Sollution Selling: Neil Rackham’s SPIN Selling
Mary Kay Ash: The Mary Kay Way of Selling
Dale Carnegie: How to Win Friends and Sell to Them
The Complex Sale: 101
Sales Optimization: Upselling, Down-selling, and Cross-selling
Account Management: What is Account-based Selling?
Pricing and Fear of Price
The 1-2-3 of a Successful Written Sales Proposal
Cold Calling to Get a Sales Appointment
You Need a Sales Strategy: Which One?
How to Qualify Your Sales Prospects
What is the Sales Funnel?
5 Components of a Powerful Sales Attitude
Sales Success Tips: Sales Do’s & Don’ts
Master Selling: Why People Do and Don’t Buy
After-Sales Activities [Sales Process Part 9 of 9]
Seeking Commitment – Closing the Sale [Sales Process Part 8 of 9]
Presenting Solutions [Sales Process Part 6 of 9]
Diagnosis: Diagnosing the Customer’s Need [Sales Process Part 5 of 9]
Opening the Sales Meeting [Sales Process Part 4 of 9]
Sales Meeting Rapport Building [Sales Process Part 3 of 9]
Pre-Sales Activities [Sales Process Part 2 of 9]
Sales Prospecting [Sales Process Part 1 of 9]
The Sales Process – a Summary of the 9 Step Selling Process

Mike Clayton

About Mike Clayton 

Dr Mike Clayton is a (former) Project Manager and now a management educator. Having trained thousands of people at live workshops, seminars, and conferences, he now delivers training mainly via video. He has 14 books with international publishers and runs two successful YouTube channels. He is also the founder of OnlinePMCourses.com

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