Handling objections in online sales is a very important component. The process of communicating with a potential buyer is often accompanied by various controversial situations that need to be solved competently. With proper handling of objections, you will close more projects and increase the company’s profit.
Why do people have objections at all? There are many reasons and they are all completely different. For example, a bad mood or a banal desire to bargain. Sometimes the buyer is not impressed by your products or services. Some customers want to prove that it will be difficult for them to sell. And someone likes to have the last word with him, to assert himself in this way. But of course, most often the reason is more weighty, for example, the price, terms of cooperation, or other objective factors are not suitable.
Therefore, we have collected 7 rules for dealing with objections, by implementing which you will be able to make progress in your sales.
There will be objections, get ready
The transaction took place when there were no objections left between the seller and the buyer. Therefore, there are always objections. Prepare for them in advance. Write down the most popular questions of the audience, find common features and come up with tactics of answers.
Listen – first of all
Get as much information out of the buyer as you can. If the client is laconic, ask questions. The more you learn about the need, the easier it will be for you to close the deal or understand the reason for the refusal in order to remove shortcomings in the work in the future.
Take the client as an ally
The easiest way is to agree with one of the reproaches. Working with objections on the Internet often gives the seller the opportunity to use this technique, when communicating in person, most sellers are embarrassed to admit their shortcomings, trying to shift the blame to some impersonal third party.
Get ahead of objections
Objections can be formulated in many ways, as a rule, they have a common root. An experienced salesperson often knows that one objection will be followed by another, and he even knows which one. Getting ahead of the customer and mentioning this objection is a very good technique that disposes the buyer. Our psychology works this way: once you have said something, you will defend it to the last. But if the objection was voiced by the seller, then the buyer will regard it as “nobody’s” and such an objection is much easier to remove.
Working out objections through references to other buyers
“The day before yesterday, a young man ordered shorts, before that he also only went in jeans, well, or trousers, in general, only in long pants, but still ordered this model of shorts, we called each other this morning, so he is happy as an elephant, and also said thank you that I persuaded him to take these shorts…”. It works best in subjective objections, when the client is not sure, does not know what to expect. Your task is to tell about the experience of previous buyers and about the fact that they were completely satisfied after the purchase.
Retreat before too strong and frequent objections
If you feel that the client objects unusually strongly, step back for a while, let him cool down. When it becomes clear that the pressure does not find resistance, the flow of objections will go away and you will be able to continue selling.
Processing of objections that are hushed up
Talk to the buyer. He may have a lot of objections, but he does not want to discuss them or is just unsure of his opinion or something else … the unspoken objection will remain with the client and affect the purchase, so take it out and take it off.
In conclusion, I would like to draw your attention to the fact that there will always be those who categorically refuse your offer – this is an absolutely normal situation. At the same time, if you manage to eliminate some customer doubts, you will significantly increase the percentage of sales of your company. That’s what we wish you.