Slides to accompany a bite-size training session on overcoming objections in a sales situation. Full training materials including Session Leaders Notes, Delegate Workbook and any Activity handouts can be purchased licence-free from http://www.power-hour.co.uk/trainingmaterialsshop. Prices start from £30 + VAT

1. Overcome Objections
Http://www.power-hour.co.uk – Bite Size Training Materials
Overcome Objections

2. Overcome Objections
Http://www.power-hour.co.uk – Bite Size Training Materials 2012
By the end of the Power Hour you will be able to:
• Describe the different types of objection, and what is
driving them
• Explain different techniques for overcoming
objections, and when each is useful
• Use different techniques for
overcoming objections.

3. Overcome Objections
Http://www.power-hour.co.uk – Bite Size Training Materials 2012
Common Types of Objection
•The customer doesn't see a need for your product/service at this time.
•They cannot see how your product/service meets the needs they have.Need
•Your product/service is beyond the customer's budget.
•Your product/service incurs too many add-ons.
•The customer believes that they can a lower price.
Value
•The product/service does not fulfill ALL of the customer's needs.
•The customer is unhappy with specific aspects of your product/service.
•The customer is not confident about all the aspects of your product/service.
Features
•The customer doesn't like your product/service, or some aspect of it.
•The customer is uncomfortable with the salesperson or the business itself.Desire

4. Overcome Objections
Http://www.power-hour.co.uk – Bite Size Training Materials 2012
Techniques for Overcoming Objections
K –
Keep
calm
L –
Listen
I – Indicate
understanding
P- Pause
S – Sell the
benefits of
your
proposal
KLIPS courtesy of www.GaryGorman.com

5. Overcome Objections
Http://www.power-hour.co.uk – Bite Size Training Materials 2012
Techniques for Overcoming Objections
• Stop and
demonstrate that
you heard the
customers
concerns.
Acknowledge
• Ask questions to
help you to
understand the
issue, NOT to
persuade the
customer that their
concern is
unjustified.
Question and
Listen • Show you have
listened by
repeating them
back to them and
then provide
suggestions that
may solve the
problem for the
customer.
• Use hypothetical
questions to test
ideas out, and
further understand
the true nature of
the objection.
Find Solutions
• Summarise their
concerns and what
has been accepted
as a suitable
solution. You may
then proceed to
closing the sale.
Share
Agreement

6. Overcome Objections
Http://www.power-hour.co.uk – Bite Size Training Materials 2012
Make it Work at Work
What are you going
to DO as a result of
this Power Hour
Session?

7. Overcome Objections
Http://www.power-hour.co.uk – Bite Size Training Materials 2012
These slides have been produced as an optional
resource to support a Bite-Size Training session on this
subject.
A full set of materials, including detailed Session
Leader’s Guide, Delegate Workbook and supporting
activities can be purchased from our Training Shop
Our Training materials are licence-free, but are for use
by the purchaser only.
They CANNOT be passed or sold on.