Lesson 5: Handling Customer Objections


Watch the following video and think about how the five steps were used to overcome price objection.

 


Summary

  • Salespeople must go into every sales presentation anticipating customer concerns and objections, and being prepared to address them.

  • Handling customer concerns involves five steps, listening, understanding, responding, confirming, and continuing.

  • Objectives are overcome by using appropriate responses that provide the customer with more information as well as solutions to the objections.