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Sales Training America is a world class sales training and custom development training company specializing in sales training and sales skill development of our client's sales force. At Sales Training America we help our clients improve their sales profitability through the development of their sales management and sales efforts through SalesForce.com implementation. Sales Training America offers both public (open enrollment) sales training classes well as the development of customized sales systems and sales classes for Fortune 1000 companies across United States and Canada.

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Sales Training Tips:

Sales Course - Handling Objections With a Simple 4 Step Process

Sales objections can be handled with a simple 4 step process that smoothly turns objections into sales for any product, any type of sale, and in any market place. No longer fear objections and become an expert on handling them. A major benefit many sales people have gained from using this process is to start really enjoying selling because they have the confidence to overcome sales objections.

I'm a working sales manager and sales trainer for a major company. The process that my sales teams use for handling objections has to work in real situations, and achieve real sales results. My job, and my income, depend upon the results my teams achieve using this objection handling sales training.

The sales objection process

Define the objection

Gain agreement

Present the answer

Close the sale

Use these simple 4 steps as the basic framework for handling objections, and closing more sales, and add all your other sales skills and sales training to the process.

1. Define the objection

The first step is to define the real objections from the buyer's viewpoint. The sales objections they perceive may not be real. They could be based upon false evidence or beliefs. You have to be able to see the sales objections from their viewpoint, even if they are not real or are based on false evidence. Then you can handle the objections. The key is to understand what the buyer believes, and views or hears in their internal pictures and self talk. This is where the real objection lies, and where it has to be dealt with.

Imagine a customer that thinks your product is too expensive because they have seen what they believe to be a similar item at a cheaper price. The customer is comparing what they believe are the benefits of your product with the cheaper one. Maybe the product they are comparing it with is inferior. Although untrue, this information is real to the buyer and must be challenged to get past the sales objection.

With good questioning skills you should define the real objection as seen by the customer. You should also define the beliefs and evidence that the customer has used to form their objection. It is their beliefs and evidence that you have to challenge if you are to handle objections based in the buyer's mind. Many objections, concerns, and questions, exist only in the buyer's mind, but to the buyer they are very real and will stop the sale if not defined and dealt with.

2. Gain agreement to the definition

Many less experienced sales people would now go rushing in with a fantastic sales presentation to handle the objection. They then find that they haven't answered the objection as viewed by the customer, or another concern arises that could stop the sale. They have used their best sales presentation to answer the objection, and now there are more to answer.

There are two really important actions that many new sales people miss out. One is to gain agreement to the sales objections they have defined. The second is to ask if there is anything else that could stop the sale. Before giving a great sales presentation to handle the objection, you want to make sure you are answering the real objection, and that there are no more objections. If there are more, then go back to step one and define them until you have all the questions, concerns, and obstacles that could prevent you closing the sale.

3. Present the answer

You have defined the objection, and gained agreement to the definition, and to there being no more sale objections stopping the sale. Now you present your solution and answer the sales objections. If you have used effective questioning skills to define the objection the buyer has told you exactly what they need to see and hear to get past their objection.

As with the above stages, remember you are presenting to overcome sales objections that exist in the buyer's map of reality, not yours. Only present the benefits that will handle the objection, not a general presentation of all the features and benefits of the product. Answer the sales objections the buyer sees, and challenge any false evidence or beliefs they are based upon. Understand what they are thinking, and what they need to see and hear to change their beliefs and agree to a sale.

4. Close the sale

Now you can close the sale, or gain agreement to the next stage of the sale. There is no need for trick closes or clever manipulation techniques. You earlier gained agreement that you had defined their objections, and that there were no more preventing a sale. That is where the main closing of the sale took place. You have presented an answer to the objection that shows the buyer the benefits that will turn the objection into a sale.

Now all you need to do is ask two gentle questions to gain their agreement to the sale. The first question is to ask if the benefits you have presented have answered their concerns, their objection to the sale. If it hasn't go back to step one and re-define their concerns, and start the process again.

Once they have agreed that you have answered their objection, the second action is to use a simple direct question to close the deal. You can relate the question to what happens next. For example, you could ask, shall we complete the paperwork? Or, can we agree a delivery date? You have done all the major closing earlier when you gained agreement to there being nothing else stopping the sale. A gentle question to ask for the order is all that is now required to gain you the sale, and the commission payment.

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