Layman's terms
words the average customer can understand
objections
concerns, hesitations, doubts or other honest reasons a customer has for not making a purchase
excuses
reasons for not buying or not seeing the salesperson
objection analysis sheet
a document that lists common objections and possible responses to them
paraphrase
to restate something in a different way
substitution method
involves recommending a different product that would satisfy the customer's needs
boomerang method
brings the objection back to the customer as a selling point
superior-point method
a technique that permits the salesperson to acknowledge objections as valid yet still offset them with other features and benefits
third-party method
involves using a previous customer or another neutral person who can give a testimonial about the product
5 ways to make a presentation come alive
displaying and handling the product, demonstrating the product, using sales aids, involving the customer, holding the customer's attention
sales aids
samples, reprints or magazine and newspaper articles, audiovisual aids, models, photographs, drawing, graphs, charts, specification sheets, customer testimonials, and warranty information.
four step process for handling objections
Listen, acknowledge the objection, restate the objection, and answer the objection.
common objections
need, product, source, price, and time
specialized methods of handling objections
substitution, boomeramg, question, superior-point, deial, demonstration, third-party
jargon
used when selling industrial products
testimonial
good things said about a product from a customer who has bought the product