Handling Objections*

DO WE LIKE OBJECTIONS ?OR DO WE DISLIKE OBJECTIONS?*

Objection- RealityThis is the most feared and unwanted incidence in any sales process.

An Objection is a communication which tells us that customer is still undecided and need to find the correct answer.

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Reasons for objection Not interested / no need for the productProduct is expensiveInterested, but not sure indecisivenessEgo /something to proveFeels pressurized by the salespersonDoctors personal need have not been satisfiedDoctor wants to stop the sales processDoctor wants to mislead / divert the salesperson*

Objection = OPPORTUNITYObjection shows that the Doctor is interested in your product, but s/he has some doubts in mindRemovable barrier to a prescriptionTo Get business; Not to win an argument.To Make the Customer like you & your way of HandlingTo change his thinking without antagonizing him.Good sales people always welcome objections

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Skills requiredEmpathy (Putting yourself in others position and feel)Maintaining or enhancing Doctors self-esteemActive listeningProbing (Questioning Technique)Selling BenefitsUse of visual aid / Scientific referencesReinforce Desired ResponseClosing

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Types of ObjectionsGenuine ObjectionsDishonest ObjectionsSubjective ObjectionsSilent Objections

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Types of ObjectionsGenuine Objections:Authentic ObjectionsGenuine problems or doubtsSeeks clarification & more Information

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Types of Objections Dishonest Objections: False Cause of Objections lies elsewhereDoctor unfavorably Inclined towards other product, company himself.

Objection raised is to put the salesperson off.

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Types of ObjectionsSubjective Objections:Taste, Colour, Packing, SizeObjection should not be dealt at length

Calls for sharp & convincingresponse from the salesperson.

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Types of ObjectionsSilent Objections:Most important and deadliestVery often we are not aware

Calls to ask questions tounderstand actual reasonsand identify these Objections

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Keys to Objection Handling*

1. Active listeningDo not be in a hurry to answer

Listen carefullyAllow the doctor to raise the objection fully, even though you have heard it a hundred times.

Act interested in the objectionPay due respect to the customer and his problem. Use prompts like Yes or Ok

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2. Understand & EmpathizeAgain do not be in a hurry to answerAcknowledge and empathize Look at the objection from his view:This will help you to give an answer which is most likely to satisfy the customer.

Listen to his feelings & body language:This will help you to understand WHY the customer is raising the objection.

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3. Ask The QuestionsRephrase the Objection & ask in the form of a question.Clarify your understanding of the problem by asking appropriate questionsCLARIFY CLARIFY CLARIFYYou do not address the wrongissue.

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4. Giving an answerAnswer to the point while handling ObjectionsTake support of Scientific references Speak with evidencesDo not lecture or argueRemember; yourpurpose is to win yourCustomer

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5. Check For Agreement (Verify)Check for understanding - has the issue been addressed?Check to see if you have created a reason for your customer to make a change.Check whether you have reached a common agreement.

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Keys of Objection HandlingKey 1 : Active Listening

Key 2 : Understand and Empathize

Key 3 : Ask the question to clarify

Key 4 : Giving an answer

Key 5 : Check for agreement (Verify)

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Remember, More than the right answer, how you handle his objections, satisfies the customerRemember*