Sales Representative — Objection Handling & Closing
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What you'll learn:
Analyze the underlying psychology and motivations behind common objections. Don't just address the surface-level concern. - **Description:** Deep dive into the psychology of decision-making, including cognitive biases and loss aversion. Analyze common sales objections (price, timing, competition, value, need) and practice identifying the core psychological drivers behind them. Learn to differentiate between a real objection and a smoke screen. Understand the impact of sales representative behavior and questioning techniques on the customer. - **Resources/Activities:** - **Expected Outcomes:** Increased ability to identify the *true* source of customer reluctance, leading to more targeted responses. Improved questioning techniques to uncover hidden needs and concerns.
Personal Notes:
What you'll learn:
Master techniques for reshaping customer perspectives and proactively addressing potential concerns before they arise. - **Description:** Learn how to use framing techniques (positive vs. negative, scarcity, etc.) to position your product/service in the best possible light. Explore strategies for anticipating and pre-empting common objections by incorporating them into your sales presentation (e.g., “I understand some customers initially feel this price is high, but let me show you the ROI…"). Practice verbal judo and using empathy in reframing objections. - **Resources/Activities:** - **Expected Outcomes:** Improved ability to influence customer perception, reduce the likelihood of objections, and proactively address potential issues.
Personal Notes:
What you'll learn:
Explore and practice nuanced response strategies for handling complex objections, including manipulation and unethical selling tactics. - **Description:** Move beyond basic objection handling scripts. Explore advanced techniques such as: The Feel-Felt-Found Method, the Boomerang Method, using questions to overcome objections, acknowledging and validating the customer's feelings, handling objections around competitors, and turning the objection back into an opportunity. Focus on how to handle objections that involve lies or manipulative tactics from competitors. - **Resources/Activities:** - **Expected Outcomes:** A comprehensive toolkit for responding to a wide range of objections, including those involving manipulation or dishonesty. Increased confidence in handling difficult customer interactions.
Personal Notes:
What you'll learn:
Master advanced closing techniques and learn how to tailor your approach to different customer personalities and situations. - **Description:** Study advanced closing strategies, including the "Assumptive Close," the "If-Then Close," the "Summary Close," the "Urgency Close," and the "Benefit-Oriented Close." Learn how to identify buying signals and adjust your closing approach accordingly. Explore deal structuring: crafting payment plans, offering incentives, and building value through add-ons. Consider personality types and tailoring the close. - **Resources/Activities:** - **Expected Outcomes:** A wider range of closing strategies and increased ability to tailor the closing approach based on the customer and the sales situation. Improved deal-structuring skills.
Personal Notes:
What you'll learn:
Hone your negotiation skills and develop strategies for handling complex, multi-stakeholder sales cycles. - **Description:** Explore negotiation strategies, including BATNA (Best Alternative To a Negotiated Agreement), understanding and leveraging customer’s "Wants" vs "Needs", and win-win negotiation tactics. Address the common issues of power dynamics in negotiation. Learn how to identify decision-makers and influencers within an organization and tailor your approach to each. - **Resources/Activities:** - **Expected Outcomes:** Improved negotiation skills, ability to navigate complex sales cycles involving multiple stakeholders, and the ability to find win-win solutions.
Personal Notes:
What you'll learn:
Reflect on ethical challenges in sales and strategies for building trust and maintaining integrity. - **Description:** Deep dive into ethical considerations in sales, including transparency, honesty, and avoiding deceptive practices. Discuss the long-term impact of ethical vs. unethical sales practices. Explore strategies for building trust with customers. Understand and comply with relevant sales laws and regulations. - **Resources/Activities:** - **Expected Outcomes:** Increased awareness of ethical considerations in sales, a commitment to ethical sales practices, and a stronger ability to build customer trust.
Personal Notes:
What you'll learn:
Develop a plan for continuous learning and tailor your sales approach to your unique strengths. - **Description:** Create a system for ongoing self-assessment and feedback. Develop strategies for continuously improving your objection handling and closing skills. Learn how to adapt your skills and approach to different product/service types. Determine methods of adapting your skills to changing markets and technologies. - **Resources/Activities:** - **Expected Outcomes:** A plan for continuous improvement, a personalized sales approach, and the ability to adapt your skills to the changing sales landscape. Increased confidence in all areas of sales.
Personal Notes:
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