Handling objections. Techniques of influence and persuasion

Programme

Methods of preventing hidden and open objections

• What a sale is
• The law of how the relationship between client and seller develops
• Emotional and rational purchases
• The client's expectations of the purchase
• The communication iceberg
• Typology of client personalities and needs
• Characteristics and benefit argumentation according to the consumer's personality type
• Presentation tools that help avoid consumer objections
• An objection or a real refusal to work together
• How to tell them apart and how to work with them
• Stages of handling objections
• The stage of working through the emotional component
• Joining techniques
• Neutralisation techniques

Workshops:

• Completing the «Typology of client needs» map
• Exercise «Exploring the client's expectations»
• Exercise «Statement, question or complaint»
• Exercise «What matters to you»
• Practising the technique of handling open objections
• Practising objection handling techniques

Objection neutralisation techniques

• Hidden objections: what they are and why they need to be handled
• What to do to minimise the emergence of objections
• Handling typical objections
• Hidden objections
• Send us your proposal, we will get in touch
• I already have a supplier
• I am happy with everything
• We will think about it
• We do not need the product right now
• We have no money for purchases right now

Open objections:

• Why are your prices so high
• Why is your range so narrow
• Why is your warehouse so small
• Everyone else offers the product on instalments, but you want prepayment
• How to end the conversation so that the client works with you
• Techniques for increasing the effectiveness of emotional intelligence
• Plan for developing the skills acquired

Workshop:

• Exercise «At the same time...»
• Exercise «Change and control»
• Exercise «Presentation and argumentation»
• Practising the «Columbo method»