Objection-handling

Disciplines > Sales > Objection handling

Articles | Techniques | See also

When a sales person demonstrates a feature, talks about a benefit or uses a sales closing technique, their customer may well respond in the negative sense, giving excuses or otherwise heading away from the sale. The response to this is to handle these objections. This is 'objection-handling'.

Articles about objection-handling

• Objection-handling process: The overall process for handling objections
• LACE: A four-part handling method.
• Tip the bucket: Ask for all remaining objections.
• Types of objection: Common categories of objection.

Objection-handling techniques and methods

• Boomerang: Bouncing back what they give you.
• Objection Chunking: Taking a higher or lower viewpoint.
• Conditional Close: Make closure a condition for resolving their objection.
• Curiosity: Don't be sad, be curious.
• Deflection: Avoid responding to objection, just letting it pass.
• Feel, felt, found: A classic way of moving them.
• Humor: Respond with humor rather than frustration.
• Justification: Say how reasonable the objection is.
• LAARC: Listen, Acknowledge, Assess, Respond, Confirm.
• LAIR: Listen, Acknowledge, Identify objection, Reverse it.
• Objection Writing: Write down and cross out objections.
• Pre-empting: Handle them before they happen.
• Pushback: Object to their objection.
• Reframing: Change their cognitive frame.
• Renaming: Change the words to change the meaning.
• Reprioritize: So ones you can't handle are lower.
• Writing: Write down objections then cross them off as you handle them.

See also

Closing techniques, Objection-handling process, Theories about resistance, Defensive body language, Fallacies, Coping Mechanisms, Resisting persuasion, Resistance to change

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