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Objection Handling Skills

Good objection handling skills are crucial to success in sales and customer care. If a salesperson is unable to come back with a good answer to the statement: I think its too expensive, they will lose the sale so quickly, that they might as well have answered I could not agree with you more! Similarly, goodwill is lost very quickly in a customer care environment if a complaint is simply ignored or inadequately dealt with. Whatever objection a customer or prospect comes up with, this course will find the best possible answer in every situation. Through a series of role-plays and exercises, these answers will soon become second nature to the delegates ensuring that they do not slip up if confronted by a difficult objection again.

This Objection Handling Skills course is available throughout the UK.

CPD Value 5.5 Hours

Select specific date to see price, venue and full details.

Learning Objectives

  • To handle and overcome objections at all levels
  • How to maximise profit through negotiation
  • How to apply a close to a negotiating situation
  • Understand the importance of customer care in a sales environment

Course Content

09:30 - 10:00 Coffee & Course Objectives

09:30 - 10:00 Setting Out Our Objectives (Emphasis here is not just on getting a sale but also maximising profit.)

10:00 - 10:30 Objection Handling - The Basics (This module looks at the most common pitfalls in negotiating situations and how to overcome them. Pre-handling objections as the ideal solution)

10:30 - 11:00 The Price Objection (9 things the customer could mean when they raise the price objection. How to handle them effectively.)

11:00 - 11:15 Coffee break

11:15 - 12:00 Role Play (Here delegates work in pairs and look at real life scenarios. Objection handling put into practice.)

12:00 - 12:45 Test (A test to ensure all delegates have understood and remembered the concepts discussed in the course.)

12:45 - 13:30 Lunch

13:30 - 15:00 Types Of Closes (23 closes are analysed)

15:00 - 16:30 What Type of Closer Are You? (Personal test)

16:30 - 16:45 Summary & Action Plans Agreed

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