Podcast
Questions and Answers
What is an objection typically related to?
What is an objection typically related to?
What is the primary role of a salesperson in addressing objections?
What is the primary role of a salesperson in addressing objections?
What are the three most common types of objections?
What are the three most common types of objections?
What is the first step in overcoming an objection according to the E.C.I.R. framework?
What is the first step in overcoming an objection according to the E.C.I.R. framework?
Signup and view all the answers
What is the purpose of clarifying the objection in the E.C.I.R. framework?
What is the purpose of clarifying the objection in the E.C.I.R. framework?
Signup and view all the answers
What is the goal of repeating back the objection to the customer?
What is the goal of repeating back the objection to the customer?
Signup and view all the answers
Why was it helpful to know that the customer was cost-sensitive?
Why was it helpful to know that the customer was cost-sensitive?
Signup and view all the answers
What is the goal of asking questions like 'Is this the only concern they have with moving forward?'
What is the goal of asking questions like 'Is this the only concern they have with moving forward?'
Signup and view all the answers
What is the purpose of using phrases like 'Did I capture that correctly?'
What is the purpose of using phrases like 'Did I capture that correctly?'
Signup and view all the answers
Why is it important to isolate a specific concern?
Why is it important to isolate a specific concern?
Signup and view all the answers
What is the primary goal of responding with a solution to overcome an objection?
What is the primary goal of responding with a solution to overcome an objection?
Signup and view all the answers
What is the purpose of empathizing with the customer's concern?
What is the purpose of empathizing with the customer's concern?
Signup and view all the answers
Study Notes
Understanding Objections
- An objection is often related to a lack of something that prevents people from taking action on a critical issue.
Three Common Objections
- Lack of credibility or trust
- Lack of need
- Urgency
Overcoming Objections: E.C.I.R.
Empathize
- Let customers know you understand their concerns
- Show understanding through phrases like "I hear you" or "It seems like"
Clarify/Acknowledge
- Ensure you understand the objection entirely and repeat it back to the customer
- Ask questions to clarify the reason behind the objection
- Example: "Is this due to turnaround time? If so, we can cover expedited shipping for you."
Isolate
- Identify if the objection is the only concern holding them back
- Ask questions like "Is this the only thing holding you back from x?" or "Is there anything else holding you back from x?"
Respond/Transition
- Respond with a solution to overcome the objection
- Example: "You mentioned you were concerned about X, so let's do XYZ."
Common Objection Examples
Resolution Urgency
- Customer needs a resolution now due to the length of the standard SLA
- Empathize and clarify the importance of the SLA for thorough scoping and resolution of issues
Menu Updates
- Customer needs menu updates made by the company
- Empathize and clarify the old process, then respond with a solution to empower the customer to make changes in the long term
Location Rollout
- Customer needs a location to go live on a specific date
- Empathize and clarify the concern, then respond with a solution to prioritize the rollout
Studying That Suits You
Use AI to generate personalized quizzes and flashcards to suit your learning preferences.
Description
Learn how to identify and remove obstacles in sales conversations, including lack of credibility, need, and urgency. Understand the common objections and how to overcome them.
