GUIDELINES TO NRDC feb 24 2014

Overcoming ObjectionsIntroductionSuccessful sales reps use this five-step formula to overcome objections:How to ove rcome objections:1. Relax2. Listen3. Accept4. Move On5. Qualify objection and answer brieflyProcedureTo overcome objections, follow these steps:StepAction1 Relax:x Builds confidence.x Reinforces self-control.x Makes listening easier when challenged.x Disarms opposition.2 Listen:x Make your points, then keep quiet.x Most powerful tool is silence.x Can never hear too much.x Can't put your foot in your mouth if you're not talking.x Let the customer talk--the more he talks, the more you'll learn:Don'tDoGive a knee-jerk response to Keep quiet and listen (OK tothe customer's objections. ask clarifying questions).Refute the customer's points.Focus on defending position.Launch a counterattack.Let the customer talk; it may--x Uncover hidden agendas.x Reveal new information.x Lead to new options.x Defuse anger.Give every man thy ear, but few thy voice.Hamlet--ShakespeareNRDC GRC – Staff Handbook 6-15