How to Handle Objections in Sales

About this Video

• Video Title: How to Handle Objections in Sales
• Channel: Utah Valley University
• Speakers: Dr. J (assumed based on transcript)
• Duration: 00:05:51

Introduction

This video provides sales representatives with strategies for handling customer objections. The speaker emphasizes that objections are positive signs of engagement and offers four key techniques: forestalling, boomerang, compensation, and feel, felt, found.

Key Takeaways

• Objections are positive: Customer objections indicate engagement and should be viewed as opportunities, not roadblocks. A passive customer is more concerning.
• Sincerity and transparency are key: The best approach to handling objections is genuine sincerity and transparency in addressing the root of the customer's concerns.
• Four objection-handling techniques: The video details four techniques:
  • Forestalling: Anticipating and addressing objections proactively before the customer raises them.
  • Boomerang: Acknowledging the objection and then reframing it as a reason to choose the product or service (high-risk, high-reward).
  • Compensation: Offsetting a perceived weakness (e.g., high price) by highlighting other strengths (e.g., superior customer service).
  • Feel, Felt, Found: Acknowledging the customer's feelings, sharing similar experiences from other clients, and then highlighting the positive outcomes those clients ultimately found.
• Feel, Felt, Found is versatile: This technique is applicable beyond sales, in various interpersonal relationships.