Handling Objections in Today’s Sales Environment
Sales professionals over the years have been taught various methodologies on how to handle objections once encountered by the potential buyer. While these methodologies have been helpful in assisting the sales professional overcome the perceived objection, the majority of these processes do not effectively "identify" what the real objection is that has been shared by the buyer. In fact, a significant number of objections are simply smoke screens that do not address the real issue.
A recommended process that will assist the sales professional in overcoming the objection will include a step that allows for asking some drill down questions - once the objection has been shared by the buyer.
A process that has been used very effectively by sales professionals is referred to as the LAER model.
L: Listen - This is where sales professional has just heard what is perceived to be an objection
A: Acknowledge - This is where the sales professional will use an empathy statement to get the buyer on an even emotional level
E: Explore - This is where the sales professional will do a great job of questioning to uncover the "real" objection
R: Respond - This is where the sales professional confirms they have handled the objection to the satisfaction of the buyer
The real key step in the above process is the "Explore" step where the sales professional will get at the heart of the real objection. Once the objection is clearly understood, the sales professional has a much better opportunity of getting to a resolution.
- Willard's Wisdom