• Unit 6: Handling Objections

    In almost every sales call, the client may have an objection. This is a normal part of the sales process. It may be a true objection, but often, it may be a misconception the client has about your product or company. Part of a salesperson's job is to clarify what the true objection is and provide information to address the objection. Just because a client presents an objection, it does not mean that they will not make the purchase. Properly handling the objection is a great opportunity for the salesperson to strengthen the relationship with the customer. In this unit, we will see how to understand the nature of a sales objection, how overcoming objections can strengthen a relationship, and when and why prospects raise objections.

    Completing this unit should take you approximately 4 hours.

    • Upon successful completion of this unit, you will be able to:

      • evaluate objections and how objections can show interest from the customer;
      • analyze different types of common objections; and
      • apply strategies to handle an objection.

    • 6.1: What Is an Objection?

      Simply put, objections are any obstacle your customers put in the way of choosing your product to solve their problem. They signal your prospect's level of interest and alert you to what actions must be taken to close the sale.

      • Handling Objections Page

        In this section, we will learn the definition of a sales objection and how that can lead to an opportunity. Remember that an objection is an opportunity to build a better relationship. Sometimes an objection is just an opportunity to provide more information or dispel a misconception the customer has about your product or company. Complete the exercises at the end of the section.

    • 6.2: Types of Common Objections

      In this section, we will learn different types of objections, from objections about the actual product, as well as objections to the price of the product. Sometimes, customers will say they are satisfied with their current product and do not need to try a new one. This statement is still an objection to a potential new opportunity. Consider the way we can frame objections into opportunities.

    • 6.3: Strategies to Handle an Objection

      Once a salesperson handles an objection, they can move on in the sales process toward the close.

      • Simple Steps to Overcoming Every Objection Page

        Note what can be done to handle objections on a sales call. This presentation provides examples specific to selling cars, but it offers good sales advice regardless of what product or service you may represent.

      • Sales Objection Handling 101 Page

        Acknowledging the objection of your customer is the first step in the process. In this step, you will communicate back to your customer that you understand their concern. In the probing step, you will learn about asking probing questions to clarify to your customer that you understand their concern so you can best address it. In the answer step, you will learn about providing a relevant answer to the customer's concern and provide evidence that their concern is not a real problem. Finally, in the confirm and transition step, you will learn how to check back with our customers to confirm that we have answered their questions or concerns. If the concern was not answered, we would need to go back and probe to clarify what the objection was, provide a new response, and then clarify again before moving on in the sales process.

    • Unit 6 Study Resources

      This review video is an excellent way to review what you've learned so far and is presented by one of the professors who created the course.

    • Unit 6 Assessment

      • Unit 6 Assessment Quiz
        Receive a grade

        Take this assessment to see how well you understood this unit.

        • This assessment does not count towards your grade. It is just for practice!
        • You will see the correct answers when you submit your answers. Use this to help you study for the final exam!
        • You can take this assessment as many times as you want, whenever you want.