Steps for Handling Objections
- Clarify the objection
- Get at the real objection, avoid confrontation, and avoid talking too much
- Acknowledge
- Demonstrate your listening and empathy skills
- Confirm your understanding of the objection
- Respond
Handling Misunderstandings
- Often a case of not what you say
but how you say it
- Use feel, felt, found to tell someone gracefully they’re wrong (deflect ego)
- Confirm
- Confirm that the objection has been addressed
Re-source: Resolve
People don’t want you to be sorry, they want their concerns to be acknowledged. They want to be listened to.
- Let them know you heard them by say you understand their frustration or how disappointing that must be
- Sorry is of such little use because the problem that you are apologizing for is usually not your fault.
Use role-play, participation in case studies, and simulations that allow to shuffle through the tactics to mimic the real world more accurately.
What are some anticipated strengths and weaknesses of your position?
- This will help to know for determining what questions to ask
- This can prepare you for potential objections, strategies, position and compromise
- “Those who manipulate focus exclusively on the strengths of their position; those who influence focus and analyze both the strengths and the weaknesses of their position.”
craving and resource from “How to Change Minds” – How to Influence others without Manipulation – by Rob Jolles
