Welcome back! If you're watching this video, you must be an aspiring Bitrix24 partner who's eager to learn as much as possible about sales. Well, that's exactly what we're gonna give you!
The topic of today's lesson is "Handling Customer Objections" - one of the more difficult but nevertheless interesting parts of the sale process. This is often true for those who are just starting out as Bitrix24 partners - just like you! But don't worry, we're going to teach you how to handle all possible customer objections like a pro and invoke endless trust in your clients.
So, this Module consists of the following topics: 1. Module objectives and learning outcomes; 2. Reasons for customer objections; 3.
Objections vs. excuses - what's the difference? 4.
Anticipating and overcoming customer objections. 5. Handling customer objections through the prism of Bitrix24 possibilities.
6. Sample dialogues to illustrate the most common objections and how to handle them. After you've studied all these topics, we will give you a nice little test just to make sure you've got everything right.
Now, without further ado, let's kick it! Since it's our first, introductory lesson on the topic of handling customer objections, let's talk about what these objections are and where they come from. Now, when you're in the process of choosing a product, how often are you willing to buy it right there and then?
"Not very often" is the answer. It is completely OK for a typical customer to take some time and hesitate a bit before committing to a purchase. There could be a few reasons why that happens - sometimes you simply don't want to be pushed, sometimes you'd like to learn more about the product, sometimes the price is not right.
Whatever that is, you won't be ready to buy until all your doubts and hesitations are cleared. You get the idea. And that's exactly what a typical prospect feels like after you've delivered your flawless sales presentation - "yeah, good, I guess, thanks, I'll have to think it over and let you know".
Or even worse, they start asking you weird questions. As a result, we get underwhelmed customers whose expectations have not been met. Is there any way to change this?
- Yes, there is. Although we can't directly influence our customers' expectations, we can anticipate possible objections they might have and neutralize them before they arise. And that's what we're gonna study during the course of the next 5 lessons.
Our goal is to learn how to overcome ALL the objections your customers might have. By the end of this module, you should be able to: 1. Anticipate possible customer objections 2.
Listen to your clients and understand what they're saying 3. Separate real objections and doubts from BS excuses 4. Use the right arguments.
The key to success in this area is understanding where your customer's objections are coming from while actively listening to them. Another important thing is preparation. Most of your potential client objections may it should be anticipated.
For example, if you, as a Bitrix24 partner, don't have a lot of projects under your belt, your customer may question your experience. Anticipating this objection and neutralizing it preemptively by shifting the client's focus to your strength rather than weaknesses is one possible way to handle this. When you're fully prepared, you feel more confident and confidence is not a bad quality for a salesperson.
That's it for today! Guys, in our next lesson, we're gonna learn how to prepare for a client meeting and how to act when you're faced with an objection. See you soon!
