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Resolve: Overcoming Objections, Answering Questions and Resolving Issues

Turn issues into opportunities! Customer objections don't have to be negative - use them to explain the benefits of your solution. This module teaches:
  • How to recognize objections (both verbal and non-verbal)
  • How to distinguish what the objection really is
  • Effective techniques for handling objections

AUDIENCE
This module is designed for managers and salespersons who need skills in overcoming customer's objections effectively for enhanced sales.

FORMAT AND LENGTH
This module can be presented in two to four hours, depending on participants' skill level and teaching objectives. The module includes:

  • Break out groups to solve team problems
  • Discussion on techniques for team development
  • Exercises and presentations
  • Practice sessions and role plays
COURSE MATERIALS
The participant's workbooks contain reference text and exercises, are bound and three hole punched. The module is divided into three sections, one for each phase of training: the Pre-Workshop Assignment, the Workshop Material, and the Post-Workshop Action Items. Participant's workbooks can be used for classroom instruction or on a self-paced basis.

The leader's guide contains the same material as the participant's workbook, with the addition of a section of introductory notes, answers to exercises and explanatory margin notes. The leader's notes contain tips and techniques on setting up and administering the session, checklists, and other teaching aids. Other beneficial components include:
  • A listing of suggested videos which complement the material.
  • Notes which highlight key points, provide tips for training, and detail competencies to be gained.
  • Margin Notes on the workshop materials which guide the leader through the material and indicate when to ask questions, encourage discussion, use flip charts, break into groups, and refer to specific material.

OBJECTIVES OF THE MODULE

By the end of this module, the participants will be able to:

  1. Discuss the value of objections and reasons for objections.
  2. Recognize spoken and unspoken objections.
  3. List common objections client may have.
  4. Clarify objections.
  5. Identify the Five-Step Method for handling objections.
  6. Identify other techniques for handling objections.
  7. Discuss typical objections and their solutions.


Merit Training Corporation
Phone: 757-546-7703
e-mail: info@merittrainingcorp.com



 


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