Objection Handling Skills
Do you need objection handling skills to function well in your job role? This article provides a guide on how you can develop the skills and include them on your resume.
What are Objection Handling Skills?
Objection handling skills refer to the abilities and techniques used by sales professionals, customer service representatives, and other customer-facing employees to effectively address and overcome objections or concerns that may arise during a sales or customer service interaction. These skills are critical for successfully closing sales, maintaining positive customer relationships, and ensuring customer satisfaction.
Effective objection handling starts with a deep understanding of the customer’s needs, concerns, and pain points. By actively listening to the customer, and asking open-ended questions, sales professionals can gain a better understanding of the underlying reasons for the objection and tailor their response accordingly.
One effective technique for handling objections is the use of “feel, felt, found” statements. This technique involves acknowledging the customer’s concern, sharing a similar experience that others have had, and then providing a solution or alternative that addresses the issue. For example, a salesperson might say “I understand how you feel, other customers have felt the same way, but they’ve found that our product is actually very easy to use once they’ve spent some time with it.”
Another effective technique is to use the “ask for agreement” strategy. This involves presenting the customer with a statement that they are likely to agree with and then building on that agreement to address the objection. For example, a salesperson might say “I know that you’re looking for a high-quality product, and I completely agree that quality should be a top priority. Our product is made from the best materials and has been tested to ensure it meets the highest standards.”
In addition to specific techniques, effective objection handling also requires a positive attitude, strong communication skills, and the ability to think on your feet. Sales professionals must be able to remain calm and composed under pressure and be able to effectively communicate the value of their product or service in a way that addresses the customer’s concerns.
In conclusion, objection handling skills are the abilities and techniques used by sales professionals, customer service representatives, and other customer-facing employees to effectively address and overcome objections or concerns that may arise during a sales or customer service interaction. It’s an essential skill for any professional who deals with customers on a regular basis, as it allows them to maintain positive customer relationships, close sales and ensures customer satisfaction.
Importance of Objection Handling Skills
- Increased Sales
The ability to handle objections effectively can help increase sales by allowing you to address potential customers’ concerns and objections in a way that makes them feel comfortable and confident in their decision to purchase.
- Improved Customer Service
Effective objection handling skills can also help improve customer service by allowing you to address customer complaints and concerns in a timely and effective manner, which can help build trust and loyalty.
- Increased Confidence
When you are able to handle objections effectively, it can increase your own confidence and self-assurance, which can be beneficial in other areas of your life as well.
- Better Negotiations
Being able to handle objections effectively can also help you in negotiations, as it allows you to address the other party’s concerns and objections in a way that can help you reach a mutually beneficial agreement.
- Building Trust
When you are able to handle objections in a professional and effective manner, it can help build trust between you and the other person, which can be beneficial in both personal and professional relationships.
- Improved Communication
Effective objection handling skills can also improve communication, as it allows you to actively listen to and understand the other person’s concerns, and respond in a way that addresses those concerns.
- Problem-solving
Good objection-handling skills require you to think on your feet and come up with creative solutions to problems. It is a great way to improve your problem-solving skills.
How to Improve your Objection Handling Skills
- Listen actively
One of the most important aspects of handling objections is to truly listen to the customer’s concerns. This means actively listening to what they are saying, rather than simply waiting for your turn to speak. By understanding the customer’s perspective, you can address their concerns more effectively.
- Acknowledge the objection
Once you have a clear understanding of the customer’s objection, acknowledge it. This can be as simple as saying, “I understand where you’re coming from” or “I hear what you’re saying.” Acknowledging the objection shows the customer that you’re listening and that you care about their concerns.
- Address the root cause
Once you have acknowledged the objection, it’s important to address the root cause of the concern. This may require some additional information gathering or research on your part. The key is to provide the customer with the information they need to make an informed decision.
- Use examples and testimonials
If possible, provide the customer with examples or testimonials from other customers who have had similar concerns. This can help to build trust and credibility and provide a sense of social proof.
- Use empathy and understanding
When handling objections, it is important to use empathy and understanding. Show the customer that you understand their concerns and that you care about their needs. This can help to build rapport and trust.
- Be flexible
Be open to alternative solutions or approaches. Be willing to compromise and make concessions where necessary. Flexibility can help to find a mutually beneficial solution.
- Practice
As with any skill, handling objections becomes easier with practice. Try to practice handling objections in a variety of scenarios, both in real-life interactions and through role-playing exercises.
- Take responsibility
If the objection is valid and the customer is right, take responsibility and apologize. This shows that you are willing to admit when you are wrong and that you are committed to finding a solution.
Jobs that Require Objection Handling Skills
- Sales
Sales professionals are often faced with objections from potential customers and must be able to effectively address and overcome these objections in order to close deals. This may involve using persuasive language, addressing concerns about price or quality, and providing logical and compelling arguments to support the value of the product or service being sold.
- Customer Service
Customer service representatives must be able to handle a wide variety of objections and complaints from customers. This may include issues related to product or service quality, delivery or shipping problems, or billing disputes. Strong objection handling skills are essential for resolving these issues and maintaining positive customer relationships.
- Management
Managers and leaders often have to navigate resistance and objections from employees and colleagues. They need to be able to effectively handle objections and address concerns in order to move projects and initiatives forward. This may involve negotiating and compromising, as well as providing clear explanations of goals and objectives.
- Marketing
Marketing professionals often need to address objections and concerns that potential customers may have about a product or service. They may use a variety of techniques, such as providing case studies, testimonials, or statistics to address these objections and convince customers to take action.
How to Include Objection Handling Skills in your Resume
- Use keywords
Use relevant keywords such as “objection handling,” “negotiation,” and “conflict resolution” in your resume, as these are commonly associated with the ability to handle objections effectively.
- Provide examples
Give specific examples of how you have handled objections in the past. For example, “Successfully defused a frustrated customer’s concerns and increased sales by 20%.”
- Highlight relevant training
If you have completed any training or certifications related to objection handling, make sure to include that information in your resume.
- Show your ability to think on your feet
Include examples that demonstrate your ability to think quickly and come up with effective solutions to unexpected objections.
- Show your ability to listen and understand
Show how you were able to understand the customer’s concerns and empathize with them, finding a solution that worked for both parties.
- Use action verbs
Use strong action verbs such as “resolved,” “negotiated,” and “defused” to describe your objection handling skills.
Examples of How to Include Objection Handling Skills in your Resume
Professional Summary
- Results-driven sales professional with 5+ years of experience in objection handling and negotiation.
- Proven track record of defusing difficult customer situations and increasing sales by 20%.
- Strong ability to think on my feet and come up with creative solutions to unexpected objections.
Work Experience
- Sales Representative at XYZ Company
- Successfully handled and resolved customer complaints and objections, resulting in a 15% increase in customer retention.
- Demonstrated strong negotiation skills and was able to close deals with previously difficult clients.
- Customer Service Representative at ABC Inc
- Consistently defused difficult customer situations and resolved complaints, resulting in a 10% increase in customer satisfaction scores.
- Developed and implemented a training program for new customer service representatives, which included instruction on effective objection handling techniques.
Education
- Bachelor’s degree in Business Administration from University of XYZ, with a focus on sales and marketing.
- Completed Advanced Objection Handling and Negotiation Training from ABC Institute
Skills
- Strong verbal communication skills, including the ability to effectively handle objections and negotiate.
- Proven track record of successfully defusing difficult customer situations.
- Demonstrated ability to think on my feet and come up with creative solutions to unexpected objections.
- Strong ability to listen and understand customer’s concerns and empathize with them
- Skilled in using effective action verbs such as “resolved,” “negotiated,” and “defused” to describe objection-handling skills.
How to Demonstrate Objection Handling Skills in an Interview
- Be prepared for common objections
Before the interview, research the company and the role you are applying for and anticipate any potential objections that may come up during the interview. For example, if you are applying for a sales role, you may be asked about your experience with a specific product or industry.
- Listen actively
When an objection is raised, it is important to listen actively and understand the concern being expressed. This will help you to address the objection in an appropriate and effective manner.
- Show empathy
Showing empathy towards the interviewer’s concern can help to build trust and rapport. It also demonstrates that you understand their perspective and are willing to work towards a resolution.
- Provide a solution
Once you have understood the objection, it is important to provide a solution that addresses the concern. This can be done by providing a specific example or highlighting a relevant skill or experience that can be applied to the situation.
- Follow up with a question
After addressing the objection, it is important to follow up with a question to ensure that the interviewer is satisfied with your response. This will also give you an opportunity to further demonstrate your ability to handle objections.
- Practice active listening
Active listening is a skill that is key to handling objections effectively. Make sure that you are giving the interviewer your full attention and that you are not interrupting them while they are speaking.
- Be Confident
Confidence is key when handling objections in an interview. Show that you are comfortable with the conversation and that you have the skills and experience to handle any objections that may arise.
- Show that you’re a problem solver
Show that you’re always looking for ways to improve and that you’re not afraid to take on new challenges.
- Be honest
Be honest about your qualifications and what you can offer the company. If you don’t have the answer to an objection, it’s okay to admit it.
- Show that you’re a team player
Show that you’re willing to work with others and that you’re not afraid to ask for help when needed.
Interview Questions to test Objection Handling Skills
- Can you give an example of a time when a customer raised an objection during a sales pitch and how you overcame it?
- How do you handle a customer who is not interested in your product or service?
- How do you respond to a customer who expresses concerns about the cost of your product or service?
- Describe a situation when a customer raised a concern about the quality of your product or service and how you resolved it.
- How do you handle a customer who is hesitant to make a purchase and what steps do you take to close the sale?