Core Skills

>	Impacting the Customer Experience
>	Focusing on the Customer
>	Exploring Social Styles & Motivators
>	Enhancing Customer Courtesy Skills
>	Communicating Effectively
>	Handling Challenging Situations
>	Balancing Business & Customer Needs
>	Providing Products to Customers
>	Recognizing Value
>	You REALLY are the One at Your Company

Selling Skills for Customer Service

>	Transitioning to Sales
>	Developing a Campaign Strategy
>	Listening & Questioning
>	Positioning the Sale
>	Managing Sales Objections
>	Closing the Sale
>	Integrating the Skills
>	Improving Personal Effectiveness

Customer Service Management

>	Leadership Support

Managing Sales Objections

Overview
Hate objections? Don’t listen to anyone tell you differently — no one LIKES objections. But they ARE part of the sales process and they DO provide you with an opportunity to clarify and reposition.

What you need is a technique that will enable you to manage sales objections when they do arise — and they WILL arise! This module will give you the tools and techniques to confidently manage sales objections.

Performance Outcomes
As a result of participating in Managing Sales Objections, you should have confidence and tools to handle the initial challenges you will face on the job. Specifically, you should be able to:

• Define the term sales objection and the underlying reasons why customers object.
  
  
• Apply previously-learned knowledge of the Communications Model and what it means to be customer-focused in handling sales objections.
  
  
• Demonstrate how to handle sales objections using a five-step process.
  
  
• Identify clues that tell you when to walk away.

Activities
Activities include brainstorming the objections commonly presented by customers and prospects, discuss the five-step process to manage objections, role play common objection scenarios, and receive feedback on the application of skills.