How do you handle objections from potential customers?
Theme: Sales Techniques Role: Sales Executive Function: Sales
Interview Question for Sales Executive: See sample answers, motivations & red flags for this common interview question. About Sales Executive: Focuses on generating new leads and closing sales deals. This role falls within the Sales function of a firm. See other interview questions & further information for this role here
Sample Answer
Example response for question delving into Sales Techniques with the key points that need to be covered in an effective response. Customize this to your own experience with concrete examples and evidence
- Understanding the objection: I start by actively listening to the customer's objection and asking clarifying questions to fully understand their concerns
- Empathizing with the customer: I acknowledge the customer's objection and empathize with their perspective, showing them that I understand their point of view
- Addressing the objection: I provide a clear and concise response to the objection, focusing on the benefits and value of our product or service
- Offering alternatives or solutions: If the objection is valid, I offer alternative options or solutions that may better meet the customer's needs
- Overcoming objections with evidence: I use facts, data, testimonials, or case studies to support my response and demonstrate the credibility and effectiveness of our product or service
- Handling price objections: If the objection is related to price, I emphasize the value and return on investment our product or service offers, highlighting long-term benefits
- Building trust & credibility: I share success stories, customer testimonials, or industry recognition to build trust and credibility with the potential customer
- Closing the conversation positively: I end the objection handling process by summarizing the key points discussed, addressing any remaining concerns, and offering further assistance or information
Underlying Motivations
What the Interviewer is trying to find out about you and your experiences through this question
- Communication skills: Assessing how well you can effectively address and overcome objections from potential customers
- Problem-solving abilities: Evaluating your ability to find solutions and address concerns raised by potential customers
- Sales acumen: Determining your understanding of the sales process and your ability to navigate objections to close deals
- Customer-centric approach: Assessing your focus on understanding and meeting customer needs by handling objections effectively
Potential Minefields
How to avoid some common minefields when answering this question in order to not raise any red flags
- Lack of empathy: Not showing understanding or addressing the concerns of potential customers
- Defensiveness: Reacting negatively or becoming argumentative when faced with objections
- Lack of problem-solving skills: Failing to provide effective solutions or alternatives to overcome objections
- Inability to handle rejection: Showing signs of discouragement or giving up easily when faced with objections
- Poor communication skills: Struggling to articulate thoughts clearly or failing to actively listen to customers' objections