Friedman Chapter 6: Handling Objections

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Across
  1. 2. "Is the price of this item too high. or is it just more than you wanted to __________ today?"
  2. 3. Avoid showing this at the customer's inability to explain what they want.
  3. 4. Getting ___________ to continue. This is polite.
  4. 6. Successfully, overcoming objections depends almost entirely on the salesperson's ability to work _________ the customer.
  5. 7. These are used when the customer feels uncomfortable or embarrassed about telling you the real reasons for their objection.
  6. 10. Reconfirm your selling points to see if the customer is still in agreement that is what they wanted.
  7. 12. ____________ to the entire objection. If you interrupt the customer you are implying what they had to say wasn't important.
  8. 16. Judging others on their outward appearances to determine what their price range is. A form of negatively ________ customers.
  9. 17. It means having complete_______ with the customer's feelings, and the ability to put yourself in the customer'shoes.
  10. 18. Ask the customer about the price last if nothing else comes up and phrase it in this way.
  11. 19. You want to understand your customer's feelings, but you don't want to _______ them (Don't agree with their concern).
Down
  1. 1. You have to put yourself on the customer's side by being ________ to their concerns.
  2. 5. Handling objections is an essential part of the sales process because you cannot get to the close if these are in the way.
  3. 7. It is your job to _______ the customer's wants even when the customer doesn't know for sure what they want.
  4. 8. If you can appreciate your customer's __________ on price, say so.
  5. 9. __________ the objection. Let them know you understand.
  6. 11. We have to be ___________, but not pushy, about getting the customer to tell us why they are hesitating about the purchase.
  7. 13. Sometimes, the customer's __________ to purchase the item is a defense mechanism to delay making a decision.
  8. 14. These are a big part of the retail game, but they don't have to mean you've lost the sale.
  9. 15. Reasons your customer's don't buy are a ______ of trust or value.