ABSTRACT
This chapter explores the process of negotiating with customers. It discusses the customer objections and how you can learn to respond successfully when customers raise objections the product. The objections customers raise during the sales presentation are one reason salespeople are so important to the relationship-building process. Casual observation may suggest there are many different customer concerns; however, when you look closely, it is clear the anxieties fall into five areas. Customer objections regarding the product fall into two broad areas that require different approaches to deal with the customer’s concern. Customers may be concerned about the ability of a new, inexperienced salesperson to learn their business or their commitment to the company. Juanita Sanchez knows that this is an important moment in her company’s relationship with World Manufacturing. The last thing Juanita wants to do is create any friction between World Manufacturing and Accurate Instruments.
