Customer objections in sales and approaches to objections

Customer objections in sales are frequently encountered by sellers in today?s world. It cannot be known whether there is an actual reason underneath or not when the customer says ?I object? For the seller to learn about the restrictive conditions on purchase of the potential customer, and to obtain necessary information for realization of sales, sales discussions with objections should be searched in detail. The research problem on this study is to determine possible approaches by the seller towards objections observed in customers, after identification of problems in sales negotiations, and objections relating to product, company, price and other issues. During sales period, customers often conceal their real objections, which complicates the sales process. The basic reason for such kind of behaviour is hesitation of the customer to hurt the seller?s feelings, a hidden embarrassment for rejecting the purchase or fear to state the actual reason of objection. For the customer, telling an irresistible little lie, making fake objections is an easy way to interrupt the sales process. Many actual objections are never expressed, therefore the most important duty of the seller is, of course, to find out the real objections beyond the reasons stated to them. Following identification of the objection, the main duty is to overcome such objection. This study discusses the ways through which approaches to objections should be used in sales certain processes. Two major problems are observed on the issue of customer objections, which are: a) Whether the uttered objections are real or not, and which type of customers raise which kind of objections, b) Evaluation of other factors in use of approaches to objections. A large number of personal interviews have been performed in answering these questions. In personal interviews, the persons were asked to give detailed information about their customerobjection experiences, their sales training experiences and the methods they used in responding to objections. Moreover, numerous customer profiles who do not take part in sales process were personally interviewed for bidirectional examination of objection issue in sales. A questionnaire has also been applied within the scope of research and, through comparison of obtained results with findings from notes taken in personal interviews, induction and deduction Methods have been tested. The ways to realize an ideal sales interview in which the customer, developed through instructions of the seller, could be included in sales process have been analyzed as the main theme of sales introduction, basing on discussions held with employess of service sector and especially bank sales officers. As a result of a research formed in that way, it can be stated that the sales process may be analyzed further in detail with a study prepared with an intense content for identification of sales objections experienced and to be experienced by a large number of sellers, and improving approaches to such objections.