Stages of handling objections. Your prices are too high. Many difficulties with returns in your company
Good day, my dear readers! Most recently, I wrote about working in network marketing and mentioned that the only negative is that you will often face rejection. Today I will tell you how to specifically work with client objections, the basic principles and technologies, what phrases to say and how to respond to a wide variety of negative feedback that often confuses a manager. Basic techniques and principles will be discussed with simple real-life examples.
From this article you will learn:
First of all: What not to do!
Every day I negotiate with clients, sometimes with my own, but more often with clients of my clients, in order to understand what techniques work, to test something new and, in the end, to test the strength of the old ones. During negotiations, I often hear objections from clients. So many objections! And about six or seven years ago, when I was just starting to work in active sales, this unwillingness to even listen to me was stumped, I didn’t know what to do. Here they refuse me, and I was at a loss, I didn’t know what to say, sometimes I just kept silent on the phone, and sometimes I said some kind of absurdity. For example, they tell me:
We don't care, we don't need anything!
I speak:
- Nothing is interesting ... Maybe you will still be interested?
Answer:
- Yes, girl, we are not interested in anything! Thank you! Goodbye!
I tried to somehow continue the conversation:
- Wait, wait! Maybe ... Let me send you to email catalog? Look…
They say:
- Yes, send it, we'll see. Goodbye! - and hung up.
I didn’t hear any more news from them, I was afraid to call back, because I didn’t know what to say, but they already refused me. Or, when I heard the objection: “I will think / we will think,” I was also lost, did not know what to say:
— Of course, you think, thank you for your time! Or maybe something does not suit you? What are you going to think about? - and said such absurdities, which did not lead to anything, but more often simply spoiled relations with clients.
Let's imagine the level of a person's excitement as a scale from 0 to 10. A sales manager, a novice, has just joined the company. He picks up the phone, calls and hears a negative reaction from customers, his excitement goes off scale by 9-10 points. He does not know what to answer, and even if he had prepared phrases before that, they explained to him how to work with objections, he will still forget everything, or he will answer incorrectly, because he is afraid, did not expect a refusal, he thought, that he will call now, and they will buy something from him without any problems, and nothing bad will happen. And they say to him on the other end of the telephone wire:
— We don’t need anything, we are already working with someone, thank you, goodbye!
Everything, he was put in a dead end. But, if you are ready for objections, if you perceive negotiations with clients, including with new clients, as a field where there will definitely be refusals, your level of excitement decreases to the norm, 1-2, maybe 5. And you are ready for these objections, you understand that they will sound, and you have clearly prepared phrases of what to say in order to process this negative response.
Introduction
These words have been tested in various fields and work without a miss. Before I write you specific phrases, I will explain in general principles, how to respond to rejection, so you know why these particular words are better to say. What you have probably read in books and watched in video courses is probably not valid at the moment. This is about the "fight" with failures. Why don't they work?
Imagine that there is some huge company that everyone wants to work with, and every hour a bunch of salesmen try to get through to this company. And do you think the managers who are calling have they been to any sales training or read articles, books or studied any video courses? More likely, one of them has studied these issues and understands how to deal with the client's unwillingness to cooperate or even just listen to the offer. And, when the employees of this enterprise refuse, they also understand how the sellers are trying to circumvent their objections, and, consequently, the employees of the company: both the secretaries and the management - everyone who makes decisions, has already gained immunity, how to respond to failure handling. Thus, those methods that have already affected them tens and hundreds of times no longer work. In view of this, it is necessary to break the pattern, to do something that the opponent does not expect. It is most important.
Handling the objection "We are not interested, we do not need anything"
Let's start with the most common refusal that appears at the very beginning of the conversation: "We are not interested, we do not need anything." You start to offer, and then this objection arises as a barrier to further communication. Your goal is to make contact so that you can move on to identifying needs, and based on their needs, move on to presenting your service or product. But before you identify the need, you need to make a preliminary presentation, hook the client. The most important thing when you hear this refusal is to make the transition to questions.
Let's look at 4 techniques for handling the objection "we are not interested."
Exit to dialogue
- How are you not interested? Wait a minute, wait a minute, you probably misunderstood! Now I will explain the essence to you again, and then you will decide how interesting it is for you. Fine?
The client did not expect you to react so painfully.
- How so, not interested? Do not hang up, you misunderstood me, maybe you didn’t think that?
In this vein, your the main objective hook him up for a dialogue so that he can talk to you, and then slowly, word by word, you move on to the next steps.
If this technique does not work for you, you can try another.
"Just for you"
- We are not interested.
- Yes, yes, but I called your company, because you manufacture computers. It is so?
Yes, we do.
— Our service is focused specifically on companies that produce computers, and with a very high degree of probability, our service will be of interest to you. Let me describe what and how, and you will already decide whether you really do not need it. Fine?
This client may agree. I call this method “Exactly for you”, that is, you show that the service is aimed specifically at this client, and that he is most likely to be interested.
"Others Agreed"
We are not interested!
“Of course not! I received exactly the same answer from a good dozen companies last month, and three of them have already signed a supply agreement with us this week. I don't want to waste my time or yours. Now I will quickly tell you the essence of the proposal, and you will think how much you need.
- Come on.
A potential client hears that someone at first did not want to receive a service or product, but then agreed, then it might be worth really listening and paying a little attention.
"I understand you"
- Yes, I guess perfectly well that I'm not the first to offer you something these days, I understand that you don't want to listen now to how someone is pushing something into you. Therefore, now I will tell you for one minute what benefits this product can bring, I will ask a couple more clarifying questions, and there we will already decide whether we can be useful to each other, and you will determine whether it is really not interesting for you. Fine?
I have tried hundreds of techniques for dealing with this rejection, and these four have worked much better than the others. It is important not to sell anything right away, not to sell anything.
There is a possibility that you will be able to invite a potential client to a meeting after processing this refusal, but I do not advise you to do this, because this possibility was tested and this is very low. Probably in the future I will write an article where I will explain in detail how to properly invite a client to a meeting, but this is not about that now. We processed the refusal “We are interested, we don’t need it”, and, so to speak, went to questions, sold time. Now we have an additional chance and time to hook the client and invite him to a meeting, to get him interested in our products.
Methods of reaching the decision maker
It often happens that the objection, especially “We are not interested,” is not the person making the decision, not the person who is really responsible for the delivery of products or the purchase of your service, but the secretary, as if the gatekeeper, the girl who sits in order to to send such sellers away, picks up the phone and says:
We don't need anything! Goodbye! send everything by email! Goodbye! Goodbye! and the girl hangs up.
You need to somehow get through this gatekeeper. That is, the previous techniques, they are designed primarily to handle the decision maker's objection. It doesn't work with the secretary. You don't need to do this, because you will get into a dead end. You will just be hacked to death.
- Now I’ll tell you one method on how to bypass the “gatekeeper”, which works with very high probability. You call the company:
- Good afternoon! Is Anatoly Antonovich in place? Didn't he leave?
Secretary replies:
- On the spot...
- Switch, please!
And you are switched.
- Or, for example, if you don't know the director's name:
- Good afternoon! Is the director there? Hasn't he left yet?
On the other end of the wire:
- Hasn't left yet...
You are right there:
- The phone does not pick up the mobile, I don’t know how to get through, please switch it!
Once, and you are switched. I won't explain why this technique works, but it works very well.
Failure Prevention Principles
I think it's better to prevent an objection than to deal with it later. The moment a negative response occurs, you already need to prevent it before it starts to manifest.
Here I will describe a couple of methods on how to do this.
- A company that sells antifreeze (this is a liquid in ventilation that is involved in various processes) for the ventilation system of business centers needed to be sold to the chief engineer.
When a call comes in to the chief engineer, they said something like this:
- Good afternoon! I'm calling about your building, business center, on Moskovskaya Street. Is yours built in 2008?
- Yes, 2008, so what?
“It's just that it's at risk of damage to the ventilation system, and we need to take a sample of the fluid to establish this for sure. We'll be in your area tomorrow afternoon. We can drive up. Will you be there?
AND Chief Engineer, said:
- Yes, I'll be right there. And what?
And they asked him something else, clarified the nuances and, accordingly, the chief engineer agreed to a meeting.
We did not receive objections “We are not interested in anything, we do not need anything”, we, in principle, did not offer anything. We went straight to the meeting.
- Another option was tried with Internet providers who are in apartments, houses, individuals sold the internet.
- Good afternoon! Tomorrow we will test the speed of the Internet and the possibility of failures in your house. Will you be at home from 6 to 8 pm?
The client said:
Yes, I will, but what?
- Good Excellent! Our master will come and take a look. It literally takes two minutes.
And that's it. The client agreed, the master came, looked at the speed of the Internet, like, what, and said:
- Look, you have such a tariff, it costs a certain amount of money, for example, 100 units. There is another, with the same speed, costs 95. We can consider this option. If anything, we will connect you in just a couple of hours.
And many customers agreed, that is, the sale took place already on the spot. Managers, respectively, first called all the apartments according to the directory, then the master came and made 20 visits in the evening.
Use this technique, and the objection “We are not interested in this” will not arise.
As many say:
- Hello! We have excellent internet with good speed, and we can connect you to favorable conditions. Want to?
- Oh, No! What internet? We have everything. We don't need anything! This takes a lot of time! Goodbye!
And that's it, they sent it. Here it is already difficult to work with the objection. In the variant with checking the speed of the Internet, it is easy to work with a refusal, because in principle it does not exist.
Technique for dealing with the objection “We are already working with someone”
Objection: “We are already working with someone.” This rejection occurs in B2B sales where you are trying to sell something to a company. How to respond correctly?
"That's why I'm calling you"
We are already working with someone!
- Great! First of all, we are starting to cooperate with those companies that already have experience of such cooperation. How long have you been working with them?
And the client automatically answers the question. Accordingly, the conversation went on and the objections “We are already working with someone” are gone.
"For the future"
- Great! That is why we called you. We are currently working with these companies as a priority.
And he says:
“Oh, you know, we don’t need anything, we are working with someone. Sorry, we're fine...
Then you say:
“Okay, but perhaps in the future you will need to look for a new supplier. After all, can this be?
- Yes maybe.
- Let's communicate? Let's see how we can be useful to each other? For the future, you will have us in mind. We will be with you as spare suppliers.
"Nuances"
- Great! We just work with such companies that are already cooperating with someone, and you never know what happens, the delivery time is broken, or something else. We can be your additional suppliers, and if anything, you yourself can contact. Fine?
- Well, you can be additional, spare.
- Great! But I need to clarify a couple of nuances, just in case, about deliveries, if there is time now.
- Let's clarify.
And now you are already talking to him, and word by word you take the position of your own, you are already spare suppliers.
“We need to discuss the nuances” and then you move on to clarifying the needs, which is what we need to do.
Again, this failure occurs at the very beginning. This, as it were, is not an objection, but more resistance. They don’t just want to communicate with you, and you need to break through this cocoon, destroy this wall in order to move on to questions, to a presentation and to good contact. This is how you do it. You are spare.
"Don't Waste Time"
— You know, we are already working with others.
- Great! How long have you been working with them?
- 2.5 years, approximately.
- Great! And why did you choose them as partners? What interested you more in them?
He may, of course, not say, but there is a possibility, thirty-forty-fifty percent, that he will begin to answer and, accordingly, you seem to have not noticed the objection “We are already working with someone”, that is, you continue to ask with enthusiasm questions. The main thing is to do it confidently. If you apply it uncertainly, most likely this technique will not work for you, and, accordingly, you immediately: “This does not work, it does not fit.”
We are already working with someone.
- Amazing! I understand that you regularly research the market in order to work with companies on the most favorable terms. So?
If the client says:
You answer:
- Amazing! Let's compare our offers and you will decide.
If he says:
No, we are not considering.
— Yes, but what do you think, are there companies on the market now that can offer the same services as your current suppliers, but on more favorable terms?
- Well, yes, of course, they can exist ...
- Great! Then let's, in order not to waste either my or your time, we will now compare offers on key parameters, and determine whether we should continue the dialogue further. Fine?
And most likely the client will say:
- Fine.
And, mind you, in some methods in dealing with the objections “We don’t need anything” or “We are already working with someone”, I used the following technique: “ I understand that you don't want to waste your time."- She works very hard.
"Weakness of competitors"
Even here there are situations where you know weakness competitors. Let's assume that their shipment is carried out by customers. That is, a competitor supplies products to someone with whom you would like to cooperate. The client arrives in his car and picks it up, but it would probably be easier for him to have the goods brought to the warehouse, and you have such a function included in the contract, and at about the same price. Maybe a little more expensive, but not by much. So when a potential client says:
We are already working with someone.
Hook him right away for this nuance:
- Great! Do they deliver products to the warehouse themselves or do you have to travel every day?
Companion:
- We drive ourselves.
- Great! Perhaps we will have common ground. Let's discuss cooperation options for 5 minutes, and then you decide whether you are interested or not. Fine?
- Fine.
You postpone the decision to another date. So the client says:
- Not interested.
And you say:
- Fine! Great! Amazing! Let's discuss and this "not interesting" you will have a chance to say later, later, when you, so to speak, learn additional facts.
Let's imagine that he buys low-quality wood accessories. You speak:
- Are you already working with someone? Great! What material do you buy accessories from?
And the client says:
- From the usual, it can also be made of plastic.
— Plastic? It's just that a lot of customers on the market are now interested in exactly natural wood certain breeds. We just have such options, we can show you. You then decide if it's interesting or not. Fine?
- Fine.
You are selling, again, a conversation on the phone, where you cling to certain techniques.
"Principled"
Do you basically work with one company or are you considering other options? Perhaps there are better ones for you?
Client says:
Maybe we are considering.
- Fine! Let's discuss!
Principles for determining that you are a decision maker
If suddenly you realize that you are not communicating with the one who makes the decision, but you are talking with the secretary, who disguises himself as the person who makes the decision (this often happens). You need to find out, is it?
For this, the following technologies are used.
“Are you the one who makes the final decision?”
- Tell me, please, as I understand it, it is you who make the final decision on this issue?
Interlocutor says:
Who does this in your company?
He may not tell you the name right away, but you already understand that this is not a decision maker (abbreviated as a decision maker).
"What's next?"
Before discussing your collaboration with a client, you need to find out if this person makes decisions. There was just a situation where one of the managers went to a meeting and made a presentation there for two hours, and then it turned out that he was not making a presentation to the decision maker. As a result, two hours were lost in vain, another hour on the way there, an hour back. In general, a lot of time, half a day you can say. In order not to get into such a situation, not to lose time, money, ask:
- If we now discuss all the details of the proposal with you, and it seems to you that it is interesting, what will we do next? What are the next steps?
And the interlocutor can say:
- Then I will take it to the director, he will consider it, then you will talk to him, and so on ...
And you understand that this is not the decision maker.
During a conversation, you say:
- Tell me, please, will you consult with someone before making a decision on the supply, on the purchase?
If they answer:
- Yes, of course, I'll take it to the director, he will look, either to one or another leader, he makes a decision.
This means that this is not a decision maker, but if the client says:
— Advise? No. I'll make my own decision.
Note:
But, I want to warn you, it often happens that you don’t need the most important director, the leader. Perhaps the middle manager with whom you are now communicating makes the final decision, and then simply comes to the director and says:
- Stepanovich, look here: a cool offer. Let's take it!
"Come on, since you've decided, let's go!" The director trusts him very much.
Therefore, in some situations, it is not necessary to explicitly go through this person. Most try to get through to the most important thing through many, many, many managers. Some need to go through, some don't. How to define it? This is the topic of a separate article. Try to decide for yourself.
Dealing with the "I'll Think" Objection
This refusal will sound in 99 percent of cases, if a negative response occurs at all. How to work with him? "I will think". The worst thing you can do is say:
Let's think together.
- What are you going to think about?
This is not necessary, because it greatly aggravates the relationship with the client. You strain it, and buy from someone who does not strain. If there is an option for handling “I’ll think about it” objections without straining the client, why not use it? Why stress him? Do you enjoy being stressed out? I'll tell you now:
“Buy me a cap or a T-shirt for $100!”
You don't like the shirt and the price is unacceptable to you. You won't say:
- No no! I don't like!
Because I will work with this objection:
Why don't you like it? She's great!
And you don't want me to work with him. You understand that I will process it, and you, in order to get rid of it, but so, painlessly, say:
- I need to think, if anything, I'll come back to you.
And I tell you:
Let's think together, shall we? What are you going to think about?
What do you feel now? Probably not much. Yes? Accordingly, do not put your clients in such situations.
How to handle this objection?
"Another Solution"
First, we support the client, we say:
- Great! Of course, think! Indeed, you need to make a smart decision! But I would like to clarify: this stage Are all conditions acceptable to you or will we find another solution just in case?
Previously, at the training, I gave the technique simply:
- Well, how about you, are the terms of delivery already acceptable?
And the client said:
Yes, acceptable, acceptable...
That is, this method did not work very well. Much cooler works:
- Well, are the terms of delivery acceptable to you, or will we try to find other options, just in case?
And the client:
Let's eat just in case.
It turns out that something really didn’t suit him, because, as I already said, the objection “I’ll think about it” arises when something doesn’t suit the client. He simply will not say a true refusal, and in order to get rid of, so as not to aggravate the situation, he will say: "I'll think about it." Accordingly, you simply remove this “I’ll think about it” from the road and pass it. Behind the "I'll think about it" denial lies another objection that is nicely computed by the following technique.
"Is the price acceptable?"
If you understand that the client is not satisfied with the price, say:
- Well, of course, think about it. Indeed, you need to make a smart decision, but I would like to clarify: is the cost of this product acceptable to you? Or try to find another option, at a more affordable price?
“By the way, I forgot…”
The client chooses a mattress and says:
- I need to think.
You speak:
- Great! Amazing! And, by the way, I completely forgot to ask: are you considering a spring filler? We have other options without spring filler. Special orthopedic springless mattress, Let's see?
The client replies:
- Let's.
And you get away with the "I'll think about it" objection. He is no more.
You translate the topic of conversation, buy additional time from the client. You have an additional chance to identify needs, determine why he wants to think, and so on. But when he says: "I'll think about it" - this is such a hot spot. But if you try to sell now, nothing will work, you need to lower it first:
Let's see another option, shall we? I forgot to suggest...
Here you can already calmly communicate with the client, there is no such intensity of emotions.
And, by the way, about the objection "I'll think about it." Once you've handled the "I'll think about it" rejection once, it's harder for the client to say it again.
Imagine he said:
- I will think.
- I completely forgot, we will show this option ...
- Let's!
You show. If he says again: "I'll think about it," he will simply feel like a fool. And you are not to blame for this. The likelihood of a sale here increases, or the likelihood that he will say a really true objection.
Avoiding the "little things" objection
It happens that the client objects over trifles. Something doesn’t suit him, the color doesn’t suit him, or the equipment doesn’t suit him, or the delivery time, or the assortment is a little bit scarce, or there is a wrong button somewhere. Hence you are saying:
- Fine! I understand that, in principle, everything suits you, you are already ready to purchase. It remains only to resolve the issue with ... - say something that does not suit the client. - ... with a button, with a color, with a complete set. So? So here we decide...
And if the client says yes, then indeed that is a valid objection. But, if he says that not quite, that is, if he has another objection inside, then he understands that you are now ready to resolve the issue with this button. You said it very confidently. Accordingly, he is more likely to say a true objection or another false one. Or say:
“Actually, I just didn’t take money with me, you know.
- You know, I just focused on prices by 20 percent lower, but here it’s as if more expensive ...
So the objection “Expensive” arises, which you are already processing in a different way, that is, again, you have removed this refusal “On trifles” from the path. He was, he was removed and to the next objection: "Expensive."
What to do in case of refusal "Expensive"?
The “expensive” objection is one of the most popular objections. But you need in most cases to get it to be said. Some clients simply don't say "Expensive" because they don't want to appear poor in your face, so to speak. That I have no money and it's expensive, and many want to appear richer, but this does not apply to professional buyers who only know what to say:
- Expensive, oh, expensive, expensive, expensive!
They just want to bring down the price, they are specially trained to bring down the price.
- So the first thing to do is to find out if this objection "Expensive" is true.
You are asking:
- Well, as I understand it, if the price suits you, then you are ready to buy. So?
If the client says:
So, you need to figure out the price with him now. But if he says:
— Not really… You know, we just don’t have money with us right now, we haven’t paid our accounts receivable now… Now, if they paid… Then, perhaps, we would buy…
It turns out that this is a matter of unpaid receivables, and not that it is expensive. We checked the objection "Expensive" for truth.
- If true, we process further, it's good if you have other options. Here is an expensive option and there are still less cheap options. Then you say:
— Yes, indeed, this product is not cheap, but let's explain to you why it costs so much money, and why many of our customers choose this particular product and are ready to pay for it.
And, accordingly, then you need to build a chain of arguments for the benefits of the client. Identify the needs before this, so that he feels that he is paying for the cause. He probably has money. There is simply no money for your product. He doesn't feel value.
- And the simplest option in handling the "Expensive" objection is you say:
- Okay, let's pick a cheaper option!
And you choose a less valuable option, he can take one, but there will not be this one, this one, this one, this one, and this one.
“It may be useful to you, and it may be useful to you in such and such a situation.
Can be compared to simple example: computers. There is a budget computer. If you open 20 tabs in your browser at the same time, then your browser will slow down and work slowly. And another computer, more expensive, will work great.
- It happens that the client says to you:
- Expensive.
And you understand that he saw somewhere cheaper. You are asking:
- Okay, I understand that you have already compared with something somewhere? Yes?
Ask confidently. No need to ask compared to what. This now causes rejection, and customers perceive it as rudeness.
- I understand that you have already compared it with something somewhere? Yes or no?
That is, you give the client a choice. If he immediately says:
Yes, I compared. There are cheaper ones.
Here important point, if he knew your approximate price order, but came to you, then most likely he is interested in your offer in some way.
- Well, you knew the order of prices, you knew that we have a little more expensive. Why did you decide to come to us, to see our version? What do you find most interesting about our products?
You calculate the key benefit and hyperbolize it accordingly.
“We don’t have money” rejection technique
I am often asked:
- And how to respond to the objection "We have no money"?
It's probably happened to you too.
Immediately cut at the root:
“Oh, we don’t have money, we don’t want to buy anything.
You first need to find out if the objection is true or not:
- Okay, but as I understand it, if there was money, then we would discuss all this with you. Yes?
— Yes, then perhaps we would be interested in it.
“Okay, great, but the money may come in the future. Now there is a crisis, tomorrow there will be no crisis. You know, one client told us yesterday that there was no money. And there was no money in the account, in general, by zero. We discussed options for the future with him, and two days later the debtors sent him a receivable. Accordingly, he immediately called us, and now we are concluding an agreement with them. Perhaps you will also have money, and for the future, let's discuss to know who offers what. Moreover, 5 minutes for a conversation, I think, will not take us more.
- OK good!
And you are discussing. Now your the main task- to interest the buyer. The money is most likely there, and this is a false objection. But, you know, what's the point? If he said: “There is no money”, then after this refusal, even if your offer is very interesting, the client will not be able to buy from you. Imagine he says:
- No money.
- Don't worry, let's, I'll offer - you look, and we'll figure it out there.
- Yes, let's do it.
You offer, he thinks: “A really cool offer, worth buying, really worth it! Oh, I said that there is no money, and what to do? I will look like a liar! No!" and says:
- Let's go later! Fine?
And that's it, and you lose customers. But! You speak:
“Perhaps there will be money. I had a client who had money in a matter of hours because you were paying accounts receivable. Probably, you will also be paid something today, and money will appear. Could this be?
They say:
Yes, there is such a possibility.
Now, if the client is interested, he can agree. Say, for example, that the receivable was sent. That is, you suggest to him a way out of this impasse, how to get out of it, so as not to seem like a deceiver.
All that managers need to learn while working with a client is to master the techniques described below, to see behind the "hidden" objections of his real doubts or concerns and work with
Dealing with Objections: 5 Steps
1. Listen to the client
This is one of the most important steps. Unfortunately, this does not always happen. After 4-5 objections, a manager, even an experienced one, may not have the patience.
However, don't play psychic. Listen to the end of how the client objects and what he says at the same time. You don't know exactly what will trigger your successful trade.
The practice of sales also knows many cases when a purchase was made simply at the stage of sympathetic active listening to his troubles and pains on the part of the seller.
2. Understand the customer
The process of "understanding" the client does not mean that you agree with him. It is extremely important, before you start working with an objection, say the phrase: "I understand you." These words have the power of liking a person for several reasons.
- This phrase is rarely used in real life.
- Few people really seek to understand the buyer
- In everyday communication, understanding and agreement are not the most common thing.
Therefore, the manager’s words “I understand” are almost 100% likely to break the usual pattern. However, in order not to run into the answer “Yes, what do you understand,” immediately smoothly proceed to the next step.
3. Join a client
At the “attachment” stage, do the work so that the client is imbued with trust in you. It is necessary to explain to the buyer what exactly the seller “understands”. As a result, you get a credit of trust and a chance to sell. Let's take an example.
- Your prices are too high.
- I understand you. You need to find the best value for money.
- You have a low quality product.
- I understand you. It is important for you to figure out which model will be most suitable in your particular situation. Let's figure it out.
4. Give a counterargument
From this stage, verbal work with clients begins with the help of logical methods.
- Your price is high.
— Yes, our price is not the lowest on the market. True, with our extended warranty period, you will save in the end. And if you buy a cheaper model, then there is every chance that it will fail when the warranty period for it has already expired. Tell me, do you need to save right now or still save within three years? If within three years, then our price is much lower than any of the competitors.
5. Clarify if there are questions
After dealing with objections, you should ask, “Do you have any more questions?” If the problem is not closed, start from the second step.
— No, it is still important for me to save now.
- I understand you. Maybe the price is too high for you right now. Correctly understand that you need to find some more suitable solution or payment format. In principle, we have the possibility of installments. Then now you will contribute only a small part, for example, 100 thousand. And then pay 900 thousand. In any case, it is more profitable if it is important for you not to spend a lot of money now. In another company, you will have to immediately lay out 700 thousand. Yes, in the future you will pay a little more, but now you will seriously save. Are there any questions? Or can we discuss installment terms?
These steps must be repeated several times. At least three. On the other hand, you don't have to go for the record 10-20 times.
Dealing with objections: deal with latent objections
The objections themselves can be subtle and vary by industry. However, there are typical, especially characteristic for:
- "Expensive"
- "I will think"
- "I'll call you back"
Clients do not always openly express their doubts and may "hide" the real reasons for the refusal under these phrases. The task is to identify them and help the buyer make the right decision for himself.
So, when a person says "expensive", it can mean:
- "give a discount",
- "make it cheaper"
- "competitors are cheaper."
If you are asked for time to think, start "thinking" immediately with the client, as what you are really being told is:
- "not now",
- "I will think",
- "postpone"
- "I need advice"
- "Give me a break"
- "I will consult"
- "Let's go next week."
When the words “I’ll call you back myself” are on fire for you, then this is the result of some kind of mistake in the early stages of working with a client. Probably, the manager simply could not win the trust of the client.
But even in this case, you need to get a specific date from the buyer when he plans to call back / make an appointment / give an answer. If the client continues to pull the rubber, then you can apply a little pressure.
A phrase that a manager can use: "Understand, I do not want to be intrusive, but our offer is valid until xx."
Tactic #1: Gratitude
Say "thank you". Always thank the counterparty when he puts forward his arguments. Do this because "thank you" is the link between resistance and closing the trade.
It is important to remember that an objection is always better than a firm no. 'Cause this is where you can start new circle sales.
There are a million examples where a friendly “thank you” dispelled the anger and frustration of the buyer. And having received such a positive, he could feel happy again, which means he was ready to buy.
Tactic #2: Empathy
Dealing with objections in the spirit of empathy is not an easy task. This feeling is conveyed at the level of tone and sympathetic reaction. Empathy gives the client a sense of the importance of their problems and takes the conversation to a new, more personal level of communication.
Confirm that you are aware of his problems (and you are, because you hear this twenty times a day). For example: “I often hear about it. And this is really very sad. That is why I am talking to you. I'm sure we can help."
Tactic #3: Disclosure
In objection handling, disclosure of a prospective customer implies that the salesperson makes room for that disclosure. That is, as it were, "removes" itself and raises the client's problems to a high level.
Verbally, such a process is expressed in the fact that a person is asked open-ended questions that do not require “yes” or “no” answers.
It's not as easy as it seems. And if you feel that you are starting to lose the thread, you can behave like a four-year-old child, giving out: “Why?”.
Tactic #4: Ask, Clarify, Summarize
Dealing with objections involves a lot of open questions to the buyer. It is estimated by experts that it takes about 4-5 "layered" requests to understand the essence of the objection. That's why:
- keep asking open-ended questions;
- clarify, only tactfully and intelligently, with a person if he begins to pour professionalism;
- once you get the gist, summarize what has been said.
Tactic #5: Show them the benefit
This tactic is also used when working with objections on the current database. As a result of the “disclosure” tactic, the seller receives information about the counterparty and its “pain”.
After the pain is identified, it needs to be translated into the language of numbers. This works especially well in the B2B segment. What exactly does a potential buyer lose by not purchasing the proposed product.
- Loss of profit
- Waste of time
- Loss of pleasure
- Health loss
- Customer dissatisfaction
- Staff turnover
When “pain” is correctly defined, it can be amplified and logically multiplied by drawing pictures in the person’s head of unpleasant consequences for him. And as an anesthetic, offer your product, which will solve the problems of the client.
If the buyer continues to object, then the pain has been identified incorrectly and you will have to continue asking questions.
Sales Objections: Be Proactive
The main thing that an employee needs to understand about sales is that handling objections is a natural part of the process. And if he has reached this stage, then there is a considerable chance to close the deal.
Therefore, objections cannot be answered in a reactive manner. That is, without proper preparation. Working with objections involves typing them into categories and preparing a response. This is what is called a proactive stance.
You can even scatter all the objections into already understandable categories.
- Budget – reference to lack of funding,
- The authorities - a reference to the need for coordination,
- Time is a reference to its absence,
- Lack of need - here the SPIN technique is needed.
The most important thing that the seller must achieve is to convince the potential counterparty that he cannot and should not deny himself the benefit / savings / enjoyment of living without the proposed product.
HPV language (characteristic - advantages - benefit). This is the language of the buyer. He doesn't need product features. He is not even interested in its abstract advantages. The client wants to understand what benefits the purchase promises him and what problems it will solve.
It is very important when dealing with objections to be "included" in reality. You will not be able to complete this step automatically. It always connects well-played or real feelings, backed up by effective scripts.
Do not forget that objection handling should be done in practice, not learned in theory. Managers must know everything possible options answers and confidently apply them in their work.
“Expensive, no time, I’ll think about it” - objections in sales are different, and each time they mean that the deal is about to fail. But the situation can be saved if the client's doubts are correctly processed. We have analyzed typical examples of objections in sales and prepared effective options for responding to them.
An example of competent work with an objection
If you are just learning how to work with clients and their doubts, take a walk through the regular market. This is where the real battles unfold!
Morning, milk row and four women with identical bottles of farm milk.
- How much does a liter of milk cost?
- 100 rubles.
- Why is it so expensive? It's even cheaper in the store!
- Pasteurized in the store, but I have fresh, in the morning the cows were milked. Everyone here is in the evening. Save a couple of rubles, and it will turn sour by the evening. Do you need it?
- Um, no. Okay, let's go for 2 liters.
Now imagine that the thrush began to resent: “But is it really expensive! You haven’t seen expensive milk yet!” The buyer would turn around and go to another seller. But the farmer knows how to deal with objections in sales, so she has more revenue and regular customers.
This simple example shows that objection handling in all areas. Now let's move on to the complex world of offices, phone calls and online stores, we will analyze in detail the main objections in sales and the options for responding to them.
Dealing with Objections in Sales: 15 Examples
Price objections
The most common, especially in retail sales. The client says: "It's too expensive" and leaves to look for cheaper. The manager's task is show the buyer the value of the product so that he sees that the purchase is worth the money.
How to answer
| Advice | Example | |
| 1. | Find out what the client is comparing to. Prove that your product is better and talk about the benefits. | If you think that this product is expensive, then you have found a cheaper analogue. Is it really as good as this one? |
| 2. | Agree. And then tell that for this high price the client receives a solution to his problems. | You are right, it is expensive. Many customers are unhappy with the price, but in return they get (…). |
| 3. | Break down spending by week, month, year. This is a good technique for dealing with objections in sales: the client immediately sees what he is saving on, and the amount no longer seems so scary. | I agree, 24 thousand is expensive, but if you break this amount into a year, you get only 2 thousand rubles a month. |
| 4. | Make sure the price is the only thing that confuses the customer. He may not be satisfied with the characteristics of the product or the warranty period, but he clung to the price and does not want to understand anything. | Is price the only thing stopping you from making a purchase right now? |
Dissatisfied with the product/service
Another common customer objection in sales is that the customer may not like the product, shipping terms, design, whatever. The manager needs find out what the problem is and focus on the main advantage.
How to answer
| Advice | Example | |
| 1. | If there were problems with the delivery, apologize and talk about what caused the difficulties and how you solved them. | Yes, we had problems with delivery, but we changed transport company and improved the service. Now we personally control all stages of order transportation. |
| 2. | If you didn't like the design, talk about its benefits and how customers react to it. | Yes, the design is non-standard, but we ordered it from Lebedev's studio. Now it is one of the best selling products. |
| 3. | The client doubts the quality of the goods and the reliability of cooperation. We need proof. | We have all the certificates, testimonials from our customers, Thanksgiving letters and a list of guarantees that we provide |
| 4. | The buyer absolutely does not like the product itself. The technique of objections in sales in this case is based on indirect persuasion. You no longer convince, but at the same time casually report what the client is losing. | It is a pity that you will not be able to appreciate (...), which became our hit this fall. |
Excuses: “no money”, “no time”, “I will buy later”
If the client used one or all of the excuses at once, consider that there is now a wall between you. And how to work out objections in sales, if the client is only waiting to be able to leave? To get through to him point out the strong advantages of the product, make profitable proposition use the triple yes technique.
Source: memesmix.net
How to answer
| Advice | Example | |
| 1. | Offer a discount. | It's a pity, but right now we have a 60% discount on this product. |
| 2. | Hurry the customer. Say that the price of the goods is increasing, it is better not to delay the order. | Think, of course. But I want to remind you that tomorrow we are raising the price by 20%. |
| 3. | Specify what exactly does not suit the client. Maybe he misunderstood something. | What exactly didn't you like? Maybe you are confused by the price or quality of the goods? |
| 4. | Ask questions that the client will answer yes to. The triple-yes technique for dealing with customer objections in sales sets the customer up and leads them to buy. |
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Immediately says "no"
How to deal with objections in sales if the client immediately says "no" or brushes off the standard "I'm just looking"? You can leave him alone, or you can establish contact.
Dealing with customer objections is an interesting and even exciting stage of negotiations. They occur almost daily. How to get out of the situation as a winner? In today's article, we will look at one of the most popular examples of objections - when the client says: "I don't need anything."
1. "It" is forbidden to do when dealing with objections
"I don't need anything" - these words act like a cold shower. After this, you want to move away and stop communicating. This is the mistake many novice sellers make. If you work out the objection correctly, there is a chance to close the sale.
In 9 out of 10 cases, the “terrible” phrase sounds at the beginning of the dialogue. So the visitor usually fends off the first question of the seller. This is not even an objection, but defensive reaction to a stranger's attempt to strike up a conversation. In addition to the usual fear, there may be a thousand and one reasons for not engaging in a conversation with you. We are not allowed to guess them. But it is in our power not to push him to “nothing is needed”:
- Do not press on the visitor as soon as he crossed the threshold. Give 5-6 seconds to get used to the place;
- The buyer perceives the space in front of him as personal. Don't get in his way;
- “How can I help you?”, “Maybe something to suggest?”, “Looking for something specific?”, “What do you want to see?” "What will you buy?" - sales killers;
- Don't sell on the first offer.
Use the multi-touch technique to establish contact. A customer enters a furniture store. You smile and say hello (Touch #1).
Passes into the hall and stops at the front for the kitchen. You (as if by the way): “Made in Italy, natural array, walnut, oak, ash, cherry... (Touch #2)."
Pulls out drawers. You: "Look how well the fittings work (Touch #3)." We smoothly bring the visitor to the dialogue and, in passing, demonstrate expertise.
After three or four visits, he is ready to communicate.
Increase customer loyalty with the Business.Ru CRM system. In the program, you can save all information about communication with the client: phone calls, correspondence, execution of contracts.
2. Examples of working with objections in sales
The principle of aikido - retreat to win - works in trading as well. Let him know that you will not push. “Yes, yes, of course (I won’t impose)” will relieve the first tension. He breathes a sigh of relief, and you make a second run.
Experienced salespeople recommend the following scenarios:
- Distraction - we envelop with unobtrusive care: “Yes, yes, of course ... here we have jeans with discounts. Here is the latest collection. Fitting room straight down the corridor and to the left”;
- Printing: “Take the booklet. Maybe it will come in handy later. (Beret) Let me explain...”;
- One question: “... I won't bother. Can I just ask one question?" As a rule, clients are ready to answer it. Just do not ask directly: "Why?" - "Because": and the conversation is over. If you want to get to the bottom of the reasons, pretend respectful surprise: “I beg you, please explain why you don’t need anything?”;
- Clarification: “Did I understand correctly that you don’t need anything and you came to us just like that - out of curiosity - to see what we have?”;
- Alternative: “You don’t need it, because you have it and or don’t use it in principle?”;
- Herd instinct: "... everyone just buys as a gift ..." In the head of "Mr. no" the toggle switch clicks: "Everyone takes, so it's a worthwhile thing." We consolidate the won position: “A truck arrived on Friday, they scattered it in two days.”
Top 5 Best Selling Techniques. Video
3. Aggressive objection handling techniques
Sometimes there is no time for curtsy and you have to go on a frontal attack.
The most common technique is blow for blow. Having heard “I don’t need anything”, we ignore it and continue the presentation as if nothing had happened: “Here, pay attention to our collection of car rugs ...”.
The calculation is that the buyer has already used up the emotional charge for the first “not necessary”, and for the second he will need recharging. In the meantime, it is weakened, you wedge in with your offer and squeeze it for sale. The chances of success are 50/50.
Another aggressive technique is proof: “How can I convince you that you need it?” For the thrill of sensations, you can add a competitive element: "And we bet that ...?".
- The probability will increase if one of the three pain points is hit: fear, greed or vanity: “This is the last skirt. Quickly sorted out ";
- “And if I say that we have a discount on these kitchens now”;
- “What a pity, but I was just about to offer you a cashmere scarf. It suits your eyes so well. Show?".
In addition, it is important to constantly monitor analytics, monitor the results of managers, the calculated indicators of active sales, and the quality of order processing. All this allows you to do CRM-system Business.Ru.
4. How to handle objections with humor
The joke helps to relieve the tension that has arisen between you and the buyer: “When I see a person who does not need anything, I understand that he needs everything.” A replica of the character from the movie "The Man from the Boulevard des Capucines" will go to people over forty.
To reach younger audiences, go through popular memes, new movies, and rap battle lyrics. The main thing is that it does not sound non-standard. But be careful. God forbid the client thinks that they are laughing at him. So it's better to joke about neutral things.
5. Working out the objection according to the script: “The end and the beginning again”
Suppose the phrase sounds after the presentation. I have two news for you. Good - since the visitor listened to the end, something hooked him.
Bad: The presentation missed the mark. One of two things: he did not see any value in it for himself, or some other objections are hiding behind “no need”.
At this stage, it is important to identify the potential of the buyer.
Let's use the already familiar alternative: "In principle, you do not need this table self made, or would like to, but there are some other reasons.
The first option is to politely say goodbye: the game is not worth the candle. If "other reasons", we pull them out into the light
- “You are not satisfied with something specific”;
- "What (reasons), if not a secret";
- “Why do you think it won’t fit”;
- What needs to be improved to fit.
Whatever you ask, the right attitude will do half the battle for you. Do not hesitate for a second: this client is yours. Those who really do not need anything would hardly cross the threshold of your store.
Customer objections and dealing with them
Conducting trainings in St. Petersburg, such as sales training, customer negotiation training, etc., the most popular topic is always working with objections. In this article, we provide specific recommendations on how to respond to customer objections to a sales representative, using the example of working with stores.
Customer objections are not an obstacle to achieving your goal (selling products), but a sign that the client is interested. People who don't mind don't feel any emotion towards our products and therefore won't place an order for them. This is one of the main ideas that we are trying to convey in tough negotiations.
If you hear that the client expresses objections, then you are "going in the right direction." Treat objections as an integral part of your ongoing sales journey.
Rules for dealing with objections:
- Customer's objections listen. It is possible that it is enough for the client to say them out loud and understand that they are groundless. By listening to them, you thereby show the client that you are not afraid of them.
- When responding to objections you can't be nervous and get annoyed.
- To more accurately define true reason objections of the client, it is necessary to ask clarifying questions. It is best to use open-ended questions.
- Try to flip paraphrase objection of the client in such a way that he himself had to answer his own objection. The most convincing response to a client's objection is their own response.
- Agree with his objections, and then refute. You can not use the expression "Yes ..., but ...". Use expressions such as "At the same time..." or "On the other hand..."
- It is impossible to proceed to the processing of another objection of the client without completing the work with the previous one and without receiving from the client confirmation about it directly or indirectly.
- Having worked out the client's objections, bring some results. Here the objections of the client and the arguments with which he agreed should sound. And it is better to speak at the same time, using the words of the client, which will give him the impression that he himself makes a decision, i.e. without your pressure.
- Unfortunately, there are times when the client still remains in his opinion and does not want to place an order. Don't get upset!“If the client “ripens”, he will not go anywhere and will come to us again.” If the client's need for this product increases, then he will unconsciously seek to buy the product where it was comfortable for him to communicate.
Please note that this is the most simple circuit objection handling on we talk about how you can make a deal bypassing objections, ignoring it or anticipating it, but this is already for advanced negotiators.
Some objection handling techniques based on practical experience are given below:
a) Our competitive advantages , i.e. processing customer objections by explaining the benefits of our product and services - our "pluses". But all of them should be based on knowledge about quality, packaging and distinctive features each specific product. They can only be obtained by participating in trainings, tastings and product presentations.
What can be a competitive advantage:
- Wide range of products.
- Good tasting product.
- High quality product.
- Packaging of products (individual commodity items) is convenient, beautiful, different from the previously known.
- Free delivery for a group of promising (related) products (glazed curds are an exception).
- Some of our headings have a lower packing (quantity in one package) than other companies providing similar product names (if the supplier has informed us about it!).
- There are headings in which we have more than low prices than competitors, or a longer shelf life (if reported by the supplier!).
b) Client pressure technique– when presenting our product to the client, offers are used that have hidden pressure on him, for example: “It will end soon” or “It will rise in price, today (now) the supplier gives us exclusive prices”, or “Fresh bottling, and therefore a long shelf life” (provided that you own this information).
c) Technique of personal influence. This technique looks like a personal request, i.e. You persuade the client to take this or that product, if during the conversation and taking the order you felt that you had a good relationship with the client.
d) Leveraging previous client experience- telling a client about a product, especially if he is not familiar with it, you begin to compare it with the name or taste, packaging, etc. already known to him.
magic words
When offering a product to a client, you sometimes use “magic” words that help you in your work and complete the task, for example:
- “try” - here, how would you suggest a client not only to buy a product for him outlet how much to taste it personally;
- “many take”, “is in great demand” - here you emphasize that the product is popular and generally recognized.
As practice shows, there are many objections that Sales Representative. We have tried to collect the main claims, and offer answers. We hope that they will help you in your work.
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Shop objection |
Possible answers |
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Your products don't sell well. |
In this situation, as in others, you need to mentally disengage from the desire to argue. It is necessary to agree with the opinion of the client and translate the conversation into a constructive direction. Argumentation examples. Yes, it's possible. But let's figure out why together and try to solve this problem. Maybe the rack is in the wrong place. Yes, it's possible. Let's take a break for a while, and then we will agree on a new order. I will come to you.... Yes, it's possible. In my experience, there are favorable times for ordering products: Monday, Thursday and Friday. Let's try to accept the goods these days and see the changes. |
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Your prices are too high. |
Absolutely agree with you. But our products are bought. It's important that the product sells, right? Yes, it's possible. There is a pattern, isn't it, that the higher the quality of the product, the higher the price. ü Of course, this is a new product. Now there will be advertising on TV. We are now placing our products under this advertisement. |
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We do not have money. |
We can offer you an exceptional situation - deferred payment. With good stores, we are ready to solve this issue. ( But! Be careful. This can often be a shop trick. Check whether there is never any money at all or the store is now in such a situation). We can offer you this option of cooperation: You will order products "P" for 500 rubles, and 500 rubles. to companion. In this case, in fact, you will pay 500 rubles, and the rest - with a delay. (In this case, be careful, the store may “forget” about the delay. Take control of this store). In the event that this is a new point, you need to give the following information to the store: "We have certain conditions working with a new point. The first two months we work only on the fact. This is our rule. Then we consider the transition to other forms of work. |
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Your products are sold slowly (for example, processed cheeses, cream, shelf-stable milk). |
It is difficult to invest in products that sell slowly. But the customer does not walk into an empty store. By expanding your assortment, you increase your turnover. We are ready to grant you a grace period to accommodate your customers. Yes, it's possible. Let's try to figure out why... Usually, a large markup is made on long-term storage products in the store. So, you have the opportunity to earn more, right? You are interesting to us as a partner. We can grant you a grace period for certain period eg for 5 days. |
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We have a shortage of refrigerators in the store. |
Yes, I've already noticed this. But we have a lot of products that do not have to be stored in the refrigerator. There is always a little space for a good product. And Petmol has always been considered a good product. Let's try to order our products. Choose what would be more convenient for you to do it instead. If now it is no longer possible, let's agree on a time when I will come to you ... " ü Company "P" has its own refrigerators for certain brands of products. For example, "Tyoma", "Prostokvashino". At the moment, we have all the refrigerators already distributed to the stores. But if any of the stores violates the obligation to use, we will have you in mind. I understand your concerns and will definitely keep you in mind. ( You can offer the store the phone numbers of companies involved in the supply of refrigerators, or look for information yourself.). |
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We buy products on the market ourselves, prices are lower there! |
I agree with you. Market prices are lower. But you are wasting your time and your money on gas. With us you can buy everything at once in one car, we have a rich assortment, take a look! Yes, the prices are lower. But what about the accompanying documentation (documents for accounting)? |
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Your product is not "promoted", our customers buy traditional brands. |
Statistically, on average, trademark"Lives" 3-3.5 years. And sometimes even less than 1 year. Buyers will quickly get used to this brand. |
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We already have a wide range of similar products (for example, sour cream). |
Yes, you have a wide range. And with a new product, you can attract the attention of buyers! Moreover, the trading area allows you to do this. Customers like it when the store has a wide range of products. The range is never too much! If yours is not selling very well, let's see how it is located for you. Adding new products always increases sales. |
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This product is considered expensive by the buyers. It won't sell well. |
Bad, but for sale. IN good store both cheap and expensive goods should be presented. Assortment question. Have you tried selling similar products? Let's get a look. We have a commodity place of 12 pieces, the implementation period is 3 months. For 3 months the goods are guaranteed to leave. You can try to set a condition that if at least 1 piece is not sold in 1 week, we undertake to pick up the rest after the expiration of the sale period. After that, buy 1 piece yourself. |
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We only need Petmol. "Companion" is not interested. |
One of the important criteria of work is the reliability of the company. Working with us on Petmol, you are already convinced of this. We will also supply related products. Moreover, we offer you a delay. |
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Next time |
o Why not today? Take with fresh terms! Take control of the situation and agree on the timing of the order. |
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Very late delivery, not convenient |
I'll figure it out and try to make it sooner. Daily or random? Please call our Hotline. There are issues like this. (In fact, they most often refuse early delivery when there is no one to take the goods). |
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You are offering an expired product! |
Pay attention to this the next time you receive the goods. And if there are problems, then I, your sales representative, will deal with it. |
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Too much "stuff" |
This issue is being resolved now. There will be an assortment box. Let me try to negotiate with a nearby store. He takes two places. And you can sample a few. |
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Sometimes you deliver goods not in full and with incomplete term implementation. |
ü When was the last such delivery? Let's transfer and correct orders through me. Or try to make a standard order, standard orders are always served out of turn. As you can see, there is different variants. Choose the most convenient for you! According to the terms of the Agreement, we can bring products with a term of up to 70% of the base. The store has every right to refuse. |
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Many difficulties with returns in your company. |
We accept claims and accept returns. The main thing is that our rules are followed. I am ready to provide you with our "Memo" and give explanations. If all these are enough simple terms are observed, the difficulties will disappear. What products do you most often return? Expired or defective products? Let's figure it out... |
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We are thinking about it now. Now there is an action for the Prostokvashino brand. There is an advertisement on TV. The presence of this product in your store is the best advertisement for the product! This is a new product, it will be tasting soon. We will include you in the list of stores for it. |
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A typical order can only be corrected once a month. It is not comfortable. |
Yes, you can only fix it once. And you can make adjustments every day. I admit my mistake. Next time we will take a closer look at these positions. |
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If Petmol comes up with one more piece of paper... |
It's not a piece of paper, it's a document. I can comment on each item. |
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It's not tasty. So what if people buy. |
There are no comrades for taste and color. Each person has their own taste. If they buy, then they like it! And you yourself said that they are buying. So they will continue to buy. |
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You all want to crush yourself! Let others earn. |
Everyone wants to make money, right? If we have such an opportunity, why not take advantage of it? Who do you mean? |
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Inexpressive packaging design. |
Yes, it's possible. But, despite this, our product is sold. Packaging is not an indicator of product quality. For example, "Petmolino". Despite the discreet packaging, it sells well. |
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Low quality packaging. |
Now work is underway on this. We will systematically improve the quality of our packaging. Perhaps it mechanical damage upon delivery. |
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Are you completely falling apart? Already switched to the confectionery! |
We are a large firm. We are developing. This is our creative solution! Now almost all stores have switched to a mixed assortment. This helps the store survive. And we provide stores with this assortment. If you are an experienced negotiator, then for |
