P A C E
You will help the customer take a positive decision if you are able to:
Handle objections
1
effectively
Close with 2
confidence
An Objection is a point of resistance:
Usually caused by An opportunity for
lack of further discussion
information
It can come up at
Usually caused by
any stage in the
lack of
sales process
understanding
An Objection is NOT a REJECTION
Objections
Customers who raise objections can be categorised as:
10% Fence Sitters 20% Strong No
70% Need More Information
Objections
An objection is anything A query is just a question
the prospect says which about the product. It is
causes a roadblock in merely a request for more
closing the sale. information.
Understanding the difference is a key to
successful closing
Objections
REACT Objection is a
rejection
RESPOND Objection is still an
opportunity
Objections
Observe the following discussion
I think will have to
But you cannot compare
compare the products and
our wellness benefits with
talk to my son first
theirs. They don’t have
that feature
Yes true, they also cover a Sir, HDFC products may give
few existing illness you a cheaper premium, but we
are also covering existing
illnesses and giving you pay
backs
Yes sure, but I’m getting a
HDFC product at a Sir, you are getting so many
cheaper premium benefits in this product.
Like wellness benefits and
health returns
I think the premium is too
high
How many objections arose?
Why did this happen?
Objection Spiral
If you directly react to an objection, it creates another one. This is
called an Objection Spiral.
To avoid this, you should follow a model to handle objections.
This process is called:
F F F
But what is the first step to apply this model?
LISTENING
Listening
Let us test our listening skills
Listening
Good Listening Habits
Cultivate a listening Paraphrasing, because it
attitude: This involves involves reading back to the
01 06 speaker what was said.
empathizing, feeling,
and really Reflecting focuses on the
understanding the other emotion while paraphrasing
person's experience focuses on the content.
Focus fully: This refers to
nonverbal signals, such as eye
05 contact, posture, minimizing
Identifying the feeling
02 behind the words. distractions etc. The level of
interest is understood by the
speaker from these nonverbal
signals.
Reflecting the feeling
03 back by using phrases Ask questions: This ensures your
such as "You're 06 understanding of the speaker's
feeling..." or "Sounds thoughts and feelings, and secures
like..." additional relevant information.
Poor Listening Habits
Thinking about
01 something else while Prejudging from a
waiting for the speaker's 04 person's appearance or
next words or sentence. manner that nothing
interesting will be said.
Listening primarily for
02 facts rather than ideas. Paying attention to
05 outside sights and
sounds when talking to
someone.
Tuning out when the
03 talk seems to be getting
too difficult.
F F F Model
F FOUND
F
Then tell them that when
F the entire concern was
analyzed, everyone
found that it was actually
F a very good option to go
for.
FEEL F
First empathize with
your customer,
telling them that you
understand how they
feel. FELT
F
Ask why they feel
OR tell them about
somebody who felt
the same way
Now observe the following discussion
However, when they analyzed the net F
money outflow, they found that the actual
payment is much lesser than what it
appears. I’m sure you would like to know
YES
how? (Give a quick calculation on paper
highlighting the paid premium minus the
returns and monetary benefits)
YES
Sir, What you are feeling , quite a lot of
people felt the same
F
I think the premium is too
high
Sir, I understand that you feel the
premium is very high. Is this the only thing F
that is keeping you from doing business
Was there a difference? with me today?
Now let us practice handling a few more objections.
Write down all the objections you have faced till date
Take time to write down your responses.
Break into pairs and play the role of a customer and sales person.
Reverse your role for each objection.
After every role play with role reversal, we will discuss which
response went well and why.
No sale is complete unless without a perfect CLOSURE!
Sample 01
“Sir, I hope all your queries have been resolved. We promise that with Active Health, we will take
you a step closure to a healthier life and motivate you by providing exciting rewards and incentives.
We want to be your partner who not only is by your side in bitter times, but also help you avid those
bitter times by keeping you fit. (End with a closing technique) So would you like to go for 5 lacs SA
or 10 lacs?”
Closing Techniques
Summarize in sets of three item
Act as if the other person has made
Give two options to the client Ex: We keep our promise by offering the decision already
to choose you the wellness benefits, the health
.
returns and the hospitalization benefits.
Ex: So would you go for a 5 May I have your documents for the Ex: So, which bank’s cheque will
lacs SA or 10 Lacs SA same now? you be giving me Sir?
The Alternate Close The 1-2-3 Close 3 Affordable Close
No sale closure is complete unless you ask for
REFERENCES!
References
• Take Reference at the time of closing the sale
• Take reference while meeting him for Active health app registration
• Generate min of 5 references from each closed sale
• Opportunity for a reference every time the customer is met post sale
Consolidated Role Plays
• Now let us practice the entire sales process in one go
• You have a few customer profiles in your work book. Study them
• We will have 4 role plays first.
• After that we will break into pairs and play the role of a customer and sales person. Reverse your role
after each attempt
• Try to cover 2 profiles only of your choice.
• No two pairs will have the same profiles
• After every role play with role reversal, we will discuss which response went well and why.
P A C E
Just A Nose Ahead
Now Picture This….
Your role as an ambassador of our
You have identified purpose does not end at closing a sale
customer needs
As an ABHI Elite Sales team member, have
you delivered our purpose?
Pitched the right
solution
To empower and motivate
? families to prioritize health
and lead fulfilling lives
The policy gets
Closed the Sale
issued
Post Policy Issuance
• Meet the customer within 1 week from the policy issuance date
• Download Activ Health App & complete login process for all eligible
members
• Fix Health Assessment within 15 days from the policy issuance date.
• Explain Health Returns journey to customer and motivate customer to earn
Health Returns.
Activ Health Health
App HA Returns
Timeline 7 Days 15 Days 1 Month
Min
Benchmark 80% 70% 20%
Customer Health Active Sheet
Active Health Sheet
Customer Name
Policy Issue Date
FLS Name
No of Members
No of Dependent Members
Activ Health App - Total Health Returns
Member ID Name Age HA date HHS - RAG Date Earned
Build your Network
Name Phone No Source
