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Handle Objections in Sales

Are Customer Objections Derailing Your Sales Teams?

Handle Objections photoIf your store associate cannot handle objections effectively, then progress toward sales outcomes stops. Data from assessing over 285,000 sales associates suggests that 74% of sales associates are average to weak. Investing in their capability to effectively handle the objections of retail customers can directly affect business results.

Store associates learn how to keep retail customers engaged in the sales conversation rather than selling through objections. Instead of worrying that a sale might be lost due to the objection and reacting; store associates discover that objections illustrate the retail customer’s buying process and indicate intention to buy.

How Our Handle Retail Customer Objections Program WorkMeeting Effectiveness 2 photo

Your sales associates begin by identifying the worse objections they receive. Sales associates then learn the nature of objections, different levels of acknowledgement and how to ask the right questions. Participants learn three objection handling techniques – naming, acknowledging and questioning. Then the real fun begins – sales associates practice solving the worst objections they face.

Practice truly does make perfect. So participants attempt responses to the same objections until one team cracks the nut. Learning and celebration both increase the confidence of your sales associates. The responses to the objections get written down so sales associates create their own job aid specific to their retail customers.

“An objection is not a rejection; it is simply a request for more information” – Bo Bennett 

Retail store associates who can handle customer objections effectively make more sales, improve the entire store’s confidence and increase store sales!

If your store associate cannot handle objections effectively, then progress toward sales outcomes stops. Data from assessing over 285,000 sales associates suggests that 74% of sales associates are average to weak.

Handle Objections in Sales
Benefits / Outcomes of Handle Objections in Sales
  • Confidently engage more retail customers
  • Improve the quality of the customer experience
  • Understand their response determines if a retail customer buys
  • Use product knowledge as the source of your best “forwarding” questions
  • Encourage retail customers to return

Check our other programs!

Handle Objections in Sales has been chosen by:
Microsoft  American Express  Rogers  Canadian Olympics 
Some of our amazing clients say:

Kevin Bremner, Wind Mobile


“I felt the program was very insightful! I came away with a different way of handing customer issues. Moving forward, I will have a better understanding of providing best possible customer experience.”

erene Hazineh, Regional Accountant, Remax


Very insightful and learned techniques that can be applied in all aspects of life.”

Frequently Asked Questions about Handle Objections in Sales

How long does a typical Handle Retail Customer Objections program last?
Between 2 and 3 hours and longer when paired with Communicate Naturally for Retail Stores. Learn2 designs are modular so most can be conducted in a half day or less and expand with additional learning and application.
How many can participate in Handle Retail Customer Objections at a time?
We delivered this program for Cadbury for 500+ participants. This program can expand by using additional coaches which allows more participants to engage and receive the same learning at the same time.
Handle Retail Customer Objections seems, well… wildly different! Are you sure my participants won’t think it is silly?
Store associates, district managers, sales people, lawyers, accountants, engineers, executives, and coaches say no. The main activity of solving the sales associates most difficult objections guarantees engagement. The collaboration within teams increases learning and the competition between teams ensures that all learning types receive multiple opportunities that are best suited for them to engage.
What kind of space do we need for Handle Retail Customer Objections?
The program works best in large rooms with tables and open space to allow room for participants to collaborate and compete.
Can Handle Retail Customer Objections accommodate those with disabilities?
Handle Retail Customer Objections activities achieved results with the Special Olympians with minor accommodation.
How much does the Handle Objections activity cost?
Prices vary, based on length and # of participants. Many clients are shy about sharing their budget. However, if you don’t share your budget with us, we could quote an activity that is different from what you budgeted for. A smaller budget may mean there are fewer bells and whistles, but you can still get a big bang for your buck!