The categories of objections

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Home Credit China

5.Time
Hesitaton to buy immediately.

4.Price

sometmes this is only an excuse
other tmes it can be a real objecton

3.Source
Customer has a confict between wantng something and not truly needing it

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Based on the product itself : constructon , quality size , appearance , style

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Occurs because of negatve past experience with the frm or brand

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More common with high quality, expensive merchandise

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2.Product
1.Need
According to the performance:

The categories of objections


Common method to handle customer
objections

compensaton

Contrast method

method

Conversion method

The method of handling customer objectons

Home Credit China
This item's classification is Internal. It was created by and is in property of the Home Credit Group. Do not distribute outside of the organization.


Compensation
Compensation method has another name which called balance approach. It is a kind of method which SA use the outside sales personnel and other benefits to compensate
customer.

Let the customer “win”
Present
Discount

Home Credit China
This item's classification is Internal. It was created by and is in property of the Home Credit Group. Do not distribute outside of the organization.


Compensation
Case study:

Customer

Your product is too expensive!

You satsfed with this phone either from the appearance or functon, and it is the fashionable style in this year. Actually you just
SA

need to spend 1.2 Yuan, you can own this mobile phone. By the way if you apply installment to but this mobile phone you can
partcipate our “sweepstakes”

Home Credit China
This item's classification is Internal. It was created by and is in property of the Home Credit Group. Do not distribute outside of the organization.


Conversion

Conversion method means used approach; Sales person make use of successful factors of customer objections and concert it into his own point to eliminate
customer objections ,persuade them accept the sell.

Note:
First of all, you should show your acceptable and understanding on customer objections

Use facts and reasons to deny customer objections

Home Credit China
This item's classification is Internal. It was created by and is in property of the Home Credit Group. Do not distribute outside of the organization.


Conversion
Case study

Customer

Your service is inconvenient, why should I take photo?

I understand what are you concern? Actually ,we just need customer provide only two materials ; Photography is a manifestaton
SA
of our company's tght control of risk. We take picture for customer is to make sure it is customer himself applied loan, to avoid
disclosure of personnel informaton and arising some unnecessary troubles.

Home Credit China
This item's classification is Internal. It was created by and is in property of the Home Credit Group. Do not distribute outside of the organization.


Conversion

Case 2 ：

Customer

You have handled quite a long tme, I have been waitng so long?

I am very sorry to let you wait so long, actually only our company can verify customer’s informaton and provide loan in such short
SA
tme. Applicaton by bank must be at least several days.

Home Credit China
This item's classification is Internal. It was created by and is in property of the Home Credit Group. Do not distribute outside of the organization.


Contrastation
Contrast method is a kind of method which SA list our product’s advantages to compare with our competitors to persuade customer to accept our product .

Familiar with our product

Know your competitors product.

Home Credit China
This item's classification is Internal. It was created by and is in property of the Home Credit Group. Do not distribute outside of the organization.


Contrastation
：： 1 ：

Customer
What the difference between your product and credit card?

I can understand your meaning.

①

Credit card needs to apply in the POS of bank, and then the banker will send all of your documents provided to the main center to audit. The approval result will be
gained after several weeks. It means you cannot apply and use it to buy product in the same day. But HCC’s installment only requires two documents and you can apply
in our POS immediately. The approval result will be gained within one hour. So you can use the installment to pay the product which you select after you get the

SA
approval result today.

②

Credit card’s limitaton depends on your income status. So the limitaton decide what price of product you can buy; and the number of monthly payments only can be
selected from 3 to 12. But the highest total loan amount of HCC’s installment can achieved to RMB 10,000, and the number of monthly payments is more fexible. You
can select from 6 to 24. Thus, you can pay for this product by installment.

Home Credit China
This item's classification is Internal. It was created by and is in property of the Home Credit Group. Do not distribute outside of the organization.


Contrastation
Case study2:

Customer

The down payment is too expensive.

Actually , if you pay more down payment , your repayment will be less in every month. For example , if you pay 400 down payment ,
SA
the service fee is……, if you pay 200 down payment your service fee is……..

Home Credit China
This item's classification is Internal. It was created by and is in property of the Home Credit Group. Do not distribute outside of the organization.


Other methods to handle customer objections

Other methods:

Prevent
Deny
cold
Question

Home Credit China
This item's classification is Internal. It was created by and is in property of the Home Credit Group. Do not distribute outside of the organization.


Discussion
Case study1: what kind of method does this sales person use ?

Customer said: It seems your refrigerator is not as good as AE license.

Compared with your refrigerator, AE refrigerator’s cooling rate is faster than yours, noise is also smaller, it has a large freezer

12 liters.

Sales assistant said: you are right, our refrigerator’s noise is bigger but it is in the scope of national limit and it will not affect

your family’s life and health. Our refrigerator cooling was slow, but it cost less power. And our refrigerator is enough to save a

family ‘s food. Our price is 300 lower than AE. We have 6 years long we can also provide -site maintenance.

Home Credit China
This item's classification is Internal. It was created by and is in property of the Home Credit Group. Do not distribute outside of the organization.


Discussion
Case study: what kind of method does this sales assistant use?

Customer: ：

I don’t need this kind of high-level cosmetics, I am losing age, I just want to protect my skin , may not be pretty as young people.

Sales Assistant: This is a kind of cosmetics which can protect your skin, young people’s skin is tender and vitality, general cosmetics is ok for them. People of older age is in

need of such high-level skin cream.

Home Credit China
This item's classification is Internal. It was created by and is in property of the Home Credit Group. Do not distribute outside of the organization.


Một số phương pháp trả lời hiệu quả

Giải tỏa lo ngại

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Phủ nhận gián tiếp – “Dạ, cách đây 3 năm thì điều đó có thể đúng, nhưng ….”
Phương pháp bù trừ – “ Vâng, đó là điều hạn chế, tuy nhiên thủ tục lại rất đơn giản và tiết kiệm nhiều thời gian cho A/C…”
Phương pháp nhu đạo – “Anh/ Chị nói rất đúng. Sở dĩ giá… của bên em như vậy là vì…”
Phương pháp Cảm thấy – Đã cảm thấy – Đã phát hiện (Feel Felt Found) – “Em hiểu Anh/ Chị đang cảm thấy thế nào…Những KH trước
đây đã từng cảm thấy như vậy, sau đó họ phát hiện ra rằng…”

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This item's classification is Internal. It was created by and is in property of the Home Credit Group. Do not distribute outside of the organization.


Giải tỏa lo ngại

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Phương pháp phớt lờ – “Em hiểu sự băn khoăn của Anh/ Chị. Theo như em đã nói…”
Phương pháp trì hỗn – “Em có thể trả lời sau 1 phút được khơng ạ?”

• Cố gắng hiểu vấn đề từ quan điểm của khách hàng – “Theo anh/ chị q cao về khía
cạnh nào ạ?”

• Phương pháp dùng câu hỏi – “A/C lại cảm thấy như thế nào ạ?”
• Chuẩn bị bản phân tích chi phí - lợi ích

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This item's classification is Internal. It was created by and is in property of the Home Credit Group. Do not distribute outside of the organization.