Inline Plastics Playbook v2 JUL-21

Managing Objections

• This objections response guide section has been collaborated with and developed together with our sales team. It is dynamic and will continue to evolve as new questions arise – please submit new questions and/or response improvement ideas to brand@inlineplastics.com. • This guide is based on belief that there’s hardly anything that goes on in a sales call that couldn’t be anticipated before one’s arrival. So it is wise to prepare and practice for the objections and tough questions that sales-person will have to deal with. • The primary reason your customer does not buy is his/her fear of making a bad decision. • Why do we get objections: o People do not like change

Types of Objections out there: • PRICE Your price is too high. / I need a better price. • COMPETITION We are using a competitor. / We only use (certified; approved; etc..) vendors. / You do not have enough experience. • COMPANY ISSUES Bad experience with this solution or your company. / The last time we used your company, the service was terrible. / Your way of doing business is too cumbersome. • TIME I’m too busy right now. / I don’t have time. / It’s not the right time. • SATISFIED I don’t need your service. / I’m happy with my current relationship/provider. / We are using a competitor. / We do that inside our company. • FINANCIAL CONSTRAINTS We have no budget. • STALL / INDIFFERENCE / BRUSH-OFF Let me think about it. / Decision making put off ‘til later. / Send me some information. • WRONG PERSON/NOT DECISION-MAKER I don’t know the answer. / I don’t make this decision.

o People do not trust you or your solution o Previous bad experience/bad reputation o Shortfall in developing HVNs (high value needs) • Managing objections guides:

S A L E S P L AY B O O K

o Managing objections is selling and good communication: “First, seek to understand, than to be understood” o Selling is easy if there is a true need o Qualify any objection so the focus is on the primary reason preventing from moving ahead o “No” does not mean “No, I don’t like you”, but “No, I am not comfortable with going ahead with the decision yet” o Think of objections as the details that need to be worked out o Once you have effectively answered an objection, continue with the presentation and … ask for the business!

CONFIDENTIAL INFORMATION – For Internal Use Only