[SOUND]. Welcome back, I hope you are as excited as I am to move ahead in our journey knowing PSS selling technique. In the past video, your open-ended and closed-ended questions have reviewed a major unmet need of your client. So it's time to present the benefit that will solve the problem. What do you do? You agree with your client's need and this is called Supporting. Then, you present the benefit your product or service fulfills. The presentation of the benefit can be at two moments. During the questions, when a need arises that can be satisfied by your product or service. Or to introduce important benefits that can lead to the closing of the deal. Examples, I agree with you, important customer information deletion means loss of revenues. Our Surefire software has doubled the storage capability. Or, exactly our product was created thinking about this weakness, all competition have. So customer is ready to sign the order, right? Not so fast, some things may go wrong that will demand your PSS skills to be applied. This is because, sometimes, you have do deal with objections. Don't let objections discourage you, you can deal with them. Let's see how. There are different kinds of objections, and the first one being Skepticism. Skepticism happens when your customer likes the benefit you presented but thinks it is too good to be true. The client may say something like, I think it is impossible for our CRM system to have less than 0.1% error margin in synchronizations. So, you should follow this prescription, first reaffirm the benefit. Indeed our CRM system does have a 0.1% error margin in synchronizations. Then offer a proof, see this is statistics collected from our customers show this very low error margin can be achieved in real life. Finally, you expand the benefit. So Mr. Client, the very low margin of synchronization errors has been showed in real life. Customer data is preserved guaranteeing your revenues. Another type of objection is Indifference. Here the customer shows he or she does not care about the benefit you have offered. He sees no value in it. How you deal with indifference? You employ close-ended questions proving for unmet needs. Or you go ahead and close the sales and try to make the client react. You must show the indifferent client, he or she has in fact needs that can be fulfilled by your value offer. Going back to our customer relationship management system example. You might say, I can see that a big amount of data loss due to poor synchronization would not affect your company, correct? And the answer would be for sure, of course it would. You just took your client out of his state of indifference. Next, we have objections due to misunderstanding. It can happen when the client gets a negative impression about your product or service that is wrong. The way to deal with a misunderstanding is to repeat questioning, answer directly, clarifying the misperception, and offer the proof if needed. An example, your concern is that with our CRM system you would have to change to another cloud storage service, correct? Well, I'm happy to say our CRM system, we work with all the major cloud services, right out of the box. There's is a final type of objection, Drawback. Drawbacks occur when the customer perceives some disadvantage in your offer. This is how you should deal with a drawback objection. Repeat questioning, minimize the disadvantage and emphasize the relevant benefits of your product or service. An example, so you consider that Surefire's cost is much higher than competitors. Cost of course, has to be taken into account. Nevertheless, you will agree that the cost is minimal when compared to the lost of customer data. [SOUND] That took some work, but you have navigated around your client's objections and you are in a good place to get the order. How can you do that? Sorry, you will have to wait for the continuation of this lesson. See you in our next video. [SOUND]