OBJECTION HANDLING The word objection is enough to send shivers down the spine of all Sales people. The fear that you see when an objection arises in some is astonishing. Rather than creating uncertainty and negativity tackle objections head on. There is one certainty in sales and that’s you will hit objections. You will make a living out of sales, however; if you handle objections you will make a fortune. Objections are an opportunity for the professional sales person to answer any concerns or questions. Always remember that if a person is seriously interested in buying your product or service they have to object some where along the line. Treat objections as sign posts on the way to a sale. In my training sessions I go into more detail however; here are my main tips for over coming objections. CONDITIONS OR OBJECTIONS. Conditions are what the customer will or won’t tell you that is impossible to get around to make a sale. Conditions are things such as too old, too young, bad credit, wrong person etc. Most conditions can be dealt with at the beginning of the sales pitch or appointment by asking a few questions such as – “does anybody else have to be here?”, “is there any reason why you couldn’t make a decision today?” Listen to what the prospect is saying and in your mind decide if the prospect is telling you of a condition or objection. Find out if it is a buying condition or really an objection. If it is a condition then there isn’t much that you can do apart from test it out. Handle the condition as if it were an objection. Remember if there is no true condition and you don’t make a sale then you are to blame. DON’T JUMP IN It’s tempting sometimes to answer straight away when a prospect has advised of the objection however, be smart and buy time and evaluate the situation. Listen to what the prospect is saying to you. Always, always hear the prospect out. Never interrupt or talk over with an answer to the prospect prior to hearing them out in full. CONVERSATIONAL SALES Have a conversation with the customer rather than the sales pitch. Be clever and guide the customer around to what you want to say however; find out with good probing open questions their needs and match it in conversation with the product or service that you have. Once you have matched their needs deliver it without sales jargon by giving them the features and benefits, tell them why it solves their problems or how it enhances their lives and what it means to them. Example. "The High Definition Record facility allows you to record your favourite programmes whilst watching something else (feature) which means that you will keep all the family happy whilst watching football." (Benefit) I like to deliver my benefits with “which means that”. The point is give your prospects a benefit, a benefit that you have found that they need from your probing fact finding questions and time it right and deliver it in conversation. Remember Features = Tell, Benefits = Sell PRE-EMPT OBJECTIONSWe can and will face all kinds of objections at all points of the sale. We can choose a few things, handle the objection there and then, walk away (not advised) or pre-empt the objection. If you feel that you get a lot of objections in certain areas of your sales pitch or call mention the objection to the customer and over come it with an answer before it’s even mentioned! I.e. One thing that customers mentioned is that they didn’t like the colour however; we listened to them and now have more choice. SHOE ON THE OTHER FOOTThis is by far the most powerful and potent way of handling objections that I have ever learnt. It’s called shoe on the other foot. As it implies simply throw it back to your customer. This is what we must do: i. Hear the customer out = LISTEN ii. Question It = Take the Blame Yourself “just to clarify my way of thinking – repeat objection back”. “just so I know I have got this right – repeat objection back”. so you are confirming the objection and making sure that the customer knows that you have listened to them. iii. Get the customer to answer it for themselves. Objection = “I advertised with your company 5 years ago and never, never again it was lousy I had no results.” Sales Person = “if you sold advertising that didn’t work can i ask what would you do?” (shoe on the other foot) Customer = “I’d stop or change it.” Sales Person = “that’s exactly what we did Sir.” "What we did was......" Then go into what’s changed and why. Objection = “I had one of your lot on the phone the other day and they were very rude.” Sales Person = “if you were the owner of a company and you had staff that didn’t do their job properly can i ask Sir - what would you do?” Customer = “I would get rid of them.” Sales Person = “That’s exactly what we did.” The Shoe on The Other Foot technique can handle all objections. Just take a little time to think about your answer and then throw it back to the customer and get them to answer it themselves. Obj - I Don’t want to change companies. Ans – When you chose the company you are with now what did you look for? From the list given, match this to what you can offer and offer the benefits. Obj – “I can get that cheaper” Ans – “If you are in a competitive market what would you do?” They normally say reduce price etc… you can then explain that price is one way to go however; it could mean slashing quality or service. Once answered move on to close or consolidate that deal! CONFIRM AND SORT OUT This is a good one to find any hidden objections. Consolidate what you know. If you have pitched at length and advised them of a finance package, product the after care and prices etc. then simply go through it. Example. do a summary "So mr customer you have heard everything so you like the product, you like the finance package and you know you will get the best after care and prices?" great so can i ask what it is that is stopping you going ahead" if they then tell you something isolate it and then confirm back - so if i can sort it out you would like to go ahead? Once practised and put to work these objections handling techniques will have some of your prospects eating out of your hand. Good Luck and up those Sales. VIP Genie of Wealth Newsletter Sign Up to become a VIP Member for FREE and receive the Genie of Wealth VIP Newsletter every month giving you insider tips that only the experts know and special promotions all to Grow Your Business. 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Always remember that if a person is seriously interested in buying your product or service they have to object some where along the line. Treat objections as sign posts on the way to a sale. In my training sessions I go into more detail however; here are my main tips for over coming objections.
CONDITIONS OR OBJECTIONS. Conditions are what the customer will or won’t tell you that is impossible to get around to make a sale. Conditions are things such as too old, too young, bad credit, wrong person etc. Most conditions can be dealt with at the beginning of the sales pitch or appointment by asking a few questions such as – “does anybody else have to be here?”, “is there any reason why you couldn’t make a decision today?” Listen to what the prospect is saying and in your mind decide if the prospect is telling you of a condition or objection. Find out if it is a buying condition or really an objection. If it is a condition then there isn’t much that you can do apart from test it out. Handle the condition as if it were an objection. Remember if there is no true condition and you don’t make a sale then you are to blame. DON’T JUMP IN It’s tempting sometimes to answer straight away when a prospect has advised of the objection however, be smart and buy time and evaluate the situation. Listen to what the prospect is saying to you. Always, always hear the prospect out. Never interrupt or talk over with an answer to the prospect prior to hearing them out in full. CONVERSATIONAL SALES Have a conversation with the customer rather than the sales pitch. Be clever and guide the customer around to what you want to say however; find out with good probing open questions their needs and match it in conversation with the product or service that you have. Once you have matched their needs deliver it without sales jargon by giving them the features and benefits, tell them why it solves their problems or how it enhances their lives and what it means to them. Example. "The High Definition Record facility allows you to record your favourite programmes whilst watching something else (feature) which means that you will keep all the family happy whilst watching football." (Benefit) I like to deliver my benefits with “which means that”. The point is give your prospects a benefit, a benefit that you have found that they need from your probing fact finding questions and time it right and deliver it in conversation. Remember Features = Tell, Benefits = Sell
PRE-EMPT OBJECTIONSWe can and will face all kinds of objections at all points of the sale. We can choose a few things, handle the objection there and then, walk away (not advised) or pre-empt the objection. If you feel that you get a lot of objections in certain areas of your sales pitch or call mention the objection to the customer and over come it with an answer before it’s even mentioned! I.e. One thing that customers mentioned is that they didn’t like the colour however; we listened to them and now have more choice. SHOE ON THE OTHER FOOTThis is by far the most powerful and potent way of handling objections that I have ever learnt. It’s called shoe on the other foot. As it implies simply throw it back to your customer. This is what we must do: i. Hear the customer out = LISTEN ii. Question It = Take the Blame Yourself “just to clarify my way of thinking – repeat objection back”. “just so I know I have got this right – repeat objection back”. so you are confirming the objection and making sure that the customer knows that you have listened to them. iii. Get the customer to answer it for themselves. Objection = “I advertised with your company 5 years ago and never, never again it was lousy I had no results.” Sales Person = “if you sold advertising that didn’t work can i ask what would you do?” (shoe on the other foot) Customer = “I’d stop or change it.” Sales Person = “that’s exactly what we did Sir.” "What we did was......" Then go into what’s changed and why. Objection = “I had one of your lot on the phone the other day and they were very rude.” Sales Person = “if you were the owner of a company and you had staff that didn’t do their job properly can i ask Sir - what would you do?” Customer = “I would get rid of them.” Sales Person = “That’s exactly what we did.” The Shoe on The Other Foot technique can handle all objections. Just take a little time to think about your answer and then throw it back to the customer and get them to answer it themselves. Obj - I Don’t want to change companies. Ans – When you chose the company you are with now what did you look for? From the list given, match this to what you can offer and offer the benefits. Obj – “I can get that cheaper” Ans – “If you are in a competitive market what would you do?” They normally say reduce price etc… you can then explain that price is one way to go however; it could mean slashing quality or service. Once answered move on to close or consolidate that deal! CONFIRM AND SORT OUT This is a good one to find any hidden objections. Consolidate what you know. If you have pitched at length and advised them of a finance package, product the after care and prices etc. then simply go through it. Example. do a summary "So mr customer you have heard everything so you like the product, you like the finance package and you know you will get the best after care and prices?" great so can i ask what it is that is stopping you going ahead" if they then tell you something isolate it and then confirm back - so if i can sort it out you would like to go ahead? Once practised and put to work these objections handling techniques will have some of your prospects eating out of your hand. Good Luck and up those Sales.
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