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Why do our buyers object? There are many
reasons, but we can boil them down to one simple response:
IT IS A NASTILY PACKAGED QUESTION. Here are some
simple steps to keep in mind when dealing with objections.
Step 1. Attitude Check! People rarely take the
energy to object when they are NOT interested. Look at an
objection as an opportunity.
Step 2. Empathy Check! "I don't care how much
you know until I know how much you are." When someone objects,
especially if they are frustrated or angry, it is critical that
you demonstrate empathy. Samples: "I am concerned that you had
that experience." "That is unacceptable." "Oh no."
Step 3. PROBE! "Prescription without diagnosis
is malpractice." Most often, the objection is concealing another -
BIGGER ISSUE. Find it. Ask questions that will help you understand
the intent behind the first statement. Probe. Asking questions is
critical to understanding what the objectioner is really looking
for. BE PATIENT. PLAY DECTECTIVE. Samples: "Tell me more" "Is this
the first time?" "Is there anything else."
Step 4. Offer Options! "People support what
they create." Make the objectioner part of the solution. Provide
options and let them pick. Negotiate an agreeable outcome.
Step 5. Paper Trail. "I did not say that!"
Always put in writing everything that was agreed to. Sometimes
what you intended them to hear was NOT what they heard. Step 6.
Stay with the Process! "Love em and Leave em." After the
resolution, stay in contact! Let them know you care. Not all
objections have ANSWERS.... but all objections have a response.
Take the following quiz and see how much you remember.
Quiz: True or False
___1. An objection is really a nastily packaged buying signal.
___2. People object when they do not want to buy.
___3. “I am sorry” is an effective way to demonstrate a SHARE.
___4. “I am concerned” is an effective way to demonstrate a
SHARE.
___5. If you can solve the issue, interrupt the customer and
provide the answer.
SALES TIP #1
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