Hi, it’s Rob here.
Today we’re going to discuss another sales skill that will make or break you—handling customer objections.
First up is preparing to handle objections.
Now many people think that this sounds like negative thinking, and sales is all about positive thinking.
Wrong… there is immense Positive Power to be gained from Negative Preparation (planning for things to go wrong).
As a sales pro, you are probably aware of the common objectives that come up in relation to your product or service. Take 10 minutes right now and list the Top 12 objections that you encounter…
Take the time to really do this.
Here are a few that appear to be universal:
1. Your Price is too high.
2. We are happy with our present supplier
3. We need to discuss it with _________________
4. ___________________________________
5. ___________________________________
6. ___________________________________
You keep going till you reach 10-12…
Really think about this and don’t give up. Next you need to come up with two CRITICAL THINGS for each objection…
CRITICAL THING #1: Innoculation Points…
Brainstorm things you can add to your sales presentation to reduce the impact of each objection and maybe eliminate it entirely. For example, regarding the price being too high, maybe you need to emphasize more forcefully and with better proof how much the purchase will SAVE the buyer.
Maybe you could talk more about how many features have been added which cost a little more up-front but reduce the cost of owning and using the product.
Maybe you can break the price into cost per hour, or day rather than the full selling price.
Maybe you can compare to the cost of the lower cost basic item, and work on just discussing the difference in prices….
Do this for each of these objections and really think them through. What could I do to Innoculate myself from that objection as much as possible BEFORE the customer raises the objection…
Seize the Day, Rob
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No objections equals no sales. Most objections mean please give me more information.
Robert Martin
http://www.carbuyinghq.com
Your article reminds me the follwoign point:
Talk about features when the propsect is an experts in the area;
Talk about benefits when ther prospects are amateurs int eh field.
I think I pick this point up from reading Kevin Hogna’s Coffee issue.
John Ho
Numerology Expert Birthday Numeroscope
Handling objections is such a large part of the sales process. This is especially true as customers don’t often tell you all the objections they have. You need to learn over time what the unstated objections are and then work answers to them into your sales presentation.
Steve Chambers, B2B Sale Trainer
Good practical advice.
One objection it’s worth innoculating your website against is: “It’s too difficult to pay”! I’m amazed at how long and drawn out some payment processes are on the internet. I’ve given up on a couple of occasions, and on one occasion after going through a lengthy payment process was informed that “we only ship within the US and Canada” (I live in the UK)!
martin-wright.com
From Change Management to Spontaneous Change
Not planning ahead means you will make costly mistakes. By not being prepared you might do something like lower you price. Thinking how you will handle objections will give you a huge advantage.
Jose Escalante
http://www.JoseEscalante.com
Rob,
I have a friend that was at the top of his sales game back before he retired in the early 90s. He sold turf equipment to golf courses and his products sold at the high end and still does.
I witnessed him answer the price question once. A GM from a golf club ask, “why is it I can buy 2 from XYZ Co. for the same price of one of yours?”
My friend said…”Well….XYZ Co. knows the value of their equipment better than I do.”
He sold that equipment that day.
Lynn Lane
Success Strategies For Life
Hi Rob,
Awesome counter objection plans!
We are almost guaranteed to close every sale when you practice and master these customer objections.
Terry
http://www.terrytom.com
This is a demonstration on why some salespeople are the highest paid in any country. It takes a lot.
Yes, all true. I think rule #1 is to acknowledge their objection, and then expose it by asking them more questions about it.
Greg Dougall- Daily Dose of Encouragement
Seems like the more questions you ask the prospect, the more you know what to tell him/her… in helping them decide they are going to buy it (vs you selling it to them).
James
BusinessAndMarketingMakeover.com/blog
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This makes great sense. Kind of like “prepare for the worst and you can’t be disappointed.”
Lisa McLellan
Babysitting Services – Babysitters and Nannies
This phrase — “there is immense Positive Power to be gained from Negative Preparation (planning for things to go wrong)” — is both true in sales and in life in general.
Great post on a skill that we all should work on becoming better at.
Health, Fitness for Working People — Darryl Pace
It makes sense to turn our rejection experiences into learning ones. If we already have a counter to the top 10 or 12 objections, then we are better prepared to create success.
Can’t wait for more
Jen B
Negative preparation is a superb sign of a stellar and consummate sales professional like yourself.
Happy Dating and Relationships,
April Braswell
Single Baby Boomer Dating Success Expert
Innoculation is an important part of closing a sale. We always do better when we prepare.
Keri Eagan
Anything Alternative
I like the way your site is organized.
I agree, no objection, they are either already your client or they aren’t really considering you. So an objection is really just a request for more information or a representation of your information.
Learning about detox, Katie
That’s the biggie, customer resistance. I enjoy hearing your perspective. I haven’t had to make cold calls in a long time. I lean on your wisdom.
Expanding spheres of influence, Kate
This is a great exercise! Thanks.
Greg Dougall, http://www.gregdougall.com
This site and the comments are very interesting.
Good stuff Rob!
I do this allot….
Good stuff
http://www.salesjunkie.net
This reminds me of a book that came out about 30 years ago. It was a sales book written by a man who claimed to be the best car salesman in the world, and he had some third party verify it, like Guinness or someone.
Any way, he said he welcomed problems from his clientele because it gave him a another chance to demonstrate to them why they made a good decision when choosing to work with him.
“You have to know the territory.”
Martin
I think it was Joe Geradi? I forget the books name…
Scott
http://www.salesjunkie.net
How to sell…….?????
Good to be prepared for what may or may not become. Very useful exercise Rob!
Anthony
http://www.anthonylemme.com
Point and counterpoint. Better to be completely prepared than caught off guard. Lots and lots of experience necessary before you can really have this conversation in your own head though . . . are there any shortcuts to gaining that insight?
Pushing companies from good to great, Kate
This is an incredibly important exercise that most people unfortunately won’t take the time to do thoroughly.
It is important to be prepared. It is important to think strategically. It is important to be comfortable with the negative aspects of your product.
I’ve found this especially hard when you are your product.
Great idea thinking about the negative. We are so programmed to think positive we don’t look at what could go wrong and analyze that for selling points.
Vicki http://www.bridalthreadshq.com