A Fluent Moment
Did you know…
When the customer says “but” they are probably going to raise an objection. When you say, “but” the client senses that you are not going to directly answer their concern. Replace or respond to “but” with a question. Questions help you understand the issue at hand before you try and solve the customer’s concern.
Message from an
Wouldn’t it be great to be a judge. I say that because when lawyers object in a courtroom, they are required to provide the judge with the reason for their objection.
As sales people, we are not so lucky. Many times our customers hide their objections within other objections. For instance, I had a prospect tell me that they could not buy from me because I was not on the approved vendor list.
After questioning the prospect, I found out that becoming an approved vendor was really no big deal. The real objection was that his wife’s brother worked for a systems integrator that could provide the same hardware.
Luckily, I had packaged the hardware with installation and support services that the brother-in-law was not able to provide. By properly qualifying the objection the deal was saved. The prospect became a long time valued customer.
Objections come in many shapes and sizes. It is our job as consultative sales people to qualify objections when they arise and to work with our customers to jointly establish a solution that will allow us to close the deal.
Objections are good! Don’t shy away from them. Be prepared. They can help you accelerate the sales cycle.
A Fluent Vision, L.L.C.
At first appearance we can feel intimidated, irritated or annoyed by objections. Get over it! Objections can help us – welcome them.
Why do we need to handle objections?How many times have we heard these type of comments? “I’m not interested.” “Your price is too high.” “Let me think about it and get back to you.” These are objections. An objection is a statement or question that seems to take exception to what is being said or presented.
No one ever buys a solution without objecting. Think of objections as the part of the sales cycle that moves us to the close. Objections help us to weed out the clients’ needs and they invite us to explore and identify the clients’ real versus smokescreen concerns.
Many people avoid or ignore objections for the same reason — FEAR. They worry that they can’t answer the objection, can’t provide what the client wants or that somehow they will lose the deal and fall short of their quota. Some sales people believe that if they ignore an objection it will go away. Trust us on this – it won’t. Ignore an objection; lose the sale or an opportunity to sell more. The first step to handling an objection is to overcome your fear of them. Without fear you can leverage objections to your selling advantage.
Remember: You must overcome objections at the time they are raised, prospects will not forget. If the ‘perceived’ objection cannot be overcome, the client will not buy.
Objections are pretty easy to recognize since they usually arise in two ways: the client states a fact or; the client asks a question. When you hear an objection don’t panic, use this strategy to guide the sales process where you want it to go:
- Listen to the objection
- Ask probing questions to make sure you understand it correctly—you need to know what the client is thinking and what concern they are trying to answer
- Restate the objection to make sure you both agree on what the objection is
- Work together to come up with a joint solution
- If a solution is not forthcoming, keep questioning until you both concur
Face your fear. Don’t let it be the thing that keeps you from addressing customer objections with confidence. Opposition is often a clue that you are on the right path. Acknowledge your fear, deal with it proactively and take action. Each time you push past it makes the next time much easier. No one ever said success didn’t have its price.
Most commonly heard objections
- “It is too expensive.”
- “I have to have X.”
- “I have already decided on another vendor.”
- “We are not ready to make a decision.”
- “I want to see the competition.”
Sample Script for Handling an Objection
Here is a sample script for handling objections. Notice that intelligent questioning is key to addressing a client’s concerns.
Scenario: They want a specific feature.
Prospect: Could I have global access from any platform into my organization?
Sales Rep: How important is this to you?
Prospect: Very important
Sales Rep: Could you be more specific as to why it is very important?
Prospect: Many of my senior managers travel worldwide and they require information in order to allow them to make real time decisions. I want to make sure they have access all the time regardless of where they are.
Sales Rep: So if I hear you correctly, you want to ensure that your senior managers have immediate access to corporate information regardless of where they are and what platform they are using. (OR: So if I hear you correctly, you want to be assured that your senior executives will always be able to access critical data. Is that correct?)
Sales Rep: If I can show you how you can gain the benefits of servicing your executives globally while ensuring that they will never be without access, you would be interested in moving forward? (OR: If I can demonstrate and assure you that all users will be able to be productive working any where any time, you will proceed?)
A Fluent Vision
Whether your sales infrastructure needs to be built from scratch, re-engineered, or simply re-invigorated; AFV is the answer. AFV can help you create A Fluent Vision.