Objections are that dreaded word most of us salespeople hate to hear….unless we have the tools and strategies for handling them.
Here are 3 key strategies for handling ANY objection that you can use with any customer in any situation, selling any product.
1. INITIATE THE OBJECTIONS FIRST
Take control of the conversation by initiating with the objections. Identify what is it that your customers are sensitive to and bring these things up with the customer before they do. By initiating these concerns, it will allow you to begin your sales process with understanding and allow you to build trust with your customer.
- I know your time is precious, so I’ll keep this quick.
- I know you probably need to talk to your spouse before making a decision, but what would do you think he/she would say?
2. ALWAYS AGREE FIRST
Building agreement with customers is senior to everything else in the sale. As soon as you disagree directly with a customer you get into an opposition where the customer will get solid on their viewpoint which will make it that much harder for you to convince them otherwise. By agreeing first, you validate their viewpoint and open the door for them to hear what you have to say. This is the number 1 rule of selling and it must be followed if you are going to become a master.
- Customer says: This price is more than I was expecting.
- You say: I understand, and I agree it is more than the budget you initially had but that wouldn’t stop you from still investing in this product though would it?
3. TREAT ALL OBJECTIONS AS COMPLAINTS UNTIL VALIDATED
Objections and complaints are two different things that sound the same yet require slightly different approaches. An objection is defined as: a statement or question raised by the prospect which can indicate an unwillingness to purchase. Whereas a complaint is defined as: an expression of discontent, regret, pain, resentment, or grief.
Treat both of these as a complaint until you have validated their statement as a true objection and then handle from there. Most salespeople treat a simple complaint as a big objection and then end up losing the deal.
- Customer says:This is too expensive.
- You say: I understand, and I agree with you, I have felt the same way about similar products that I purchased. Sign here and here.
- If they protest further than it may actually be an objection, if not then you have a signed deal.
REMEMBER, overcoming objections smoothly takes practice so make sure you drill and role play these scenarios to get natural at delivering them.