You can help the customer by thinking of objections as questions. An objection really is nothing more than a question that comes out harshly due to the tension the customer feels. And received in the wrong way by an inexperienced sales person. Objections should be welcomed because they tip you off that the customer has a question that needs to be answered and that he or she has tension that needs to be reduced. People give objections out of reflex and just need more reasons in order to buy from you. They are telling you that they want to buy- SMILE & SELL them the benefits!
This is the time for you to listen closely, and work to create the best and most simple response to each objection. Follow the method of repeat, reassure, and resume the conversation, or the ‘feel, felt, found’ technique. For example, “I know how you feel about the delivery time Bob, I felt the same way at first, then I found out that this ABC Company does… to help their customers better.”
If you don’t understand what the real question is, put your questioning and listening skills to work. Never assume that you know what the prospect is saying. Ask. Ask. Ask questions to get to the bottom of what the prospective customer is really trying to say. Take time – time to listen; time to think; time for the prospect to explain. Let’s say that the prospective customer asks about installation. The inexperienced would just jump in with a company line without understanding the question clearly. Ask clarifying questions about his question. Most often, your first response is not the correct response, because the question is not understood.
What does a professional like a doctor or lawyer do when you see them for an initial consultation? Do they start cutting away without finding out what makes you different from the last patient?
Listening attentively & learning to ask the right clarifying questions is the key to great presenting. Listen with your whole body. Listening gives you time to think and gives you important information in order to better understand your customer’s needs. They are the most important person in your life at the time that you are speaking with them. Don’t let the movement around you distract you. Turn your phone to vibrate or ‘off’. Don’t answer it.
BULLET TIPS:
Don’t handicap yourself. If you want to make money and not waste your time, or your prospect’s, then:
Don’t interrupt or argue with anyone. You can be right and still be wrong.
Don’t make too many statements (especially opinionated ones), ask questions.
Listen. Listen. Listen. You have two ears and one mouth. If when talking to a prospect, you find yourself talking close to half of the time, then you are talking too much.
Don’t give compliments that you do not sincerely mean, or it will be looked upon as superficial flattery and that is not welcomed.
SMILE most of the time. Don’t be weird smiley or psycho happy, just jovial in nature, pleasant, easy- going (I’m running out of descriptions).
Don’t be an advice & opinion giver. Nobody likes a know-it-all, and nobody likes to be told ‘how they should be doing…anything.’
Be clean shaven always (if this applies to you). That includes nose hairs & weird growing facial hairs. Have a short, neat haircut. Be relatable. If this applies to you- Long hair, beards and goatees can be worn at your expense.
Have good posture.
Don’t stand too close to people. Don’t invade people’s personal space.
Don’t be touchy feely.
Don’t talk too loud or too soft. Don’t sound monotone. Fluctuate your tone. Know how you appear and sound.
Wear conservative clothing & colours. Save the provocative clothing for a night on the town with school buddies. Don’t wear anything that might be offensive or distracting to the prospect.
Make sure your shoes are clean, especially the heels.
No hats, baseball caps or shorts.
Don’t wear sunglasses while talking to people. Look people in the eye. If you can’t do that, then look at their foreheads! Don’t go overboard and stare them down either.
Don’t fidget. Nervous movements need to be eliminated while selling because they create mistrust.
Don’t cross your arms it can be viewed as very confrontational.
Don’t use profanity or slang even if the customer does.
Keep breath fresh with a spray or gum (do this AWAY from customers). Have toothbrush, toothpaste, mouthwash and hair products in the car.
Have a change of clothes in the car in case of an accident during lunch.
Don’t smoke in front of, or with customers.
Don’t drink alcohol, and then go see a customer.
If you are a man, then take off the earrings/piercings off, and wear it on your time, not on your prospect’s time.
Cover any tattoos up. Don’t declare your individuality. Prospects don’t care. MTV Superstars make millions off of their image and music, you can’t.
If you are a man talking to a woman, then make absolutely sure that you don’t look below her chin. Concentrate on her face. Keep your attention away from waitresses if in a restaurant meeting.
Relax with the cologne/ perfume; some people have allergies, or worse, you might remind them of a hated EX.
The following is paraphrased from Tom Hopkins’ sales books and audio cds:
Learning Persuasive Language
Never ask questions that people can say “no” to. This can ruin a potential sale. Ask questions that give two favourable options. “When would be a good time to meet with you Mr. Smith, Wednesday or Friday?”*We don’t use this technique in our scripts because it corners people and makes them defensive and we don’t want that in the prospecting stage. We can use these types of questions in a presentation.
If you have to make a statement, then add these after them:
Aren’t they? Aren’t you? Can’t you? Couldn’t it? Doesn’t it? Don’t you agree?
Don’t we? Shouldn’t it? Wouldn’t it? Haven’t they? Hasn’t he? Hasn’t she? Isn’t it?
Isn’t that right? Didn’t it? Wasn’t it? Won’t they? Won’t you?
Example of changing a statement into a question that they can agree with:
“This is a great looking model” or “This is a great looking model, isn’t it?”
Nod you head up and down as you tag these after a sentence. Don’t use them too much. Practice on your family and friends for a couple of days. It’ll be fun you big bobble head!
Words that are good (left side) and their mirror words that are bad and should not be used at all.
Initial Investment Downpayment
Total Investment Cost or Price
Monthly Investment Monthly Payment
The Agreement or The Paperwork The Contract
Own Buy
‘OK’ the paperwork or
Approve the paperwork Sign
The more people that relate to you, then the less time will be wasted in turning off potential customers knowingly or not. This will produce More Sales!!! Good Hunting!
