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Objections and responses will call twice during your sales call, first responses will occur during your introduction, and again when you are presenting your offer and getting the customer to make a commitment.
The Four Most Common Responses
1. “No thanks, I’m happy with what I am doing now”
2. “I’m not interested”
3. “I’m too busy”
4. “Send me some literature”
The telesales person needs to be able to anticipate and handle these types of responses:
“No thanks, I’m happy with what I am doing now”
Most people do not want the bother of changing from what they are currently doing, if it’s working why change it plus they do not want the inconvenience of making a change.
Simply ask: “What are you doing now in regard to ¬¬¬¬¬¬¬¬¬¬¬¬___________?” LISTEN
Answer: “That’s great/good (which ever suits your personality) tell me, (use customers name) in relation to (your product) would you consider (offer an alternative)?”
PAUSE and LISTEN
Gather Information
Objection “I’m happy with another offer.”
“ You know, (Customer’s name),some people when I phone them back tell me that they are happy with what they are doing now.
(slight pause), however when they are aware of what we are offering both in terms and cost they decide to go with us.”
Repeat back what they have told you regarding what they are doing now –
“You said you are……………is that right? Just suppose I could come up with a quality product, competitively priced would that be something you might be interested in or not?”
PAUSE and LISTEN
“I’m not interested”
This is perhaps the most common response you will hear. “I’m not interested” Sales is selling to somebody who wasn’t interested prior to your call. If they were interested they would phone you.
Answer: “Well, (customer’s name) a lot of people had the same reaction when I first called – before they had a chance to see what we do, however when they had the opportunity to see……” (Tail your voice off and go to next line)
Continue to tell them how the company has helped people like them who said they not interested when you talked.
“You do use want to security, don’t you?
LISTEN
“ Tell me, (use customers name) in relation to security what do you do at present?”
LISTEN
Gather Information
“You know, (Customer’s name), some people when I speak to them for the first time tell me that they are happy with what they are doing now. (slight pause),
However when they are aware of what we are offering they decide to go ahead.”
Repeat back what they told you what they are doing now –
“You said you are……………is that right? Just suppose I could come up with a quality product, competitively priced would that be something you might be interested in or not?”
PAUSE and LISTEN
“What might be a particular _________________ you might be interested in?”
What you are attempting to do, no matter what their response is, you want to move to step two in the sales process and gather information.
“I’m too busy”
The third most frequent response is “I am too busy”
“Sorry, Colly, I am too busy I can’t talk now”
Most telephone sales people react by asking
“When is a good time to call?”
Instead we should reply:
“Well, (customers name) the reason I am calling was to find out the most convenient time to call, when might that be?”
A couple of things may happen he will ask you what you are selling or give you one of the objections above. If this happens ask:
“Is this a convenient time to talk or can I call you back?”
If he wants to continue and gives you one of the objections above then use the answer above. If not set a convenient time to call and call back as promised.
“Send me some literature”
This may seem the most difficult to handle.
“Look do me a favour send me your brochure”
On average when you phone back they usually haven’t received your brochure, not had time to read it yet or read it and they are not really interested.
This does nothing to move your sale forward.
Confirm information, his address, postcode etc.
Then ask
“(Customer’s name) So that I send you the most appropriate literature,
Can I ask what you might be interested in?”
And then you are back to gathering information again.
There is a likelihood that this is just a put off to get you off the phone, so you may then get a secondary response of one the previous responses –
Happy with what they are doing now
Not Interested
Too Busy
Then you are back again to gathering information.
Your Objective Is To Move The Sale To The Next Stage
However if this doesn’t happen agree to send the literature and agree the most convenient time to phone him back after you send the literature and diary a follow-on call.
“Send me a quotation/proposal”
When dealing with this response, it is important to ensure that it is genuine and not a time wasting put off or stall. Before you spend time typing, faxing or posting a proposal. You need to go for a trial close.
“Yes, (person’s name), we can do that, before we do can I just clarify a couple of things so that we get this right?”
Pause
You will need to know
1. Who will be involved in making the decision?
2. How will the decision be made?
3. By when will the decision be made?
4. Is there a budget agreed?
5. Obviously you are calling for other proposals or just yours? Who from?
6. When will you follow-up the proposal/quotation?
7. Agree follow-up date
Follow-up on your proposal just after you send it – call the day after the proposal is due to arrive
Ask
Have they received your proposal?
Are all the terms, conditions, prices etc. in line with what you discussed?
When will it be reviewed?
Who will review, and make the decision?
Pick one of your major objections and write a script to answer the objection using three of the above methods for handling objections.
Handling customer objections at the end of the sales meeting can cause you a lot of grief and frustration and sometimes lose you the sale, well here is great tip on how to avoid this ever happening to you.
There’s only one person who is qualified to handle a prospect’s stalls and objections, and it’s not the salesperson. It’s the prospect. If stalls and objections frequently come up in your sales calls, it’s a good id...
Sales objections can appear anywhere along the way of a sale. Whether voiced or unvoiced, sales objections are the single greatest source of a sale failing to successfully close.
Many business owners and sales managers ask me if I have a proven system or a way to identify and hire top sales reps. They have tried everything, they tell me. Well, here's what they are missing, and what you need...
The Four Most Common Responses
1. “No thanks, I’m happy with what I am doing now”
2. “I’m not interested”
3. “I’m too busy”
4. “Send me some literature”
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Colly Graham
(Visit Colly's Website)
Colly Graham CEO of salesxcellence After
graduating from college, Colly entered the
field of accountancy however after five
years decided to change his career
direction in sales. First working for a
Fortune 500 company in fast moving
consumer goods, his career progressed from
selling capital equipment, financial
services to internet services, with a wide
management experience in both telephone
and field sales, concentrating on the
recruitment, training and development of
sales people, in this role he gained
experience in designing and building a
number of successful sales teams. Colly
brings thirty years of practical
experience of selling and his ability to
empathize with sales people and establish
immediate rapport and credibility as a
trainer, (the accolade Colly receives from
most sales people is “that he has carried
the bag”). A licensed practitioner of NLP
Colly trained with Richard Bandler in
1998. When I entered the field of sales,
back in 1969, with local franchise holder
for Pepsi Cola because of my lack of
knowledge of any selling skills I set a
goal, to one day, start my own training
company. As my career in sales progressed
becoming a sales manager, group
Colly Graham Video - Colly Graham discusses Creating Customers on the Telephone -The importance of the telephone in selling is now well documented. This training DVD focuses on getting in front of more prospects by teaching the skill of telephone appointment setting. The workshop demonstrates the connection between daily activities, the sales cycle, and the number of sales necessary for a consistent flow of qualified appointments. Based on practical skills that get results fill your diary with qualified appointments.
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