LEAVE IT WITH ME - I WANT TO THINK IT OVER!
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Free PDF Download How sales professionals can use the iPad2 as a serious business tool - By Wayne Berry |
Sales people tell me that this is one of the most challenging objections that their prospects bring up.
They ask, "What should I say when a prospect says this?"
Well firstly I have to point out that this is NOT an objection
This is actually an "excuse" for not making a decision. It is not the real objection.
Prospects hide behind this excuse to avoid making a decision.
Haven't you done this? Haven't you told a sales person that you'd like to think it over - when in fact you'd already made a decision and the decision was "no" at least for now.
And why did you do this?
Well there are generally three reasons a prospect will say "I'd like to think it over."
1. The first reason is often because they don't want to offend the sales person.
2. The second reason is often that they really don't want to get into "defending" their decision to the sales person
3. Finally, the most common reason is because there is some "hidden objection" which they have not yet brought up.
If the sales person does not get to this real objection, then the sale will probably be lost.
So how can we get to the real objection? It's easy if you know how and the best response is...
"Obviously you have a reason for saying that, do you mind if I ask what it is?"
Once you ask this though, you must be quiet and wait for their response. Say nothing!!
This will often get the prospect to reveal their real concern to you. If you can get their objection out in the open then you will probably be able to handle it.
So what then do you do once you get this objection out into the open?
Some sales people become very defensive when their prospects bring up objections. But this is crazy. Instead you should always...
Welcome objections
Here are a few tips for handling objections when they do come up.
Firstly... .
1. Smile and thank your prospect for the question
Treat all objections as questions.
Never refer to their objection as an objection. Objection is a negative word. So is the word "concern". Instead refer to it as a question.
2. Ask them to clarify their question with you if you are not sure what they are saying
"Mr Prospect, how do you mean?" or "Why do you feel that way?" or "Why is that important to you?"
3. Hear their objection out in full - do not interrupt
Have you ever tried to explain something to someone who kept interrupting you?
Kept jumping in to answer your question when you hadn't finished stating your question?
It can be very annoying. Also if you let your prospect explain what's on their mind...
They will sometimes answer their own question
I bet you've had this experience yourself. Remember also that when your prospect answers their own question, it's has come out of their own mouth - so it must be true!
Once you've heard their objection out in full, then...
4. Answer their question
There are several ways to answer their question. Firstly you can...
Give them the facts
This is particularly true it's a question that is best answered with data or figures, specifications, features etc.
If however they are expressing a concern over ease of operation, whether it will work for them or not etc, you may be better to answer their question by using...
Social Proof
"Social Proof" is where you tell them about someone else's experience. Where one of your other clients for example, had a similar concern (question) initially, yet when they went ahead they discovered that their concern was unfounded and they had a really good experience.
It's even more powerful if you can show them a "testimonial letter" or even call your client and have them explain how their concern turned into a really positive experience for them.
Finally once you hae answered their question...
5. Check that they are happy and satisfied with your explanation
There is no point continuing if they are not satisfied with your explanation as they will not mentally move on, even if you do. Ask them, "Mr Prospect, have I answered that question to your complete satisfaction?" And again, be quiet and listen.
Anyway until we speak again...
Have a great week this week. Make it a great week
Wayne Berry CSP*
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Free PDF Download How sales professionals can use the iPad2 as a serious business tool - By Wayne Berry |
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About the Author: Wayne Berry RSS for Wayne's articles - Visit Wayne's website Wayne Berry CSP* is Australia's own TOP GUN Business Sales Coach and most in-demand speaker on sales, negotiating and Sales Management Training. He is ranked in the top 7% of professional speakers in the world by the USA based National Speakers Association. He is a best selling author and one of Australia's best known speakers. His four books, “Negotiating In The Age of Integrity”, “How To Get The Best Deal Every Time”, “How To Get The Best Sale Every Time” and “How To Lead and Motivate A TOP GUN Sales Team” are now sold in 13 countries. He speaks more than 200 times each year at conferences around Australia, New Zealand, Asia, and at programs arranged by his TOP GUN® Business Academy. This year his seminars and workshops will be attended by more than 20,000 sales and business people. He has also recorded more than 40 audio and DVD video programs on selling, sales management and negotiating. He has shared the platform with Tom Hopkins, Brian Tracy, Zig Ziglar, Earl Nightingale, Dr Norman Vincent Peale, Dr Denis Waitley, James Rohn, and many, many other internationally renown speakers. Click here to visit Wayne's website. The 16 Most Persuasive Words In The English Language Part 1 How Sales Managers can reinvigorate poor sales performers I WANT A BETTER DEAL TAKE IT OR LEAVE IT Sales Managers Are you an Autocrat or a Motivator The 5 Secrets of closing the sale |
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