Handling Objections

by RJ on June 28, 2012

Handling Objections

 

Do you begin to worry when a prospect raises objections?

Are you disturbed by objections?

Do you understand objections?

Have you prepared for objections?

 

Don’t let objections faze you or alter your selling process. Objections can help you do a better job of selling your product or service, and make you a better salesperson. Never treat an objection as a NO answer. They really mean not yet, you haven’t convinced me yet, you haven’t sold me yet and the most important reason is “please show me why I should buy your product.” Welcome objections as a sign of interest. If a prospect wasn’t interested in your product, services or you, they wouldn’t bother to bring them up.

 

We do this all the time ourselves in buying homes, cars and other high end products. Even if we don’t like the home or car that we are looking at, we sometimes will wait for the salesperson to convince us that this is the best buy for your dollar. Sometimes when we are looking for a new home we may not like the color, the neighborhood, the layout, the back yard, the garage, the kitchen, or a number of other features or lack of features. It’s amazing that we may still buy that house that we had some problems with if the price was right or the alternatives in the area are worse. This may be the best buy in your price range and you will make excuses why you can overlook a dislike last week and end up living with the problem by saying we can change it later or it’s not as bad as I originally thought. Have you ever bought a car that was not the ideal choice but due to finances and availability you bought it anyhow by turning your objections into positive reasons to buy.

 

It’s the same when you are selling your product or service, you may not have the ideal solution but if you handle the objections of the prospect you will end up with the win. Sometimes the prospect really can’t afford the best or most expensive choice. You may have everything he needs at this moment and have a better price or product offerings. You may have the highest price but if the objections are met you will get the sale over lower cost products. You must learn all the objections that a prospect can have. You may ask, how do I learn about all the objections? It’s your job to find out and the easiest way is to ask your boss, the other salespeople, your finance manager, other customers and by attending trade shows to name a few. Prepare a notebook with all the common objections and their answers. Memorize them, understand them and carry this notebook with you at all times so you can add to them to make you the expert.

 

Some objections are just a way to postpone taking action while others are really a cover up hiding the real reason. It’s your job to find out what are the real reasons. This can be accomplished by good questions. In order to ask good questions you must be familiar with the common objections in your field. Once you know these objections and have answers for them you can now prepare questions to find out more about their objections and ask probing questions to get deeper into the real reason for the objection. In order to find out if these objections given by the prospect are real you must ask the prospect that if you can take care of the objection will he buy your product or service. It’s very similar to buying a house. After all the objections are answered the prospect can be expected to buy the house if the house can pass an inspection. If the inspector finds several problems like, termite damage, house needs a new roof, the furnace or air conditioning unit needs servicing, then the buyer might have second thoughts. The real estate salesperson will ask the buyer if the seller fixes all these problems then there is no reason not to buy this house. The buyer now has a new roof, termite protected, new furnace and a new air conditioner which is better then if the buyer bought the house with a good inspection that might have left the buyer with future expenses.

 

Some objections may be the cause of the salesperson in charge of the account. In this case the manager must make a decision to replace the salesperson with another. I had this happen to one of my salesmen where the prospect just didn’t like him. It was a tough decision but it turned out for the best. The new salesperson was well liked and received by the prospect and we got the deal. Not everyone is liked by all prospects. Sometimes it’s just a personal issue. The salesperson that was replaced was hurt but as I explained to him, not everyone is going to like you. Sometimes you can overcome the situation but sometimes you need to be replaced. The replaced salesperson learned that he was very technical and was appreciated by many of the other clients that needed his expertise. Some prospects need the good old boy approach and want someone that can relate to their own personality. There is a test given by a good friend of mine, Tony Alessandra, that shows people what type they are and how they can match the prospects type and how to get along with them. In extreme cases there is only one solution, replace the salesperson to a match with the prospect.

 

Don’t let objections rattle your cage. Treat each objection as a question to be answered, not an obstacle. Never argue with the prospect when they raise an objection. You argue with a prospect verbally which is suicide but you can also argue with bad body language. Sometimes a facial expression, arm or leg movements, eye contact can send negative signals. Always be aware of your mental and physical movements when hearing an objection. Repeat and acknowledge the objection. Answer the objection if you can, if not just acknowledge it. If you don’t know the answer, tell the prospect that you will get back to him with an answer. Objections are signs that point you in the right direction. Once you remove the obstacle, it’s the most natural feeling to expect the order. Ask for the order every time. Go for the close.

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