The top 5 buyer's objection
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The document provides techniques for effective objection handling in sales. It lists 10 common mistakes salespeople make when facing objections such as taking objections personally or becoming defensive. It then lists 10 best practices for overcoming objections such as showing gratitude, understanding prospects, digging deeper into objections, and offering solutions. The document emphasizes listening to prospects, understanding their pain points, and relating solutions directly to their needs rather than relying on scripts or discounts. Effective objection handling is key to closing deals and making sales feel good for both the salesperson and customer.
The top 5 buyer's objection
- 1. TechniquesforEffectiveObjectionHandling Dont Do 10% 30% 20% 50% 40% 60% 70% 80% 100% Taketheobjectionpersonally Interruptyourprospectmid-sentence Startyourcounterpointswithnegativewords Useexcessivesalesywords Becomedefensive Assumethatthedealislost Understandtheobjectionpartially O鍖erdiscountsimmediately Vaguelyrelatetheproductandservicetotheobjection Assumethattheobjectionisaddressed 90% 10% 30% 20% 50% 40% 60% 70% 80% 100% ShowGratitude UnderstandyourProspects DigDeeperintotheObjections Con鍖rm theObjections O鍖erSolutions BeHonest ProactivelybringuptheObjection O鍖eranIncentive ExplainyourUniqueValueProposition ShareCustomerSuccessStories 90% http://www.convergehub.com 510.924.1683 info@convergehub.com Wealreadywork withCompetitor XYZ. Wedont havebudgetfor this. Doesthe product/service doX,Y,andZ? Weneed tothink aboutit. Doyouhavethe necessary experience? TheTop5Buyer'sObjections S ALES
- 2. TechniquesforEffectiveObjectionHandling Dont Do 1. Taketheobjectionpersonally. 2. Interruptyourprospectmid-sentenceandrushtoovercomethe objection. 3. Startyourcounterpointswithnegativewordslike'But','If'and'So What'. 4.4. Useexcessivesalesywordslike'cuttingedge','innovative',or 'bestinclass'. 5. TalkabouttheproductandserviceUSPswithoutrelatingthem to theobjections. 6. Becomedefensivewhenprospectsquestionthequalityande鍖 ciencyoftheproductorservice. 7.7. Assumethattheobjectionisaddressedwithoutcon鍖rmingitfrom theprospects. 8. Assumethatthedealislostbecauseprospectshavevoicedan objection. 9. Haveapartialorsurface-levelunderstandingoftheobjections. 10.O鍖erdiscountsimmediatelytoresolvethemonetaryobjectionof theprospects. 1. ShowGratitude.Lookatthispositivelyjustanotherwayforyou togiveyourprospectmoreinformation.Acknowledgeyourpros pectsobjectionsandprovidetheinformationneededtoclosethe businessdeal. 2. UnderstandYourProspects.Connectwithyourprospectsona personallevel.Listentotheirobjectionscarefully.Thisshowsthat youvaluetheirconcernswhichhelpsbuildtrust 3.3. DigDeeper.Askyourprospectsopen-endedquestionstogainmore insightintotheirobjections.Youhavetounderstandwhats stoppingthem from buying. 4. Con鍖rm TheObjections.Takeanoteofalltheobjectionsand restatethem inyourownwords.Askyourprospecttocon鍖rm whetherornotyouunderstoodallofthepointsmentioned. 5. ExplainYourUniqueValueProposition.Showwhatsetsyour businessapartfrom thecompetition.Youshouldconsiderthe valueyourebringingtoyourprospectandyourprospects business. 6. O鍖erSolutions.Alignthefeaturesandbene鍖tsofyourproducts andservicestoyourprospects'speci鍖cpainpoints.Painpoints includethingssuchaslostrevenue,lowproductivity,poor customersatisfaction,etc. 7.7. ShareCustomerSuccessStories.Sharetestimonials,casestudies andotherreferences.Thismayhelpyouovercomeobjectionsand giveprospectscompletecon鍖denceinyourcompanysproducts andservices. 8.8. Behonest.Skipthesalespitchandmakefresh,spontaneousand persuasiveconversations.Theseconversationsshouldberelevant totheprospectsobjectionsandhelpbuildagreatrapportwith them. 9. ProactivelyBringUpTheObjection.RefertotheCRM tolearnthe objectionsyouhaveencounteredearlier.Answerthem proactively towinthecon鍖denceofyourprospects. 10.10.O鍖erAnIncentive.Encourageyourprospectstotakeadvantageof yourincentive.Dependingonyourbusiness,thiscouldbeafree trial,freeshipping,$10o鍖鍖rstpurchase,andmore.Thisgivesboth partiesachancetoworktogether,buildtrust,andmutualrespect. http://www.convergehub.com 510.924.1683 info@convergehub.com Whenyou'veresolvedbuyer'sobjections,implementtwokey bestpractices: 2 Buildupyourcredibilitywithmoreinformationsharing.Dont hurryforsales.Ifyouactasifyoucantwaittoclosethedeal,your prospectwillgladlyshowyouthedoor.Sofurtherbuildupyour credibilityinthenextmeetingwithmoreinformationsharing. BonusPoints 1 Finalizethenextmeeting.Yourprospecthasremovedhis objectionhearingyourcounterpointandmightwanttodigfurther intotheproductdetailsbeforepurchasing.Usethisfacttosetup thenextappointment.
- 3. Top5WaystoMakeSalesThatFeelGood ShiftYourMind LearnTheProduct Haveyoueverbeensoldsomethingandhadbuyersremorse?Maybeyou believethatifsomeonewantssomething,theyllbuyitwithoutneedingyour help.Oryouthinkthatsellingisntarespectedprofession.Thesearesomeof thereasonsyoumightbetellingyourselfthatsellingdoesntfeelgood. Amindsetshiftisthemostpowerfultoolthatwillhelpyoumakesalesthatfeel goodtoyou,helpyourcustomers,andstrengthenyourorganization.Whenyou cometotermswiththefactthatwhatyouredoingishelpingpeoplethenyoull beabletolookatyourjobdi鍖erently.Oftentimes,youforgetthatyoure talkingtoactualpeopleandnotbusinesses.Whilethepeopleareemployedby thebusinessandbusinessneedsarecriticaltotheprospectindetermining whatsolutiontogowithkeepinmindthatthedecisionmakerisan individual,notabusiness.individual,notabusiness. Youcanapproachsalesmuchdi鍖erentlywhenyoumakethisshift.Youwant tolistentothepersonwhoisrepresentingthebusinessnottheotherway around.Wrapyourmindaroundtelling,notselling.Whenyouthinkofselling toabusiness,itbecomesstressfulandsalesy.Whenyouthinkoftellinga personabouthowyourproductorservicecanbehelpfulthenitbecomesmore informativeratherthanstu鍖yorusedcarsalesman-like. TellyourselfthatyoureprovidingvalueandthingswillbeontheupandupTellyourselfthatyoureprovidingvalueandthingswillbeontheupandup from there. WriteAPlan,NotAScript SharpenYourListeningSkills FollowUp Someofushavebeenguiltyofwritingascripttomakesalescalls.Whilethis mayworkforsome,itdoesntworkformost.Scriptsaresupposedtohelpyou getthroughyoursalescallswithoutstumblingorleavingoutkeyinformation. However,scriptscantendtofeelstu鍖yandrobotic.Weveallbeensoldtoby asalesprofessionalreadingascriptanditusuallydidntendinasale. HavingaplaninplaceforhowyouregoingtoapproachyoursalesprocesscanHavingaplaninplaceforhowyouregoingtoapproachyoursalesprocesscan helpaton.Youwanttocreateageneraloutlineofhowyouregoingtostruc- tureyoursalesprocess. Notonlywillyoufeelmorepreparedtospeakwiththeprospect,youllalsogive theprospectmorecon鍖denceinyouwhichcouldhelpyouclosethebusiness deal. Thetruthis,ifyouregoingtosellyouhavetoshiftyourmindfrom negativeto positivethoughtsaboutsellingamindsetshift. Learningtheproductisamajorkey.Ifyoudontknowhowyourehelpingthe business,thenhowcanyouhelp?Youmustknowyourproductinsideandout. Willyourunintosituationswhereyoudonthavetheanswersandneedtoseek help?Yes.Butyouneedtoknowyourproductwellenoughtoquicklyidentify howitcanhelpyourprospectbasedontheirpainpoints. Whenyourprospecttellsyoutheirpainpoints,itsyourjobtolisten(donttalk 70/30rule),compilequestionsand鍖gureoutwhicho鍖eringmightbebestfor theirbusiness.Basedonwhattheyretellingyou,youhavetoknowhowyour productwillsolvetheirproblem.Ifyoudontknowhowtocommunicatethese thingstoyourprospectclearly,yourprospectismostlikelygoingtobecon- fused.Confusedprospectsneverbuy! Studiesshowthat40% ofallsalesprofessionalscantunderstandcustomer pain.Becauseofthis,salesprofessionalsusuallygiveasolutionthatthepros- pectdidntevenhaveordidntrealizetheyhad. Studiesshowthat40% ofallsalesprofessionalscantunderstandcustomer pain.Becauseofthis,salesprofessionalsusuallygiveasolutionthatthepros- pectdidntevenhaveordidntrealizetheyhad. Youwanttomakeeachsalescall鍖owinthesamewaytomakesureyourenot leavingoutanykeyinformationandtopositionyourselfastheexpert. Sharpeningyourlisteningskillscandrasticallyimproveyourclosingratioif donetherightway(andmakeyoufeelgoodaboutthesale).Alotofthetime, salesprofessionalstalkmoreandlistenless(nottheotherwayaround).Al- thoughyourformaltitleisSalesAgent,SalesRep,orSalesExecutiveit doesntmeanthatyouneedtosell(wetalkedabouttelling)nordoesitmean youhavetotalktheentiretime.Followthe70/30rulewhentalkingtopros- pects70% ofyourtimeshouldbespentlisteningtotheprospectand30% of yourtimeshouldbespenttalking. Whenyoulistentoyourprospect,youputthem inthepositionofpower.When peopleareinapositionofpower,theyfeelliketheyhaveownershipofwhats goingon(theyrenotbeingpushedintosomething).Bylistening,youalso showtheprospectthatyougenuinelycareaboutwhattheyresayingandthis givesyoutimetotellaroundtheirneeds.Whenyourprospectknows,likes, andtrustsyouthentheywillbuyfrom you.Trustisacriticalelementtosuc- cessfulsales.Whenyoutellyourprospectaboutasolutiontotheirproblem aftercarefullylisteningtotheirpainpoints,trustincreases.Thiswillalsohelpaftercarefullylisteningtotheirpainpoints,trustincreases.Thiswillalsohelp tobuildyourcon鍖denceandfeelgoodaboutsellingwhenyouknowthat youvedoneittherightway. Remembertolistentoyourprospectsandtailoryoursolutiontotheirneeds. Dontmakethemistakeofsellingyourselfoutofthesale. Followingupiscriticaltothesalesprocess.Studiesshowthat80% ofsalesre- quire鍖vefollowupcallsaftertheinitialmeeting.Mostsalesprofessionalsstop afterthe鍖rstfollowupdontfallintothiscategory. Truthis,peoplefeelstu鍖yaboutthesalesprocessbecausemanysalespro- fessionalssellyouonaproduct(anddontcareaboutyourneedstheyjust wantthesale).Ormanyofushavebeensoldtoandhavebeenburntinthe process(triedtogetyourmoneybackbutcouldnt). Thefollowupprocessisevidentwhenitstimetoclosethesalebutitsalsoim- portantlongafterthesale.Aftertheinitialmeeting,youneedtofollowupwith theprospecttothankthem forspeakingwithyou.Youdidsomuchonthe front-endwithgettingtheprospecttospeakwithyouandlisteningtotheir needsataminimum youwanttohaveconsistentfollowup. Thefollowupprocessisevidentwhenitstimetoclosethesalebutitsalsoim- portantlongafterthesale.Aftertheinitialmeeting,youneedtofollowupwith theprospecttothankthem forspeakingwithyou.Youdidsomuchonthe front-endwithgettingtheprospecttospeakwithyouandlisteningtotheir needsataminimum youwanttohaveconsistentfollowup. Followingupallowsyoutobuildrelationshipswithyourprospectsandcustom- ers.Theyfeellikeyoulistenedtothem andyousincerelywanttohelpthem whenyoufollowupwiththem.Yourfollowupsdontneedtosellanything.In doingthis,youllfeelbetteraboutyoursalesprocessbecauseyoudidntjust pitchthem onaproductandleave.Youtoldthem aboutyourproductconsid- eringtheirpainpointsandcontinuedbuildingarelationshipwiththem after- wards.Thistransitionfrom coldandstu鍖ytohelpfulandfriendlymakesa worldofadi鍖erenceinyourclosingratioandmakesyouandtheprospectfeel goodaboutthesale. Oncetheprospectbuysyourproduct,itsevenmoreimportantforyouto followupwiththem afterthesaleyouwanttobeaccountable.Iftheprospect buysandhastroubleusingyourproductandtheydontreceivethesupport theyneed,youcanlosethatcustomerfasterthanittookyoutogetthem.You wanttogiveyourcustomersagreatexperiencewithyourproductsandmake suretheyregettingsatisfactionfrom it.Iftheydontknowhowtouseyour productordontfeelliketheyhavethesupporttheyneed(theyreconfused andhaventreceivedgoodcustomerservice),thentheyrenotgettingresults.Ifandhaventreceivedgoodcustomerservice),thentheyrenotgettingresults.If yourcustomersarentgettingresults,thenbothyouandthecustomerwont feelgoodaboutthesale. Ifmakingsalesthatfeelgoodisachallengeforyou,considerthesebestpractic- esandseeifyoufeelbetterinacouplemonths.Sellingishardtellingiseasy. Remembertokeepyourprospectattheforefrontofeverything.Alwayscom- municatevaluetotheprospect(thisshouldbewhatsinitforthem,notyou). Thedi鍖erencebetweenasalethatfeelsstu鍖yandasalethatfeelsgoodisall inthefollowupprocess. Buildingarelationshiptakestime,itsmorethanjustaninitialmeetingorone followupitdoesnthappenovernight. Salesareahugepartofeveryorganization.Thisiswhatkeepsthelightsonand makesthebusinessrun(nottomentionthisishowyoukeepyourjob).There aremanysalestechniquesouttherebutnotallofthem feelgenuine.Youmay befacingsomesellingchallengesasmostsalesprofessionalsdo.Ifyoufeellike aslimycarsalesmanwhiledoingyourjob,thenyouprobablyneedtomakea fewshiftsbothmentallyandstrategically. Herearesomebestpracticeswhenitcomestomakingsalesthatfeelgood. Thesetechniquesareagreatwaytokicko鍖yoursalesplanningandfeelgood aboutyourcontributionstoyourorganization. http://www.convergehub.com 510.924.1683 info@convergehub.com