“An objection is not rejection; it’s simply a request for more information.….”
Many people think of objections (or questions) about your product or service as a bad thing, but in fact, that couldn’t be more untrue. If your prospect raises an objection, that's actually a good sign. The fact that they are bringing up a concern or some questions means they’re giving you a chance to find an answer for it. If someone is completely disinterested they won't bother to object – generally, they will just sit through your presentation in silence and then politely send you away.
However, when you hear an objection, it's important to address it in a thorough and professional way. If you don't resolve that objection, the prospect won't be able to move any further along in the sales process. Below are some simple strategies to help resolve your prospect's objections.
Listen first before responding
Don't jump all over the prospect as soon as they say “But what about...” listen, then ask a question to clarify their concern, make sure you have understood them correctly, don’t assume anything. Asking a clarifying question may help you realise they are not objecting at all…. They just want to learn more about you and your business and what you have to offer.
Repeat back what you heard
When you're sure the prospect is finished talking, think carefully for a moment and then repeat back the gist of what they have said. Something like “I see, ok, so if I’m hearing you correctly you're concerned about costs, is that right?” This shows that you were listening and allows the prospect an opportunity to completely clarify.
Explore the Reasoning
Sometimes the first objections aren't the prospect's real concern. For example, many prospects don't want to admit that they don't have enough money to buy your product, so they'll raise a few other objections instead.
Before you launch into answering an objection, ask a few exploratory questions, like “Has product cost been a big issue for you? How has it affected you in the past?” Draw the prospect out a bit.
Answer the Objection
Once you understand the objection completely, you can answer it. When a customer raises an objection, they are expressing fear and want you to remove that fear. If you have specific examples, such as a story from an existing customer or a few statistics, present them – hard facts make your response much stronger.
Take a moment to confirm that you've answered the objection fully. Usually, this is as simple as saying, “Does that make sense?” or “Have I answered your concern?” If they answer in the positive, you can move on. If they seem to hesitate or act uncertain, you may not have fully resolved their concerns and may want to try a different example.
Redirect the Conversation
Bring the prospect back into the flow of the sales process. If you're in the middle of your presentation when the prospect raises an objection, once you've answered it quickly summarise what you'd been talking about before you move on.
If you've finished your pitch, check if the prospect has any other objections, if the answer is NO, then move to close and ASK FOR THE BUSINESS!
This week spend some more time preparing, making calls and handling questions like a pro. Make sure you are asking for the business, a vital step that many forget and one that could loose you a great opportunity. Don’t be shy, just go for it, you have nothing to lose and everything to gain!!!!
Remember - You are not alone…. You have a whole tribe of women within the IWOP network with a variety of skills, backgrounds and experience ready to share and care.
Till next Thursday, STAY INSPIRED #TGIT
Author: Tamara Awudu, Founder - Purple Cow - business communications