Let's not kid ourselves.
Whether you're good at it or not, a sales objection is never pleasant.
We could do without it.
While an objection can be a nightmare for the average salesperson, the best ones use it to gain the trust of the other person.
It is impossible to succeed in a sales career without knowing how to handle objections.se
Yet few train to deal with the more common ones.
With negotiation, it is commercial competence that makes the difference.
Dealing with a sales objection is an art. Here are some tips.
Ask the right question
The worst thing you can do is to rush in and answer off the cuff.
One sales objection can hide another: start by making sure you understand your prospect.
Ideally, rephrase the prospect's question: "When you say it's expensive, it means you're afraid it won't be profitable, right?
For every sales objection, challenge!
Keep calm
When you panic, you give your prospect the impression that you are feverish and thatthey are touching a nerve.
In "one call closing" one of my favourite sales books "sales objection chapter" Claude Whitacre, then a door-to-door hoover salesman (sounds dreamy) tells us:
"No matter what sales objection you encounter, keep calm. Act as if you are being asked a simple question".
You will soon understand:
Sales people, who have all the answers, lose the trust of their interlocutor. This is suspicious.
Example of a sales objection:
Prospect: "I have a doubt, is your product of good quality?"
Average salesperson: "Of course! You won't find better on the market".
The best answer is "I'm tempted to say yes, but to be perfectly honest it depends on how you use it".
Obviously you have in mind the use that your prospect will make of your product and you are quite confident that it will suit him.
When you encounter a sales objection.
Even if you have the answer.
Take time to think before you give your answer. It always looks more serious.
Do not engage in long monologues
You have taken time to think about your answer. This will allow you to be succinct.
You will have to make it clear to your prospect that you are used to dealing with this type of problem for your clients.
The longer your answer is, the more you give the impression that you are justifying yourself and that you are not convinced by your answer.
Chapter sales objection - one call closing.
The best answers to objections are those that get to the point.
Household tip: Even if you face an objection you are not ready for and your answer is not convincing, you should still be able to answer it.
Force yourself to stop and hold your prospect's gaze. Don't look like you're doing anything.
Even if it means entering into a longer exchange with the prospect.
Maintain a high level of interaction
Your conversation should go something like this:
Set up a conversation. Build the exchange. Your prospect tells you his latest reservations, you answer him with other questions.
Make sure you conclude
Make sure you have answered the objection correctly.
"Did I answer your question correctly?
Beware, learn to identify hidden sales objections.
At the end of the meeting, some prospects will say "very well, thank you very much for the demonstration, we will take time to think about it".
They don't dare to say "No" to you.
You feel it and you know it.
But we salespeople don't like conflict so we say "great" with our best smile.
This is extremely important.
Know what is real and what is not: there are hidden sales objections.
If your prospect replies "it's much clearer" you are in a good position to close.
Conclusion
To respond to an objection, apply the tips above:
- Ask questions to find out more and get as much information as possible before answering.
- Whatever happens, stay calm and avoid giving the impression that you have all the answers.
- The shorter the answers, the better. They get to the point.
Ideally, you manage to turn the exchange into a simple conversation.
The best can do it, so why not you?
Best,
