Sales Objections – A Lesson from MLM

It’s not often I find things to be enthused about with MLM, maybe that’s just me.

However, I stumbled across a post today from an MLMer and thought much of the advice given about handling objections was sound.

So much so, that I have posted a link to it below.

Loved the comment, ” The purpose of handling an objection and the only purpose of handling an objection is to help your prospect get past what’s currently stopping them from getting what they want.”

It also says, “the success of your MLM business will depend largely on your willingness to help others and the willingness to undergo the right training.” Now that reads to me like it’s a pretty good formula for success in ANY sales business.

Further it says, “Also remember that you’re not handling an objection to get the person into your business. Instead, focus on helping your prospect to get what they want when they are asking you a question or giving you an objection. The objection or the reason behind the objection is stopping them — so help them.”

I think the article is well worth a read interms of handling sales objections for any business not just MLM

Handle Every Objection.

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Sales Objections – Do you know what their Problem Is ?

We are all taught as salespeople to solve problems, deal with sales objections and we’ll get the order.

Even Tom Hopkins has been known to say that we, as salespeople, are PPss = Professional Problem Solvers.

Now given our eagerness to solve and the pressure put on us by the economy and our company wanting to improve results there is a tendency to jump onto the first problem that our prospect’s raise.

This maybe causing us to run into far more sales objections than we might if we just dug a bit deeper before we started offering a solution.
Digging deeper might allow us to build the value of our solution by expanding the problem (in breadth or depth or both).
It’s a bit like the IMPLICATION part of the SPIN Model.

Below is an excellent article by Eric Luhrs, well worth a read.

You think you know what your problem is. But you don’t know what it is. And that is a problem!


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Sales Objection – “We Don’t Deal with Sales People”

How many times have you ever run across the objection, “we don’t deal with salespeople” ?

How do you handle that ?

If you’ve had troubles handling it you may like to consider using the Agreement Frame.

You can find out about that in my book on handling sales objections.

Alternatively, I just read an interesting post that offers some suggestions at how to handle that objection.

It starts out with “How many times have you come across a gatekeeper who says, ‘We Don’t Deal With Salesmen’ or ‘We Don’t Take Cold Calls’? Don’t worry any longer! You don’t have to be stumped for words. Try these sales objection scripts,..”

You can read the full post here.

Fear of Handling Sales Objections

Fear of sales objections can make you far less adept at handling them.

That attitude of fear and lack of confidence comes across to your prospect.
They don’t know what it is just that something feels wrong.
They may then begin to question whether they trust you (your competence or your motives).
From that point the sales becomes a lot more difficult.

I read a post recently that talked about this but only in a general; sense.
The points made were valid but lacked detail.
Could be worth a read for you though. the link is below.

Why do you fear Objections

Video on Sales Objections

Not sure if I agree with most of what is said in this video but it’s worth watching as there are some good points.

Sales Objections and The Agreement Frame

If you recall the last blog post the first thing I said was that when you get sales objections you need to Breath and not panic.

The next piece of advice I gave was to acknowledge the objection you have just received.

One of the worst things you can do when you get sales objections is to say, “ yes…but”.

Maybe you’ve already been told that by a sales manager or a senior sales person?

Did they tell you why?

You do not use “yes…but” because “but” negates everything that has been said before it in a sentence. It works like a mental eraser.

It basically says to the person you are talking to that what they have just said doesn’t matter.

Problem is, I’ve seen many sales people that do this. Customer says, “your product is too expensive” and immediately the salesperson responds, “yes… but it’s…” and follows with a few benefits of the product (worse still some salespeople just roll out a list of features of the product).

How do you avoid using “yes…but” or just avoid using “but” for that matter

If you change the “but” to an “and”, the sentence will sound less confrontational, you will be acknowledging what the prospect has just said and you are more likely to get your outcome. Especially, if you add a softener in front of the “and”

The next thing I said in the first blog post was to ask questions about the objection. This is what “and” leads into beautifully. And once again use a softener BEFORE the “and”.

This is the Agreement Frame and is a much better way of responding to sales objections.

So, in responding to people as a salesperson replace “but” with “and”.
Precede the “and” with a softener.
See the examples below.

·           I understand … and

·           I appreciate … and

·           I agree …. and

·           I respect …. and

·           I recognise…..and

 

Then use the following softeners after the “and”

·           ….I was just wondering

·           ….I am curious to know

·           ….I am interested to know

·           ….I am fascinated to know

·           ….I was thinking

·           ….I was (found myself) asking myself

·           ….you know I am interested in

·           ….I’m just interested to know

How about an example of this Agreement Frame in action.

Prospect says,
”The car you are offering us in not roomy enough.”

Possible responses:
”I appreciate that you think the car is not roomy enough AND I was just wondering how you determine what is roomy enough?”

“I understand that you think you need a lot of room for your family and I am curious to know how will you know if a car is roomy enough?”

“I agree that a car has to have enough room for you and I am interested to know how you figured out how much room you actually need?”

When you use The Agreement Frame to respond to sales objections you’ll get a much better response from your prospects.

 Below are some interesting articles:

 

  • are salespeople worth the money they get paid? – this is a question that is often asked when i speak to managers looking to recruit. it is often uttered by operational staff and managing directors who resent paying salespeople their relatively high market rates. …

  • Objection-handling techniques and methods – Objection Chunking: Taking a higher or lower viewpoint. Conditional Close: Make closure a condition for resolving their objection. Deflection: Avoid responding to objection, just letting it pass.

  • Chapter 12 – Handling Objections – An objection is anything the prospect says or does that is an obstacle to smooth closing. Learn to Accept Objections as a Challenge Which, When Handled Correctly, Will benefit you and Your Prospect. If You Fear Objections You Will Fumble Your Response Often Causing You to Fail.

 

Sales Objections –

 At the start of this Blog I said it was important not to panic when you hear a sales objection.

One of the best ways to do this is to have an automatic response.

An automatic response not only prevents you from respoinding with a dumbfounded look on your face but also gives you time to think about a respoinse.

I have already mentioned that for many years my automatic response to “your too expensive” was to respond with “compared to what?”

When you hear an objection other than price you coulod employ a method I learned from Lee DuBois.

Whenever, Lee encountered any objections he would say,

”Obviously you…” often followed by “just suppose”.

I’ll give you an example.

Customer raises objection.
You respond with.
”Obviously you have a good reason for saying that. Do you mind if I ask what it is?”
Then the customer gives his/her reasoning.
Then you meet the prospect’s condition exactly with:
”Just suppose ..( meet condition )… then in your opinion do you feel you could proceed… etc”.
If the customer says “No.”, then you repeat the process. 
(i.e. you say “Obviously you” again.)

This automatic response stops you from being stuck for a response, allows you to smoke out the real objection while at the same time showing respect for the prospects sales objection (the “good reason” comment shows respect for their opinion).

Try it, you might be surprised how effective it is. 

Here are some articles you might like to read

Three Major Reasons Sales Objections Come Up

 

 

 

 

 

What are the three underlying factors behind sales objections?

Salespeople face objections that are due to :

1. Skepticism
2. Misunderstanding
3. Stalling

The best way of handling objections is to be a knowledgeable, interested salesperson whose mission is to help the prospect achieve his objectives. Remember that the word “sales” is derived from the Norweigen word “selje” which literally means to serve.  So, if you keep it in mind that you are there to serve the prospect you’ll be well on the way to responding appropriately.

Remember to stay positive and respect the prospect’s objections  as legitimate concerns. The Agreement Frame mentioned in an earlier post will help you react to objections as legitimate.

I’ll discuss the first group of objections today and the other groups in a later post

Skepticism

If the prospect seems skeptical about your presentation, your product / services or your ability to deliver, it could come from one of the following situations:

Promising too much. If you promise too much or trivialize the uniqueness of the prospect’s situation you run the risk of being unbelievable.

Failing to establish rapport. You must listen and respond effectively. Concentrate on being interested in them and not on trying to be interesting to them. There’s a vast difference. You can get away with all sorts of mistakes if you are interested. Learn to listen and respond effectively.

Not asking the right questions. Know enough about the prospect’s needs to be able to ask probing questions. Asking good questions is just as important as giving good answers.

Not fully answering questions. The prospect’s questions are real; do not think that they are ‘dumb questions’, and do not avoid a question because you think it is trivial. By not answering all questions, the prospect could think you are trying to conceal something.

Becoming defensive. If you appear to be defensive to an objection, you might antagonise the prospect. Always be open-minded, responsive and reply enthusiastically, not defensively.

Not Client-Centered. If you speak in general terms and do not address the specifics of the prospect’s objection, you have not given him the answer he is looking for.

Being hasty. If you rush through your presentation or do not give enough consideration to the prospect’s concerns, you could make the prospect feel uneasy. Never linger on any one point, but do not give any quick answers either.

Avoid these mistakes and you’ll avoid skepticism.

 

Here is a list of articles you might like to take a look at:

 

  • 10 things to expect from your logo designer – Choosing the right designer is vital. Anyone can design a logo, but not everyone can design the right logo. This article details 10 things to expect from a logo designer, helping you make the right decision. 1. A strong portfolio …

  • are salespeople worth the money they get paid? – this is a question that is often asked when i speak to managers looking to recruit. it is often uttered by operational staff and managing directors who resent paying salespeople their relatively high market rates. …

 

 

 


 

 

 

 

Handling Price Objections and the Real Reasons We Get Them

This is an interesting article on handling price objections.

Given that this is probably the most often raised sales objection it could be wise to read everything you can on the topic.

The info is quite basic but remember it’s important to keep the basics in mind with any skill.

Happy reading, Greg


Handling price objections and closing more sales by overcoming this common objection with techniques developed by a working sales manager for professional sellers.

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