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Steps for Addressing an Objection
Step 1 - Hear them out
Give your prospect your full attention and avoid
temptation to think about your response while they are speaking. Learn to be an active listener. An active listener is not only listening to what their prospect is saying, but is also trying to discover meaning behind their words. Research indicates that 65% of our communication is nonverbal. Therefore, it is vitally important to pay attention to body language and listen for voice inflections. In addition to observing your prospect’s gestures, you must also learn to be mindful of your nonverbal signals.
Step 2 - Feed it back for clarification
By feeding objection back in form of a question it gives your prospect an opportunity to expand upon their concern. For example, if your prospect said they don’t have money in their budget, you would feed it back saying, “You don’t have money in your budget?” This technique reduces perception of pressure. By having opportunity to explain their position, your prospect will frequently answer their own objection. Another reason it is important to clarify objection is to make sure you are addressing their exact concern and not creating a new one. Some objections are of greater importance to your prospect than others. After you clarify objection, you need to ask your prospect how important that concern is to them.
Step 3 - Answer objection
Take following into consideration:
·Stay big picture, but be prepared to provide details as necessary.
·Use graphs, charts, or numbers if using big picture approach isn’t effective.
·Verify objection has been resolved.
Step 4 - Ask for order
You may have to ask for order several times before you get sale, so make sure you vary your closing questions. Remain patient and be persistent without becoming argumentative.
John Boe, based in Monterey, CA, is recognized as one of the nation’s top sales trainers and motivational speakers. He helps companies recruit, train, and motivate salespeople to achieve peak performance. John is a leading authority on body language and temperament styles. To view his online Video Demo or to have John Boe speak at your next event, visit http://www.johnboe.com or call (831) 375-3668.
