Use a Process to Craft and Answer Objections ‘Artfully’
Do you memorize words easily? I don’t. But, I can remember the important processes if I have a system to hang my mental hat upon. You need a process.
Memorizing the ‘Answers’ Is Just so Old-School
Why not just memorize the right answer and tell the consumer? Well, that’s the short way, but it doesn’t work. Why? Because throwing an answer right back to the seller or buyer sounds like you’re arguing with them. The secret to handling objections is
to use a process which changes the adversarial relationship to one of adult conversation.
I know. You want the answer to every objection because you think that’s what you need to be comfortable with buyers and sellers. I believe that’s because of the anxiety that happens when the seller or buyer throws up an objection. The agent’s first thought is panic. Then, she grasps for the first thing that comes to mind—and blurts it out. Or, she stands there with an incredulous look on her face. Agents need not be so concerned about glib answers. What they should be concerned with is that they know the process.
What Process Does for You
- It gives you time to think.
- It gives you more information from the seller.
- It allows you to be a problem-solver with the seller, not an arguer.