Are those objecctions knocking you dead? Or, are you ‘knockin’ ‘em dead’ with your objection handling? I mean that almost literally. Too many times, we’re so hysterical about memorizing the ‘right answers’ to objections, we forget we’re dealing with human beings. We get what we think is the ‘right answer’ answer, and then we shove it in their faces (verbally only, I hope).
The Problem With Being ‘Answer Man’
I know we want the answers to all those objections. But, that’s not the key to handling objections. Here’s the key:
Create a process to follow to assure you
- Understand the objection
- Have all the information you need
- Provide an appropriate answer
What NOT to Do
That means you don’t rush in with that clever answer the minute you hear the objection from your client! Why?
You need a ‘pillow’ between the objection and your answer.
Why a ‘pillow’?
You may know the answer, but, when you blurt it out (sometimes even before the poor client has finished the objection…), you end up creating an adversary out of the client. You don’t want that, do you?
What’s a ‘pillow’?
That’s a certain type of sentence or sentences to probe to find out what’s really going on with the client. It’s a time to clarify his objection, to get more information—to use your probing skills.
Practice your Probing Skills
Probing skills are used after you’ve heard the objection and have acknowledged it. These are queries like,
“Tell me more.”
Help me understand.”
The Best Part about This Approach
While you’re getting more information from the client, you’re constructing the best method to actually answer the objection. Sometimes, the client objection goes away, when he has an opportunity to talk about it.
So, don’t ‘knock ’em dead’ when you should be interested and curious about the client statement, and you’ll start mastering the ‘handling objections’ process.
The Process, Examples, and Actual Role-Played Dialogue
I’ve created a fun method to learn both the answers to common objections and the method to craft your own objection handling. With flashcards and actual written dialogue, you’ll be able to practice handling objections. And, I’ve included an audio CD where we actually role-play handling common objections. Why not get supremely confident about your ability to handle the most difficult clients and objections?
To see Buyers’ and Sellers’ Objection Busters, click here.