English
ΕλληνικαDo you know that the average salesperson does not really know what should come before and after the process of shooting down objections and attempting to close the sale?
There are ways of calibrating the sales pitch, which now have to be seen as a method rather than an improvisation.
Ask yourself if you are a salesperson, or your salesforce if you are an entrepreneur, the following question: “What are the stages of the selling process?” The answers you will receive possibly lack the following words: preparation, approach, interview, presentation, objection, closing. If this happens, there is no sales readiness. Meetings with clients, if scheduled, tend to last longer than necessary and there is minimal cold calling or unanticipated contact with clients.
As a consequence, the clients’ objections are not respectfully addressed; meaning that they are not successfully solved. The sales closing process, at a notable degree, is set back by the salesperson himself. As a result, the sale is unsuccessful.
Do you have the tools to successfully deal with any objection?
Here are 20 specific techniques to overcome objections. Using them always results in an increase of your sales.
1. Customer brings up pre-established co-operation: “I already have a supplier, I am satisfied.”
Salesperson: Of course you are!!From what I understand, your company has been working for…years. Surely you have suppliers for all your needs. I’m talking about something quite different: the small order I previously mentioned will allow us to save your company’s information in our database – it will be a minimal transaction between us. That way, if you ever need anything, we’ll be able to provide our services wasting no time!
2. Procrastinates by requesting further information: “Send me an email with info.”
Salesperson: I will absolutely send you an email with all the information in my disposal. I just wanted to take advantage of the fact that we are speaking in person so as to tell you that our company has had the edge for the last … years in the field of…, and especially in (mention USP). It is no coincidence that our clients include (mention client names if possible).
3. Blames economic crisis: “Things are really bad right now.”
Salesperson: It is well known that some of the greatest opportunities are born during times of crisis. If you conduct your transactions with suppliers who have this mentality, it will be easier to recognize and exploit opportunities when they do come by. In reality we can – and it happens with many of our clients – earn more money than we do today, as long as we can build some trust to work together.
4. Blames expensive price: “Your prices are too high.”
Salesperson: To which specific product code are you referring? We are talking about a sum of several thousand. Our pricing reflects the same that you will find in other suppliers: we are extremely competitive in a great number of codes. It is true there is a high possibility we will not offer the best market price in some cases, but the overwhelming majority of codes are priced at a very reasonable level, allowing opportunities for cooperation with all who are aware of what we have to contribute to the market. But what exactly did you have in mind? I imagine it was something very specific, which must be analyzed in terms of shipping time, stock, reliability, etc.
5. Blames tight credit margin: “Do I seriously have to pay off everything in such a short time??”
Salesperson: We’ll have to check it overall. Payment is the conclusion of an existing transaction. It is no use talking about how we get paid or how you get paid in general. Let us instead look at how you can profit through us – that is how businesses grow together. Starting from a specific order, possibilities swell and co-operation takes place. Our role in the market is to create wealth – not to extinguish it by hiding behind the shield of our trading policies.
6. Distrusts the value of the proposal and the comparative market advantages: “Why would I want to work with you?”
Salesperson: This is great: you’re giving me the chance to tell you of our unique competitive advantage. I will present it to you in less than ten seconds and will give you a simple clarification after that. In two minutes from now, you being the business man that you are, will have either agreed or not in what I have to say. (follow 10” and 90” presentation of USP)
7. Does not appreciate product due to stock affluence: “You always have stock.”
Salesperson: We do always stock up, because we try to do our job well. But nothing guarantees there won’t be a bad time, when you will demand and we won’t be able to supply. Everything is finite on this planet and our products are no exception to this rule. Why should we not be prepared for work – that way, we can always be assured we will have work!
8. Demands proof of success (testimonials/success stories): “Where else do you sell?”
Salesperson: You’re running ahead of me! I was just about to mention two indicative client cases. The first one started working with us two years ago…and the second one two months ago, and….
9. Neglects the investment value: “I won’t buy this, I don’t want it.”
Salesperson: You’re right. But in our days it pays emphasizing that, deciding to work with a new supplier is a new investment. How can you expect to sell your products and earn your target revenue if you’re not willing to carry out some corresponding expenses? Expenses are investments, rather than just “expenses.”
10. Blocks via a string of aggravating comments: “All you salespeople are…”
Salesperson: You are right, and this is true in all business areas. There are good and bad professionals in every division. What is left for us to do? Only to work with the best in our field.
11. Compares with/ Exploits the competition: “So-and-so.Corpare doing…”
Salesperson: I cannot verify this. It’s possible. Does this apply to all their product codes? Do they have reliable product availability? You see, most people nowadays know that there is almost always a catch when something is offered for free. Besides, streetwise economists state that there is no such thing as a “free lunch.” What is “free” is usually paid for by someone else. Let us try to ensure that that someone is not us.
12.Doubts contact/follow-up reliability: “Will I be able to find you easily? You salespeople are really hard to track down.”
Salesperson: When it comes to this well-known fact, my actions will speak louder than words. My behavior will prove whether or not I am an exception to the rule and whether or not I can work with you as a strategic partner.
13. Overlooks reason of existence in market: “I don’t need you / You’re unnecessary.”
Salesperson: We do have a reason of existence in the market. This is proved by the testimonials of our clients, who we have provided with solutions in… I specifically remember one client who mentioned that, before familiarization with us, he was always…(good knowledge of the professionaland relevant fields helps)
14. Defends with negativity: “No, no, no.”
Salesperson: (Goal is to create a stream of positive answers)You’re giving me the opportunity to ask you a very specific question: does our field deserve a better luck in this and this point? “Yes”
Salesperson: Through our actions, can you and I regulate even a small part of this professional sector? “Yes”
The salesperson continues posing such questions so as to create a positive flow of answers from the client’s part, pointing to a pressing need to work together.
15. Requests discount: “I would like to reduce my costs. What’s your best price?”
Salesperson: In such trying times, it makes perfect sense to demand the minimum possible pricing and the increase of profits. We can help you succeed in both. Allow me to show you how: (analyze current offers and profitable proposals for customer)
16. Displays insecurity: “I feel…”
Salesperson: Doesn’t everyone? These days, people seem to feel under the weather without reason. This is perfectly understandable and I assure you it happens to everyone who is under stress. But stress differs from action. Every day we have to strive to do our best and, with the right partners, doing our best becomes easier. By understanding and bracing what you are feeling, I openly encourage you to work with us.
17. Indicates need for alternative solution: “I’m not sure.”
Salesperson: I have an alternative for you. When the economy is difficult, there’s no use to further cripple your market ability and postpone your plans. Compared to not ordering anything at all, it is preferable to decrease the size of your order. That way, you will also decrease your investment risk.
18. Requests postponement: “I think we should postpone it.”
Salesperson: Postpone it as much as you wish. In these cases, however, we should keep in mind what I recently heard in a seminar: When we postpone, we postpone everything. Everything we deserve and everything we want to live. When you act now, you must deal with the pain of discipline. When you postpone, you must deal with the pain of regret for what you could have done and did not do.
19. Doubts credibility: “How can I trust you?”
Salesperson: You’re right, you can’t. That is why, in our company, we have made a big decision: We offer, apart from verifications, written guarantees and all related documentation, a silent pledge, which is nothing more than the time we devote to you in order to build and maintain our good reputation and good customer references – something that all suppliers are after, but only few worthy ones can actually attain.
20. Feels unheard: “You’re not listening to me.”
Salesperson: Most of my colleagues are, indeed, bad listeners. I make a great effort to listen, although I do not always succeed. Thank you for mentioning it or showing it to me in your own way, thus giving me a chance to bring up a technique that I know of, but do not always implement; the ETHOS technique: The customer needs Engagement, Tenacity, Hardiness, Organization and Self-composure.
