Responding to objections, a great sales opportunity!
Objections are requests for more information about the value of your product or service. They surface through the sales discussion and frequently occur when you ask for the sale. Realize that most objections are actually sales opportunities!
In fact, you would not hear any objections if the potential clients were not interested in what you have to offer. Think about it, why would they bother telling you that something needs to be discussed if they were not considering your offer? Wouldn't they just walk out?
When that occurs, during your conversation, follow these simple steps that will assure you some success in responding to any objection.
First, Listen - Be sure that you understand the objection and what lies underneath.
Then, Empathize - Show them you are also concerned and understand their concern.
Third, Isolate It - If it is rate, for instance: "...other than rate, do you have any concerns?"
Fourth, Respond - Methods for what to say/do when responding to objections are described further down. Even if uncomfortable, it is important to respond. There might not be a solution at first, but just the fact that you are upfront with this concern shows that you are also interested in this guest.
Lastly, Verify - Make sure you are on the right path and have adequately responded. As an example: "Does that make sense to you?"
The most important thing to remember when responding to objections is to NOT take it personally and to thank them for bringing them to your attention. They are doing their job and you are doing yours.
Here are 4 methods for responding to objections.
1. Use Similar Situation - Feel, Felt, Found, Find
This is basically bringing up something that happened with another client and that could possibly work for this one. It is a form of a third party testimony. Here's how it could sound like:
"I understand how you feel, because another company felt the same way. They found the transportation worked well and I think you will find the same thing."
Verify: "What do you think?"
2. Put the objection in perspective
Show them it is not a big problem while showing empathy and certainly without diminishing the problem. If this is a concern for them, it becomes your concern too. This is just to ensure you can rationalize a concern that "might" not be one.
"I understand that the fitness center is important to you. How many people will actually use or need the fitness center?
Verify: "Are you comfortable with this?"
3. Restate the benefits
Sometimes, it is good to remind the guest how he/she will benefit from your product or service. There are many things that are discussed and sometimes one tends to lose sight of all that you can do for them.
"Don’t forget that we provide free transportation and breakfast. Which means to you good savings..." Verify: "How does that sound?"
4. Alternatives
You can choose this if we can’t offer that!
"If I can’t get breakfast added as a part of the rate, I can discount your meeting room.
Verify: " Would that work for you?"
It is important to offer alternatives as people prefer to feel like they are in control, so offering choices is a great way to allow a potential client to feel in control. If you must say “no” to a potential client, it’s important to offer an alternative to offset the bad news you have to deliver.
Try this: take a few minutes and determine the Top 5 objections you hear. Once you completed the list, practice your responses by writing a possible answer for each of the four methods...you will be amazed with the results!
In fact, you would not hear any objections if the potential clients were not interested in what you have to offer. Think about it, why would they bother telling you that something needs to be discussed if they were not considering your offer? Wouldn't they just walk out?
When that occurs, during your conversation, follow these simple steps that will assure you some success in responding to any objection.
First, Listen - Be sure that you understand the objection and what lies underneath.
Then, Empathize - Show them you are also concerned and understand their concern.
Third, Isolate It - If it is rate, for instance: "...other than rate, do you have any concerns?"
Fourth, Respond - Methods for what to say/do when responding to objections are described further down. Even if uncomfortable, it is important to respond. There might not be a solution at first, but just the fact that you are upfront with this concern shows that you are also interested in this guest.
Lastly, Verify - Make sure you are on the right path and have adequately responded. As an example: "Does that make sense to you?"
The most important thing to remember when responding to objections is to NOT take it personally and to thank them for bringing them to your attention. They are doing their job and you are doing yours.
Here are 4 methods for responding to objections.
1. Use Similar Situation - Feel, Felt, Found, Find
This is basically bringing up something that happened with another client and that could possibly work for this one. It is a form of a third party testimony. Here's how it could sound like:
"I understand how you feel, because another company felt the same way. They found the transportation worked well and I think you will find the same thing."
Verify: "What do you think?"
2. Put the objection in perspective
Show them it is not a big problem while showing empathy and certainly without diminishing the problem. If this is a concern for them, it becomes your concern too. This is just to ensure you can rationalize a concern that "might" not be one.
"I understand that the fitness center is important to you. How many people will actually use or need the fitness center?
Verify: "Are you comfortable with this?"
3. Restate the benefits
Sometimes, it is good to remind the guest how he/she will benefit from your product or service. There are many things that are discussed and sometimes one tends to lose sight of all that you can do for them.
"Don’t forget that we provide free transportation and breakfast. Which means to you good savings..." Verify: "How does that sound?"
4. Alternatives
You can choose this if we can’t offer that!
"If I can’t get breakfast added as a part of the rate, I can discount your meeting room.
Verify: " Would that work for you?"
It is important to offer alternatives as people prefer to feel like they are in control, so offering choices is a great way to allow a potential client to feel in control. If you must say “no” to a potential client, it’s important to offer an alternative to offset the bad news you have to deliver.
Try this: take a few minutes and determine the Top 5 objections you hear. Once you completed the list, practice your responses by writing a possible answer for each of the four methods...you will be amazed with the results!
Francis Prézeau
Signature Canada is a leader in training employees to deliver legendary customer service while increasing sales. Since 1986, Signature’s unique training methodology has provided a measurable ROI for our customers, compelling them to return year after year. www.signaturecanada.ca