Be advised that many questions from your customers are actually \u201cobjections\u201d in disguise. So pay particular attention when questions are asked … then listen intently so you can truly understand exactly where your prospect is coming from.<\/p>\n
This brings us to what we call\u2014The Customer\u2019s Final Objection<\/strong> It\u2019s important to note:<\/em> How do you recognize the difference?<\/em> There\u2019s really six core objections<\/strong> when you are asking for the sale. To understand them, you need to look at the \u201cwhy\u201d behind the \u201cwhat.\u201d Understand the psychology of the mind of your consumer. Here\u2019s where the behavioral science of what my team at JC Marketing Communications does and how that factors in.<\/p>\n So why is the customer who you courted and built a relationship with giving you an excuse?<\/em> One area of our brain is the \u201cfight\u201d or \u201cflight\u201d part! It\u2019s the part where you reach a state of fear when making a decision. One expert refers to this portion of our psyche as the \u201creptilian\u201d part of our brain.<\/p>\n Next … you can look to the second area\u2014which is referred to as the \u201cinner brain.\u201d That\u2019s the place where people go when they\u2019re in love … or listening to a great song. That\u2019s the \u201chappy place\u201d part of our brain.<\/p>\n Then there\u2019s the third part called the \u201csmart brain.\u201d It\u2019s where people go when they\u2019re learning new concepts … or doing things like balancing a checkbook. In this case, it\u2019s when we are learning the particulars of a product or service.<\/p>\n So when you are \u201cselling\u201d you must understand that a prospect cannot access all three areas of their brain simultaneously. We humans can\u2019t access our \u201creptilian\u201d part of our brain without first passing through our \u201chappy place.\u201d What does that mean for you when trying to close a sale?<\/p>\n The consumer could be scared or suspicious.<\/strong><\/em> Why you ask? We haven\u2019t earned enough TRUST throughout the sales process … or maybe their embarrassed because they can\u2019t completely afford your product or service … let alone understand what it is that your selling. They might not be a \u201creal buyer.\u201d I would even venture to say \u201cthey\u2019re shopping you.\u201d<\/em> Sometimes the person you\u2019re meeting with is NOT the decision maker, but have been playing like they are.<\/p>\n So if you get an objection, the worst thing you can do as a salesperson is challenge it.<\/strong><\/em> Many of us have made that fatal mistake. That response often comes off as an attack on your prospect\u2014at least that\u2019s how they will hear it. Often times that approach moves your prospect from an emotional state of fear … to even more fear\u2014or a heightened ANGER state.<\/p>\n Your whole goal is to get to the \u201creal objection.\u201d<\/strong> Ask questions of your prospect to get to the actual reason. Find ways to move your potential customer to their \u201chappy place.\u201d Take the pressure off the customer by giving them relief. Put away your things like you are ready to leave. The very act of you looking like your \u201cmoving on\u201d provides relief to your prospect. That puts the customer into their happy place & you should genuinely use this as an opportunity to begin building rapport again. Change the subject. Ask questions like \u201cSo, how long have you been with this company? What are your weekend plans? What do you like to do in your spare time?\u201d Be creative and genuinely build honest rapport. Changing the subject gets your prospect out of the \u201cfight\u201d or \u201cflight\u201d mindset.<\/p>\n As you\u2019re packing up to leave\u2014you may also learn how much time the customer needs to make a decision by asking them point-blank. Try to even set a followup appointment. If it\u2019s a week or two … then ask the question: \u201cLet\u2019s flash forward … can you foresee what concerns or questions you might have at that time?\u201d<\/em> I will say that almost 70% of the time the real reason will be revealed. You got to his\/her answer because you changed your prospect\u2019s emotional state, getting them to \u201cthink\u201d again.<\/p>\n Next, isolate the objection.<\/strong> Here are the six common or typical objections:<\/strong><\/p>\n 1) \u201cI don\u2019t know if we can use your product or service. We\u2019re sort of interested, we\u2019re doing research to see if it\u2019s for us. It might be a luxury product versus a necessity … we\u2019re not sure if we will use it to the full potential.\u201d<\/em><\/p>\n 2) \u201cI just can\u2019t make this make financial sense. I don\u2019t see the value. I want to check out your competitor. I think I can get it cheaper\u2014I want to check out other companies who do what you do. I think I can get it better somewhere else.\u201d<\/em><\/p>\n 3) \u201cI don\u2019t know if I trust you and your company.\u201d<\/em> This objection is precisely about your not establishing credibility and your failure to build rapport.<\/p>\n 4) \u201cYour product or service is just too complicated.\u201d<\/em> People simply don\u2019t want to change. They\u2019d rather make no decision … than make a decision. They\u2019ll tell you what they have now is working fine. They basically don\u2019t want to upset the apple cart. They\u2019re happy to remain status quo.<\/p>\n 5) \u201cTiming. Real budgetary issues. Not in their budget this year. But we\u2019re looking anyway.\u201d<\/em><\/p>\n 6) \u201cThey have to talk to a third party … I have to run this by my partner … a spouse … a board.\u201d Or even personal politics … \u201cI told my friend\u2019s wife that I\u2019d use her company for my next project.\u201d<\/em><\/p>\n According to a published report on WNPR, the average attention span of an American at 8 seconds, we\u2019ll need to get to the real objection quick or we\u2019ll be strung along forever.<\/p>\n The longer you have to wait for the next appointment, the less likely you\u2019ll get a sale.<\/strong> <\/em>With a finite amount of mental space available to your needs, there\u2019s too many things to divert a prospect\u2019s attention from you. They might even buy something else that came up in the meantime. Perhaps a similar product that they think will do the job better, for less money\u2014a solution to their \u201creal\u201d or perceived problem. Or heck, maybe an emergency came up that depletes their budget and they will never buy your product because they used up their money for something else.<\/p>\n Introduce what one expert calls an \u201cinfant negative.\u201d This helps your prospect understand that YOU understand them.<\/p>\n Trust is a real issue today for just about everything. We\u2019re suspicious more than ever. Most people think \u201cthe salesperson will tell me whatever I need to hear to get his\/her the sale.\u201d<\/em><\/p>\n So here\u2019s an excellent thought. Don\u2019t paint your product \u201call sunshine & roses.\u201d Tell your prospect what your service or product won\u2019t do.<\/strong><\/em> Pick something small that won\u2019t kill the sale. Make sure it\u2019s NOT something congruent with the \u201creal objection.\u201d Frame it in a way so your prospect can understand. Your customer will honestly believe what your product will do. This moves a prospect from \u201cfear\u201d to a thoughtful conversation. Then, you can get them to their \u201chappy place.\u201d<\/p>\n To summarize: CHANGE YOUR PROSPECT\u2019S EMOTIONAL STATE BEFORE YOU CHANGE THE DEAL.<\/strong><\/p>\n With regards to getting an excuse or objection from a prospect … here\u2019s an exercise you can do right now. Write down all of the things you can say about your product or service that will get your prospect to their \u201chappy place.\u201d That is different from industry to industry so this requires some effort. Then develop your technique for each of the objections you expect to encounter.<\/p>\n REMEMBER:<\/strong> We\u2019re JC Marketing Communications\u2014 Be advised that many questions from your customers are actually \u201cobjections\u201d in disguise. So pay particular attention when questions are asked … then listen intently so you can truly understand exactly where your prospect is coming from. This brings us to what we call\u2014The Customer\u2019s Final Objection \u201cThe Customer\u2019s Final Objection\u201d is when you are […]<\/p>\n","protected":false},"author":2,"featured_media":0,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_monsterinsights_skip_tracking":false,"footnotes":""},"categories":[1],"tags":[],"_links":{"self":[{"href":"http:\/\/www.jcmcom.com\/jcmblog\/wp-json\/wp\/v2\/posts\/3072"}],"collection":[{"href":"http:\/\/www.jcmcom.com\/jcmblog\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"http:\/\/www.jcmcom.com\/jcmblog\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"http:\/\/www.jcmcom.com\/jcmblog\/wp-json\/wp\/v2\/users\/2"}],"replies":[{"embeddable":true,"href":"http:\/\/www.jcmcom.com\/jcmblog\/wp-json\/wp\/v2\/comments?post=3072"}],"version-history":[{"count":4,"href":"http:\/\/www.jcmcom.com\/jcmblog\/wp-json\/wp\/v2\/posts\/3072\/revisions"}],"predecessor-version":[{"id":3076,"href":"http:\/\/www.jcmcom.com\/jcmblog\/wp-json\/wp\/v2\/posts\/3072\/revisions\/3076"}],"wp:attachment":[{"href":"http:\/\/www.jcmcom.com\/jcmblog\/wp-json\/wp\/v2\/media?parent=3072"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"http:\/\/www.jcmcom.com\/jcmblog\/wp-json\/wp\/v2\/categories?post=3072"},{"taxonomy":"post_tag","embeddable":true,"href":"http:\/\/www.jcmcom.com\/jcmblog\/wp-json\/wp\/v2\/tags?post=3072"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}
\n\u201cThe Customer\u2019s Final Objection\u201d is when you are at \u201cthe moment of truth\u201d\u2014specifically when you are asking your buyer for a commitment … whether that be \u201cthe sale\u201d … or the \u201cmoney.\u201d<\/p>\n
\nNEVER confuse \u201cobjections\u201d with \u201cexcuses\u201d\u2014because you\u2019ll end up by reacting<\/em> to the prospect\u2019s \u201cexcuses\u201d … versus responding<\/em> to their \u201cobjections.\u201d<\/p>\n
\nYou look for \u201ccore objections\u201d …
\nhowever, \u201cexcuses\u201d will sound something like this: \u201cthat sounds great, send me a proposal\u201d<\/em> or \u201csend me something and I\u2019ll run it by my team\u201d<\/em> … \u201cwe need to think about it.\u201d<\/em><\/p>\n
\nThink about \u201chow are you as a consumer and analyze yourself?\u201d<\/em> How do you react when you\u2019re being \u201csold.\u201d It\u2019s simple and it has to do with the three area\u2019s of everyone\u2019s brain.<\/p>\n
\nSolution:<\/strong><\/em> Change your buyers emotional state before you change the terms of your deal. Some sales people hear the customers objection and automatically want to change the various items of the contract. i.e. payment terms, add more services for the same money … even drop the price. If you do that you will certainly lose credibility.<\/p>\n
\nLet\u2019s say they tell you they\u2019re going to talk to your competitor. Instead of defending your position, tell them that you \u201ctotally understand.\u201d<\/em> Chances are it\u2019s a big decision so you can say: \u201cthat\u2019s fair\u201d<\/em> … then immediately ask: \u201cis there anything else that would prevent you from moving forward?\u201d<\/em> You will isolate their position. 9 times out of ten you will get the \u201c real objection.\u201d Be on their side … your genuine respect will wind up positioning you as their ally.<\/p>\n
\nYour customer doesn\u2019t need to understand your product, they just need to know you understand them. After all, people don\u2019t care what you know, until they know that you care.<\/em><\/p>\n
\nwishing you a very blessed week!
\n860.621.8866<\/p>\n","protected":false},"excerpt":{"rendered":"