SuccessCo

Anatomy of a sales objection

Before a sales representative can effectively address a prospects objection, they must first understand what prompts them to be given. So, with objections being the symptom – here are the causes.

1. A pre-conditioned response: Today, more than ever, business owners are confronted with more choices than ever before. For them, it becomes easier to simply say no to “everything” than to pick and choose those opportunities of true value. With the prestige and creditability of the Chamber, use the assumptive and authorities approach to get beyond this reason for objections.

2. A test of the Representative: Are you worthy? Do you come across as confident, positive and enthusiastic? Are you strong in conviction? Remember, how they perceive you, is how they view the organization.

3. Misconceptions about the product or service: Seek out the prospects misconceptions and misunderstandings. Use communication skill such as feel, felt, found to modify their views.

4. Benefit given prematurely: Never assume anything at any time. Only after skillful questioning can we determine what benefit most applies.

-Jim

© 2009 Successco
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Clarifying questions

To gain a deeper understanding of a client or prospects needs, use clarifying and expansion questions. 80 percent of what you want and need to know is often just below the surface of the superficial sales presentation. Ask these questions to get to the meat of the message:

Tell me more about that?
What would that mean to you?
What does that mean to you?
How does that make you feel?
I'm not sure I understand - can you comment on that in more detail?
Can you give me an example?
What exactly do you mean by that?
Help me understand, _____?
I want to be sure I understand, _____?
Would you clarify that?
Can you help me understand?
Explain to me. . .

-Jim

How to disagree without making an enemy

Anger and resentment is often caused not by what you say, but how you say it. So here are some alternative phrases that will help to keep the peace when disagreeing with someone, whether a colleague, client, customer or prospect.

* You're wrong
* I disagree
* I don't see it that way

Instead say. . .
* Please help me to better understand how you reached that conclusion.
* I can better support you if I understand our differences.
* I'm not sure we have the same information, as mine leads me to a different conclusion.

Jim
© 2009 Successco
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I've fallen and can't get up!

So you think you're in a slump and not doing as well as you should? First off, remember that most slumps are usually just a state of mind, so stop thinking about it and keep pushing forward. If you're still looking for some ideas to spur you on, here are a few to get you jump started.

Get back to the basics - A lot of times, when things go wrong it's not too complicated to fix. Take yourself back to the fundamentals.

Rearrange your office - Shake things up, sometimes changing the state of your environment can also change your state of mind.

Have some fun - Watch a favorite comedy or visit a comedy club (chamber member of course).

Interact with positive people - As they say, birds of a feather flock together.

Run from negative people - See previous tip!

Visit your mentor - Often, someone with experience that you trust is a quick fix for getting back on track.

Mix it up - Change your approach or presentation. Do your best to see things from your prospects objective and adjust to correct your approach.

Draft a plan - By putting your objectives in writing, it will help clarify your direction.

Jim
© 2009 Successco
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How do you rate with your members, customers and prospects?

Take the time to rate yourself to ensure that you not only meet, but exceed member, customer and prospect expectations.

R - Reliability: Do you keep promises and do what you say?
Recovery: We all make mistakes, how you recover and fix them is what matters.
Respond: Do you respond quickly and always on time for appointments - promptness counts?

A - Assurance: Do you inspire confidence and trust?

T - Tangibles: You are judged on appearance, attitude and demeanor.

E - Empathy: Recognize the difference between empathy and sympathy. How well do you see things from your member, customer or prospects point of view? Everyone is unique, not just another number.

Jim
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Overcoming a prospects objections without coming across adversarial

When negotiating through a prospect's objections it's important to keep things supportive and positive. If things become adversarial or argumentative, the only result will be a greater resolution by the prospect NOT to buy. Try these verbal techniques to keep your negotiation amicable and effective.

* Take the blame - "I am sorry that I failed to make my point clear . . ."

* Make a concession - "You are quite right that it may seem to be too much at first. However, when you consider . . ."

* By saying that others feel the same way - "Joe Smith at Acme manufacturing said the same thing at first, however after he found out about. . . "

* Pay tribute to their idea - "I know that you have the interests of your company at heart.”

-Jim
© 2009 Successco
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Are you a bestseller?

Imagine yourself in a bookstore. As you walk down the aisle of your favorite section, you scan the book titles for something that reaches out and grabs you. This is not unlike your initial sales introduction and begs the question, "does the title grab you?" Does the initial opening statement of your presentation cause the prospect to want to listen further?

If you like what you see and you grab a book from the shelf, you proceed to read the inside jacket. You ask yourself, "Do I like what I'm reading?" Think about your prospect as you give your presentation - does the inside jacket keep them interested? Does it prompt them to read more or are they thinking it's like every other book they've picked up on that particular subject matter?

If your book (sales presentation) passes the first two tests - it grabbed their attention, and intrigued them enough to buy it, or in our case, listen to your entire presentation, you are well on your way to having a bestseller!

There are a lot of books on the shelf - is yours a bestseller?

-Jim
© 2009 Successco
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Dealing with unfriendly prospects

I think it's safe to say that most sales professionals would rather deal with a warm friendly prospect over an unfriendly one. When you do deal with an unfriendly prospect, and you will, remain consultative and even-keeled. Your professionalism will usually pay off because there is generally very little competition for the difficult prospect's time or business. Also, once a difficult business person becomes a customer or client they are often some of your greatest supporters.

-Jim
© 2009 Successco
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Murder board

 While ominous sounding, the term "murder board" is commonly used in academic and government arenas when referring to a committee or individuals who help someone prepare for a difficult oral exam or presentation.

Murder boards can be helpful for sales professionals. Often sales professionals believe that just because they are easy talkers and outgoing that they are effective communicators and salespeople. This false confidence keeps them from preparing and improving their communication skills.

Ask a group of peers to role play with you. Have them ask you the tough questions most frequently asked (or not asked) by your prospects and practice delivering your responses in a confident and persuasive manner. While this may be uncomfortable for you, this is the whole point of a murder board, making the real thing easier by comparison when it matters the most.

-Jim
© 2009 Successco
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You're judged by your questions not just your answers

A progressive sales professional knows the value of asking great questions, especially in a business-to-business environment. Is there a magic formula for what questions to ask? The short answer is no. Certainly, industry or product specific questions combined with a genuine desire to discover the answers are important parts of the process.

These are some great questions to help you get the ball rolling with your prospect and ensure that your questions are as unique and stimulating as the answers you will receive.

• What do you look for . . .
• What have you found. . .
• How do you propose . . .
• What has been your experience . . .
• How have you successfully used . . .
• How do you determine . . .
• Why is that a deciding factor . . .
• What makes you choose . . .
• What do you like about . . .
• What is one thing you would improve about . . .
• What would you change about . . . (Don't ask - What don't you like about. . .)
• Are there other factors . . .
• What do your competitors do about . . .
• How are you currently . . .
• What are you doing to keep . . .
• How often do you contact . . .
• What are you doing to ensure . . .

Don't judge a salesperson by their answers, but rather the questions they ask.

-Jim
© 2009 Successco
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