4 STEPS TO OVERCOMING AN OBJECTION
Listen with the intent to understand and be empathetic. When you “Listen” to your customer’s objections they think you are really concerned with them. This will strengthen your relationship and build up more trust. Don’t take the objection personally. Remember the nature of the customer is to “get out” when they feel uncomfortable. This process must happen to get to the “close.”
#1 IDENTIFY with the customer. This makes them feel that you are listening to them. It puts you in the seat of empathy and builds up deposits.
- “I understand how you feel many of my customers have felt the same thing…”
#2 ISOLATE the objection. Figure out their real concern and if that is the only thing keeping them from moving forward.
- “Other than…”
- “Is there anything else…”
#3 RFINE the objection. Ask open-ended questions targeted at the objection to gain clarity and insight as to the strength and validity of the objection. This further questioning builds your angle to head off or overcome the objection. Then use logic and support it with appropriate information addressing the concern.
- “Many of my customers have found…”
- “What would you need to talk to your wife about?”
- “What is it about the price you don’t like?”
- “What about the trade in figure is it you don’t like?”
- “When could you come up with more $ down?”
#4 TARGET the objection. Summarize and answer the objection logically. Provide options that move toward a purchase decision and close the deal.
- “I don’t know if they would . . . if I could do X . . . would you buy it right now?”
Hope this helps!
-- by Tim Northburg LifeWork Elements