"I'm sorry, but the service you offer is too expensive", "I don't have money to invest in this", "We don't need it", "Another company brings me the subject and I don't want to change ..."
Do some of these objections ring a bell? Have you worked on them? It is essential to have a sales argument, along with a good response planning to possible objections, if you want to increase the ratio of clients that you manage to close in a sales meeting.
The truth is that a good treatment of objections does not guarantee that 100% of the times you find yourself in a sales interview you will get a "Yes!", But they significantly improve the percentage of closed sales.
It is also true that, depending on the potential client in front of you, it is convenient to act in one way or another, but below I am going to give you a series of tips that will improve the management of objections.
These tips are focused on sales meetings as long as you have a potential client in front of you who suits your target audience. In other words, the first step, so as not to waste time, is to make sure that the prospect fits our description of target audience or ideal customer (if they are the person who makes the decision to buy, if they have the adequate purchasing power to do so , if your service solves his problem, if he needs what you offer…).
How to act in the sales interview when faced with objections?
1. Anticipate possible objections
If prospective clients tend to make the same objections to you on a regular basis, frame the conversation in such a way that those objections are resolved before they are exposed. That is, in your argument, or in your sales presentation, expose possible customer objections in an attractive way.
For example, a very common objection is “the price is high / the service is expensive”. In your presentation you could say “some other current client on his day told me that the price of our service was high. I understood, because he had not yet told him that [highlight our value proposition, say the benefits that the service will bring ...]. "
2. Listen and let the objection express without pressure
Don't offer a hasty response or you may lose the sale. And, to avoid making this mistake, the best thing you can do is listen carefully to your potential client. DO NOT interrupt him, let him express himself freely. This way you will have the correct information to be able to counter their objection. If you think you know what he is going to say, and you interrupt him, it is possible that you give an equivocal answer and do not manage the objection well.
3. Identify the objection and don't argue
When the client is speaking, he identifies possible objections to be able to refute one by one and clear all his doubts. Also, it is important that you do not create a climate of confrontation, but of collaboration.
For example, if a potential client tells you: "I don't think your way of working fits ours", a possible answer could be "How would you like us to work?"
4. Make sure you have understood the objection correctly
Transform the objection into a question to check that you have understood what the potential client is raising. This will avoid misunderstandings and provide the correct answer.
5. Find out if you have been satisfied
Once you answer the objection, do not stop there, make sure that the client is clear about it and has been satisfied with your answer.
6. Acknowledges your objection
There is no need to fear objections. It is normal that the potential client wants to make sure that he is right in hiring your services. That is why you should keep calm and appreciate watching him. In this way, you will get closer to the customer's position and generate greater confidence.
Some tactics for countering objections
Let me show you some of the tactics I use that have worked for me:
1. A wondering child (why?)
Do you have children, nephews or contact with young children? They are the best objection movers in the world. They are always with the "why?" in the mouth.
This tactic will be very effective in distinguishing excused objections from real ones. It is also not about becoming impertinent or boring by asking all the time “why?”, But rather that you have to find a balance. By asking "why?" people tend to be more direct and state the real reasons why they don't want to hire your services.
Knowing these reasons you will be able to manage the sale in a better way.
2. The delay
When the client objects to you, he postpones the response. Say something like "if you think so, we will address this issue a little later." If it is an excuse for not hiring your services, they will not insist on it again. If it is real, it is possible that, using other words, I will do it again. As in the previous point, I usually use this tactic to discern excuses from actual objections.
3. Metamorphosis
Turn the prospect's objection into a question and respond from that perspective. In this way, you avoid confrontation, promote collaboration and the client is much more open to listening to you. For example, if a potential client tells you “I find that the web page you offer me is very expensive”, you can answer “You are wondering what it is that we offer you that justifies the price, right?
Well…"
4. Refuse with another question
It is about getting more information about the objection raised by the prospective customer. For example, if the customer says "the service you offer is expensive", you can answer "what are you comparing the service we offer to?"
In this way, you will be able to know what is on the potential customer's head and respond more precisely.
5. Similarity
Answer objections using analogies. For example, if the prospect says “I would like to hire your coaching services, but I need immediate results,” you could answer “this is like going to the gym. It is a process, everything takes time. You will not have a chocolate bar the first day, but with perseverance, work and determination, you will be able to achieve your goals. "
There are many others, these are some that I use. The ideal is to combine one or more tactics depending on the type of person in front of you and the objection they make.
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