Mastering objections is a skill sales pros at all levels continually need to improve upon. Last week I hashed out the difference between an objection and a condition and how to overcome the fear of receiving objections.
My focus today is to take on The Art of Overcoming Objections. Just like any other challenge or obstacle you have faced and overcome in the past- there are some simple yet effective strategies and approaches to overcoming objections.
- Validate their concern
The last thing you ever want to do with your client is to argue, disagree or arm wrestle them. You must maintain calm, patient and stay in control of your emotions. Never get angry. Instead of disagreeing or discounting what the prospect says, agree in your response that you understand what they said. There are many ways to do that. A great approach is Feel-Felt-Found.
“I understand how you feel, others have felt the same way and what they found……..”
Remember to always use “and” and never use “but”…The word “but” invalidates the concern.
- Ask open ended questions
Always ask questions that require an answer other than yes or no. (The exception is when all objections are removed and it’s time to ask for the sale. That will be addressed in the closing portion of this section.)
Objection Example: “I am comparing against three or four of your competitors.”
Question Example: “Which of my competitors are you comparing against?”
Get the prospect to talk and give you all the information you need to satisfy them.
- Practice Active Listening
Most sales people lose a sale because they talked too much and didn’t listen enough. Practicing active listening forces you to listen because you must repeat back what you heard. It keeps validating to them your concern to meet their need the right way and most of all that you are listening.
- Identify, isolate and overcome
The core skill necessary to overcome objections is in identifying, isolating and then overcoming the objection. Too often sales people never get to the bottom line objection. They get an objection or stall, make one feeble attempt to overcome, fail and let the prospect go. When you successfully learn how to identify and isolate your objections, overcoming them becomes an easy process.
Identify: “What is your hesitation about moving forward today?”
Isolate: “Is that your only concern or is there anything else?”
Overcome: “If I could satisfy your concerns could I earn your business today?”
Contact Us Today and ask for a Free 30 minute consultation with one of our expert Sales Coaches to help you with any key objections that are keeping you from closing the sale.