Whether you believe in scripts or not, you & your team are using one right now. Don’t believe me? Record what they say in a week, transcribe it out, and what will you be handing back to them? A script!
The right phone scripts make you better, and here’s how to improve yours today:
Want to know a secret about objections? There are really only two types:
Real concerns that need to be addressed, and, once you do, you can then close on, and,
Smokescreen objections hiding something else (like the real reason your prospect isn’t buying).
Now here’s the trouble for many sales reps and teams: The
most frequent objections they get are smokescreens and yet they try to overcome
them as if they were real objections.
And that never works.
So, the question is: How do you know if you’re dealing
with a real objection (one you can actually deal with and have a chance of overcoming),
versus a smokescreen objection that you will never be able to overcome? (Unless
you find out what is hiding behind it.)
And that’s easy if you use the technique you’ll see in
today’s article. Before you read it though, let me quickly remind you what a
smokescreen is: It’s when your prospect gives you an objection, like price,
when in fact, there is something else holding them back (like they aren’t sold
on your solution, or their partner isn’t sold, or they are looking at other
So, the smokescreen is really just a dodge hiding the
The first step to dealing with a smokescreen is to first
figure out that is that you’re dealing with one!
So here is your technique:
Whenever you get an objection—no matter what it is—always
“And in addition to that, what else is holding you back
That’s it! Simplicity is always best, and what this
technique does is isolate the
Any other answer than, “Nothing really,” means that the
objection they just gave was indeed just a smokescreen. And you’ve got to now
dig deeper to find out what is really holding them back.
If, however, they say “Nothing,” then you need to have a
few proven closes ready to deal with and overcome the objection and “sell” them
on your solution.
As with all our techniques, don’t take our word for how
effective this is—use it and see for yourself how much further into the sale
If you’d like more tips like these, then visit our blog page.
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What do you say when you get this objection while prospecting?
If you’re like many sales reps, you accept this stall and become a willing participant in the follow up drama that ensues. And you know how frustrating that is.
Let’s face it: This blow off is just a variation that prospects have been using for years. It used to be: “Can you send me something in the mail?” or “Just send me a brochure,” etc. Then email started and guess what? A new stall was born.
So, what’s the best way of handling it? The first thing you want to do is find out whether it is a blow off (80% of the time it is), or whether your prospect is truly interested in what you have and wants to know just a little bit more before they speak with you.
There is an easy way to find out.
All you have to do is have an email already prepared while you’re prospecting. If someone tells you to email them something, simply ask them what their email address is and the send it! Right then!
“Okay, I’ve just sent it to you. Let me know when it pops up, and I’ll show you a couple of links you’ll want to explore later.
“Meantime let me ask you…”
And then ask a qualifying question. The point here is whether or not your prospect will:
1) Give you the time to speak further with them. (If not, they weren’t going to open your email anyway, and if they will, then you know there is a legitimate chance they are interested.)
2) Actually open the email. (This tells you how cooperative your prospect is, and so how cooperative they will be throughout the sales cycle.)
3) Blow you off with another objection. (This is actually great because it tells you that you won’t need to follow up on the email—they aren’t buying!)
4) Allow you to set a definite follow up appointment. (Which is what you want.)
Any of these responses will get you a lot further—and give you the intel you need as to how to pursue this lead—than sending an email after you hang up and then putting this prospect into your follow up queue.
Try it this week, and watch your leads get more qualified as you put less “wood” into your pipeline. And then watch as more deals roll out of it!
Many sales reps don’t know how to deal successfully with the gatekeeper. If things like: “Will he know what this call is regarding?” keep you up at night, then you need to watch this video and use the proven techniques in it.
And if you’re a sales manager, you need to send this out to all of the reps on your team!
If you’re an entrepreneur or small business owner and you want to sell your product or service over the phone successfully, then there are 3 things you need to know before you begin. Watch this short video, and I’ll tell you exactly what they are:
Are you still getting screened out by the gatekeeper?
Are you still getting interrogated with questions like:
“Will he know what this call is about?”
“Is she expecting your call?”
If you are, then chances are you’re still making one of three fundamental mistakes listed below. In fact, just last week I was reviewing a client’s sales team’s calls, and I repeatedly heard many of the reps making these common mistakes.
And unfortunately, these mistakes lead directly to the kind of screening questions you see above.
The good news is that you can avoid all this by simply not doing what you’re going to read below. So, let’s dive in:
1) When the gatekeeper asks who is calling, don’t just give your name, and especially don’t just give your first name (hoping that the gatekeeper will think the decision maker knows you!).
Just giving your name and then stopping invites the gatekeeper to keep screening you. In fact, when you just give your name and pause, it telegraphs to the gatekeeper that you are a sales rep and that you should be screened out. And they proceed to do that.
2) Never answer a question (like “What company are you with?”) without giving an instructional statement. This is huge. Many sales reps answer the gatekeeper’s question and they just remain silent….
This again triggers the gatekeeper to ask you more questions, which then annoys them, and they figure that putting someone as annoying as you through will only get them into trouble. So—they screen you out instead.
3) Use some manners. Again, it’s amazing how rude some sales reps can be. They barely explain who they are, or what company they’re with (see #2), and they rarely are polite. And guess what? You get what you give. If you are rude or not kind with the gatekeeper, you’ll get that exact attitude back—and then some!
Little words like “please” and Thank you” go a long way when dealing with anyone—especially the gatekeeper.
Avoid these three blunders when dealing with the gatekeeper, and you’ll go a lot further in getting through to your prospect.
For more scripts and techniques on how to deal effectively with the gatekeeper, click here.
Hope you’re enjoying the NFL playoffs. A client and I were talking about that Bear/Eagles game a week ago, and (besides the Bear’s kicker—I do feel bad for him), we were talking about that last scoring drive of the Eagles. How they went for it on 4th down with 56 seconds left—and scored the winning touchdown.
That reminded me of what I was taught when I was new on
the phone: that the sale doesn’t start until the fourth or fifth no. My manager
used to tell me that it’s a like football:
He said that driving the ball down to the red zone was
the same as giving your presentation. And that as soon as you asked for the
sale at the end, you were now in the
He told me that if the client said “no,” then it was up
to me to use a close and ask for the sale again. This was like running the
first play in the red zone.
If the prospect was still willing to engage with me but still
said no, then all that meant was that I didn’t get into the end zone on that
play, but I had three more tries. So, I’d read another close and ask for the
If I got another no, then it was just third down. Time to
deliver yet another close and ask for the sale again.
Same thing on fourth down: Run another play and try to
get into the endzone.
Same thing in sales: If you’ve received three or four
no’s, it’s time to try for it again, to read another close.
Think about the Eagles game. Did they give up after they
ran first down and didn’t get into the endzone? Of course not.
What they did was they ran two more plays and then they
went for it on fourth down. And they scored and won.
Now a couple of quick lessons:
1) You’re not always going to score on the first or
second or even third closing attempt, but you must keep running plays—ask for
the sale all four times.
2) Sometimes you get a penalty on the defense and get
another set of downs—more times to ask for the sale!
3) Sometimes you can kick a field goal (drop close) and
still come away with some points—or a partial sale.
The bottom line is that you don’t give up when the prospect says no—instead, just look at it like a fresh set of downs in the red zone—four new attempts to deliver a close, overcome an objection, and keep asking for the sale.
That’s how I dealt with objections (I kept running
plays—using closes), and that’s how I made hundreds of thousands of dollars
every year selling over the phone.
And it’s how you will, too, IF you keep closing and
running plays in the red zone.
If you’re like most people, then you’ve got a lot of goals in a lot of areas, don’t you?
If you are feeling overwhelmed with all you’re going to
accomplish, you may be wondering where you’re going to get the time to do them
I’ve been goal setting for years, and while I (and the
rest of the world) may get pumped up by all the wonderful things I’m going to
accomplish and all the changes I’m going to make, what I’ve learned is that
there is only so much time.
It’s still true that if you want to know how much goal accomplishment
gets done, just drive by your local gym’s parking lot during the first week of
January and then compare it to the first week in March.
I once heard Brian Tracy talk about setting goals, and he
recommended a technique that not only made a lot of sense, but that turns out
to be so powerful, it is life changing…
He said the way to get the most out of your goals is to make
a list of your top ten goals for the year. Think about what’s most important to
you in the different areas of your life and write down ten things.
Next, prioritize that list so that the most important
goal is number one. The way to determine which goal is number one is to ask
yourself which of the ten things you’ve listed would have the most impact on
your life if you actually accomplished it.
Once you have your list prioritized, throw away the other
nine goals and make a commitment to making that number one goal a reality in
the next twelve months.
And once you’ve made that commitment, ask yourself what one
action you can take today, right now, to begin reaching that goal. And once you have identified that, do it.
Before you go to sleep tonight, identify the one action
you’re going to take tomorrow, and then commit to taking it.
And then do this each and every day until you have
accomplished that one most important goal.
When I heard this, my first thought was, “Yeah, but what
about the other nine goals? What about balance and all that?”
And that’s when he explained that despite our best
intentions, most goal setting starts strong, but by March slows down, and by
the summer most—if not all—have been abandoned.
That’s why identifying one goal, the most important and
most impactful goal, is a better way to go.
In thinking about this one goal, think about how much
your life will change (and the lives of your family members) if you reach this number
one, most important goal.
If your goal is to become a top producer in your industry
and double or triple your income, think about the impact that will have on your
family. Think about buying that new home, or providing for your parents, or
allowing your wife or spouse to stay home.
If your goal is to finally write that novel, think about
how your life will change when you finally accomplish that this year! Think
about the weight off your shoulders now that it is a reality rather than just
If your goal is to lose weight, get in shape, and get off
your medication and live a longer, healthier life for yourself and your family,
think about the long-term rewards achieving that goal will bring you! (And
think of the consequence if you don’t.)
Whether or not you agree with Brian, I’m here to tell you
that it’s more impactful for you to hit the most important goal in your life
than it is to set ten and not hit many of them…
And, hey, if you reach your number one goal by July, you
can get to goal number two!
If you’ve set goals for years and not been very
successful at following through, then why not take the pressure off yourself
and try this method?
How good would it be if you actually reached your most
important goal in 2019?
As a sales rep, you need solutions to the problems you face when
selling over the phone. You don’t need theory, you need actual word-for-word
responses that aren’t salesy.
Responses that work.
And that’s why my blog has thousands of subscribers and why more
and more sales teams are added daily.
I thought you’d benefit from my most popular article I’ve
published over the last two years. It’s no surprise it deals with objections
you get while prospecting.
Study these and adapt them to your product or service and then use
them to overcome the objection: “We’re all set.”
And happy Holidays!
BTW: A variation of this objection is anything along the lines of:
“We are okay with our present system.”
“We’ve already got a company that handles that.”
“We’re fine for right now.”
Here’s how to handle it:
“We’re all set”
“That’s great, and I’d just like to see if we could get
on your vendor list for the next time you’re in the market. Let me ask
Now get into your qualifying questions…
“Most companies I speak with are ‘all set’ and that’s why
I’m reaching out to you now—I want to give you an option for the next time
you’re in need of this. Let me ask you…”
Back to qualifying…
“No problem. Let me ask you: the next time you’re in need
of this, what’s number one on your wish list?”
“I understand – I didn’t expect to catch you in the
market right now. Instead, let me get an idea of your perfect profile, and then
I’ll send you some information you can keep on file next time you need this…”
Now re-engage by asking a qualifying question.
“Got it. Let me ask you: the next time you are in need of this, are you the right
person to speak to about it?”
If yes, then qualify them for that next time—especially
asking about timeframe, budget, etc.
“Understand, and let me ask you: When is your next buying
season for this?”
Then keep the conversation going by asking additional
“That’s fine; I totally understand. And let me ask you—the
next time you are in the market for this, how many companies are you going to
reach out to?”
And then ask how you can become one of them, what their
budget is, who the decision makers are, etc.
“No problem. What you might find helpful is to know about
our special pricing and the additional services we provide. Did you know
Then pitch one or two things you do that others don’t –
and use a tie down!
“I’m glad you said that. What
I’ve found is that those companies who are already using a vendor for this are
surprised to learn that….”
Give them a shocking
statement about how you’ve just been rated number one, or that you give free
delivery, etc. Something that will peak their interest…
“No problem. Could I be
the “next in line” company you call the next time you’re in the market for
“Great, let me get your
email and send you my info…”
“And just out ofcuriosity, what would have to change for you to even begin looking at someoneelse?”
Look for an in here…
So there you have it: ten
ways of handling this age old blow off.
Just remember, your goal isn’t to try to overcome this—rather, it’s to
sidestep this resistance statement and get information you can use to create
value and continue the conversation.
Now, it’s not too late to
give yourself the best gift you’ll get this holiday season: Over 500 more
word-for-word scripts, questions, and phrases that will help you make 2019 your
Best Year Yet!