Monthly Archives: July 2013

When an Objection isn’t an Objection

When is an objection NOT an objection? When it comes at the beginning of your presentation.

The blow offs you get at this stage are merely initial resistance, and the last thing you want to do is try to overcome them. Instead, you must acknowledge you heard them and direct your prospect to get your proposal, quote or other material so you can engage with them and deliver your presentation.

This is easy to do if you have the right scripts and techniques to accomplish this and if you don’t, then you’re in luck! What follows are some proven scripts from my Completely Updated and Revised, “The Complete Book of Phone Scripts.” If you like these, then you’ll find another 16 word for word scripts just to handle initial resistance! This newly revised script book is now over 130 pages long and it ROCKS!

See it here.

Here are some sample scripts to deal with the initial resistance you get when closing:

Initial resistance #1:
“I looked it over and I’m/we’re not interested.”

Response #2:
“I didn’t expect you to be interested; our marketing department hasn’t yet figured out a way to get our prospects to call us back – and that’s why they hired me!

But seriously, this (product/service) has some great features that aren’t readily available in the (demo/material/information) I sent you, and it’ll only take a couple of minutes to find out if they would be a fit and benefit you.

Tell you what, do yourself a favor and spend a few minutes with me to find out how and if this would be right for you. Grab the information/quote/brochure and let me cover a few things – do you have it handy?

Initial resistance #2:
“I don’t have the time right now.”

Response #1:
“That’s fine ________, we’ll schedule a better time to go over this. Quick question, though: when we do get back together on this, what are some of the areas I should be prepared to go over with you?”

Initial resistance #3:
“It’s not for us/me.”

Response #2:
“It may appear that way now ________, and you may not have enough information nor understand it well enough to be interested. In fact, most people I call back feel the same way you do – they think this is (Quickly list one or two perceived negative points), so I don’t blame you for not being interested. I wouldn’t be either if that was true.

But ________, that isn’t how this (product/service) works. To begin with (list two or three benefits that contradict the first couple of negatives you just gave). These are just some of the things you need to be aware of before you make any decision. Do yourself a favor and get that (quote/demo/email/brochure) and I’ll show you how this might work for you, too. I’ll be happy to hold on while you grab it.”

Initial resistance #4:
“We looked at your material and this just isn’t for us right now.”

Response #2:
“No problem ________. Tell you what let’s do – because things change, and while this is fresh in your mind, let’s take a few minutes now to match up how this can help you when the timing is better for you. Is that (brochure, quote, demo) handy, or do I need to hold on while you grab it?”

Initial resistance #5:
“We already have a supplier or dealer or service person.”

Response #1:
“I know and we spoke about that earlier. Remember, I’m not calling to have you replace your current supplier/company, rather, you were looking at this to see how you might improve the results of what you’re currently getting. Tell you what, do me a favor and grab the (demo, information) and let me show you how, if you decide to branch out in the future, this might help you (fill their expressed need from your first call). I’ll be happy to hold on while you grab it.”

Do you see how this works? Again, do not try to overcome the initial resistance you get when closing, instead, be prepared for it and earn the right to present your product or service!

Would you like 16 more word for word scripts targeted to overcome initial resistance when closing? And, would you like over 200 other scripts and techniques to help you overcome resistance, build rapport with decision makers and close more sales over the phone?

Then Click Here and get a copy of my completely Updated and Revised for 2014 ebook, “The Complete Book of Phone Scripts!” You’ll be glad you did!

The magic of “Oh?”

Have you ever been at a complete loss of words after a client or prospect has said something so outrageous that at first you find it hard to believe they may have said it? Or have you ever gotten a question or a statement during your close that you just haven’t known how to answer? Or, have you ever reached the end of your presentation and asked for the order and your prospect said something that gave you no idea of what to do or say next?

If you’re in sales, then I know this has happened to you before. When it does, 90% of sales reps have no idea how to respond and they either freeze up or worse – they just keep pitching or talking over their prospect. Obviously both approaches are wrong, so what DO you do?

Years ago I learned a technique so simple, so powerful that the first time I tried it I couldn’t believe how effective it was. In fact, at first it was so simple that I found it hard to use! The magic of the technique isn’t just in the small word, but in what you do immediately afterwards. And here it is:

Whenever a prospect or client says something to you that you either don’t know how to respond to, or – and this is really important – if they give you an answer and you don’t have enough information from them to know which direction to go in or what to say next, then simply say:

“Oh?” And then immediately hit MUTE and listen…

OK, I know what you’re thinking – “Oh, Mike, that’s cheesy, it’s not going to work and they’ll probably say something like, ‘What did you say?’”

Do me a favor and put your skepticism on hold for a moment and try it. In fact, you don’t even have to take my word for it – try it for yourself and see how powerful this technique is.

What you’ll find is that as soon as you ask them, “Oh?” – and by the way, you have to use this with a questioning tone and really mean it like you’re confused and want and need to know more – and hit MUTE, it will be during that silence when your prospect or client will give you what I call, “The Gold.” In other words, they will almost always elaborate on what they really mean and it is this response that will finally tell you what direction you need to go to close the sale.

There was an old saying years ago in sales (by the way, I never fully endorsed it, but it sure was true) that the first one who talks loses. I agree that saying IS a little cheesy, but it does have some truth in it. You see, if you don’t know what the real objection is or how to answer an objection or stall, then if you talk over it, you WILL lose.

The magic of this technique is that your prospect or client will almost always give up the Gold. No matter what they say, the more they talk, the more you’ll learn. And the more you know, the more you’ll know how to proceed.

Again, don’t take my word for this. Instead, give yourself the week to try this technique and make sure and hit your MUTE button after you do. I guarantee you will benefit from it and one of the best parts is that it will teach you and your sales team how to start listening.

And listening is still the greatest skill any sales professional can possess.