Category: Cold Calling Scripts

Positive Statements that Help You Sell

by mike

When I began my sales career all those years ago, I was told that at the bottom of all successful sales was a transfer of emotion – my manager told me that I was either transferring my positive feelings about my product onto my buyer, or he/she was transferring their negative feelings about it to me. Whoever was able to transfer more of their emotion and feeling won.

Now that may seem a bit simplistic to you now, but if you look at the essence of it, there is a lot of truth to it. You’ve probably heard some of the sayings like, “Enthusiasm sells!” or, “Whoever has the strongest reasons to buy or not buy usually wins,” and things like that. My question to you is: “Are you enthusiastically presenting your product or service on every call?”

I’m sure you know the difference between having a good day and having a bad day, right? Have you ever noticed how on fire you are right after a big sale? You’re positive, on top of the world, unstoppable, right? This is why good sales managers tell their reps to “get back on the phone while you’re hot.” Have you ever noticed how objections aren’t quite so bad when you’re in such a positive mood?

And the converse is true as well, isn’t it? Have you ever noticed how, when you’re having a bad day, it’s easy to be put off when cold calling and how you don’t pitch with quite the same level of power? Have you even given up after being put off or after an objection, only to then say something like this to yourself: “Well, this just isn’t my day. Maybe I should just stop calling today and try again tomorrow?”

If you’re in sales, then I bet you can relate to both of those scenarios, can’t you?

What I’ve found over the years is that most sales people let their prospect’s mood affect and lead theirs rather than the other way around. After listening to thousands of calls over the years, I can hear how a sales rep’s voice drops or slumps as soon as a prospect cuts them off or tells them they don’t have much time, or worse, that they don’t really see the value in their product or service.

Top reps, on the other hand, have a different approach. They know that it is their job to transfer their belief and attitude to their prospects, and they stand ready with a list of “Power Statements” that help get their prospect into the proper mindset. They then overwhelm them with their positive attitude and don’t give up until they get the sale.

Here are a few statements you should have ready at all times when you’re closing or cold calling. Any one of these can mean the difference between who catches whose attitude and who sells who:

Positive Statement #1
“________ once you truly understand how this works, you’ll be as impressed as I was during my interview here. Let me take just a moment to fill you in…”

Positive Statement #2
“_________, I guarantee you’ll be 100% happy you took just a moment with me to show you what this can do for you….”

Positive Statement #3
“Are you ready to be amazed today? – because after I show you the changes we’ve made to this (product or service), you’ll be more than surprised. Go ahead and open that…”

Positive Statement #4
“________, virtually nothing that you know about this (product or service) has remained the same – in fact, we’ve made every part of it better and added some features that you’ll soon never be able to live without. For example…”

Positive Statement #5
“I’m sure you wouldn’t mind learning why we’re the best selling (your product or service) in the marketplace, so let’s do this – go ahead and open that email and let me point out just two things that make us number one…”

Positive Statement #6
“_________, you do want to go with the best company you can for this with the best customer support and loyalty program, don’t you?”

Positive Statement #7
“________, I couldn’t wait to speak with you today. I’ve just had an update that will knock your socks off! Do me a favor and grab that brochure…”

Positive Statement #8
“_________, I couldn’t wait to speak with you today! So much good news has happened since we spoke last that I don’t even know where to begin. Tell you what, let’s start by reviewing that email I sent you…”

Positive Statement #9
“_________, there are three things that make me excited to come to work every day, and they also make all my clients excited to sign up with us. The first is….”

Positive Statement #10
“_________, are you ready to finally get the best (your product or service) on the market today? If so, then grab a pen and get ready to take some notes: I’ve got some exciting things to tell you today…”

If Prospect is Negative:

Positive Statement #11
“If that were true I wouldn’t be representing this… The fact is, most people don’t fully understand how this works, but once they do, they understand why we’re the number one product on the market. Let’s do this…”

Positive Statement #12
“Let me tell you just three reasons why we’re the number one brand in this industry, and if you still aren’t interested after that, then we’ll part friends. The first is our world class customer support…”

As you can see, by using these kinds of statements you are the one setting the tone of the call. Never forget that enthusiasm does sell, and always check your attitude before you pick up the phone – and have these statements ready!

How to Get Your Prospect Talking

by mike

Have you ever had a prospect who plays his feelings on your product or service “close to the vest”? Someone who simply won’t share much of their opinion one way or the other? Or should I say how many prospects do you have like that?

These days many prospects hide behind nebulous stalls like, “Let me think about it,” or “I’ll run this by the committee,” etc., and it’s often hard to know where they stand. And then it gets worse when you try to set an appointment to get back with them only to hear, “I’ll get back to you.”

If you’re struggling with prospects like this, then it’s time to learn some advanced closing skills that only the Top 5% are comfortable using: And that’s asking open ended questions and actually giving your prospect a chance to fully answer – negatively or positively. While this may sound easy to do, only the top, top pros know how to fully listen long enough for their prospect to tell them how they really feel. (HINT: they use their MUTE button!)

But to get your prospect to open up, you need some well-crafted scripts that you adapt and make your own so you can deliver them sincerely and not sound salesy. Take some time to review the choices below and do just that – make them your own:

Question One:

“You know ________, we all buy emotionally and go with our gut feelings. Share with me: What is your gut telling you is good about our solution, and what is it telling you isn’t so good?”

[Now hit MUTE and listen – same advice after each rebuttal]

Question Two:

“__________, I’m sure you’re weighing this purchase against some of our competition, so tell me, in what ways are we better than your next option, and in what ways are we weaker?”

Question Three:

“_________, you’ve probably heard of the old Ben Franklin way of making a decision haven’t you? (Wait for a response)

Ben would make a list of all the reasons to make a decision to move forward with something, and all the reasons not to. If the reasons were stronger to move forward, he would.

So tell me, what are the reasons, as you see them, for moving forward with this, and what are the reasons not to?”

Question Four:

“_________, I know there are other people who need to weigh in on the final decision on this, so tell me, if you had to put a wager on it, would you bet that there were more votes on moving forward on this or more votes against it?”

Layer:

“And why is that?”

Question Five:

“Now _________, I know you like what we have, and there are probably some things you don’t like. Tell me, if we could deliver more of what you DO like, what would that be?”

Layer:

“And if we could give you less of what you don’t like, what would that be?”

And then, “And why is that?”

Question Six:

“__________, some people love our solution and some people – believe it or no – hate it. Tell me, what do you LOVE about us, and what do you hate about this that is preventing you from moving forward right now?”

As you can see, these scripts are designed to get someone who is noncommittal to begin opening up and to tell you where they stand – both positively and negatively. Once you know where someone is emotionally and logically with your product or service, you’ll have the leverage to adjust your close and get closer to a sale.

Stop Pitching the Gatekeeper – and What to Do Instead

by mike

One of the biggest mistakes many inside sales reps make is pitching the gatekeeper. For some reason they feel compelled to pour their pitch on the first pair of ears they get, and, unfortunately, this usually gets them into trouble.

To start with, the gatekeeper is just that – someone whose job it is to screen salespeople from getting through to the decision maker. The worst thing you can do is immediately identify yourself as a salesperson by pitching them in hopes that they’ll be so moved by your pitch that they’ll want to put you through. Doesn’t happen. Instead, all you do is trigger their automatic response of, “Just email something, and I’ll forward it to my boss.” Or worse…

By identifying yourself as a salesperson, you’ll actually be making it easier for the gatekeeper to just blow you off with, “We’re not interested.” Think about it: They take sales calls like yours all day long, and after a while (like two days on the job), they’re as sick of getting phone calls as you are of making them. So leading with your pitch is the last thing you want to do.

Also, the reason you don’t want to pitch the gatekeeper is because they don’t care what you’re selling and they usually have zero say in whether to buy from you or not. Again, they are gatekeepers – not decision makers. Pitching them will mean nothing, and all it will do is annoy them and waste your time.

So, what to do? Your job, believe it or not, is to get past the gatekeeper with as little interrogation as possible (and with as little pitching as possible), and connect with the decision maker. That is the person you want to give your brief pitch to… So here are a copy of ways to avoid pitching the gatekeeper, and, instead, getting to the decision maker:

1) By now, you’ve already read about my “Please, please, please” technique. Some of you are already using it and isn’t it great? For those of you who missed it, it’s simple. To avoid 65% (or more) of any screening, simply open your call with:

“Hi, this is (your name) with (your company), could you please connect me with (DM’s name) please?”

That’s it. To read the whole technique, simply check out my blog here: https://mrinsidesales.com/insidesalestrainingblog/

2) If you don’t know the name of the person you’re looking for, simply say:

“Hi, this is (your name) with (your company) and I need a little bit of help please.”

After they ask how they can help you, you say, “I’m looking for the person who handles X – who would that be please?”

That’s it. No pitching, no pleading to be put through, instead you’re simply asking for their help and then directing them to put you through. If you ask this in a polite way, you’ll get through 65% of the time.

3) Now here comes the tricky part: In some cases, the gatekeeper has a little more authority, like an office manager, or executive assistant, etc. In this case it’s O.K. to deliver your opening value statement – just so they know what it’s about – but then it’s highly important to try to get through to the decision maker as soon as possible. Here are a few ways to do that:

The best way is to quickly qualify for decision maker status. As soon as you ask if they make the decision on what you’re selling, and are told that someone else makes the decision, that is your cue to ask to be put through to the actual DM. Try:

“Oh, I see, tell you what: If you’d put me through to (boss) briefly, I’ll explain what this is about and if he (or she) is interested in learning more, I can make an appointment that fits his/her schedule. I’ll be happy to hold on while you connect me…”

OR

“It sounds like the best thing to do before I send something is to have just a few words with (DM), and that way I can save us both a lot of time depending on their level of interest. Could you please let (DM) know I’m holding please?”

OR

“Before I bother you with emails and then follow up calls, why don’t you put me in touch with your (boss) briefly, and I’ll see if there’s an interest on his/her side. If so, I’ll take the appropriate action, if not, we’ll save us all a lot of time. Could you let (the boss) know I’m holding, please?”

4) Sometimes the gatekeeper or office manager will want a little more information on what it is you’re offering, and in this case it’s O.K. to give them more details, but just make sure that you qualify for their role in the decision process and that you ask for the best way to connect with the other decisions makers if possible. Sample questions include:

“And beside yourself, who makes the decision on this?”

Layer with:

“Great, can I connect briefly with them to make sure this is something they’d like to know more about?”

OR

“If this is something you like, how much influence do you have in the decision process?”

If they tell you their boss would make the final decision, then layer with:

“I understand completely. Tell you what, so we don’t waste your time or his/hers, let me have a brief word with them, and I’ll see if this is something they even want to learn more about. I’ll be happy to hold on…”

If you’re then told they aren’t available, try to get their name or direct email address or extension, and when you call back if the assistant isn’t available, ask for the DM directly.

The major lesson here is that you must resist the temptation to pitch the gatekeeper, or to give too much of your pitch to the assistant if they aren’t the final DM. Give just enough to qualify for interest, and then try to get through to the actual DM. This will save you a lot of time and headache later on.

15 Ways to Handle the Competition Objection

by mike
Targets hit in the center by arrows
Targets hit in the center by arrows

We all face competition. There is always someone who can do it cheaper, or faster, or better (at least in the mind of your prospect). Because of this, prospects – and even customers – are constantly on the search for a better deal. Knowing how to handle the competition objection effectively can mean the difference between winning the sale or suffering that sinking feeling of having lost the business to someone else.

There are several times you can handle the competition objection, but surprisingly most sales reps wait until it comes up at the end of their closing presentation. This is the worse time to handle it because you have already given your pricing and options and sometimes even your best deal. While you may have to handle the objection of competition during the close – and I’ll give you some scripting to do just that later in this article – the best time to handle it is in the beginning, while qualifying. Here are some ways you can do that:

Qualifying for competition:

Option #1:
“_________, let’s talk a little bit about who else you’re looking at for this – who’s top of your list right now?”

If you’re uncomfortable bringing up potential competition, let me assure you of two things: One, if they are shopping you, they are most likely shopping others, so don’t be surprised, and Two, trust me, it’s better to know in advance who you’re up against so you can position yourself to win the business during the close. And always ask this in an assumptive way…

Option #2:
“How many companies are you getting quotes on for this?”

Once again, don’t worry about introducing the concept of getting quotes, if they are going to do this (and most are), it’s better to get an idea of it now. If they tell you they are getting three quotes (doesn’t matter how many), layer this with: “And who have you liked so far?” Again, be assumptive with this.

Option #3:
“_________, how does your current supplier fit into all this?”

This is a nice opened ended, assumptive way to get your prospect to reveal why they might be moving away from their current vendor – or why they might still be considering using them. A great way to layer this is to ask:

Option #4:
“And if you find that we can give you a better deal than you’re getting right now, what will you do next?”

Obviously you want them to reveal that they’ll take it back to their current vendor to get them to lower their price, and this is what you want to know in advance. Asking this question in an opened ended way like this often gets them to tell you this. You can also ask this in a more direct way:

Option #5:
“________, if we can show you how we can take care of what you’re doing now, and do so for less than you’re paying your current vendor, what will prevent you from taking it back to them and getting them to just drop their price to keep your business?”

Listen carefully to not only what your prospect says here, but how they say it. If they hesitate or if their voice goes up or wavers a bit, then you’re in trouble. You can also handle it this way:

Option #6:
“Now _________, after we do our analysis, I’m pretty convinced that we’ll be able to save you money just like we do our other clients. But ________, I have a concern and I need you to level with me: Sometimes we go through this work to find these savings, and after we do, some companies use them to get their current vendor to lower their prices. Do you see what I mean?”

[Wait for response]

“So I’m happy to do the work for you and show you some savings, but let me ask you: what is the chance that you’ll take these back to your current vendor and do the same?”

OR

“Let me ask you: if we can also show you savings, what would prevent you from doing the same?”

Option #7:
“________, what is going to be the deciding factor on who wins your business on this?”

And if it’s price, then layer with:

“O.K., then after you get all the quotes, will you at least let me compete against the lowest quote to see if I can do better?”

Handling competition during the close: If after you’ve presented your product or service your prospect says they want or need to check on other offers/estimates/quotes, then use the questions below to get your prospect to open up and possibly reveal what it might take for you to win the business:

Option #1:
“I understand, which way are you leaning right now?”

Option #2:
“What would it take for someone else to win your business?”

Option #3:
“What would it honestly take for you to choose us for this?”

Option #4:
“What don’t you see with our proposal that you see in others?”

Option #5:
“Are we in the running with what else you’ve seen out there?”

[If yes]

“What about us would take us out of the running?”

OR

“What would you need to see to choose using us?”

AND

“What can I do right now to insure that we win your business?”

Option #6:
“Obviously you’re going to show this quote to your current vendor – if they match the price, will you just stick with them?”

[If yes]

“What can I do to prevent that?”

Option #7:
“How many times have you taken other quotes to your current vendor?”

[If they tell you]:

“And what do they usually do?”

[If they say they lower their price to keep the business]:

“How can we break that cycle and get you the right pricing from the start?”

Option #8:
“_________, let’s take your lowest bid right now and compare it – services to services – to what we’re offing you. If I find you’re getting a better deal, I’ll tell you so. If I can beat it, then I’ll let you know that as well. Either way – You’ll Win! Do you have that other quote nearby?”

Remember, competition will always exist, but you can beat it and win business if you’re prepared with proven and effective scripts like those above. Pick your favorite ones and tailor them to your particular sale.

If the Prospect Only takes Emails, What to Do?

by mike

I received an email from a reader who said that he sometimes gets the objection from the gatekeeper of, “I am sorry but he/she does not take outside calls, he/she only responds to emails.” He asked if there is a way to get around this, and my answer is: sometimes. Let’s start at the beginning:

First of all, my question to the sales rep who sent me this email would be, “How did the gatekeeper know you were an “outside” call,” rather than a client, prospect or friend?” The first thing a sales rep needs to do when prospecting is to use the please, please, please technique that I’ve written about earlier and to be as assumptive, yet polite, as possible. This generally eliminates 60 – 85% of the screening you’re likely to get.

If you still get the screening of, “What’s this call in regards to,” once again, you need to use the assumptive, directive approach I teach, combined with a please at the end. Something like, “Yes, please tell her it’s about her lead processing, and I’ll be happy to hold please.” This will work in most instances. Once again, you must use the openings as I recommend them to avoid the screening that occurs naturally.

If you have used both of these openings and still get the objection, “She only responds to email,” then you can try the following statements which may sometimes work:

“I have emailed in the past, and I think they may be getting stuck in her spam folder. Could you please tell her I need just a minute to confirm this please?”

OR

“I’d love to email her my information, but I’m not sure which brochure to send. Would you mind if I had just a 2 minute conversation to see what would be appropriate, please?”

OR

“And how do I reach her if I don’t hear back from my email?”

OR

“I understand, but this is important, could I speak with her supervisor, please?”

OR

“I understand she may be busy, who is her manager, please?” Then: “Could you please connect me with ________ please?”

OR

“I know what that’s like, we have a similar policy here as well. But after three email attempts, the caller is to be put through. Could you tell her I’m holding, please?”

OR

“Question for you: if I haven’t heard back from my previous emails, how would you recommend I reach her?”

OR

“If I end up not being able to reach her, who can you connect me to?”

OR

“My email is down right now, do you might putting me through for a quick question?”

OR

“Could I speak to your supervisor, please?”

OR

“What happened the last time you put someone through to her?”

OR

“I’m not allowed to email anyone I don’t already have in my data base. Do you mind letting her know I’m holding, please?”

OR

“Who can you put me through to?”

OR

“Could I have customer service, please?” (And then just go through them to be put through to your prospect)

OR

“What would you recommend is the best way to reach her by phone?”

OR

“No problem, for next time, what is her extension, please?”

These are a variety of responses you can use to get past the gatekeeper and on to your decision maker. Pick the ones that work best for your sale and your personality. If you find that you absolutely cannot get through, then try reaching out to your prospect through LinkedIn or other social media.

If you exhaust all of the above and still find you can’t get through to a prospect, then consider them disqualified for your product or service and move on. There are plenty of other deals waiting your call…

The Right Way to Open a Closing Call

by mike

How do you open your closing presentation calls? Have you scripted out the best opening, or do you wing it? Do you let your prospect take the lead, by asking if this is still a good time for them, or do you confidently and enthusiastically assume the opening and set the pace for the rest of the call? The way you open your closing call often determines how the presentation will go, and many sales reps set themselves up for stalls by opening a closing call weakly. Here’s the right way and the wrong way to open your closing calls:

The Wrong Opening #1:

“Oh hi, this is _______ _______ with _________, and we had an appointment right now to go over the presentation, is this still a good time for you?”

Now I know that it seems to make sense to check in with your prospect before just launching into your presentation, but giving them an out right at the beginning isn’t the way to go. When you use the opening I recommend below, if the time isn’t right for your prospect they’ll let you know. But don’t open your call by giving them an out…

The Wrong Opening #2:

“Oh hi, this is _______ _______ with _________, and I was just checking in with you to see if you needed anything today?”

Although this may immediately sound weak to you (and it is), you’d be shocked by how many calls I listen to that sound just this way! This kind of opening might as well be restated as, “Ah, you wouldn’t want to buy anything today, would you?” Once again, the cure is to script out an assumptive opening that offers them a choice of products or specials as you’ll read below.

The Wrong Opening #3:

“Hi, this is _______ _______ with _________, how are you today?”

Nothing telegraphs a sales call more than those four overused words: “How are you today?” Be different! Be engaging! Use an opening that signals that you’re different and that what they’re going to experience with you is more than just a worn out sales pitch…

The Right Opening #1:

“Hi _________, this is _______ _______ with ________, how’s your Friday going?

[Listen and react accordingly]

_________, I’ve been looking forward to speaking with you today because I have some updates that you’ll be particularly interested in. I’m sure you’re in front of a computer, so do me a favor and go to….”

Once again, if this isn’t a good time for your prospect (but it should be because you did send out reminder emails, right?), then they will tell you. But the power of this opening is that you are opening with some exciting news, you’re directing them into the presentation and you’re taking control of the call. And that’s what you should always be doing.

The Right Opening #2:

“Hi _________, this is _______ _______ with ________, how’s your Friday going?

Great! _________, I’m glad I reached you today, and after you hear about some of the specials we have going on today, you’ll be glad I called. Now the last time we spoke you told me you were (heavy users of/always on the look-out for/usually in need of…), and the good news is that today we have (X at $…..) and they are flying out the door. How many of these could I ship out to you today?”

Assumptive, assumptive, assumptive. Now, are they always going to buy? Of course not! But when you assume the sale and lead in with a couple of specials that you know they could be interested in, and then when you ask for an order like that, those prospects who might be interested in what you have will likely take the bait and either order or begin asking you buying questions. And that’s what you’re looking for, right?

The Right Opening #3:

“Hi _________, this is _______ _______ with ________, how’s your Friday going?”

Again, throw away the old, tired opening of “How are you today?” and replace it with a different and engaging opening that anchors your prospect into the day and actually gets them thinking about how their Friday (or Monday, or Tuesday, etc.,) is actually going. I’ve already added it to the above two openings, and you can see how much better they flow. By using it, you’ll be building a lot more rapport by asking this, and I encourage you to try it and see for yourself how effective it is.

When you combine these openings with the requalifying scripts I wrote about earlier, you’ll have the most effective and comprehensive opening possible. And it’s this type of opening that will give you the edge over your competition and get you further into a qualified presentation. And that will equal more closed sales.

The Importance of Confirming Your Answers

by mike

Let me give you a quick, easy to use, technique that will make your closes shorter and more effective. The technique is to confirm your answers to any buying question – or any objection – that you get. The importance of this came up for me while I was listening to a series of phone calls during which a sales rep was conducting a demo of a product. When the prospect asked the price, the rep gave it to him, but then he just kept talking to justify it!

It went something like this:

Prospect: “So how much does this cost?”

Closer: “The price for set up in your location is just $700, and then the monthly fee is just $125 per month. Of course we do a lot for you for that set up fee. It takes our tech staff blah, blah, blah… And also, that monthly fee covers blah, blah, blah. In addition, we also blah, blah, blah… And another feature with this is blah, blah, blah, blah…”

What happened on this call is that the closer, in his attempt to justify the price, actually introduced a question which turned into an objection and that led to this sale being stalled. And that’s the big danger whenever you begin talking past the close.

What the rep should have done is use a confirmation statement to see how the price fits for the prospect. Something like this:

Prospect: “So how much does this cost?”

Closer: “The price for set up in your location is just $700, and then the monthly fee is just $125 per month. Does that work within your budget?”

If building more value was required, then he could have gone into a brief explanation of that, but after that, he would still have to confirm his answer (which he and most other closers rarely do).

To take this further, if the prospect then said that it did fit within his budget, the next question would have been:

“And do you think this will work in your company?”

If the answer to that question was yes, then:

“Great! Then let me show you how to get started…”

This way, the close could have happened long before the rep talked past the sale.

This idea of confirming your answer is crucial not just when you answer a question, but also when you answer an objection as well. For example, after you answer a price objection, or objection about availability or any other objection, the thing to do is confirm your answer. Use any of the following:

“Did I answer that for you?”

“Is that more clear now?”

“Does that make sense to you?”

“Do you see why we charge for that now?”

Etc.

And after you do, if you get a yes or get buy in, then you ask for the order! Use, “Great, then let me show you how easy it is for you to get started with this…”

If the prospect then has another question or objection, you answer that as well, confirm your answer and ask for the order, over and over again.

The point here is that if you confirm your answer, you then get to ask for the order. If you don’t, and you’re talking or pitching after you answer a question, then chances are, you’ll talking past the close. And why would you want to do that?

How to Handle, “My supplier is my friend/brother/long term relationship, etc.”

by mike

I often get asked the question of how to handle the objection: “My supplier is my friend/brother/long term relationship, etc.” While this is, at first glance, a seeming difficult objection to overcome – and sometimes, if it’s true, won’t be overcome right away – there are ways to position yourself to earn some of the business either right away, or to be the preferred vendor they reach out to if they need to consider making a change. The way to do this effectively is to be prepared with proven scripts. Let’s take it one at a time:

Objection: “My supplier is my friend.”

The way to first deal with this is to explore the relationship briefly and then to qualify for an opening. Use:

“I understand, I also do business with people I consider friends as well. Tell me, how long have you been doing business with him/her/them?”

Layer:

“And who were you doing business with prior to them?”

Layer:

“And when was the last time you did a comparison with another provider?”

[If never]

“Well then, it’s a good idea to at least get another opinion/quote of services just so you know that you’re not only getting the best deal and service, but also so you’ll know who to reach out to should you need additional help. Could I at least do a no cost/no obligation comparison quote for you?”

If your prospect says yes, then there’s an opportunity here and you’ve uncovered it.

If they say no, then simply use the “Next in Line Script” below:

“O.K., no problem. One last question: Could I be the next in line person you reach out to in case you ever need to get another quote or service comparison?”

[If yes – take all their information and then]:

“Just out of curiosity, what would have to happen for you to even consider reaching out to someone else?”

This technique, if used as above, is highly effective at getting your prospect to open up and reveal any possible opportunity.

Objection: “My supplier is my brother/relative.”

As above, your first job is to question and explore this objection. Use:

“Hey that’s great. As you know, doing business with relatives can have its upside and downside, how’s your experience been?”

[If great]

“That’s good to hear. Just out of curiosity, how long have you been doing business with them?”

Layer:

“And who did you use before that?”

Layer:

“And what did you like about doing business with a non-relative that you miss now?”

[Regardless of what they say, Layer]:

“Well then, it’s a good idea to at least get another opinion/quote of services just so you know that you’re not only getting the best deal and service, but also so you’ll know who to reach out to should you need additional help. Could I at least do a no cost/no obligation comparison quote for you?”

If your prospect says yes, then there’s an opportunity here and you’ve uncovered it.

If they say no, then simply use the “Next in Line Script” below:

“O.K., no problem. One last question: Could I be the next in line person you reach out to in case you ever need to get another quote or service comparison?”

[If yes – take all their information and then]:

“Just out of curiosity, what would have to happen for you to even consider reaching out to someone else?”

Objection: “I’ve been doing business with my current supplier for a long time…”

Rebuttal:

“How long has that been?”

Layer:

“And has it been that long since you’ve compared prices and services with another provider?”

OR

“You know, a lot has changed in that time; it sounds like this would be a good time to at least get another opinion/quote of services just so you know that you’re not only getting the best deal and service, but also so you’ll know who to reach out to should you need additional help. Could I at least do a no cost/no obligation comparison quote for you?”

If your prospect says yes, then there’s an opportunity here and you’ve uncovered it.

If they say no, then simply use the “Next in Line Script” below:

“O.K., no problem. One more question: Could I be the next in line person you reach out to in case you ever need to get another quote or service comparison?”

[If yes – take all their information and then]:

“Just out of curiosity, what would have to happen for you to even consider reaching out to someone else?”

As you can see, the way to deal with this objection is to get your prospect talking to see if there is an opportunity there. If you use these scripts, you’ll be surprised at what you might uncover.

What the Price Objection Really Means

by mike

Of all the objections sales reps get, the “price is too high” is still number one on the list. And it makes sense, doesn’t it? I mean think about your own purchases – whether you’re in the market for a new car, a new house, or even a dinner out with the family – what’s the one common component of your own buying decisions? Budget, right?

So it makes sense that all of your prospects have a budget consideration as well. But be careful because the price objection doesn’t always mean that your prospect can’t afford it. In fact, the price objection is often the biggest smokescreen objection of all – meaning that prospects throw it out to hide what the real objection is. And the reason they use it is because it works: again, everyone understands budget concerns because we all have them…

Top producers know how to go beyond this smokescreen objection and uncover what the real objection is. And once you understand what the price objection really means, you will gain a unique insight into how to deal with and overcome it. Here are five ‘hidden meanings’ your prospect doesn’t want to reveal when they tell you that your price is too high – and what you should do about them:

[Learn how to discover and overcome the price objection with Mike’s Free Webinar: “How to Overcome the Price Objection” on Thursday, July 30th, at 1pm Eastern, 10am Pacific. Register Here]

1) They don’t see the value in what you are selling. Often when a prospect tells you that the price is too high, what they’re really saying is that based on what you’re telling them they’re getting, they don’t feel the spend is justified. This often means that you either:
a. Didn’t completely understand their buying motives and so didn’t show how your solution addresses them, or:
b. You didn’t build enough value in the results they are going to get as a result of making the purchase.

Solution: After you’ve clarified that this indeed the case, then it is up to you to go back and build that value by pitching specific points and tying them down to make sure your prospect sees and buys in to the value.

2) They believe they can get it cheaper somewhere else. With the Internet making your solution available to nearly anyone – or a solution your prospect thinks is the same – it’s difficult to compete on price.

Solution: The solution here is in first discovering that your prospect has another option in mind and then doing the straight forward comparison of “services for services.” This used to be called an “apples to apples” close and it’s still highly effective – if it’s presented correctly. The key, however, is to be able to determine whether that’s the issue and then use a properly worded script do the comparison.

3) They actually can get it cheaper somewhere else. This can seem difficult to at first handle, because after all if they can get it cheaper somewhere else, why wouldn’t they do it?

Solution: To answer this question, just ask yourself what motivates you to pay a premium for a product or service you know you could get less expensively elsewhere. Reasons can include:
 a. Getting it from a more well-known source often means that handling any problems, questions or returns is easier.
b. Buying something from a person or company you respect or like is often another reason to go with a higher priced item.
c. Convenience: Sometimes it’s easier or less time consuming to buy a product or service from a source you know and trust – even if you have to pay a bit more.
d. Quality of product. Often times a knock off or generic product is available, but those sometimes don’t come with all the support, instructions, warranty, etc., that you can get buy paying a bit more from the manufacturer.
e. You. The only place your customer can get you – your knowledge, your customer support, your belief and your desire to stand behind your product and make any problems right – is by buying it from your company and doing business with you. This is a powerful buying reason and one sales reps routinely underestimate…

4) Price is just a smokescreen hiding other objections. Often times prospects are not ready or willing to move forward with a purchase for a host of different reasons: If they are a business, then initiatives can change, or personnel changes, timing, scheduling, etc., also affect purchases. Or, for both individuals and companies, there can be multiple decision makers with different objectives, or prospects decide to keep looking or delay or postpone the decision for many other reasons as well.

When prospects don’t want to reveal what is really stopping them from making a decision, they will often just throw out the price objection because it works. Revealing anything else would require an explanation, but saying it costs too much, or that they simply can’t afford it, usually gets sales people off their back.

Solution: The key here is to find a way to get your prospects to reveal what is really behind their decision not to buy and then effectively deal with that.

5) They actually can’t afford it. Sometimes the price objection is just as it sounds: your prospect can’t afford – or chooses not to afford – your product or service. If this turns out to be the case, then it’s something you should have addressed during qualifying.

Solution: Top producers always qualify for budget – among five other things – and they know in advance if a prospect can afford their solution. If you have qualified correctly in the beginning, and you still get the price objection, then you can be sure it’s a smokescreen hiding items one through four above.

As you can see, the price objection isn’t always about the price, but rather, it often means something else. Your job as a closer is to be prepared with a scripted approach to find out exactly what the real reason is, and so position yourself to overcome it.

If you would like some scripts to help you uncover what your prospects mean when you get the price objection, then Sign Up Here for our brand new Webinar: “How to Overcome the Price Objection.”

You will learn six proven scripts that will help you deal with and overcome the price smokescreen. This Webinar is on Thursday, July 30th, at 1pm Eastern, 10am Pacific. Mark your calendars and Register Now.

How to deal with, “I’ll have to speak with…”

by mike

There are a few objections that seem – at first glance – almost impossible to overcome: “I want to think about it,” is one of them – but a close second has to be the “I’ll have to speak with….” someone else – a supervisor, regional manager, spouse, etc. In this case, like the one before it, the prospect isn’t objecting, per se, but they aren’t saying yes either. In both cases, however, they are stalling the sale and if your experience is like many others, then you know that a stalled sale often doesn’t close. So what to do?

First of all, I hope you anticipated this stall and even gained some insight and leverage for it by uncovering it during the qualifying stage. A simple question like, “And besides yourself, who weighs in on the decision on something like this,” would be enough to expose who all is involved in the decision process. Once you do, you can use any of the layering questions I’ve written about in other articles.

But if you have found this out and you still get this stall when you ask for the deal at the end of your presentation, then you don’t want to say what 80% of your competition says when they get this objection which is, “When should I check back with you?” Instead, you’ll want to begin to delve into the stall and gain more insight into whether it’s something that will potentially kill the deal, or if you can learn enough about the other person or process to properly access if this has the potential to turn into a sale and what it might realistically take to do so.

So the key to this stall is to begin questioning your prospect to learn as much as you can about the other person’s buying motives and their process. As you begin asking some of the questions below, you’ll find that the more information they have about the other person’s process, the more likely it is they are involved in the buying decision, and the less they know, the less involved they generally are and, unfortunately, the less likely it is they can influence them. Choose any of the questions below and use as many of them as appropriate. As always, spend some time to customize them to fit your product or service and your personality.

Objection: “I’m going to have to speak with my regional manager,”

Questions:

“Based on what you know about them, what is their timeline for acquiring this?”

OR

“And what sort of timeline are they dealing with for putting something like this to work for you?”

OR

“Share with me a little bit about the process they’ll go through to make a decision on this?”

OR

“Are they looking specifically for something like this right now, or are they in the information gathering stage?”

OR

“What do you think some of the questions are that they’ll have on this?”

OR

“Is this something they specially tasked you to find, or are you going to be bringing this to them on your own?”

OR

“What questions can you see them having on this?”

OR

“Based on what I’ve shown you, do you think this is something they will approve?”

OR

“What concerns can you see them having on this?”

OR

“Does he/she tend to make quick decisions on something like this?”

OR

“What would be the biggest reason they wouldn’t move on something like this?”

OR

“What would be the biggest reason they would go for this?”

OR

“Is your regional manager (wife/supervisor) generally supportive of your recommendations?”

OR

“Who besides your supervisor would be weighing in on this decision?”

OR

“Would it be O.K. for me to speak with them directly to answer any questions?”

OR

“I know you’re going to explain this to them, but I don’t want you to do my job for me, so I’d be happy to reach out to them directly if that would be alright with you?”

OR

“What would be the best way for me to help them come to a positive answer on this?”

OR

“What would you recommend is the best way I can help them see the value in this?”

OR

“Can we do a conference call right now with them to just see what their initial reaction to this is?”

OR

“Based on the other suggestions you’ve taken to them, what do you think their reaction on this will be?”

OR

“You like this solution, right? And I take it you’ll be recommending it to them, then?”

OR

“Since we both think this solution will work for you, how can you and I persuade them to agree to go with us on this?”

As you can see from these questions, just because your prospect says they need to speak with someone, it doesn’t mean that you have to go away. Instead, by asking questions and delving into the buying process and the decision making process, you’ll learn what it’s going to take for you to advance and close the sale.