Tag: Closing & Objection

If your clients and prospects are getting several quotes to determine who to buy your product or service from, then I know you’re frustrated. When what you’re selling is essentially the same (and even when it isn’t but your prospect “thinks” it’s the same), it can be maddening to lose business to the lowest bid. Here’s what to do.

Since your prospect wants the best deal regardless of who provides it, then you need to show them that by providing you with the other leading quotes, you’ll be able to either validate they are getting the best deal, or you’ll be able to beat it. The point is that either way, your client will win. And that’s what they want anyway.

Use the following script the next time you find yourself in a bidding or quoting war:

“__________ whenever you have options, price is usually the first and easiest thing to compare. But the problem is, in comparing price what usually gets missed is comparing the actual service and value you’re getting. Tell you what I’ll do. Go ahead and send me over the other quote you have, and I’ll compare it directly to what we’re offering you now.

If I find that you are truly getting a better deal, I’ll tell you so. If I find that we can match it and even give you a better price and service then I’ll do my best to give you a better overall deal. Either way, you’ll win – how does that sound?”

Once again, this works because it gives your prospect or client what they want – the best overall deal. Plus, they love playing one vendor against another, and this way you can see what you’re up against. Hopefully, once you know that, you can offer them the best deal to win their business!

Out of all the possible objections you get when selling your product or service, the nebulous, “I want to think about it” is probably one of the hardest ones to overcome. The prospect isn’t saying no, exactly, but he isn’t giving us an objection that we can overcome either. So what do you do?

If you’re like most sales reps, then you fumble around for some kind of response and end the call with a wimpy, “Well, when should I call you back?” The prospect is thinking, “How about the 12th of never?” :–)

Any good closer knows that this objection is the mother of all smokescreens and can hide a number of real objections. The real skill in dealing with this is to get your prospect to reveal what the real reason he’s not going with it is. And that’s what the following responses to this objection provide you with.

(These scripted responses are taken from Mike’s bestselling, “The Complete Book of Phone Scripts” eBook. He’s completely updated and revised it for 2014 and I highly recommend it!) See it Here

I’ll explain the technique that lies behind each one and when you read them, just remember, your goal here is to get to the real objection – even if it’s a “no” (which it often is…)

You’ll notice that the responses have numbers after them. This is because they are taken directly from the “The Complete Book of Phone Scripts” eBook. There are 10 different responses to handle this objection alone!

OK, now this first response is to give your prospect some options so they can give you an idea of what they really mean – and their answer will give you the direction YOU then need to go in to close the sale:

Response #1:
“_________, whenever I tell someone I need to think about it, it usually means one of three things: 1 – I’m not going to be a deal for whatever reason, and I just want to get them off the phone, 2 – I kind of like the idea but I’m going to have to find the money or talk to my partner, or something else is holding me back, or 3 – I really like the idea, and I just have to move something around before I say yes.

Be honest with me; which one of those things is it for you right now?”

As always when asking questions, use your MUTE button and let your prospect get everything out. Use the “Oh?” technique to prod him/her on further…

This next response is one of my favorites because in going through each of these options, you’re actually qualifying your prospect as well. Especially when you get to the last question about budget,

Response #8:
“Perfectly fine. Just to be sure, you do understand how this (your product or service) would work in your environment, right? And are you confident that if you moved forward with it you would get positive results? And finally, if you decide to give this a try, is the budget there to move forward with it?

Then just to clarify my thinking, what factors will you be considering in thinking about this?”

Again, listen carefully and give your prospect the time to finish his thoughts and give you all the info you need – in other words, use your MUTE button when he/she is speaking.

This tenth response is a little tongue in cheek, but it works! The important thing is not only what your prospect responds with, but HOW they say it…

Response #10:
“No problem, ___________. When should I call you back on this? And what is going to happen between then and now that will convince you to move forward with this?”

So there you have it! Three proven ways to handle the bane of every sales person’s existence: the dreaded “I want to think about it” smokescreen. Use them today and put an end to the stalls you get when trying to close your sale.

Special Offer: Get over $500 worth of powerful selling MP3’s and eBooks from people like Jeffrey Gitomer, when you get my Bestselling Book of Scripts! Check it out here.

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!

I get a lot of Ezine topic requests each week, and the majority of them are requests for different questioning techniques to use during the qualification stage.  I’m glad to see these requests because it means people understand the importance of identifying and then spending time with buyers.

I’ve written many feature articles over the years that address these kinds of questions, and if you’ve missed any of them I encourage you to visit my inside sales training blog.  You’ll get a ton of scripts and techniques that you can begin using right away to make more sales.  See my blog here.

Last week, however, I got a request for questions that could be used during the close or presentation stage.  That was a good question, and today’s feature article will cover 5 of my favorites.  These questions will vary from taking a prospect’s pulse to see if they are with you, to finding out if a benefit you just listed would work for them, all the way to a trial close.

All of these questions are crucial to ask during the close, and after you read them I encourage you to put these into your closing scripts and outlines.  They will give you the feedback you’ll need (and don’t get because you’re not in front of your prospect) to close the sale.  To get the most benefit from them, incorporate them into your script today:

#1 After giving any part of your presentation, you can ask, “Are you with me so far?”  You can vary this with, “How does that sound?”  Or, “Do you see what I mean?” And, “Does that make sense?”

Always listen carefully to not only what they say, but to how they say it.  And always allow a few seconds after they respond to give them time to add something else.

#2 After you give a benefit, ask, “How would you use that?” or, “Could you use that?”  Or, “Would that work for you?” or, “How could you use that in your situation?”

Again, LISTEN to what and how they respond…

#3 Another good question to ask throughout your presentation is, “Do you have any questions so far?”

This is one of the best questions to ask, and it’s also one of the least used.  You’ll be amazed by the kinds of questions you’ll get, and each one reveals what your prospect is thinking.  You should use this question often!

#4 Trial closes are always good.  Try: “How is this sounding so far?” or, “Does this seem to be the kind of solution you are looking for?” or, with a smile in your voice, “Am I getting close to having a new client yet?”

Even though that sounds cheesy, you’ll be amazed by how it will often break the ice and get your prospect to lower his/her guard!

#5 When you’re done with your presentation, always ask, “What haven’t I covered yet that is important to you?”

This a great way to end your presentation!  If they tell you they don’t have any questions, then you get to ask for the order!  If they do have questions, you answer them and then ask for the order!

The bottom line is that asking questions — and then shutting up and listening — is still one of the most important things you can do either during the qualification stage and during the close.  Use the above questions during your next presentation and watch your closes get stronger and your income get bigger!

If you found this article helpful, then you will love Mike’s Ebook: “The Complete Book of Phone Scripts,” which is packed with word for word scripts and techniques that you can begin using today to make more appointments and more sales.  You can read about it by clicking here: http://www.mrinsidesales.com/scripts.htm

Mike Brooks, Mr. Inside Sales, works with business owners and inside sales reps nationwide teaching them the skills, strategies and techniques of top 20% performance.

If you’re looking to catapult your sales, or create a sales team that actually makes their monthly revenues, then learn how by visiting: http://www.MrInsideSales.com

If your product or service allows you the chance to up sell your customer at the point of sale (and seriously, what product or service doesn’t??), then you instantly double and even triple your income if you know how to properly suggest and get your prospects and customers to buy more.

First, let’s talk about what NOT to do:

1)      First of all, you absolutely have to ask for the up sell in order to get it.  I know that sounds like a “duh!” comment, but take it from me – out of the thousands of sales reps I listen to each year, a very small percentage actually do.

2)      Ask for the up sell as an afterthought.   As you’ll see, timing is everything with the up sell.  Don’t wait until the very end of the sale to suggest one.  You have to make it part of your original product offering as you’ll see.

3)      Ad lib it.  You absolutely have to be prepared, polished and assumptive when asking for the up sell.  Again, this is where many sales reps fall short as you’ll see…

OK.  And now here are the 3 rules for successful up sells:

1)      The first thing you need to do is know exactly what up sell item or service you’re going to sell with what product.  If you sell many different types of products or services, then you may have a pair them in advance and be ready to offer the product that most likely fits or goes with what it is you’re selling.

Take some time this week and map out exactly what specific product or service you’re going to up sell with which product you’re selling.  And then stick to that and pitch that over and over again.

Case Study: I consulted with a blood plasma company once that sold everything from blood plasma, to flu shots, to disposable supplies.  There was a lot to choose from in terms of up sell.  We hired a new rep and he quickly became the number one producer because he decided to up sell the same bottles of blood plasma whenever someone bought blood plasma.  In other words, he didn’t try to them sell them gloves or needles.  Here’s how it went for him:

If the client bought two bottles, he would always say, “That’s great.  You know, we happen to have two more bottles of that left with the same expiration date.  They come in a case of four – would you like me to just send you our last four bottles?”

Over 60% of the time they would!

2)      And that leads me to rule #2: Be prepared with a scripted approach.  The up sell is one of the easiest and most important parts of your presentation to script out.  So many sales reps (like 80% of them), ad lib the up sell (whenever they think about it at all), and often aren’t convincing nor persuasive.

But the top reps have taken the time to script out the most compelling up sell pitch they can, and then they deliver it with confidence and in an assumptive manner.  This makes a huge difference.  Here are some great ways to start your up sell script:

“________, I’ll tell you what many of my clients are also taking advantage of….”

“That’s a great choice.  And did you know we’re running a special offer on two or more cases?  Yes, you can get free (shipping, package of wipes, promotional posters, etc…)…”

“_________while that policy is perfect for you, the smart way to go is to increase your coverage to 2 million dollars for just a $100 more a year.  That would be your best move on this….”

3)      The third rule is that timing is everything!  The best time to suggest the up sell is right after your prospect or client has said yes to an order.  Don’t talk past the close, don’t go over any other details, just go right into your up sell pitch.

The reason for this is that your client is in the “buying zone” at that moment and that is when you make your up sell offer.  Don’t worry, they won’t cancel their first order – that’s in the bag.  What you want to do now is suggest an up sell (that you’ve scripted out and that is compelling) at this exact moment and then hit your mute button and listen.

There you have it.  The three rules to effective up sells.  Try them today and watch your sales – and your confidence – soar!

3 Rules for Successful Up Sells

By Mike Brooks, www.MrInsideSales.com

If your product or service allows you the chance to up sell your customer at the point of sale (and seriously, what product or service doesn’t??), then you can instantly double and even triple your income if you know how to properly suggest and get your prospects and customers to buy more.

First, let’s talk about what NOT to do:

1)  First of all, you absolutely have to ask for the up sell in order to get it. I know that sounds like a “duh!” comment, but take it from me – out of the thousands of sales reps I listen to each year, a very small percentage actually do.

2)  Ask for the up sell as an afterthought. As you’ll see, timing is everything with the up sell. Don’t wait until the very end of the sale to suggest one. You have to make it part of your original product offering as you’ll see.

3)  Ad lib it. You absolutely have to be prepared, polished and assumptive when asking for the up sell. Again, this is where many sales reps fall short as you’ll see…

OK. And now here are the 3 rules for successful up sells:

1)  The first thing you need to do is know exactly what up sell item or service you’re going to sell with what product. If you sell many different types of products or services, then you should pair them in advance and be ready to offer the product that most likely fits or goes with what it is you’re selling at the time.

Take some time this week and map out exactly what specific product or service you’re going to up sell with which product you’re selling. And then stick to that and pitch that over and over again.

Case Study:  I consulted with a blood plasma company that sold everything from blood plasma, to flu shots, to disposable supplies. There was a lot to choose from in terms of up sell.

We hired a new rep and he quickly became the number one producer because he decided to up sell the same bottles of blood plasma whenever someone bought blood plasma. In other words, he didn’t try to sell them gloves or needles. Here’s how it went for him:

If the client bought two bottles, he would always say, “That’s great. You know, we happen to have two more bottles left with the same expiration date. They come in a case of four – would you like me to just send you our last four bottles?”

Over 60% of the time customers said yes!

2)  And that leads me to rule #2: Be prepared with a scripted approach. The up sell is one of the easiest and most important parts of your presentation to script out. So many sales reps (like 80% of them), ad lib the up sell (whenever they think about it at all), and because of that they aren’t very convincing nor are they persuasive.

But the top reps have taken the time to script out the most compelling up sell pitch they can, and then they deliver it with confidence and in an assumptive manner. This makes a huge difference. Here are some great ways to start your up sell script:

“________, I’ll tell you what many of my clients are also taking advantage of….”

“That’s a great choice. And did you know we’re running a special offer on two or more cases? Yes, you can get free (shipping, package of wipes, promotional posters, etc…)…”

“_________while that policy is perfect for you, the smart way to go is to increase your coverage to 2 million dollars for just a $100 more a year. That would be your best move on this….”

3)  The third rule is that timing is everything! The best time to suggest the up sell is right after your prospect or client has said yes to an order. Don’t talk past the close, don’t go over any other details, just go right into your up sell pitch.

The reason for this is that your client is in the “buying zone” at that moment and that is when you should make your up sell offer. Don’t worry, they won’t cancel their first order – that’s already a done deal. What you want to do now is suggest an up sell (that you’ve scripted out and that is compelling) at this exact moment and then hit your mute button and listen.

There you have it. The three rules to effective up sells. Try them today and watch your sales – and your confidence – soar!

If you found this article helpful, then you’ll love Mike’s NEW book of phone scripts, “The Ultimate Book of Phone Scripts.”  Get over 220 Brand New Scripts to help you easily get past the gatekeeper, set appointments, overcome objections and close more sales. Visit:  http://www.mrinsidesales.com/booklaunch.htm and get over $400 of FREE Sales Bonuses by Jeffrey Gitomer, Tom Hopkins and more!!

Do you have an underperforming inside sales team?  Talk to Mike to see how he can help you and your team reach your revenue goals.  To learn more about Mike, visit his website: http://www.MrInsideSales.com

Last week a closer shared this situation with me – she was asking for the order from a prospect when he announced that he had done some research and found that a competitor had a lower price for the same service.

He said that if she could match the price then he would go with her company. She told me the problem was she couldn’t match the price. What should she have done, she asked me?

My answer was ? ?Find his real buying motive."

I told her I would have asked the prospect the following question:

"_________ I’m not saying I can match this price, but if I can, and with all things being equal, why would you go with me and my company and not the other?"

I told her that one question would reveal why he preferred her company, and that buying motive would become the leverage she needed to close the sale right then.

In the end, even though she couldn’t match the price, she told me that the prospect called her back and purchased the service from her. I asked why and she said the prospect explained that he liked the way she dealt with him, took time with him, and explained things thoroughly.

This was his real buying motive and it outweighed the difference in price. Had she asked the question suggested earlier she probably would have been able to close the sale earlier as well.

In the end, understanding your client?s real buying motive can often mean the difference between making the sale or not. And as we’ve seen, sometimes all you need to do is ask a simple question to find that out.

Last week I was speaking with a new prospect who had called in to inquire about one of my inside sales training programs. I went over her needs, matched up my training to fit those needs, gave her the price options and then closed on dates.

And that?s when I got the old stall, ?Well, let me run this by my boss, and I still have to hear back from, blah, blah, blah.? Sound familiar?

What was worse was that a few days later she stopped returning my calls and didn?t respond to my emails. Now I can take a hint, and I know that she probably wasn?t going to be a deal. I?m sure you can relate, and so I want to give you a proven technique that will allow you to:

1) Open up the dialogue again.

2) Find out why your prospect isn?t going with you.

3) Get them to tell you what you can do to save the sale.

It?s called the ?I love to learn? technique and here?s what you do:

First, you?re going to have to be persistent and keep calling your prospect until you catch them and they pick up. Don?t leave any more voice mails. Once you get them, say the following:

?Hi __________, I?m glad I reached you ? how have you been?? They will likely try to brush you off here, so you say:

?That?s perfectly OK. I?ve been in sales long enough to know when we might not be a match for a company. Just a quick question, though. You know, I love to learn and I?m always trying to improve, what specifically about our (offer, quote, product or service) didn?t seem right for you??

Now shut up and listen! If you do this right, your prospect will tell you what was wrong with your proposal, and this will give you a chance to adjust or adapt it to fit their needs. Will it always work? Of course not, but if there is still a chance to get a deal, this technique will show you how. !