Tag: Prospecting & Qualifying

How to Overcome the “You Expect Me to Make a Decision Now?” and “I Need to Do More Research”

by mike

One of my readers sent me two objections he’s struggling with and they are: “We need to do some research first,” and “I don’t make a decision on the day,” or the variation: “Do you expect me to make a decision, like, now?” Two interesting objections and two that are easy to handle – if you are prepared for them in advance with good scripts.

Let’s start with the second objection of “Do you expect me to make a decision, like, now?” This is an objection that never should have come up because it should have been discovered and dealt with during the initial prospecting call. As I’ve written earlier, during the prospecting call you need to qualify your prospect on six different qualifiers, and one of those is time frame. Here again are a couple of qualifying questions on the cold call that would have prevented this objection from ever coming up:

“If you like our solution when we go over the presentation next week, what would be your timeframe for putting it to use for you?”

OR

“And if you like what you see next week, is this something you could make a decision on right away?”

Again, these kinds of qualifying questions are the ones you ask during the initial call so you don’t get this objection during the close.

Another way to avoid this objection is to re-qualify before the closing presentation. I always recommend you re-qualify at the beginning of your demo so you aren’t ambushed with objections like, “Do you expect me to make a decision, like, now?” Here are a couple of questions to ask before you begin your demo:

“And ________, let me ask you: if, after we finish the demo today, you like what you see and can see how it can help you (repeat their buying motive), is this something that you can make a decision on today?”

OR

“And __________, let’s talk about your time frame for putting this solution to work for you. If you like what you see today, how soon could you move on it?”

Again, by using any of these techniques, you can avoid the two objections above. “But what if I still get these objections at the end??” I can just hear you asking… The key here is to then isolate the objection so you can see what you’re really dealing with. And the best way to do that is to ask questions and listen. Try:

“What is your timeline then?”

And Layer:

“Based on what we’ve gone over today, how does this sound to you?”

OR

“I can certainly appreciate that, but while you’re thinking it over, consider this…” And keep pitching one or two points you know they really like. And then: “Does that make sense to you?” And if it does, then ask for the order again: “So why don’t we do this…”

Never take one no (or two or three or four for that matter) as the ultimate answer, but instead be ready to pitch the benefits and continue to ask for the order.

The other objection: “We need to do some research first,” can and should also be prevented by qualifying for timeline during the initial call, but if it still comes up, then treat it like any other stall and try to get to the real objection that is hiding behind it. And, as always, use a few proven scripts to make it easy, and ask questions that are designed to get your prospects to reveal what it’s going to take to close the sale. Try:

“I totally understand – just out of curiosity, what parts do you need to do research on?”

OR

“O.K., when you say research, does that involve comparing it to other companies?”

[If Yes]

“And what part of this are you comparing the most?”

OR

“I help my clients do research all the time – in fact, because of I have access to so many resources in this industry, I can usually get answers and solutions they can’t. Tell me, what specifically are you interested in learning more about?”

OR

“And, based on what you know about it now, if your research comes back positive, does this sound like a solution that would work for you?”

[If Yes]

“Great! And what is your timeline for acting on this?”

[If you get a date]

“Terrific! Then let me help you do the research so you can put this exciting (profitable, proven, etc.) solution to work for you today!”

OR

“________, I’ve only given you part of my presentation because I didn’t want to overwhelm you. But apparently I’ve left out some points that you need to know more about. Tell me, what specifically do you want more information on?”

OR

“From what you DO know about this so far, can you see this as being a fit for you?”

[If Yes]

“Great. Tell me what I can do to help you learn more about this so we can put it to work for you.”

As you can see, the more you get your prospect to talk, the more information you’ll have as to what the real hold up is, and what you can do to overcome it. Use the scripts above to help prevent some of these objections from ever coming up or to isolate the real objection and close in on the solution that will work for each particular prospect.

How to Use Assumptive Statements

by mike

Want to make your presentations instantly better? Then invest some time and change your closed ended, weak closing statements and questions into powerfully persuasive assumptive statements that lead your buyer to make the decision you want them to make. Assumptive questions are just that – they assume an answer rather than ask it, and in doing so, they cut through any hesitation or resistance a prospect is likely to put up. In addition, a good assumptive question also heads off any smokescreen objection a prospect might try to hide behind.

If you look at your presentation carefully enough, you’ll find many opportunities to replace closed ended questions with assumptive ones. Here are some examples to get you started:

Change: “Do you have any questions for me?”

To: “What questions do you have for me?”

Change: “Would you like to get more business?”

To: “How much more business would you like to get?”

Change: “Do you think you would get more traffic (or leads) from using this?”

To: “How much more traffic (or leads) do you think you’d get using us?”

Change: “Do you think your other (departments/locations/etc.) could benefit from this?”

To: “How many other (departments/locations/etc.) would benefit from this?”

Change: “Do you have a budget for this?”

To: “What kind of budget do you have for this?”

Change: “Do you think your partner/manager/corporate would agree with this?”

To: “Why do you think your partner/manager/corporate would agree with this?”

Change: “Does this make sense to you?”

To: “Tell me, what part of this makes the most sense to you?”

Change: “Is this something you’d like to go ahead and try?”

To: “Let’s go ahead and get you started…”

Change: “What do you think your manager will say?”

To: “How do we get your manager to say yes to this?”

Change: “Are you the ultimate decision maker on this?”

To: “And besides yourself, who else would be making the final decision on this?”

Change: “Is your (current solution) providing all the leads you need?”

To: “What would you like to most improve with your (current solution)?

As you can see, nearly any open ended question can be turned into an assumptive one. And do you see how much more suggestive and powerful they are? Go through your qualifying script, your closing script and your rebuttal scripts and look for opportunities to transform your closed ended questions into powerful and effective assumptive ones. And then watch as you gain more control over selling situations and begin eliminating the objections and stalls that you may be creating right now…

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.

The Only Qualifying Question You May Need

by mike

I was working with a client the other day listening to one of their rep’s qualifying call, and when the rep presented the cost of the product and asked if that fit within the prospect’s budget, the prospect gave an interesting answer. She said:

“Well maybe, but it depends. I’ll have to first see if what you have will work well enough for us to make the switch.”

Question for you: What would you say next? In the call I was reviewing, the rep then said they should schedule a demo of the product and that during that demo the prospect would learn about how it worked and would then be able to decide. Is that what you would do?

If you said yes, then you’re wrong. Pitching this prospect without having a specific idea of what exactly they are looking for could prove to be a big waste of time. Think about it: why would you want to spend an hour going over a demo wondering (or hoping) that what you said was enough to make them switch? And this leads to the only qualifying question you may need.

The right thing to say here was: “And what specifically would you need to see to determine whether it would be worth switching or not?”

This question (and the other examples below) is the one question that will get your prospect to reveal what their precise buying motive is. And until you understand exactly what it is going to take to earn their business, you’re pitching blind. And this is how most sales reps operate. Many sales reps think the most important thing they can do is get prospects into their pipeline so they can demonstrate their product or service. They think that if they can do enough demos, then they will eventually make more sales.

Smart sales reps – the Top 20% — think much differently. The Top 20% want to know as much as possible in advance of the demo so they can tailor their presentation to the precise buying motives of each prospect. And to do this, they have to ask the qualifying questions which will encourage a prospect to reveal what those buying motives are. The above question is specific to what this prospect said to the rep, but below are some other, more general, questions that will achieve the same goal as well. Find ones that feel comfortable for you to use and then practice, drill and rehearse until they become natural for you:

Qualifying question #1:

“So ________, what specifically would you need to see in our demo next week that would convince you this would be a good fit for you?”

Qualifying question #2:

“And let me ask you this: What specifically would you like me to concentrate on during our presentation next week?”

Qualifying question #3:

“Tell me _________, what area are you most interested in that I can address in detail during our presentation next week?”

Qualifying question #4:

“_________, what is the one thing that you’re hoping this (your product or service) can do for you and your company?”

Qualifying question #5:

“And what would you need to see in the demo next week that would convince you to move forward with this?”

Qualifying question #6:

“Just out of curiosity, what are three main things this (product or service) must do for you before you would decide to go with it?”

Qualifying question #7:

“________ tell me, what one thing could you absolutely not live without – in other words, what must I be able to show you during the demo for you to be able to decide this could actually work for you?”

Qualifying question #8:

“What specifically are you hoping this will be able to do for you?”

Qualifying question #9:

“_________, specifically, what is the one problem you’re having that you hope this can fix for you?”

Qualifying question #10:

“And last, _________, what are you going to be looking to learn more about during our presentation next week?”

As you can see, once you find out exactly what your prospect is looking for, then you’ll be able tailor your presentation to give that to them. Doing this will catapult you into the Top 20% of producers in your company!

How to Follow-Up with Prospects and Win Business

by mike

A while ago, my wife and I renovated our new home, and as part of this grueling process we had to get many quotes from all different kinds of people. This ranged from window replacement people, plumbers, electrical contractors, painters, tile companies, contractors, fine craftsman, window treatment companies – the list seemed endless. After they finally showed up and saw the work, their next job was to deliver a quote (usually by email). As a sales trainer, the next part seemed pretty straight forward to me – and that’s for them to follow up on their quotes, right?

Would you believe that over 90% of these people NEVER followed up on their quotes? I am absolutely amazed by that! It makes me understand and believe even more in a card I once saw on sales:

SALES STATISTICS
48% of sales people never follow up with a prospect
25% of sales people make a second contact and stop
12% of sales people only make three contacts and stop
ONLY 10% of sales people make more than three contacts
2% of sales are made on the first contact
3% of sales are made on the second contact
5% of sales are made on the third contact
10% of sales are made on the fourth contact
80% of sales are made on the fifth to twelfth contact

Interesting statistics, aren’t they? I always follow up with prospects – and many, many times as well – and that practice alone has made me more successful than 90% of my competition. And after my recent experience with these contractors, I’m even more convinced that just following up regularly gives you a significant edge over your competition. Here is a sample follow-up campaign (emails and phone calls) I use that you can adapt to your sales cycle:

Email #1:

After my initial phone call with a prospect – whether they want information or links to my website – I always send a separate email thanking them for taking the time to speak with me:

Dear (Prospect’s name),

Thank you for taking a few minutes today to tell me a little about your company and what you are trying to accomplish. It sounds like if I can help you (repeat their specific needs here), then there might be a fit between our companies.

I’ve sent you over the (brochure, specs, job scope, whatever you promised – as well as a meeting request) and look forward to our next conversation on (confirm time for next contact).
If you have any questions before we speak, please don’t hesitate to call me back on my direct dial phone number: (Your number).

Once again, thank you for taking the time to speak with me, and I look forward to continuing our conversation next (week).

Sincerely,
(Your Name)

Email #2:

My next contact comes two days later. It always includes something that might be of interest to my prospect. Here is a sample email:

Dear (Prospect’s name),

I was thinking about you and thought you would enjoy seeing/reading the following article: (Name of an article, company brochure, white paper, something related to them). I think this is in alignment with what you’re trying to accomplish.

Let me know if there is anything else I can do to help you. Once again, my direct phone number is: (Your number).

Looking forward to speaking with you next (day and time of appointment).

Sincerely,
(Your Name)

Email #3:

My next contact comes with a phone call on the date we have scheduled to speak next (You DID get a specific day and time for your next contact, right?). Often times before this I will also send out an automatic meeting reminder as well. My opening for this call is very assumptive and avoids common mistakes such as: “I’m just calling to follow up,” or “I’m just calling to see if you had time to read the material I sent you,” or “Did you have time to go through our website?” etc. Instead your opening call should something like:

“Hi _________, this is ________ ________ with (your company), how’s your Monday going?”

You know ________, I’ve been looking forward to speaking with you today. I’m sure you looked over the information I sent and probably have some questions, so tell me, where would you like to start?”

Again, always be assumptive, and obviously vary your opening based on whether you’re doing a demo (re-qualify in this case), or simply assume they’ve done what they committed to doing and then ask a question to get them to reveal what they are thinking.

So, by now – by this second conversation – I’ve reached out to my prospect five times! (The first is the email with my information, the second is the email, “Thanks for taking the time,” the third is the meeting request, the fourth is the next email with additional information or an article, and the fifth is the automatic meeting request. Including this follow-up call, I’ve now reached out to my prospect six times! But this is just the start….

After my presentation, I get a specific day and time to follow up again, and I will send another email article or white paper in-between this. And if my prospect isn’t available when I call back, I call them several times a day during the week until we connect – and, of course, I also send emails.

In addition, any prospect in my pipeline also goes into my Send Out Cards campaign, from which they get a physical greeting card from me in the mail each month until they buy. (See this amazing card system here: www.sendoutcards.com/mrinsidesales)

On average, between emails and phone conversations and meeting reminders, my prospects get between eight to twelve contacts within the first two weeks. And then they get a card in the mail each month as well.

Lastly, if a prospect goes dark during or after this, I always send them my “Should I Stay or Should I go” email which gets me a response over 65% of the time – even when every other method fails to get them to react. Here’s what it is:

Subject line: (Prospect Name) Should I Stay or Should I Go?

Dear _________,

I haven’t heard back from you and that tells me one of three things:

1) You’ve filled the position or you’ve already chosen another company for this.

2) You’re still interested but haven’t had the time to get back to me yet.

3) You’ve fallen and can’t get up, and in that case please let me know and I’ll call 911 for you…

Please let me know which one it is because I’m starting to worry.

Honestly, all kidding aside, I understand you’re really busy, and the last thing I want to do is be pain in the neck once a week. Whether your schedule has just been too demanding or you’ve gone another direction, I would appreciate it if you would take a second to let me know so I can follow up accordingly.

Thank you in advance and I look forward to hearing back from you.

Kind regards,”

If this email made you laugh, then think about getting your prospects to laugh as well. Again, this email gets over 65% of my prospects to email me back and let me know their status. Try it, it works.

As you can see, having a follow up system – and sticking to it – will put you ahead of over 90% of your competition. And if you’ve qualified a lead properly in the beginning, then this kind of perseverance is often enough to win you the business the majority of the time.

How to Question for Budget

by mike

Qualifying for budget, or handling objections around budget and money, are areas most sales reps feel uncomfortable in. To start with, I’ve heard many sales reps tell me that bringing up budget or money on a qualifying call is not only uncomfortable, but that it’s inappropriate as well. They say, “I haven’t given any value yet, so it’s too early to talk about budget!”

My response is that if your product or service is out of a prospect’s budget, or if they feel it’s too expensive, then it doesn’t matter how much value you give it – they aren’t going to buy from you. That’s why it’s crucial to qualify for budget up front – just as you would with decision maker, timeframe, etc.

And when objections about money or price come up, again, sales reps often struggle with how to handle it. In fact, most sales reps’ default response is to try to lower the price rather than either build value or help the prospect find other areas to get budget from.

Below you’ll find a variety of ways of both qualifying for budget and asking questions to help assist you in helping the prospect find the budget. Getting comfortable with regularly asking these questions – both during the qualifying stage and during the close – will allow you to both identify qualified prospects and help you close them.

As always, adapt them to fit your product, service or personality and practice, drill and rehearse them until they become automatic for you:

Budget Questions during qualifying:

“How much budget do you have set aside for new advertising?” (This week, quarter, or year)

“How much are you currently spending to attract new consumers?”

“How much budget do you currently spend on keeping or retaining your existing customers?”

“How much have you set aside this?” (Your product or service)

“What do you know about management’s budget when it comes to adding….” (Your product or service)

“Besides yourself, who else would weigh in on making a budget decision on this?”

LAYER:

“And what is their role (or your role) in that process?”

LAYER:

“And what do you know about their budget for adding a new…. (Your product or service)

“How much of a priority is this (your product or service area) for you this month?” (Or quarter)

“How much does your department (or company) spend on new client acquisition?”

“Our solution runs a ballpark of $10,000 up to $50,000.” If you liked what you saw, could you work within that range?”

“What’s your budget for this?”

“What are your plans for (your product or service area) for the upcoming season/quarter for this?”

Budget Questions during the close:

“What is a new customer worth, roughly, to you?”

LAYER:

“And how much budget, per week/month/year, have you set aside to attract those new customers?”

LAYER:

“And how much of that budget is still not used that you could apply to this?”

“When something like this comes up that you believe will work for you (your department or company), how do you normally go about getting the budget for it?”

“How do you draw from next month’s/quarter’s budget to get something like this that you really know will help you?”

“What is your yearly budget for this area (of your product or service)?”

LAYER:

“And how much of that do you have left over?”

“Let me ask you: around this time of year, how do you handle these kinds of purchases?”

“Who else could you get approval from to afford this extra expense?”

“How do you normally get something above budget approved?”

“How can you borrow against next year’s budget to get the profits and results this year?”

“What do you have to do now to make sure this is properly budgeted for next quarter?”

“What other areas/departments can you borrow from to start this service today?”

“If money weren’t an issue here, would you move forward?”

[If Yes]

“GREAT! What are three ways you can think of now to get the budget for this?”

“What did you do last time you really wanted something?”

“How did you get the money last time you really wanted something?”

“We all have ways of getting the money when we really want something, what way do you have of getting the money now?”

“Who (which department) could you borrow from?”

“How about I put you on our low cost down payment program, and you can then set up easy monthly payments so you can get started today?”

As you can see, there are a variety ways of not only bringing up or getting clarity around the budget issue, but of also leading your prospect to revealing how and when they can get or find the budget. Have some fun with this and hit MUTE while you get all the answers and solutions around budget that you need!

How to Deal Effectively with the Influencer

by mike

So many closing situations now come down to pitching to and trying to influence an influencer, that it’s time to teach the proper way of doing it. A couple of things first. An influencer is defined as someone who is involved in some way in the decision process – they either help make the decision, or they have to approve your product or service first before they pass it on to other decision makers, etc. The bottom line is that there is someone above them who weighs in heavily or who has the final say on whether or not to move forward with you.

So the first thing you need to do is determine how your influencer fits into the decision process (if at all), and how much influence they have. Use the following questions during the qualification stage to determine this:

“And ________, besides yourself, who else would weigh in on this?”

AND

“And how does that process work?”

AND

“What is your role in that process?”

AND

“And how much influence do you have in that process?”

AND

“What generally happens when you recommend something like this?” (“Do they generally go with your recommendation?”)

Sometimes you’ll be able to get through all these questions during the qualification stage, but if you get rushed, ask as many as you can. It’s important that you have a clear idea of what your influencer’s role is, and how much influence he or she actually has before you go through your demo or presentation later.

By the way, once you begin your demo, it’s always a good idea to go back through these questions before you launch into your pitch. Doing so will give you a head’s up as to how it’s likely to end. Wouldn’t it be nice to know the stall before it even comes up? And once it does, here is how you handle it:

You: “So from what we’ve gone over, it sounds like this would be a great fit for you – let’s go ahead and get you started today.”

Influencer: “Well, I’m going to have to show this to the committee.”

You: “I understand, and just out of curiosity, based on what you’ve seen here today, do you personally think this would work for you (your company, department, etc.)?”

Influencer: “Yes, it looks good.”

You: “Great, then I take it you’re going to recommend it to the committee?”

Influencer: “Yes I will.”

You: “Good. Just out of curiosity, what generally happens when you take something to the committee that you personally recommend?”

OR

You: “Good. Just out of curiosity, when you take something to the committee that you personally recommend, what do they tend to do?”

OR

You: “Great! And how much influence do you have with what they’ll end up doing?”

OR

You: “Great! And how often do they go with your recommendation?”

Note: If you get buy in that they generally go with what they recommend, then:

You: “Wonderful! Since they usually take your recommendation, and since you’re on board with this, here’s what I recommend we do: I’ll go ahead and get the contract out to you and schedule an install date. Once you get the approval, we’ll already have much of the work done to get you going. Now, what is a good time for the installation of this?”

Let’s break this down. The first thing you did (during the qualification stage) was to get clarity over how much influence your influencer actually had over the final decision. This is an important step that most sales people actually miss.

Next, at the end of your close, you make sure that the influencer was sold on your product or service first, before you went down the “committee” path. It’s crucial you get their buy in at this stage.

After you do get their buy in, that’s when you can ask if they’re going to recommend it and how much weight their recommendation carries. After that, you do a trial close on paperwork, etc. You can make this as soft a trial close as you want, the point here is that you want to take your influencer as far as he/she will let you. The further they let you go, the more likely they’ll be a deal later.

Start implementing these techniques in your sales calls starting with the qualification stage. The more you learn about the influencer, and their role, the better equipped you’ll be to take the close further at the end.

Five New Ways to Handle the “We’re Currently Working With Someone.”

by mike

If you’re selling one of the more popular products or services on the market (and who isn’t?), then you probably run into this blow off all the time. Like most brush offs, prospects like to use this because it works – unprepared reps usually respond with a feeble: “Oh, O.K, well, could I call you back in 6 months?”

Being prepared with a few good scripts will allow you to get past this objection, and will allow you to qualify an opportunity where most other people will miss it. With the following scripts, I advise you to customize them to fit your personality, product or service, and then to practice them over and over again until they become automatic. Just like you should do with all scripts.

Pick your favorites from the list below:

“We’re currently working with someone else (and we’re happy)”

Response One:

“No problem at all. But while I have you on the phone, what I’d recommend you do is at least learn about a few features we offer that you may not be getting now, so if you ever need to reach out to another company, at least you’ll have an idea of what’s out there. In fact, let me ask you: Are you getting XYZ? (Mention something you offer that your competition doesn’t…)”

Response Two:

“That’s great and let me ask you: if in two minutes I can give you an idea of why more companies are switching to us, would you at least accept an email with my contact information for when you do need to consider using someone else?”

[If yes]

“Great – the number one reason companies switch to us is for XYZ – are you currently getting that now?”

Response Three:

“Who are you using?”

[Wait to hear, then]:

“That’s a good company, in fact, they are the reason that we created our (name your advantage) – it’s something that takes what they do, but makes it better – have you heard about it?”

[Listen for an opening]

“If you’re interested, I can show you two or three other things we do differently, and then you can judge for yourself if you’d like to learn more, fair enough?”

Response Four:

“That’s great – it means you’re in our sweet spot. For the future, though, you might want to know that in addition to the (product/service) you’re getting from them, we can also give you XYZ – would you find that useful?”

Response Five:

“That’s great – because things change so quickly in this market, it means that we can be a great resource for you for when you need to compare pricing or services down the line. Let me quickly ask you:

“Are you the right contact for this?”

OR

“How did you decide to use (the other company) for this?”

OR

“What do you wish they did better?”

OR

“How open would you be if we could show you how to do (XYZ)?

As you can see, these scripts are designed to start a dialogue with someone and get past their initial reflex response. If you can get someone talking to you, you have a much better chance to find an opening and create an opportunity to uncover a qualified lead.

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Five New Ways to Handle, “I’m too busy”

by mike

Of all the brush offs you get while prospecting, the good old standby: “I’m too busy to talk now,” is right up there with, “I’m not interested,” and “Just email me something.” The reason this is such a popular response with prospects is that most sales people don’t know how to handle it, and so are easily put off and happy to “call back later.” Of course, this is just what the prospect wants them to do, and, since they now have your caller ID#, they’ll know to let the call go to voicemail the next time they see it!

The key to handling this stall – as with all others – is to sidestep it first and earn the right to ask a few, quick qualifying questions to see if you’re really dealing with a qualified buyer or not. And that’s what the following rebuttals allow you to do.

As with any brush off, objection or stall, though, this one is easy to handle if you just take the time to learn some proven responses to it, and then use them with confidence when you get it. To help you deal with this brush off more effectively, I urge you to pick any of the responses below that best suits your style, product and service. Feel free to change them slightly so they are most comfortable for you to use, and then practice them each and every time you get this objection. Here they are:

“I’m too busy to talk right now”

Response One:

“I completely understand, and I know what it’s like to be interrupted. Tell you what: Before I schedule a call back with you – let’s take just a moment now to make sure this is something that’s even worth it for me to call you back on.

Quick question: How open are you to considering a new vendor to handle your (product or service), if you found you could realistically save your already limited time and money?”

OR

“Quick question: We supply/have a solution for/provide (your product or service), and the clients who schedule a 10 minute call with us are really happy they learned about it. I’m willing to call you back later today or even tomorrow morning, but first – what would you say your level of interest would be in making a move to a more efficient way of (doing what your product or service does)?”

Response Two:

“I’m with you, and let’s face it – we’re all too busy until we hear about something that can really benefit us. Let me tell you in a nutshell how this can help you, and then if you’d like to know more, we can schedule a time that’s better later – fair enough?”

[If yes, then briefly give a description and use a qualifying tie-down question.]

Response Three:

“Got it and I won’t keep you. Quick question: Are you the right person to speak with in regards to (your product or service)?”

[If yes]

“Great, then before I schedule a time to get back with you, let me just ask you two quick things:

Number one, if you found that you could increase (list a benefit or two), and reduce your (again, list a benefit or two), how open would you be to viewing a demo on it?”

And two, if you decided this was worthy enough to seriously consider, who, besides yourself, would weigh in on making that decision?”

“Great, then let’s go ahead and schedule that. I’ve got two times tomorrow…”

Response Four:

“Wow, you do sound busy! No worries – I can either call you back in 20 minutes, or we can spend just two minutes now to see if this is a fit for you – if not, then I won’t have to bother you again. How does that sound?”

OR

“Yes, you do sound busy. O.K., would you like me to call you back in an hour or later this afternoon?”

OR

“O.K., no problem. Let me see….Well, I could call you back this afternoon or we could set up a brief 5 minute call tomorrow morning – which works best for you?”

Response Five:

“Hey, I know what it’s like to be busy – but the last thing I want to do is schedule a call back if you’re really not interested in what I’ve got. Let’s do this: I’ll ask you just a quick question or two and if there’s some interest on your end, then we’ll schedule some time later – fair enough?

[If yes]

“Great. _________, are you open to purchasing/investing/learning about a new way to handle your (your product) if you were convinced it would save you time/make your job easier/be better at…?”
OR

“Quickly, what would your timeline be for (changing/investing/trying) a new service for your (what your product or service does) if you found you could dramatically increase/save, etc.?”

Once again, remember that your job is to earn the right to ask a few qualifying questions to see if your prospect is even worth putting on your call back list. And by using the scripts above, you’ll be able to do just that.

How to Handle: “I haven’t looked at the information yet.”

by mike

Of all the objections sales reps get when they call a prospect back to close them, this is perhaps one of the most frustrating – and the reason is because it’s usually caused by the sales rep! Here’s what happens: Sales reps send an email or brochure or link about their information out to a prospect, and when they call back, they invariably open the conversation with:

“Hi, I’m just calling to see if you received the information I sent out to you?”

OR worse:

“Hi, just following up on the information I sent to you – ah, did you have a chance to go through it yet?”

What do you think the prospect will say? Nine times out of ten the prospect will give you the stall: “I haven’t looked at it yet…” And then the sales rep is stuck and usually ends the call trying to schedule a time to get back with them…and you can imagine how this goes.

So, the first tip is to STOP asking IF the prospect has received/read/gone through the information, and instead open your calls with this assumptive opening:

“Hi this is _______ _________ with __________ calling about the information on our lead production process you wanted me to send to you. Now I’m sure you’ve gone through it a bit and probably have some questions for me. What stood out to you the most?”

And then hit your mute button and begin listening to what they say, and how they say it.

If at that time you get the stall that they haven’t gone through it yet, no problem! Just use any of the responses below to counter and move past this objection:

“I haven’t looked at the information yet.”

Response One:

“That’s fine, in fact we can go over it together, and this way I’ll be able to answer any questions that come up for you. Can you open that email up for me? I’ll be glad to hold while you do….

Response Two:

“That’s O.K., I know you’re busy, and it’s actually a good thing you haven’t looked at it yet. This way, while I’m on the phone with you, we can go through it together, and I can answer any questions that come up. Do you happen to have it in front of you?
Then use any of the following open ended questions to engage the prospect:

“By the way, how are you currently handling your lead flow right now?”

OR

“You mentioned that you have compared these kinds of services before – what have you particularly been looking for in a new provider?”

Response Three:

“I understand and that’s O.K. Let’s do this: let’s spend just a few minutes together right now and I can direct you to a few points that might have particular interest to you. Go ahead and open that email/brochure up…”

Response Four:

“It sounds like you’re as busy as me! No problem, though, here’s what we can do: while I have you on the phone, let me point a couple of things out to you so that later when you have more time to go through it, you’ll know what to look for. Can you open that email briefly for me?”

Response Five:

“That’s O.K.; I know how busy you are. If you have just a minute now, I’ll be happy to quickly point out some of the points that would appeal to you most. That will save you time later when you go through it. Do you have that handy?”

Response Six:

“I’m sorry you didn’t get it; it probably got stuck in your spam filter. Tell you what, I’ll just go ahead and resend that right now…..O.K., it’s on the way to you. Tell me when you see it pop up….”

Response Seven:

“I’ll go ahead and send the brochure again, and while it’s on the way to you, let me just ask you:

“How motivated are you and your department to make a change in the way you handle…?”

OR

“And if you do like the program, besides yourself, who else would have to weigh in on this decision?”

And any other re-qualification questions.

Response Eight:

“I completely understand and how about this: Go ahead and open that email up, and I’ll just briefly point out two things that will give you a framework for when you have time to go through it. Do you still have it in your inbox?”

Response Nine:

“Hey I get that all the time, so no worries. If you have just a few minutes now, I’d be happy to point a few things out – can you open that email briefly for me?”

Response Ten:

“I completely understand and let’s schedule a time when we can go over that together – how does later today or tomorrow morning look for you?”

As you can see, the best way to deal with the “I haven’t had time to look at the information yet” objection is by not causing it to begin with! After that, if you do get this annoying stall, it’s easy to sidestep it – if you know how. And now you do!