Often, in the selling process, we encounter an objection that, while it may be very legitimate, is not the true reason for the prospect’s hesitation. This might happen because the prospect is too polite to share their real reason and doesn’t want to hurt our feelings (even though we’d rather they did) or, he or she simply might not be aware of what their true reason is.
When you suspect either of the above, you must be able to isolate their true objection, otherwise you won’t make the sale, and your prospect won’t get to enjoy the benefits your product or service can provide them. And, just as importantly, you must be able to do this tactfully and non-manipulatively so as not to cause their feeling defensive.
In this instance, simply ask the following question: “Mr./Ms. Prospect, in addition to {their stated objection} is there anything else that would keep you from going ahead and taking ownership?”
Upon thinking about it, they might say “No, that’s it.” If that’s the case, then, if you can answer their objection to their satisfaction and alleviate their concern, you’ll have the sale.
What they’ll probably say is, “Well, I’m also concerned with the fact that . . . {their true objection}. Now, very gently determine if “that” is their true objection. When they say “Yes” now you’re in a position to answer it, make the sale, and have everyone come out a winner.
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Thanks Bob. It is true that most people don’t give out the true objections. I have also found that sometimes, potential clients will not give out the true reason because they are afraid that you will overcome that. How do you go about uncovering that so that you can help them?
Hi Sandrine,
Excellent point. Indeed, that is also a reason they might resist providing you with the true objection. While you would need to uncover the true objection the same way as you would the others, success now becomes very dependent upon the “know, like and trust” feelings they have toward you (that you have earned via building rapport throughout the visit). The more trust, the more honest they’ll know they can be without repercussion.
This is why I’ve said before that “‘Closing the sale’ is much easier if first you focused on “Opening the relationship.'” In other words, if you’ve been able to build such a strong rapport with your prospects that they feel safe with you; safe enough to be totally truthful, you’ll be in a much better position to help them.
Bob,
Great strategy. I’ve actually forwarded this blog to one of our customer care reps. We’ll give it a go and report back.
best,
Chris O.
Referral Key
“Your Trusted Referral Network”
Excellent, Chris! – Bob
So simple, but so effective.
You’re absolutely right there. As I read what you said I realised exactly how it would work.
Nice.
~ Paul
Thank you, Paul. Always enjoy that kind of encouraging feedback. Thank you! – Bob
Bob, how did you get so smart?! Seriously… I can’t stand it!
But I’ll try ; ) LOL
Bob,
My favorite thing to say at the end of a presentation when the potential customer doesn’t immediately say “yes” is…. “What are you thinking”.
It is an open and honest question, that allows them to share with me what their thought process is.
It is a great (non-threatening) way to get inside of their head!
Hi Danita, yes, so long as said with kindness and tact it will generally move you closer to determining their true objection. The only thing I would perhaps “question about your question” 🙂 is wondering if it is specific enough for them to be able to state their true objection IF it’s not already clear to them. Of course, if it consistently works for you when you do that…then that is the answer. Thank you for joining our discussion. it was so great to finally meet you a couple weeks ago in Denver!
Awww, thank you, Ms. Deb! That was very sweet of you to say! 😉