Tuesday, 2 March 2010

The Three Times to Handle an Objection

Most sales reps hate getting objections. When they get them, their hands start to sweat, their heart takes the elevator down into the pit of the stomachs, and they start wishing they had gotten that graduate degree and avoided sales altogether.

This is how most sales reps react when they get objections, but not the top producers. Top producers view and react to objections very differently. To start with, because top producers thoroughly qualify their prospects up front they generally uncover and deal with many objections during the qualifying stage. Objections like, "I'll have to show this to my partner," and others are already known and dealt with.

In addition, top producers have taken the time, long in advance, of scripting out two or three different rebuttals to the objections they get, so when they do get them, they know exactly what to say to overcome them. In other words, they are rarely caught off guard, because they know what to say to deal with them.

Third, because top producers know what the objections or stalls are likely to be in advance, and since they are prepared for them with solid scripts and techniques to overcome them, they are able to take advantage of the timing of "when" to handle an objection. Unlike most sales reps who feel they have to handle an objection the moment they get one (and hence instantly lose control of the call), top producers realize that they have three options as to when to handle an objection. They are:

1) When it comes up. Again, because top producers know what to say and how to effectively deal with objections, they have the choice of handling the objection when it comes up or of postponing it for later.

The first choice may be to handle the objection when it comes up. This is usually good if the prospect is rejecting a product or service at the beginning of the pitch because they haven't been through all the details (features and benefits) of the pitch yet.

The way to handle this is to use a script, of course. But the key is to handle the objection and then move back into the pitch. An example would be if a prospect objects to the price at the beginning. It might go like this:

Prospect: "This is out of our budget - the price is just too high." (Or any other objection.)

Rep: "You know, it might seem that way now, but the price actually breaks down to about $2.00 per (lead, incident, etc.), and when you look at it that way, it becomes very affordable - especially when you see how much time and effort it saves you. Let me just show you a couple of things... "

In this example, the rep answered the objection but instead of checking in with the prospect to see how the close landed, they instead kept control of the call by continuing on with the pitch.

2) The second option to handling an objection is to postpone it till the end of the pitch. This is ideal if the prospect seems willing to keep listening but is stuck on an issue or two. The important thing is to acknowledge that you heard the objection and promise to handle that at the end. It goes like this:

Prospect: "This is out of our budget... ," (Or any other objection.)

Rep: "I can understand that but let's do this. Before you make any decision on this, let's talk about all the things this can do for you first, and then you'll be in a much better position to decide if this is worth it for you. I even have some payment options that might make the decision easier for you as well.

But first, let me show you this... "

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