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Handling Objections
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| After training thousands of inside sales professionals ad managers, we’ve come up with the TeleSmart 10 - Sales Booster Series for generating revenue by phone and email. Our sales methodology has 10 essential skills for telephone effectiveness that actually work. In our efforts for providing continuous training each month, this month we’ll be delving into Handling Objections, one of the most feared skills in sales. |
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This is always the time of year where big changes are coming
down. Not just within your organization but with your
customers and prospects. It’s very convenient to postpone
major purchasing decisions and some of you may already be
hearing “call me back at the beginning of next year” from
some of your prospects. Hold on- don’t get the holiday
decorations out yet, there’s still work to be done.
Understanding how to manage objections is the most
informative part of selling – it’s when you get a response
that can lead you to better understand what you need to do
in the sales process. Let’s anticipate objections and once
you receive them, have a good set of come back phrases or
rebuttals that help you handle it and manage your sell.
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“What do you mean by anticipating objections and what’s the difference between that and fear of rejection?”
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When you count the number of outbound calls we make per day/week, we risk being rejected 99% of the time. A good salesperson anticipates objections and works at preventing them from coming up. However, a salesperson who lacks the self-awareness of their skill level may actually contribute to creating the objections they receive. The phone is a transparent tool. The objections we usually fear most are the ones we end up creating when we are on the phone. We must always look inward if we want to prevent objections and understand what our role is in creating objections. |
“What are some of the most common objections?"
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Objections haven’t changed in 30 years, they still fall under the same 5 main categories which include:
1. Need
2. Relationship
3. Authority
4. Product/Solution
5. Price
Take some time to diagnose the top objections you receive and determine what category it falls into which will in turn provide you with insight on where you’re at in the sale cycle. For example, the “Need” category of objections which includes, “no time, “no interest, too busy” usually falls in the beginning of the sales cycle and the “Authority” category may fall more in the middle of the sales cycle which may include, “no authority, no power, have to check it out with the boss.
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“What are some comeback phrases I can use when someone has no time to talk?”
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There are lots of things you can come back with, here’s a sampling:
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I understand things are hectic for you. When is the best time to get in touch with you, and what should I be prepared to discuss at that time?
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I know that you are very busy. What is your recommendation to me in getting in touch with you?
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I appreciate your time constraints. Could I confirm that you are the right person I should be speaking with? If not, could you share with me who might be?
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If now’s not a good time, when would be a more convenient time for you?
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Is there a better time? What should I be ready to discuss with you?
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Why don’t we schedule a call at ____ on _____ so we can focus on your security objectives? |
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| “All I get are price objections, our product offerings are just too expensive?” |
Studies show that customers don’t always buy based on price–as a matter
of fact, very few tend to be price-driven if they understand the value your product/service can bring. Price is however is legitimate objection and tips and strategies for preventing price objections include:
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Qualify price versus ownership
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Determine if this is actually a strong prospect who has potential
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Spend more time creating value and less time talking about budget
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Call at the highest level and learn their purchasing criteria |
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“What rules or guidelines do you recommend for handling objections?”
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We recommend TeleSmart’s 8-step model for Handling Objections. This model helps you clarify the objections and make sure it’s the true objection. It includes:
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Create a safe conversation that encourages and anticipates potential objections
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Once you review the objection, listen to the entire objection
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Ask lots of precision questions to make sure you get to the real objection
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Clarify to understand the objection by rephrasing or paraphrasing it
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Gain confirmation and agreement from your prospect
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Remember to not get defensive and over react
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Try not to move into solutions mode too quickly
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Keep asking more questions |
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| Does your inside sales training consist of “smile and dial” techniques that fail to generate consistent revenues? Has your team participated in field sales training only to find that it didn’t translate into a 7 second phone call or email which must carry impact?
TeleSmart provides one complete solution for inbound and outbound call centers at both the manager and team level. Whether you are calling on installed base, complex enterprise or transactional business, our TeleSmart 10 methodology applies for all. Our 2006 service offerings include:
• Team Training on the TeleSmart 10 Methodology
• Managers Excellence Coaching
• Call Recording and Skill Awareness
• Q1 Sales Conference Speaking
• Train the Trainer on the TeleSmart 10 Certification
Contact TeleSmart Communications at 415-759-6537, or
send an email at getsmart@tele-smart.com
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