USE THE RIGHT GLASSES… there was an unfortunate story in the news recently about a gift being unused that started out with all the right intentions. A group of schoolchildren had collected a significant amount of money and purchased eyeglasses to be sent to a third world country. Several months later it was learned that a high percentage of the eyeglasses were sitting unused in boxes somewhere in northern Africa. Why?…simply because the eyeglasses sitting dormant were the wrong focus. They were basically unusable. What a shame. Similar situations can easily occur in everyone’s life.
Objection handling in sales often falls into the same scenario. The Prospect presents an objection that in their own mind prevents them from making a buying decision. It is the job of the Salesperson to provide an answer that will benefit the Prospect. Sometimes the objection handler offered does not solve the problem. Sometimes the solution the Salesperson offers is not accepted. Why?… It’s the same as the eyeglasses… it is not the right focus for the Prospect. What the Salesperson offered did not do the job. Here’s some examples of multiple answers you could use…
Here is your ACTION STEP…sometimes no matter what you say initially will be rejected. This is why every Salesperson needs to have two or three objection handlers for each common objection they receive. Here’s an example of three very effective answers for the same objection:
Objection: “Before you come over, I’d like to know… what’s your commission?”
Response #1. Mr./Mrs. Seller, that’s a great question. Just so you understand, I haven’t even seen your home yet and that’s the first thing we will talk about when I see you tomorrow night at 7 PM. I will cover everything at that time but just so you’re comfortable, I assure you… you will be very satisfied before I ask you sign to the agreement, fair enough?
Response #2. Thank you for asking Mr./Mrs. Seller… while I understand that you need to know the answer to that, at the same time isn’t the most important question… “How much am I going to net on the sale of my property?”
Let’s discuss that tonight and we will factor the commission in… along with everything else we talk about when we create our strategy to get your home sold for top dollar, fair enough?
Response #3. My commission is anywhere from 0 to 7%. What we decide on will be based on how we price your home and what selling strategies we decide to use. I’ll cover all of that when I see you tonight at 7 PM, okay?
(Above responses taken from the “All the Right Words” CD package)
Every Salesperson has their favorite objection handlers. They are usually their favorites because… they work! (the eyeglasses are the right focus for their customer). In case the favorite does not work then you need to have two or three backups (they need different eyeglasses). Just make sure you are prepared with a variety of responses. Remember that an objection is simply a question in the mind of the Customer that remains unanswered. Your job is to answer their question. You will do that by making sure you have more than one response. Don’t end up with all your eyeglasses in a box somewhere. Make sure you have lots of alternatives for your Customers. Help them “see the light”. NO Excuses.