Objections, one of the most feared ‘maybe it will or maybe it won’t’ points of sales conversations.
Why? Sellers tell me:
- Because the objection may be the end of our sales opportunity.
- It seems like a personal attack.
- There’s uncertainty about how to really ‘handle’ it. (Don’t get me started on the fact that NO one wants to be handled or overcome).
Now think about the buyer… what do they fear when they share an objection?
- They won’t be taken seriously.
- The hard sales tactics will surface (fight reaction).
- You will ignore them (flight reaction).
- There really isn’t anything that can be done about their viable concern or objection and they won’t be able to buy your solution.
A collaborative selling approach removes these fears on both sides of the proverbial sales table. As a collaborative sales professional, the Stop, Drop, and Roll response is extremely effective when faced with objections as I’ve explained in previous articles. It ensures that you engage your mind, before your mouth.
Yet what should you avoid when you do engage your mouth?
While there are not many ‘absolutes’ when working with people, there are 3 big NOs that will damage your opportunity to work through the objection.
When you are answering an objection, do not start with:
1. No, because…
2. That’s not something we can do.
3. I can’t…
Looks pretty obvious doesn’t it? These phrases immediately shut down the conversation and options. Even if the answer is ‘not a chance,’ you can keep the door open by starting with:
1. Yes, if…
2. I’d like to understand more about your request, I have a few more questions before I can identify if there is an option…
These statement starters end the fear for both the seller and buyer. More importantly, they give the buyer hope, which leaves them open to listening and collaborating with you.
Your turn! What are some other big no’s when responding to an objection? Leave a comment for a chance to win a signed copy of Conversations That Sell.