OTS2.12. Handling Objections with Finesse and Grace

Prerequisites

  • M1L4: Be Authentic and Earn Respect
  • M1L5: Getting Over the Word “No”

Objectives

  • Identify the most common objections you hear, and develop a plan to handle them.

Agenda

  • Two types of objections
  • Handling Objections
  • The Objections Laboratory
  • Turn negatives into positives and vice versa
  • The right mindset
  • Handling objections up front
  • Asking questions to get at the root concern
  • Authenticity and earning respect when it comes to handling objections
  • Exercise

Two types of objections

  • Legitimate objections and concerns that the prospect has.
  • Voiced as objections, but are really requests for reassurance.

Handling Objections Examples

Your top ten objections

  • Write down your top ten most common objections and determine the best way to handle each.

The Objection Laboratory

  • A document that records new objections from prospect and the most effective response.
  • Make writing down new objections a habit.

Turn negatives into positives and vice versa

One excellent tactic for handling certain objections is to follow these two rules:

  • Turn negatives about you or your products and services into positives.
  • Turn positives about any competition into negatives.

The right mindset

  • One of the biggest mistakes salespeople can make with prospects is getting impatient with prospects when they raise objections.
  • Even if the prospect raises an objection many times, stay calm and patient.
  • Remember that people buy from people they want to work with.

Handling objections up front

  • One of the smartest things a salesperson can do is raise objections right up front.
  • That way, you instantly qualify your prospect and don’t waste each other’s time.

Asking questions to get at the root concern

  • Before answering an objection, be very careful that you don’t make faulty assumptions or attempt to guess the prospect’s intentions and thought process.
  • Get to the root concern by asking a question or two.

Authenticity and earning respect while working with objections

  • As a salesperson, you have every right to raise your own objections.
  • Be polite, and also be authentic, open and honest, and worthy of respect.
OTS2.12 Form

1. Write down your top ten objections and how would you respond to them

Objection Laboratory

Get the help of a trusted friend to role play with you as the prospect.  Ensure your friend is fitting to play the role as the prospect of the market that you are targeting. Have your friend to role play the typical objections mentioned below.

Use the “How to handle” answers as guidelines only. You should come up with your own way to handle each objection. Alternatively if you have completed your objection laboratory, practice using them instead:

 

  • Objection: Your prices are too high.
  • How to Handle: “Yes, I told you when we first started that prices are at the high end of the market, and you said that this was okay?” (Silence while the prospect responds or doesn’t; he may just be making a comment and not raising an objection).

 

  • Objection: I can’t pay this amount of money.
  • How to Handle: Well, we could reduce scope. Let’s list all of the challenges that you shared with me that you are facing, and let’s rank them. Help me understand which of these issues you want to handle now, and which can wait or aren’t priorities.

 

  • Objection: Your competitors offer more choices.
  • How to Handle: Which is more important to you – lots of choices, or a few choices that are proven to work?

 

  • Objection: I’m concerned because your program isn’t certified by XYZ organization.
  • How to Handle: “May I ask what value XYZ organization offers when you want to put our program to use to get results?”
  • Or similarly, “Would you like to know why we chose not to work with XYZ organization?”

 

  • Objection: I want to do this, but not for another month or two. I’m too busy now.
  • How to Handle: “My experience is that someone who says they are too busy is always going to be too busy. I think you are never going to get the benefits of this program.
  • One thing you can do is sign up now and we can guarantee a space when you want to get started. Our program is growing fast, and we are about to start a waiting list. If you need just the right window when you have the time, you might miss out if you don’t reserve space now.”

 

  • Objection: I won’t sign up unless you let me look at all of your materials first, and test-drive them for free. If I like them, I’ll buy.
  • How to Handle: Yeah, I’m sorry, but we are not a lending library. We deliver what we promise, or we refund your money. But I’m sure you understand how valuable our content is. We can’t just give it to you for free.

 

  • Objection: Your competitors offer a money-back guarantee, no questions asked.
  • How to Handle: Well, we don’t, because we want you to have “skin in the game” when you sign up for our program. If you are not committed, you won’t get results. At the same time, we offer exactly what we promise in our marketing materials and if you don’t get exactly what we promise, we will make it right or refund your money immediately.

 

  • Objection: Will this program work in Australia?
  • How to Handle: Yes, we have members in Australia who rave about the program.

 

  • Objection: How do I know I will be successful with this program and make more money from it?
  • How to Handle: I don’t know you, and so I can’t say for sure. However, I do know that people who follow our marketing system and make marketing their top priority succeed. Are you willing to do that?

 

  • Objection: What if I need to stop in the middle of the program? Can I get a refund?
  • How to Handle: No, but we can just pause the program for you and you can re-start at any time you wish.

 

  • Objection: You seem young and inexperienced.
  • How to Handle: I am relatively young, but I am an expert in what I do. At the same time, my clients tell me they appreciate my energy, enthusiasm, and new way of looking at things. They also appreciate my knowledge of online marketing and social media. Was it essential to you to have someone older?

At the end of the role play, ask your friend how you went and if there is anything that can be improved.