Handling objections on sales calls.
That’s what we’re going to talk about on today’s episode of Uncensored Sales TV. I am your host Ryann Dowdy sales coach. I help high achieving women leave their 9-5 and build six figure businesses by mastering their sales conversations and their mindset.
And today we’re going to talk about sales objections.
How do we overcome those objections?
- I need to think about it.
- I can’t afford it.
- I’m not sure.
- I’m shopping around.
- All the different things that we hear during sales conversations.
How do we handle those gracefully without trying to strong arm or muscle people in to making decisions?
Handling objections starts during the discovery process of the sales conversation.
Because the only way that I am able to successfully handle objections is if I have enough information to do so, right? This is why I strongly encourage discovery calls, consult sales calls when you’re brand new to business. So you can have a conversation, right?
Because if you’re not having a conversation, if you’re not learning enough about the ideal client, the problem that they have, why it’s important for them to fix that problem, you’re always going to have a hard time overcoming objection without sounding like you’re trying to convince or talk them into your services, which we know that you do not want to do.
Overcoming objections actually starts at the beginning of the sales conversation of having a productive sales conversation.
So, you want know exactly the problem that this person has, you want to know their goals and you wat to know why this is important to them.
Because once you have that information that you are able to overcome objections in a much more in conversational way. Where you’re able to ask questions and use the information that you’ve already learned about them to have a productive conversation. Okay.
So what does that sound?
As soon as you get an objection…
Hey, I understand, right?
Because what they think is going to happen based on prior sales experience, is you’re going to try to jump down their throat, you’re going to try to talk them into it. You’re going to try to tell them all the reasons why they don’t need to think about it.
And so the first thing I want to do is throw in a pattern interrupt right than, Hey, I get right. I understand. It feels like you need more time to make this decision
Now that know that I’m not going to try to talk them into something. Now I can ask a question and I always like to ask for permission again, because I don’t want them to think that I’m trying to talk them into something.
Ask a question like…
Do you see how, whatever your solution is, is going to help you solve whatever problem that they told you that they have. Right. And do you see how this solution solves your problem?
Because I need to know where is the detach, right? Like where are they not sold? Where are they not bought in? What more information do they need? What’s going on here? Right.
I often find that objections are just fear, right?
Like I’m not certain that I’m going to get the result. Right. And so I want to know where is the uncertainty coming from? Is the uncertainty coming from you? You’re afraid that you’re not going to get the results or is the uncertainty about me? You’re not sure I’m the right person to get you the result that you want.
So, the first thing I’m trying to do is isolate that in the conversation, right? I want to isolate that in the conversation by asking, do you see how this solution is going to get you the result that you want?
Because now that I have that piece of information, I know what question to ask next.
Notice, all I’m doing is asking questions. I’m not trying to talk anybody into it. Right. I’m using the information that they gave me in the discovery to ask questions. Because when they say, yes, I do see how this solution is the right solution.
You know, I just need some time to think about it. Okay, great.
You told me in our earlier conversation that it was really important for you to solve this problem because of ABC X, Y, Z. Right? Is that still true? So let’s talk about it.
You said you wanted to solve this problem, where is the disconnect?
And then you’re able to ask that question very specifically.
You’re not telling them here’s your disconnect. And here’s why, and here’s all the reasons why you need it for me.
You’re saying, where’s the disconnect because this is going to get you the results you want. And you told me that you have this problem, and this is why you told me it’s important to you. So where is the disconnect and ask moving forward together, right?
And when you’re asking questions, then they’re selling themselves. They’re the ones talking, they’re the ones explaining what’s going on. Right. And so instead of you being like, let me tell you why you need to take action, right this second (because that never elicits any positive emotion or any kind of certainty)… I want them to tell me, what are you waiting?
If you’re confident that this solution can get to the result of what, why are you waiting?
Right. So that’s the first thing. If they say, you know, I’m not 100% sure that this solution is going to solve all of my problems that I told you that I had now, I need to ask a different set of questions. What are you unsure about?
Do not tell them why they should be sure… ask they WHY they are unsure.
I want them to tell me in their words, and then I’m going to go back to what I learned in the discovery call and say, okay, well, you know, in our earlier conversation, you said ABC XYZ.
I’m just using the information that I’ve already gathered earlier on in the sales conversation to help them get to that point.
You’re not going to be everybody’s cup of tea.
I want to tell you, I’m teaching you right now, how to overcome objections, but not everybody’s going to be a yes.
So sales conversations are knowing that’s okay, nothing has gone wrong. You’re not broken. It’s not you it’s or your offer or your pricing.
Not everyone is going to be a yes. Okay. I want you to just be okay with that right now.
So if they’re like, Hey, I’m not sure this is the right solution for me. – that happens, right?
They may say they don’t think your solution is the right solution for them. And that’s okay. Your solution is not for everyone. It’s your job as a business owner to say Hey, listen, you know what, based on what you just shared with me, maybe this isn’t the best solution for you.
That is the best way to gain trust with a new client is to tell them or your potential clients.
The best way to get referrals and recommendations is to tell them, you know what, maybe this is not the best fit for you.
Like that will instantly gain credibility because it’s not very often their sales person says, Hey, you know what, maybe you’re right. But it’s a great way to build a relationship and get them to refer you to other people.
The first thing we do when we get the objection is, we empathize.
We ask for permission to ask questions.
Then we ask them if they see how this solution is going to get you the results they wanted.
It is important to understand why it’s so important to do such a good discovery is such good conversation. So you can help them determine from their information from there for what they want to accomplish, why they should or should not move forward.
See you soon!