I love this subject! The number of entrepreneurs and professional sales people who think that an objection means that a prospect does not want to buy is amazing.
Look at this. Here is part of a simple imaginery conversation:
Salesperson, "We have this one in blue."
Customer, "I'm not sure whether that one's too big."
At this point, the salesperson can either (a) worry that the conversation might not result in a sale, or (b) realise that what is actually happening is that the customer is saying: I might want to buy this if it's the right size.
So: Objections are often signs that someone wants to buy!
But not always! If somebody keeps putting up objections, and particulary if they become weaker or provide an excuse to leave the situation, they are a clear sign of disinterest. This is good too - believe it or not.
At this point you can directly ask the customer why it is not for them. You may only get another 'excuse' but you might get a surprise - you certainly have nothing to lose. If they continue to back off then at least you waste no further time with them.
Our conversation could continue as follows. I have highlighted the salesperson's direct question which gains her additional information which gets the sale back on track:
Salesperson,"We have this one in blue."
Customer, "I'm not sure whether that one's too big."
Salesperson, "Shall we measure it?"
Customer, "I don't know the dimentions it needs to be."
Salesperson, "It does have a lot of adjustment."
Customer, "I might still want to go and measure up first."
Salesperson, "Is it just the size or is it not the one for you?"
Customer, "Well, I'm not sure it's soft enough."
Salesperson, "I have a softer one right here. If you bought this one and the
size was wrong I'll happily exchange it for you."
Price objections
Price objections during the sales presentations are the most often confused by salespeople at any level. They are almost always somebody's way of saying they want to buy something. Think about it. You're in a shop and you see a TV that you like. You start to talk with a salesperson who asks what you think. You agree it is very nice but too expensive.
Unless it is massively away from what you can afford, what do you actually mean? Sure you might think you mean it is more than you had intended to spend but why were you looking at it so intently? You want it!
A clued up salesperson who does a particularly good demonstration at this point, reaffirming the value the set represents or hinting at the qudos that will come with its ownership, is still likely to win a sale.
Top Sales Tip
Seek objections as they are clues to the mindset of your customer. Work on them and, once you feel your customer is satisfied, either close the issue and consolidate or close the sale completely if appropriate.
Objections are good!
Look at this. Here is part of a simple imaginery conversation:
Salesperson, "We have this one in blue."
Customer, "I'm not sure whether that one's too big."
At this point, the salesperson can either (a) worry that the conversation might not result in a sale, or (b) realise that what is actually happening is that the customer is saying: I might want to buy this if it's the right size.
So: Objections are often signs that someone wants to buy!
But not always! If somebody keeps putting up objections, and particulary if they become weaker or provide an excuse to leave the situation, they are a clear sign of disinterest. This is good too - believe it or not.
At this point you can directly ask the customer why it is not for them. You may only get another 'excuse' but you might get a surprise - you certainly have nothing to lose. If they continue to back off then at least you waste no further time with them.
Our conversation could continue as follows. I have highlighted the salesperson's direct question which gains her additional information which gets the sale back on track:
Salesperson,"We have this one in blue."
Customer, "I'm not sure whether that one's too big."
Salesperson, "Shall we measure it?"
Customer, "I don't know the dimentions it needs to be."
Salesperson, "It does have a lot of adjustment."
Customer, "I might still want to go and measure up first."
Salesperson, "Is it just the size or is it not the one for you?"
Customer, "Well, I'm not sure it's soft enough."
Salesperson, "I have a softer one right here. If you bought this one and the
size was wrong I'll happily exchange it for you."
Price objections
Price objections during the sales presentations are the most often confused by salespeople at any level. They are almost always somebody's way of saying they want to buy something. Think about it. You're in a shop and you see a TV that you like. You start to talk with a salesperson who asks what you think. You agree it is very nice but too expensive.
Unless it is massively away from what you can afford, what do you actually mean? Sure you might think you mean it is more than you had intended to spend but why were you looking at it so intently? You want it!
A clued up salesperson who does a particularly good demonstration at this point, reaffirming the value the set represents or hinting at the qudos that will come with its ownership, is still likely to win a sale.
Top Sales Tip
Seek objections as they are clues to the mindset of your customer. Work on them and, once you feel your customer is satisfied, either close the issue and consolidate or close the sale completely if appropriate.
Objections are good!
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Who Are You?
What Do You Do?
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