Here are some more objections and rebuttals to consider…..
I’M NOT INTERESTED/WE DON’T NEED IT/OR USE IT
Is there any particular reason? (Never ask: Why not? This puts the prospect on the
defense). Can I ask what/who you’re currently using?
NOT MY JOB/I DON’T HANDLE THAT FOR THE COMPANY
I’m sorry is there someone else that I should be speaking with?
SEND ME SOME LITERATURE
Actually we sent some out to you a few months ago and while
I can put additional info in the mail to you, it doesn’t really go into great detail about
who we are and what our firm can help. But what I’d like to do is …. (go back to objective, i.e. appointment, sale etc.).
Example: What I’d like to do is meet with you for a few minutes to tell you more about, and find out more about how we might be able to help. I can also bring some info with me at that time.
I DON’T HAVE TIME TO MEET WITH YOU NOW
This is the time to probe. While this is a large part of getting to the root of the problem there are some other points to consider. Here are some basic steps to handling an objection gracefully and effectively. They are:
Ã? Sales message- Be sure that when you are giving your presentation you’re clear about who you are and what you can do for the prospect.
Ã? Listen carefully-In the conversation with the prospect you will usually hear exactly what they are trying to tell you, even if they are being particularly evasive.
Ã? Confirm your understanding of the objection-After you have heard the object, be sure to repeat it back to them in your own words. Ex: So what you’re telling me is that you are basically happy with your broker but you are still thinking of accepting proposals this year. Is that correct? Is there any particular reason that you are getting quotes?
Ã? Probe, Probe, Probe, Probe-I can’t say this enough times. If you don’t create the need or understand the problem then you won’t be able to solve it
Ã? Answer the objection directly-You don’t win any points (or new accounts) by being evasive with the prospect. After all you contacted him/her so it’s in your best interest to be direct and up front about who you are and what you can do for the prospect.
Ã? Stress a benefit-Get the message across that you can do it faster better, and cheaper
Ã? Get an agreement to your benefits-In other words, ask the prospect; Is this price along the lines of what you were thinking of paying for this service?
Ã? Find out what matters to the prospect- Is it price or quality, service or selection. It’s a good idea to ask the prospect what would make him/her become a new client.
Objections are a way of life. Expect objections to your solicitations.
Handling objections correctly is imperative to getting to the root of the problem and thus generating a new lead or client.
This is an except from my book “Telemarketing Success for Small and Mid-sized Firms” available at http://stores.ebay.com/telemarketing-success or via e: mail at email@example.com or phone 415-267-4872
Tony Wilkins is the owner of Telemarketing Consulting Services and author of "Telemarketing Success for Small and Mid-sized Firms´ available in most bookstores and online at www.amazon.com and www.xlibris.com you may also find out about his workshops and services at http://stores.ebay.com/telemarketing-success or via e: mail at firstname.lastname@example.org or phone 415-267-4872 .If you´d like to be notified of a new posting for this column, please contact Tony Wilkins at email@example.com