Objection Handling
Transcript
Hey guys, how are you doing? I wanted to talk to you about objections today. I get asked an awful lot about objection handling, how do I handle this? How do I handle that?
The reality is nobody wants to feel like they’re being handled during a call. They want to know that their questions are being taken seriously, their fears, their concerns, their doubts, the way things are presented to us are very often in the, you know, I want to think about it I can’t afford it. I need to go and speak to somebody else. I need to go and contemplate life and the universe before I make a decision, a lot of these are stalling or delaying tactics. They’re not sure now the reality is you can preempt an awful lot of things that come up as objections, way, way earlier in the call, completely conversationally.
The problem is people just keep it surface level. They just go through scripts. They don’t gather all the information. They don’t give themselves a chance to address certain things. Like, you know, whether somebody has a business partner, whether it’s somebody who’s got a life partner, whether that person is going to be involved in the decision to move forward or not move forward. What else is going on? Has that person recently lost their job? Have they been impacted by global economic downturns and similar, you know, you have some, so many opportunities to get to the stuff and very often it isn’t covered off. And then you get hit with these things that you call objections at the end. And sometimes you have to ask yourself, well, who’s fault is it because actually most of the time it’s ours. You know, if somebody wants to think about something, is that because we haven’t really connected with their problem, we haven’t really connected with or brought out their aspirations and their goals.
Have we been completely clear in what we’ve attempted to articulate? Have we spoken too much and given them so much information that they’re struggling to digest it and guess what they then want to go and think about it? Is this how somebody just regularly operates? Do they like to take a step back and take 24 hours and come back? Or is it just an excuse to get off the phone? Because they’re not sold the answer to all this lies completely with us every single time. Okay. Now you can stay on the phone or on zoom talking to people, trying to handle, and get round objections really late in the day. You can, you can do it for an hour or more if you really want to is completely energy draining. Often counterproductive. My advice to you is spend way more time in the upfront portion of the call, getting the information you want and understanding what’s really going on, getting deep in terms of your questioning, the situation, the problems, the challenges, the impacts, the goals, aspirations, how committed they are to achieving those.
What’s the impact of not achieving those. And you’ll find that if you’ve really understood this and that your prospective client has really understood this, because sometimes they’re saying things for the first time, if they’ve really understood it and they connect with your offer, they’re probably going to be bought in. And when you get hit with things like I can’t afford it often, that’s it, that’s just an instant reaction to what might be a higher price than expected. Our job is to work with them, to find a way forward. If they’re a good fit, if we can deliver the outcome.
And if it’s ethic, if it’s ethical to help them do that, you know, I hear so many stories of, Oh, I helped someone open a credit card and everything else. Listen, there’s a big difference between helping someone see that there are more ways to move forward and counting the money they have in a jar or in their wallet, in their current account at bank account. But, you know, we don’t want to be marching people down the road to be opening credit facilities either a lot of the time, but we can show people a way forward, but it’s a pretty complicated area. I’m just kind of scraping the surface of this. But if objections is a really big deal for you, but your hand up, I’d love to have a chat with you because there are so many things that you can do to smooth the path early on in the call and give you an awful lot less to deal with down the road. I look forward to catching up with you soon, take care.
