Listening skills…

Every sales manager and director tells you how important they are but do they actually tell you how to improve them!

As sales people elevate their sales skills in other areas, often the area of listening begins to suffer, and usually it is the more experienced pros who are the biggest culprits. There are reasons that listening skills deteriorate over time in the sales business and below are the main three. Avoid these mental mistakes and you will increase your listening skills and close more sales!

Listening Mistake #1 = Knowing the questions and answers before you hear them
One of the main problems happens as sales people get to the point where they know all of the answers. You have heard all of the objections a thousand times and you believe you already know what the prospect is going to say. When this happens, it is easy to hear but a fraction of what the prospect actually says, as you mentally anticipate the rest of the question or statement. The problem is that often you are incorrect. You THINK you heard what the prospect said, when you really heard what was in your mind.

Solution: To help avoid this, look to discover new answers and thoughts. Try to make them tell you something you have not heard before. This can only help you get better. When the prospect begins that question that you know you have heard before; stop and try to find what is different about this question. To your surprise, you will find some new thoughts and ideas.

Listening Mistake #2 = Formulating your response before the prospect has finished
Following mistake #1, many sales people begin to formulate their response to the prospect as the prospect is still speaking. The prospect begins to explain his or her concern. You believe you know exactly what they are going to say, and you begin rehearsing in your mind what you will say back. Anxious to obliterate the prospect’s objection immediately, often the sales person will cut off the prospect in mid-sentence.

Solution: Wait until the prospect has completed their thought, and then count to three before you open your mouth. This not only helps you listen and digest exactly what the prospect said, but it also helps you avoid belittling the prospect. Do not be too quick to “have an answer for everything.” Take time and let the prospect see that you are thinking and that his or her concern is important.

Listening Mistake #3 = Lack of eye contact
Most sales people diligently try to maintain eye contact when they are speaking. However, many seem to wander as the prospect talks. Listening entails more than just your ears. You have to listen with your eyes and emotions.

Solution: Maintain constant eye contact every time the prospect says anything. Take in and note the prospect’s body language, facial expression and movements. You need to SEE and FEEL what the prospect is saying in addition to hearing it.

So, lose the sales Crystal Ball that tells you exactly what the prospect will say before they say it. Don’t write your thank you speech before the game is over and listen with your eyes as well as your ears.

Happy Selling!

Sean

Sean McPheat
MTD Sales Training

(Image by HigherSights)

Stop scratching around for sales and learn how to sell the modern way with my FREE 40 minute online training session. Click on the image below to find out why you’ve got to be changing the way that you prospect and sell…

Whenever the idea of a planned presentation comes up, usually the first thing sales people think about is a “canned script.” In a canned script, I am referring to the old-fashioned, smile-and-dial era, word-for-word, rehearsed, “Pitch.” Such was a primary tool of sales people, in particular telemarketers, years ago. Alternatively, we had the opposite of the canned spiel with the show up and throw up method, where sales people just walked in and did whatever they thought came natural.

While most sales professionals have rose above the smile and dial pitch, the question arises of the validity of using a planned sales presentation today. While not exactly a throw-up tactic, many still believe it is best to know all you can know about your product and prospect, and then just go in and let the sales interaction flow impromptu, directed by the prospect’s interests. So, dealing with today’s modern and educated buyer, should you play-it-by-ear and wing it, or use a planned and structured sales interaction?

Defining a Planned Sales Interaction
I believe that for the majority of selling situations, you should use a well-planned and structured sales presentation; but allow me to define exactly what I mean.

Although with a planned presentation, you may have a few words or phrases that you might use verbatim, I am not talking about a canned script. By a planned presentation, I am referring to “a thoroughly interactive, yet totally controlled methodical process that systemically moves the sale through incremental, yet critical stages, accomplishing interim goals at each step, while maximizing the odds of closing the sale.”

You can keep your sales interaction feeling impromptu, but you must have a way to control the direction and outcomes. You should have a step-by-step process that leads to a successful conclusion. In such, you can maintain the flexibility to adapt to responses, yet keep the process on track towards a narrow objective.

A Strategy
A Planned sales interaction is a strategy. With a planned interaction, you want to know what you need to accomplish at each stage of the presentation. For instance, in your first step, you may want to design proper seating arrangements as soon as you arrive. Or you may want to find out more about the prospect’s delivery systems during your warm-up talk. Perhaps you need to uncover more about the current contract the prospect has with a competitor.

In your second stage, perhaps you need to uncover exactly how much the prospect is spending on the outdated system, how much time their people are wasting due to lack of training. It is a plan on what you need to accomplish and when.

Planned VS Canned
So what is the difference between a planned sales interaction and a canned pitch?

A Canned Script – PUSHES: Pushes benefits, forces ideas, and minimises interaction.
A Planned Structure – Pulls: Pulls out problems, uncovers pain and maximises interaction.

A Canned Script – SUPPRESSES: Suppresses responses and objections and stifles emotion.
A Planned Structure – EXTRACTS: Extracts responses and objections early or avoids them and stimulates emotion.

A Canned Script – TELLS: Tells the prospect things.
A Planned Structure – ASKS: Asks the prospect questions.

In dealing with today’s sophisticated and educated buyer, now more than ever, you need to have a well-thought-out plan. You must have a strategy to accomplish every sales goal, including just setting an appointment.

Happy Selling!

Sean

Sean McPheat
MTD Sales Training

Stop scratching around for sales and learn how to sell the modern way with my FREE 40 minute online training session. Click on the image below to find out why you’ve got to be changing the way that you prospect and sell…

In the recent post, “Are You Really Asking For The Order?” I talked about how many sales people suffer with using weak, fearful closes that do not actually ask for the order. A few of them are:

1. Waiting for the prospect to take the initiative and ask for the sale
2. Asking the prospect what they think
3. Using some inducement with the hopes the prospect will initiate the sale

Now let us look at a few more direct and clear ways to ask for the sale that will help you make more money.

#1. Sign Here
There are not too many ways to be more direct when closing than to ask to prospect to put their signature on the order form or contract. Such closing requires a strong and confident sales person, as well as some very tactful wording. Here’s an example:

Sales Person
With order pad or contract in hand, uses pen to direct the prospect’s eyes as he speaks, carefully watching the prospect for reactions, says:

“So Steve, the whole thing looks like this: We have the two dozen cases of the extra-wide widgets, two cases of the medium, and one case of the small. It all comes to only £2,844, plus shipping.”

Sales Person turns the order, placing it and the pen in front of prospect, and saying:

“Now all I need is your OK right there Steve, and I’ll put a rush order on the shipping.”

Like I said, such a close is not for the timid.

#2. The Alternate of Choice
Though many sales people use this method to ask for the order, often they do so with little conviction and strength. Verify order details or logistics by giving the prospect two options, but you have to do it with an assumptive attitude. You have to believe that you are merely verifying the details, or it comes across as a con and the prospect will feel as if you are trying to manipulate them.

Give the prospect the alternative of choice between two buying or logistical options

Sales Person:
“Finally, Sarah, we will deliver, install and test the software. The total comes to £3,400 for the first year and then £425 per year in maintenance fees. Now, do you want to set up the installation for Friday, or the beginning of next week?”

Sales Person:
“The whole thing comes to only £2,844, plus shipping. So, Steve should I put that on a rush order, or our normal 4-day delivery?”

#3. Ask a Closing Question, Shake Hands, Congratulate and Assume the Rest
This also requires confidence. Ask a closing or bridge question, and then assume the sale. By a bridge question, I am referring to that question that simply helps bridge that gap between the end of the sales presentation and the time you strongly ask for the order.

A few I really like are: “Does that make sense?” and “Is that fair enough?” Asks such a question, congratulate the prospect on making a great decision, and start writing up the order. You can also use such a bridge with the above closes as well.

Sales Person:
“Finally, Sarah, we will deliver, install and test the software. The total comes to £3,400 for the first year and then £425 per year in maintenance fees. Does that make sense?”

Prospect:
“Yeah. It looks good.”

Sales Person: Extends hand to shake…
“Great Sarah! Congratulations. You have made one of the best decisions you can possibly make in your IT department. We have a little paperwork to take care of and we’ll be all set…”

Also, use this close combined with the above…

Sales Person:
“The whole thing comes to only £2,844, plus shipping. Is that fair enough, Steve?

Prospect:
“Yeah. It looks like a good rate.”

Sales Person:
“Great Steve. So, Steve should I put that on a rush order, or our normal 4-day delivery?”

It is normal for people to want to put off making a decision. It is your job to help them make that decision and you cannot do that if you do not properly ask them to make a decision.

Happy Selling!

Sean

Sean McPheat
MTD Sales Training

Have you downloaded my latest report “The Sales Person’s Crisis”? Over 10,000 sales pros have.

Click on the image below to find out why you’re very existence as a sales person is in doubt…

Failing to Ask For the Sale
A problem that many sales people have is that they do not properly ask for the order. They do not clearly ask the prospect to make a decision.

Now before you say, “Oh, I don’t have that problem…” you may want to read on.

Below are three ways of NOT asking for the sale, followed by three ways of really asking for the sale.

Three Ways of NOT Asking For The Sale

#1. Wait For The Prospect To Make the First Move
One of the most popular closes, (or should I say anti-closes), is when the sales person presents the offer and waits for the prospect to say something. The sales person waits, hoping the prospect will say, “Ok! Give me a pen, where do I sign?” which usually does not happen.

Sales Person
“So Steve, the whole thing looks like this: We have the two dozen cases of the extra-wide widgets, two cases of the medium, and one case of the small. The whole thing comes to only £2,844, plus shipping.”

Silence.

Sales Person looks up at prospect, smiles, and then looks back down at order.

Silence.

I’m sorry my friends, but this is not asking for the order.

#2. The, “So What Do You Think?” Close
Sales people terrified to ask for the sale, often use this. Since they appear to be asking a closing question, the sales person feels as if he or she accomplishes something, without directly asking for the order and thereby avoiding the risk of direct rejection. The sales person does indeed accomplish something with this close…they make the whole situation much worse.

Sales Person: “Finally, Sarah, we will deliver, install and test the software. The total comes to £3,400 for the first year and then £425 per year in maintenance fees. So what do you think?”

First, asking the prospect what they think, is not asking them to buy. However, what is worse is that turning to logical thinking is the last thing you want the prospect to do at that point. People make buying decisions based primarily on emotion. They then back up those decisions with the logical thinking.

By asking the prospect what they think, you are invoking the wrong part of the prospect’s brain and you still have not asked him or her to make a decision.

Is it any wonder why the prospect eventually responds by telling you they want to THINK about it? You just asked them what they think!

#3. The Incentive Close
Another way that sales people can ask for the sale without clearly asking for the sale is to use some incentive in an effort to stimulate the prospect to action.

“So Steve, the whole thing looks like this: We have the two dozen cases of the extra-wide widgets, two cases of the medium, and one case of the small. The whole thing comes to only £2,844, plus shipping.”

“However Steve, if you place an order with me today, not only will we pick up the shipping costs, but we will give you an additional box of the small widgets…absolutely FREE!”

Silence.

You cannot wait for the prospect to snatch the contract out of your hand and close himself!

Posting Dec 28th, 2011:

Three Ways Of Asking For the Sale

Happy Selling!

Sean

Sean McPheat

Bestselling Author, Sales Authority & Speaker On Modern Day Selling Methods 

MTD Sales Training

(Image by Jeroen van Oostrom)

Have you downloaded my latest report “The Sales Person’s Crisis”? Over 10,000 sales pros have.

Click on the image below to find out why you’re very existence as a sales person is in doubt…

You know the age-old Golden Rule—“Do not reveal the price until the end.” Even if you are new to sales, management has told you that you have to wait until the closing stages before you tell the prospect the price.

However, does such a rule or concept still have merit, especially in dealing with today’s modern and educated buyer? Since today’s prospect has instant access to a ton of information about what you sell before you even show up, and they are so short on time; does it still make sense to hold out on the price, even if the prospect is demanding to know?

In a word…YES!! Below are three critical reasons why you should still never reveal the price until you have built significant value.

#1. Price is Irrelevant Until You Have Established the Value
For your product or service to have any value to the prospect, the prospect must have a NEED for that product or service. Before you can establish a need, there must be a solution. Before there can be a solution, you must unearth a problem. The significance of the problem for which the product is a solution, determines its value. Until there is such a value, the price is meaningless. The following analogy, though absurdly fictitious, will help demonstrate the point.

If I came to sell you a gigantic inflatable chair and I told you that the price for this huge, pink blow-up chair is £600, would you buy it? Would you consider it for a discounted price of only £350? You would have to think that such a child’s toy is not worth more than £10.

However, what if I informed you that the local reservoir dam just collapsed, the equivalent of a small tsunami is on the way, and in a few minutes, the entire town is going to be 20 feet under water. Now if I asked £10,000 for that same chair, you would consider it a bargain.

The price is irrelevant until you have established value.

#2. The Prospect’s Ability to Listen Disappears After They Hear the Price
The moment you reveal the price, the prospect makes a buying decision. On hearing the price, the prospect feels they have all of the information they need, and makes a mental decision (usually negative), and that’s it. The prospect now has a closed-mind, and deems any additional information unnecessary. It becomes near impossible to build value after you have revealed the price.

#3. Price Before Value Creates a False “Price vs. Value” Perception
The sale takes place when, to the prospect, the value exceeds the price. This is not about money. It is about perception and expectations in the prospect’s mind that determine how they feel about the offer. It is about emotion. When you quote a price before establishing value, it creates the perception of a price that far outweighs the value. No matter how you try to build value after revealing the price, you cannot change that feeling, because you cannot, (significantly or justifiably), change the price.

Conversely, if you build the value before price, in the prospect’s mind that price will be greater than the value. If you have done a reasonable job building value, then when you finally reveal the price, it should be but a fraction of the established value. Therefore, the prospect perceives the price to be far less than excepted and thus a proper price vs. value perception results.

And how exactly should you respond to the prospect who asks you for the price upfront?

Here’s how:

“James, there are a lot of options and variables that we need to take into consideration before I can give you an accurate figure. Is it ok if I ask you a couple of questions to get some further information so I know which one of our products/service would be the right one for you?”

A lot has changed when it comes to dealing with today’s modern buyer. However, holding on to that price until after you have built the value, is one concept that must stay the same.

Happy Selling!

Sean

Sean McPheat
Bestselling Author, Sales Authority & Speaker On Modern Day Selling Methods 

MTD Sales Training

Have you downloaded my latest report “The Sales Person’s Crisis”? Over 10,000 sales pros have.

Click on the image below to find out why you’re very existence as a sales person is in doubt…

Hi all,

It’s Louise here again, filling you in on the latest news from the MTD HQ. November has been a very busy month for Sean and the team as we held our first ever Sales Summit recently!

MTD’s MD Sean McPheat has had many successful experiences keynoting at business events and conferences across the country, and he thought it was about time MTD had our very own sales event…and what an event it was!

Our 2011 Sales Summit was held on Thursday 17^th November in Heathrow, and with over 100 UK and international sales professionals in attendance it certainly was a packed day.  

The Summit played host to 3 fantastic speakers who presented four must-see sessions on all manner of topics, from prospecting, networking and building value during a sales interaction, right up to influencing, negotiating and communicating with potential customers.

Sean kicked off the day with his first session on “The Ultimate Sales Audit”, where he helped guests to thoroughly rip their sales approach to pieces and really analyse the way that they currently sell. Sean encouraged his guests to make the most of their sales interactions and gave great direction on how to pre-sell their products.

The second session of the day was taken by international public speaker Simon Hazeldine, who had our guests rolling with laughter during his fantastic session on “Bare Knuckle Negotiating”. As an ex-bouncer from a former life, Simon had plenty of real-life experiences to share with our guests as he took our delegates through the negotiation process – sharing with them the strategies, tricks and tactics they need to survive and thrive when negotiating with a client.

Following a networking lunch in the beautiful atrium of the Radisson Edwardian Hotel, guests took their seats once again as Sean McPheat returned to the stage to present his much sought-after session on eselling®. Sean is the creator of the alternative sales approach known as eselling®, which helps businesses to prospect and sell online through the use of social media and other internet based services. Guests, of course, were very keen to see this session in particular, as this is fast becoming one of the biggest successes of Sean’s recent accomplishments.  

During this session Sean showed his guests how they can use the internet to network with key decision makers, listen for leads, prospect online and position themselves as an industry expert.

One of the main focuses of the eselling® approach is to teach sales professionals how to use social media within their business, and to gain a real and substantial return on their investment – so Sean treated his guests to a 20 minute LinkedIn video tutorial, in which he gave guests a guided tour of the benefits of using LinkedIn as a business tool and showed them how they can create valuable business leads via this medium.  

The day was capped off nicely by a very entertaining session from Sean’s number one Sales Trainer Mark Williams. Mark presented a session on The New ROI, in which he showed guests how to get a return on influence with their clients. Mark taught guests how to better understand and communicate with their clients, how to get clients on their side and how to influence people on a subconscious level.

In a final flurry of magic and mystery Mark even turned four grown men into a human table which went down a storm with the attendees!

Following the event, both Sean and the team have received some brilliant feedback from our guest, with many commenting that they are very much looking forward to next year’s Summit. Here’s what a few of our attendees have said about the Sales Summit:

“Sean delivers an excellent approach to selling that has helped me tremendously with my sales techniques. The conference he set up was great and I would recommend attending it to expand your abilities as a salesman.” – Andy Naisbitt, Business Development Manager at Gen3 Kinematics

“Sean is an inspiring and well prepared presenter. His ideas on today’s buyer are clearly well researched and his modern day sales concepts are backed up with practical examples and his own living proof that they work – Sean “walks his talk”. An expert in his field, Sean is also down to earth, personable and appreciative of his audience.” - Stephanie Keller, Sales Coach and Consultant at S2 Strategic Skills

“A fantastic and informative Sales Summit day, full of brand new content. I have learned more than in any other course I have attended in the past, the event was well organised and the speakers were amazing. I really look forward to attending some other courses with MTD Sales Training and thank you very much for your on-going email support which I highly appreciate and respect.” Kubilay Tunc, The Cumberland Hotel

Both Sean and the team have been thrilled with the feedback we’ve received from the event and we are now looking forward to the 2012 Sales Summit – bring it on!

Happy Selling!

Louise Denny

Marketing Manager 

MTD Sales Training

Have you downloaded my latest report “The Sales Person’s Crisis”? Over 10,000 sales pros have.

Click on the image below to find out why you’re very existence as a sales person is in doubt…

How do you handle the prospect that is afraid of everything and everybody?  You know the person I’m talking about.  That prospect who is so paranoid, you wonder how they got the job and how you set the appointment. 

First, I’ll offer some tips to help you better recognise the Paranoid Prospect (PP), followed by three effective ways to handle them.

Three Traits of the Paranoid Prospect

1. The PP is usually very pessimistic and will see something negative in almost everything. 

Sales Person:        “It’s a beautiful day!”  
PP:                         “Yeah, but that usually means thunderstorms are on the way.”

 2. The PP will usually want proof of statements that you make and ask for guarantees.

 3. The PP will have examples (factual or not) of bad experiences with your competitors or in your industry.

Three Tips to Handle the Paranoid Prospect

1. Do not linger long on questions, especially offensive ones. The PP will often offer questions that are actually accusations, and focus on them until they get the answers they want.  Do not get into long discussions on those issues.  Answer the question and move on.  Do not try to justify answers or defend accusations that have no merit.

2. Do not bash the competition.  The PP will often try to bait you into taking sides against your competition.  Understand that once you agree and validate that there is anyone in your industry that justifies the PP’s fears, you are finished as well.

3. Do not try to alleviate unwarranted phobias.  If the PP turns to unproven, phantom and even ridiculous hypothetical situations; do not fall into the trap of trying to explain how and why those things are of no consequence.  Do not give such issues credibility by acknowledging them.

Most of the PPs fears, while they seem to focus on many different areas, are really about making a decision.  Don’t be distracted with irrelevant issues.  Stick to your sales process and help the fearful prospect see things more clearly. 

Happy Selling,

Sean

Sean McPheat
Bestselling Author, Sales Authority & Speaker On Modern Day Selling Methods 

MTD Sales Training

Have you downloaded my latest report “The Sales Person’s Crisis”? Over 10,000 sales pros have.

Click on the image below to find out why you’re very existence as a sales person is in doubt…

The sales interaction went well.  The prospect seems very interested, and you cannot see any objections.  However, you also cannot see any urgency, as the prospect feels they can wait.  You offer a price discount as an inducement, but still the prospect sees no reason to buy TODAY.  Below is a powerful and effective way to create a sense of urgency in your sales interactions. 

The Value of the Problem x Time = Urgency
One of the most effective ways to create a sense of urgency in the mind of the prospect is to help the prospect understand that the value and cost of their problem increases exponentially with time. 

First, you should be using a professional sales interaction that uncovers problems and exposes pain.  Then, as you uncover the prospect’s problems and pain, you need link them to the negative effects of time.

As an example, let’s imagine one of the benefits your product offers is that it helps clients save money on their heating costs.  As an educated professional, you know not to just push the benefits in a “show up and throw up” way; and instead, you turn it around to uncover the problems and pain first and then move on to solve the problems and pain with your solution.

If they will save money with your product, then they are losing money without it.  Due to the size of the plant and other factors, you calculate their losses to be approximately £40,000 a year.  During the sales interaction, you need to help the prospect visualise and relate the loss in terms of real money and daily costs. 

To tell the prospect that they can save £40,000 a year is one thing.  However, to help the prospect understand that they are spending; throwing away, right now, £166 every single day that they are open…is quite another. 

If your product costs £1,500, the prospect is going to spend more than the cost of your solution in less than ten days!

Link the cost and value of the problem to time, and help the prospect see that time truly is money.

Happy Selling

Sean

Sean McPheat
Bestselling Author, Sales Authority & Speaker On Modern Day Selling Methods 

MTD Sales Training

Have you downloaded my latest report “The Sales Person’s Crisis”? Over 10,000 sales pros have.

Click on the image below to find out why you’re very existence as a sales person is in doubt…

You went through the entire sales interaction without much problem.  However, as soon as you mention the price, the prospect, noticeably stunned, slips into a comatose gaze, and a look that says, “Are you kidding?!”  

As mentioned in, “3 Ways To Handle The Prospect Who Is Shocked By Your Price,” when the sales interaction fails to uncover problems and pain or build value, there are but a few steps you can take to possibly save the sale.  However, here are three things you should not do, in this situation.

The Three DON’Ts

#1.  Don’t Try to Justify the Price
The only way to justify the price is to rationalize and defend the price, which only further diminishes the value. 

“Well, our pricing is in line with the industry…”

 “Our price is lower than most of our competitors…”

“Due to the economy and oil prices, our costs go up…”

“Sticker Shock” at the end of the sales interaction is not a reaction to price; it is a matter of value and likely a failure of several steps in the sales process.

#2. Don’t Begin Discounting the Price
Do not lower the price!  Changing the price or the offer at this point only proves the prospect was correct in that your price was outrageous.  Sadly, some sales people justify the price and discount it at the same time; driving the value of their product and company into the ground. 

#3.  Don’t Agree
Many sales people like to agree or empathise with the prospect in this situation.  This is a mistake.  There is a time to agree that your price is high, even to brag about your high rates.  However, that is only when you have built the value to where the prospect feels it is significantly higher than the price.   If the perceived value is so low that the prospect is shocked by the price, then do not agree.  Don’t use statements like:

“Yes, it is high, Mr Prospect, but everything costs more these days.”

If you routinely get prospects that feel your pricing is extraordinarily high, understand that you have more than a pricing problem.  In fact, you may not have a price problem at all.  Conversely,  you probably have very serious problems within your sales process, your sales interaction, and in building value.     

Happy Selling

Sean

Sean McPheat
The UK’s #1 Authority On Modern Day Selling
MTD Sales Training

Have you downloaded my latest report “The Sales Person’s Crisis”? Over 10,000 sales pros have.

Click on the image below to find out why you’re very existence as a sales person is in doubt…

You felt that it was a good presentation and that the entire sales interaction was on track. Then you present the price, and suddenly the prospect acts as if they just had a heart attack! What happened? A better question is, what do you do? Below are three important steps you should take when this situation occurs.

The Three DOs

#1. Do Start Over
The fact is that if the prospect is truly surprised by your pricing after you have had a complete sales interaction, then you really missed some fundamental and essential points in your presentation. When this happens, you have failed in one or all of the following areas:

• Uncovering the prospect’s problems and pain
• Exposing problems the prospect believes are real
• Conveying the importance of the problems
• Conveying the monetary loss the prospect is suffering
• Building the value of the problem and the solution

Understand that at this point, there is no such thing as answering objections. There are no valid objections to overcome because there is no valid offer. There is no legitimate offer because you never carried out a convincing presentation. All you can do now is try to go back and cover the things you missed. Just be honest…

“Whoa! Ms Prospect. If this offer seems out of line to you then I must have really missed something. Can I ask you a few questions?”

Then go over the problem-exposing questions, and value building points.

“Ms Prospect, was I able to show you that right now your drivers are spending at least 35% more in loading time?”

“Can you see how you are currently losing £722 ever day in the factory?”

Do not try to fix the problem. Go back and erase it.

#2. Ignore It
It is possible that the prospect is faking this apparent shock. A skilled business person will use such a tactic as a negotiating tool. If you are absolutely positive that the prospect is being less than honest with you, then continue on and close with confidence. Maintain the look and disposition that you are an experienced professional and aware of such tactics.

If however, you are not certain if the prospect is acting or not, then follow tip #1 first, followed by #2.

#3. Do Ask for Referrals and Leave
You may not have the time or permission to start over and ask questions, and ignoring the situation also may not work. Either you messed this up badly or the prospect just doesn’t get it. In either case, it is too late. There comes a time to learn from your mistakes and accept them.

A “shock” situation at the very end of the interaction is likely a failure of the entire sales process or indeed the way that you qualified this prospect in the first place. Instead of trying to put out the fire, it may be best to get out of the building!

Posting Oct 19, 2011: The Three DON’Ts
3 Ways NOT to Handle The Prospect Who Is Shocked By Your Price

Happy Selling

Sean

Sean McPheat
The UK’s #1 Authority On Modern Day Selling
MTD Sales Training

Have you downloaded my latest report “The Sales Person’s Crisis”? Over 10,000 sales pros have.

Click on the image below to find out why you’re very existence as a sales person is in doubt…