Objection Handling In Sales

Written by Sean McPheat | Linkedin thumb

18 February, 2009

Objection Handling In Sales – Ask And All Shall Be Revealed!

Faced with an objection?

Always ask “What do you mean by that?”

PROSPECT
“It’s just too much money”

YOU
“What do you mean by that?”

PROSPECT
“I just haven’t got enough money left over from wages this month to fund this piece of kit?”

YOU

“What could you afford this month?”

PROSPECT
“About £100”

YOU
“And you could pay the remaining £60 next month?”

PROSPECT
“Oh yeah. No problem”

YOU
“Ok, let’s do that then….”

You need to qualify what the objection really means.

In this example, “Too much money” did not mean that the prospect could not afford it. Instead it meant “I can’t afford to competely pay for it this month”

So many sales people just hear “It’s too big” “It’s too much” “The time is not right” and then don’t question what they mean by it.

So many sales are lost with this approach.

I remember hearing a story about an elderly lady shopping for a new wardrobe in a well known furniture store.

The sales assistant showed her a lovely unit and she fell in love with it.

“It’s just too big” she said

“Ok, no problem – here are some smaller ones over here” replied the sales assistant

So they noth went over to look at some smaller wardrobes that were a lot less expensive too.

“I’ll think about it” said the lady

One week later the lady came back in to the store to purchase the smaller unit but this time the manager of the store helped her.

“I’ve come in for that unit over there” she said

“No problem, let’s sit down and complete the paperwork” said the manager

“It’s a pitty that I couldn’t have that bigger one over there. You see, I came in to buy that unit last week but it’s too big”

“Oh, what do you mean by too big” asked the MTD trained store manager!

“Well, I can’t fit it flatpacked into my car and it would love lovely in my bedroom”

“That’s no problem at all – we’ll deliver it to your door!” said the manager

Kerching! A sale, an upsell and a satisfied customer.

The first sales person heard “It’s too big” and assumed it was too big for her bedroom. The second sales person asked what she meant by “It’s too big” and found out it was too big for her car!

So my ULTRA IMPORTANT lesson for you is this…

ASK “WHAT DO YOU MEAN BY…?”

It will get you a lot more sales!

Happy Asking!

Sean

Sean McPheat
Managing Director

MTD Sales Training | Sales Blog

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