In schools around the nation, nobody has a curriculum on handling objections, yet this is a basic skill that every person needs to learn to have success in life. Salespeople must handle objections to get sales, but application of this goes far beyond the retail showroom—because everything in life is a sale. If I didn’t know the difference between an objection and a complaint, I wouldn’t be married to my wife today.
When I first met Elena, I knew I wanted her to be my wife. Soon after meeting her for the first time I called my mom up and told her there was good news and bad news. “The good news,” I told her, “is that I met the girl of my dreams.” She congratulated me and then asked what the bad news was. “She doesn’t like me,” I explained. Elena thought I was arrogant and abrasive. I wasn’t the package she was expecting—I was a few inches short and had the wrong color of eyes.
Having been in sales for a number of years, I knew the difference between complaints and objections. I called her twice a month for 13 months before getting a date. There is a difference between creative persistence and stalking. Elena will tell you she never felt threatened by my pursuit. I kept it light and sweet, I never creepily stood outside her house, and never made her wrong for not calling me back.
In truth, I knew what she wanted in a man more than she did at the time. Have you ever noticed that sometimes in life someone will ask you for something but actually wants something completely different? It’s like when a person asks you for advice but you know they really don’t want it most of the time. You need to be able to determine the difference between what people ask of you and what they really want.
Here is a short list of things people want to avoid—but they won’t tell you this. They ask you something but underneath what they are asking is something else:
I don’t want to be sold.
I don’t want to be pressured.
I don’t want to waste your time.
I don’t want to waste my time.
I don’t want to feel obligated.
I want to determine the possibility for me to purchase here.
Your clients likely are not going to say these things out loud. They say one thing but mean something else. For instance, “I’m not buying today” may really mean, “Don’t pressure me,” or, “I really want to buy but don’t want you to know it”. Someone saying, “Let me see your manager,” might mean, “I don’t want to waste time going back and forth”.
90% of the time, you are not hearing the real issue. No matter what they are saying, no matter how negative it is, realize that it may not be the real issue. Remember what your customer says and what they want are not always the same. That said, always surrender to the request. Assure them you will handle it, that you will service them and take care of them.
As an example, instead of seeing, “I’m just looking,” as an objection, which it isn’t, see it as an opportunity. He or she is looking! When people look, they are looking for something to buy. Who doesn’t look before they decide they want something? I’m looking all the time for things on the Internet. It means I’ve got dough to spend, maybe not on that product, maybe not today—but I’m interested in something. Salespeople hear the, “I’m just looking,” so often and they don’t know how to handle it, they become sold on the idea that people are just killing time.
Nobody’s got time to kill. Under the right conditions, with the right product, you can turn ‘JUST LOOKING’ into SOLD. To do so, get your head right with the following ideas:
1. Get your attitude right.
2. Just looking means “opportunity”.
3. Just looking… for information.
4. Just looking… for someone to show me what I need.
“I’m just looking” is a buying signal, and gives you the opportunity to start fact finding. I’ll talk about this and much more in my LIVE seminar on Mastering Objections this Saturday. Time is running out to register.
When you sign up, you’ll get for free:
* 15 videos on Exact Handling Objections Scripts
* 25-Minute Play by Play Breakdown of me Handling Objections on the Phone
* 50+ Page eBook of Brand New Content I put together on Mastering Objections
* 200+ Page PDF Rebuttal Book of Never Before Seen Closes
Sign up now and you’ll get what they should have taught you in school but never did.