Why they object
- 1. Why They Object! A Quick Guide On How To Turn Challenging Phone Objections Into Valued Customers CallCenterToday.com www.CallCenterToday.com 888-835-5326
- 2. Introduction Leads and prospects (and customers) understand that objections scare the ISR. So, they use objections because most of the time the ISR will pull-back, buckle under, and simply give-up. It is so emotional, completely taxing, to be an ISR and receive, consistently, those objections. And it is equally trying to be a customer and have to live with making a decision, even the right decision. So, leads’ and clients go into their defense bag and pull out objections. And the ISR, typically, goes into their objection bag…and hides.
- 3. Objection Handling The rule of thumb in training “objection handling” is that objections are part of the everyday sales cycle, as much so as sitting down and putting the headset on. Every quality sale (minus the lucky one’s) come with objections attached. It is like enjoying the steak after you dive into the broccoli. So, the ISR needs to learn to get a sale and win, you just might have to get battered in the process.
- 4. The Secret The secret involves more relevant preparation. Objections are simply not all that bad. That is because most leads object because they want to be sold or convinced, they just don’t have the persuasion yet to do so. They need the golden message to resonate. An objection is a request for more. It means, you simply need to do a better job presenting the challenge and the opportunity.
- 5. 8 Reasons Customers Object 1. They are Afraid. Coincidentally, so is even the best trained ISR. Both parties have something in common. Maybe the lead is afraid of the phone as a means to make a decision. Or, they are afraid of the ISR – His or her credibility, the trust factor.
- 6. 8 Reasons Customers Object 2. They Do Not Understand. People do not want to admit they fail to pay attention, so they simply say “NO”. Seems easier than admitting they drifted off or got lost. Plus, the more they lose focus or do not get the offer, the harder it gets to come anywhere close to saying “yes”. So, they object.
- 7. 8 Reasons Customers Object 3. They do not want the product or service. When they do not have an interest, they will object. Fact is, some people neither want nor need the offer.
- 8. 8 Reasons Customers Object 4. They Do Not Qualify. This issue is a sign the ISR is not doing the job. Before any presentation takes place, it is required that the ISR qualify the customer to make certain the customer is eligible to hear the presentation.
- 9. 8 Reasons Customers Object 5. The Price is Too High. Price is often referred to as the most difficult objection to overcome. When the lead insists that the price is too high, the ISR must establish value in his product to substantiate credibility with the price. In many instances, the lead just can not afford the price, and even establishing value falls on deaf ears.
- 10. 8 Reasons Customers Object 6. The Price is an automatic excuse. Price is the first objection that has the most weight. We use this objection based on our own human experience, but price is also, behaviorally, what we fall back on to support our nervousness to buy.
- 11. 8 Reasons Customers Object 7. Societal Conditioning. Society has conditioned our behavior. We provide objections because it is the thing to do. Especially on the telephone, where the lack of trust or credibility is high.
- 12. 8 Reasons Customers Object 8. They Need More Information. The ISR loves what he sells and knows it inside and outside. But the lead on the other end of the phone has no idea what motivates the ISR so much. There is no balance. So, there will be no sale until the same information that the ISR has is transitioned to the lead, prospect or customer.
- 13. Steps to Handling Objections Once you Know Why They are Objections 1. Do not try to convince them they may not be right. 2. Utilize superior listening and hearing skills. 3. Begin to convince the caller that you both are on the same page. 4. Plant seeds in their minds. Ask them questions that involve them. 5. Use questions to establish a needs-base or wants- base.
- 14. Let’s Close the Deal! Practice makes perfect. Unless you develop the skills and knowledge to overcome objections, you will be stuck succumbing to the same objections day after day. Plant some seeds, ask some questions, prove some value. You have the power to close the deal.