The World's #1 Authority On Trust-Based SellingTM
 
Ari Live - Sydney | Fast Start Pack | Free Consultation | Keynote | Reviews/Blog | About/Contact Us | Home

Blog Home | Check Out ALL Blog Posts |   

Diffuse Objections by Listening To Your Prospect’s Concerns...

 

BlogPost-11172014You’ve probably heard this over and over in your career: “If you hear an objection, immediately overcome it and move towards making the sale.”

That’s a very one-sided approach to a moment that could great really awkward quickly.

Objections are challenges raised by prospects. They put pressure on you, and they can bring your conversation to a halt, or help it grow.

Most approaches to selling insist that objections are challenges that can “lose” the sale if you don’t “handle” or “counter” them skillfully.

But if you’re coming from the Unlock The Game Mindset, an objection is simply a statement or a question that carries one of two messages:

  • First, your prospect may be telling you the literal truth. “We don’t have the budget” may mean just that. They may under a budget freeze and can’t consider your solution for the time being.
  • Second, your prospect may not be telling you the truth. Prospects may raise “objections” because they want to end the conversation or relationship without coming right out and telling you they aren’t interested.

But your goal is always to get to the truth of your prospect’s situation. The best way to do that is to train yourself to think of objections as ways you can learn more about that truth. That’s why I think it’s important to think of “objections” as legitimate “concerns.” It diffuses the rather confrontational aura around the term “objection.”

Many prospects carry a stereotyped “salesperson” image that comes into play whenever they’re approached by salespeople they’ve never had any dealings with but who come across as totally focused on “making the sale.”

If we keep in mind that people have had these experiences, we’ll find it easier to remain centered and calm. Then we can begin to reopen the conversation, which makes it easier for prospects to talk about their situation because they won’t feel pressured or threatened. They’ll trust that if they open up, you won’t take advantage of them by trying to “sell” your solution.

Trust is always fragile and easily damaged. When you hear objections that you sense aren’t true, they’re a signal that your prospect has started feeling mistrustful.

The Fight or Flight Reaction

People who sell typically handle objections in a defensive manner or in ways that try to convince prospects that their objection isn’t true.

But that’s actually an attack on the other person’s reality and puts them on the defensive. They start fearing that we’re going to try to “sell” them by persuading them, so they either challenge us more, or they try to get out of the situation.

They react with the classic “fight or flight” response. And so do we. Defensiveness, when we push back, is the “fight” response. Or we may choose the “flight” response. We may bow out and end the call or the meeting. If we’re in the traditional sales mindset, we may think that “fight” or “flight” are our only options when it comes to dealing with objections.

“That’s Not a Problem”

The Mindset gives you another option. You can respond to objections by diffusing pressure and reopening the conversation based on trust, so you and your prospect can determine together whether you’re a match.

When your prospect raises an objection, you can simply tell yourself, “Ah, here’s an ‘objection.’ I need to diffuse any tension, and to be sensitive to any defensiveness that they may be feeling so I can learn the truth.” So, whenever you hear an objection of any kind, in most cases you can begin by responding with these four words: “That’s not a problem.”

When you say this in a very calm, relaxed voice, you’re simply validating that whatever the other person saying has truth to it. You’re not denying what they’ve said, which might trigger fears that you have a hidden agenda. “That’s not a problem” diffuses tension and allows you to continue your conversation.

It may also be the last thing prospects expect you to say, based on their past experiences with traditional salespeople.

They may be surprised that you’ve validated what they’ve said as true, and that will increase your credibility and their sense of trust. And you’ll feel relieved because you haven’t had to “handle” or “confront” the objection. Confrontation often destroys trust and brings the relationship to an end.

By the way, some prospects may assume that “That’s not a problem” is just another script, canned phrase, or sales tactic aimed at moving them toward a “close.” In fact, traditional approaches often use a hurried, urgent, “No problem!” no matter what objections the prospect raises. But in the Mindset, this phrase is really a bridge that lets you continue the dialogue.

Reopening the Conversation

After you respond with “That’s not a problem” or another graceful, relaxed, low-key reply, your next step is to pause for a moment to let the other person take in what you’ve just said. They may be surprised because they didn’t expect that response. Let them have that time. Then, when it feels natural and comfortable, open up the conversation again with an appropriate phrase that goes behind or beyond the objection.

You can then ask a question that gives the other person the message, “I’m not going to try to persuade you otherwise, but I would like to know if you’re open to looking at this from a new perspective.” With this in mind, what you say next will really depend on the specific objection. You’ll notice that the suggested phrases “Would you be open to…” and “Would it make sense…” occur a lot in these examples. These wordings are important because you’re showing respect and simply asking prospects whether they’re open to considering something new, so it makes sense to continue your conversation.

The more you can shift from “Fight or Flight” mode to “re-engage” mode, the more you create trust and allow the conversation to re-open again without pressure.

To your success,

Aris Signature

2 Comments     Add Your Comments Here Email to a Friend

Horace the Salesman, DC
Nice response reminds me of good ole Dave Sandler "Nuture, Nuture, Nuture" Keep it coming!
Mike Madden, Melbourne, Australia
Excellent Ari, so well thought out, if only all the other sales gurus could learn from you selling would be much more pleasant for the rest of the world!

Add Your Comments Here FaceBook Twitter LinkedIn Email to a Friend Print this Page Permalink



The "Wake Up" Call That Changed Everything

 

BlogPost-11112014About two or three times a week, someone asks if I had a defining moment that inspired me to create the Unlock The Game trust-based selling approach. And as it happens with most people who have a life-changing moment in their lives that put them on their true course, I did. For me, it was an epiphany, a realization, that created the momentum for Unlock The Game.

It was a painful yet eye-opening experience that I bet you can relate to quite well. This was the day my whole selling mindset changed forever. It happened about fifteen years ago when I was doing direct selling (after having spent several years studying all the great sales gurus, designing sales training for UPS, Qualcomm, and other major companies, and finishing my Masters degree in Instructional Design, which focuses on studying how people learn). On that fateful afternoon, I was on the phone doing an online demonstration with the top executives of a software company.

Have you ever had a sales call that felt like a “love fest”? This one was like that. Everything was going by the book. They were interested, they were asking me tons of questions, I had all the answers at my fingertips. At the end of the call, they thanked me profusely for my time. And the vice president’s final words were, “We’ll definitely be getting back to you.”

Pushing the Wrong Button (Or Maybe the Right One…)

I was so proud of how well things had gone that I could almost feel my head swell as I started to hang up the phone.

But then, instead of pushing the “off” button on the phone, I accidentally hit the “mute” button. I didn’t realize it until I heard them still talking. They hadn’t hung up, but they thought I had. And what do you think they were saying about our oh-so-promising phone conversation?

“Okay.” It was the vice-president’s voice. “So we’re definitely not going to go with him. But keep stringing him along. Get more information so we can get a better deal with another company.”

I was devastated.

My first feeling was outrage that they had lied to me. I felt hurt and used, but the feelings of rejection that swept over me were even worse. “I’m a good guy,” I told myself. “I did everything right. I’ve studied all the best sales programs in the world. I didn’t cut any corners. Why are they treating me this way?”

Then I remembered a lot of other times when I had gotten a gut feeling that something was “off” about how a prospect was reacting to me. I could never put my finger on it, but at some level I knew that everything I had learned was incomplete.

But until that “wakeup call,” I ignored that nagging discomfort and kept on doing what I had been doing.

Buyer-Seller Conflict: It Doesn’t Have to Exist

You know, a lot of sales programs today would look at that call and say: “If a prospect lies to you, it’s okay to lie back. If they’re aggressive to you, it’s okay to be aggressive back, because that’s how you can control the situation. If they try to box you in, it’s okay to force them into a commitment.”

But this buyer – seller conflict – the “battle,” or whatever you want to call it -- just felt so wrong. It took me a long time to figure out one basic truth that none of those “fight-back” sales programs ever talked about: the problem wasn’t with the prospect -- it was with me. There was something fundamentally wrong with how I was approaching selling. And I needed to change.

It was at this point that I was finally able to let go of the outrage and rejection and take responsibility for having tried to sell the “wrong” way.

Once I shifted my thinking from focusing on them to focusing on what I was doing, the answers started to come. I realized that the old ways of selling had everything backward. And that freed me to begin thinking about what ultimately became Unlock The Game.

They knew I had an agenda for that call, which was to make them buy what I had to sell. I tried to do it by going with my script, developing it, dealing with their “objections,” pushing subtly to move things forward...you know the drill. They seemed to be playing along, and I wouldn’t have known any differently if I hadn’t accidentally hit the “mute” button.

The Beginning of Unlock The Game®

So that’s really the day that Unlock The Game started to come into existence, although it took me several years to develop all the principles and ideas that are now in the Unlock The Game -- the Mindset and what it means, and how to express the Mindset principles in language and behavior that is gracious, low-key, respectful, and above all focused on the prospect rather than on the person selling.

To your success,

Aris Signature

2 Comments     Add Your Comments Here Email to a Friend

Miriam Byrne, Gibraltar
This is so true, brilliant article!!! I find so much truth in your articles, especially the last ones received in the last few months. Thanks.
Pete Ekstrom, New York
One of the smartest things I've seen you write. Salespeople and business people should take heed. You provided excellent words of wisdom, and a great perspective of the reality world we live in. Nice job...

Add Your Comments Here FaceBook Twitter LinkedIn Email to a Friend Print this Page Permalink



Check Out ALL Blog Posts


BLOG • Latest Posts
Diffuse Objections by Listening To Your Prospect’s Concerns...
by Ari Galper
You've probably heard this over and over in your career: "If you hear an objection, immediately over...
The "Wake Up" Call That Changed Everything
by Ari Galper
About two or three times a week, someone asks if I had a defining moment that inspired me to create ...
The Silent Zone: Lost Sale or Lost Truth?
by Ari Galper
If you've been in business for any length of time, you've probably experienced being dropped into th...
Can I save your marriage?
by Ari Galper
Something interesting happened to me last week that I thought I'd share with you. Last Monday here i...
Why is the truth so hard to tell...
by Ari Galper
Sometimes I ask myself: "Why aren't people comfortable with just telling the truth?" We live across ...
Who's the guru behind the guru...
by Ari Galper
My son Toby, who you probably know by now, is truly an inspiration. For the last six weeks, he's bee...
A life-changing message from my son Toby
by Ari Galper
Hope you are well and that the new year is turning out to be your best year ever. If it's not, this ...
The Power of Authenticity: Unlock Your Sales Potential by Getting to the Truth (Part 2 of a 2-part series)
by Ari Galper
Get Ahead by Being Yourself I know how much of a difference it will make in your work and life. Inst...
Could your life improve with more trust?
by Ari Galper
Lately I've been doing a lot of travelling across the "pond" to the US and back. My travels have tak...
The Power of Authenticity: Unlock Your Sales Potential by Getting to the Truth (Part 1 of a 2-part series)
by Ari Galper
Are you the kind of person who really prefers to be honest and straightforward in everything you do ...



Over 72,477
Subscribers
Free Test Drive
Get 10 FREE Lessons
(Valued at $300)
AriFTDPic
(All fields must be completed to gain access)
 SECURE AND CONFIDENTIAL
Your information is 100% protected.

SBFS Banner 02

livechat-offline-ari2012
livechat-offline-bottom-left
livechat-offline-bottom-right
livechat-bottom-offline
yellowclickheresmall

arilivebannerfeb10mar032015


BLOG • Latest Posts
Diffuse Objections by Listening To Your Prospect’s Concerns...
by Ari Galper
You've probably heard this over and over in your career: "If you hear an objection, immediately over...
The "Wake Up" Call That Changed Everything
by Ari Galper
About two or three times a week, someone asks if I had a defining moment that inspired me to create ...
The Silent Zone: Lost Sale or Lost Truth?
by Ari Galper
If you've been in business for any length of time, you've probably experienced being dropped into th...
Can I save your marriage?
by Ari Galper
Something interesting happened to me last week that I thought I'd share with you. Last Monday here i...
Why is the truth so hard to tell...
by Ari Galper
Sometimes I ask myself: "Why aren't people comfortable with just telling the truth?" We live across ...
Who's the guru behind the guru...
by Ari Galper
My son Toby, who you probably know by now, is truly an inspiration. For the last six weeks, he's bee...
A life-changing message from my son Toby
by Ari Galper
Hope you are well and that the new year is turning out to be your best year ever. If it's not, this ...
The Power of Authenticity: Unlock Your Sales Potential by Getting to the Truth (Part 2 of a 2-part series)
by Ari Galper
Get Ahead by Being Yourself I know how much of a difference it will make in your work and life. Inst...
Could your life improve with more trust?
by Ari Galper
Lately I've been doing a lot of travelling across the "pond" to the US and back. My travels have tak...
The Power of Authenticity: Unlock Your Sales Potential by Getting to the Truth (Part 1 of a 2-part series)
by Ari Galper
Are you the kind of person who really prefers to be honest and straightforward in everything you do ...

Check Out ALL Blog Posts

Important Links 

 Free Test Drive

 Industry Success Stories

 About Ari

 Contact Us

Ari Speaking

 Speak with us now, live

 Read "Lessons From Toby"
  
 Order Toby's Book

privateconsultingbanner

masterclassbanner3

November 28, 2014         Quote Of The Day

"You simply want to understand what's behind the objection so you can determine whether you've reached the truth, while at the same time opening the conversation further so you can converse more about your prospect's situation. "

have-a-question2

Ari Live - Sydney | Fast Start Pack | Free Consultation | Keynote | Reviews/Blog | About/Contact Us | Home

UTGM Footer - honesty online logo

© 2000 - 2014 Unlock The Game Pty Ltd ABN 39-001-118949. Unlock The Game is a registered trademark.
Legal Notices | Privacy Statement | Terms and Conditions | Shipping Policy | Resources | Sales Training | Cold Calling | Australia | Contact Us | Site Map