Handle Objections In Advance
Opening Comments: This is the perfect place for you to remind them about the hot buttons, review some notes from the open, and remind them that you have qualified them in advance. This is where we start to handle objections in advance by identifying their potential objections or challenges and assuming the sale. We are letting them know that we intend to handle this for them during this call.
Integrating The Open Into The Close: Now you will need to use the objection or challenge in conjunction with the hot buttons or pain each time that you are demonstrating a feature. Over and over again you will chip away at the ice until you carve their objection out of the ice block.
Handling Objections In Advance
Preface: Rapport is the foundation of solution selling. Rapport allows us to be the 2nd voice. This means that the prospect will allow you to lead and give advice along the way. You have to have a genuine interest in their business and their success. They trust your advice because you are an authority in this. You will need to understand that making the presentation more conversational will allow your prospect to let his or her guard down and they will stop feeling like they are being sold. Before you can handle objections in advance you will need to uncover hot buttons, challenges, objections, and have the cost justification ready to deliver at a moments notice. See 88% sheets in your D2 training to learn more about this.
1) Opening Comments: This is the perfect place for you to remind them about the hot buttons, review some notes from the open, and remind them that you have qualified them in advance. This is where we start to handle objections in advance by identifying their potential objections or challenges and assuming the sale. We are letting them know that we intend to handle this for them during this call.
To handle the talk to someone objection: “It says here that you are the sole decision maker for the business… so it’s just going to be the two of us today…”
To handle burnt in the past: “Today I’m going to show you a complete internet strategy that will show you how we can get you (Hot Button #1), (Hot Button #2), and I’ll also make you understand why we are nothing like the company that took advantage of you in the past and I’m going to make sure that you feel comfortable doing business with us.”
To handle business is slow: “My notes did mention that your business is slow and that you would like that to change and today I’m going to show you an amazing program that can turn your business around for a minimal investment… this will be a complete and total no brainer!”
You see, it is important that you bring it out early and often if you are going to dissolve their objections before you get to properly presenting price. Think of the sale as a block of solid ice and their objections as imperfections in the ice cube. After you chisel out the objections and highlight the hot buttons you will have an amazing ice carving that should be unique to your prospect, their objections, and their hot buttons.
2) Integrating The Open Into The Close: Now you will need to use the objection or challenge in conjunction with the hot buttons or pain each time that you are demonstrating a feature. Over and over again you will chip away at the ice until you carve their objection out of the ice block.
The following examples illustrate how you can master this process of handling objections in advance:
Objection = Burnt In Past
Hot Button = Pay off business debt
Feature = Google Analytics
“I know that the previous company that you used was charging you for a service that you weren’t actually getting and this is why I love this next feature. You see, we use Google Analytics to track all visitors to your website, where they came from, what they typed in, and which search engine they were using. So, getting these reports every week will certainly make you feel more comfortable with our company, the results your getting, and it will put you in a position to pay off your business debt, right?”
Objection = Think About It
Hot Button = Targeting Higher End Clients
Feature = Internet Usage – ROI
“So, you can clearly see that with the way consumer buying habits are heading and the increased internet usage in your area that this product will get you in front of more high end clients today. Obviously this is not something you need to think about doing for your business, right?”
Objection = Price
Hot Button = I Want To Hire Another Employee
Feature = Increase Return On Outside Marketing
“Now I know that price is a concern and that is the case with many of my clients right now. Similar to their situation, you are spending money on traditional marketing and advertising and not getting the desired results. That is why this is perfect for you! By using this program it will increase the return on the investment that you are currently getting with the traditional marketing tactics and with this increased ROI you will be in a position to hire another employee within 3 to 6 months.”
Objection = Snap Decisions
Hot Button = Wants To Go On A Vacation
Feature = Flexibility Of Google Adwords
“I know you want to make sure that you feel like this is not a snap decision and that’s why you’re gonna love this next part! I remember you telling me that you wanted to go on a vacation with you family, right? Well think about this… your budget and keywords are completely flexible. This means that you can turn up the juice and get more exposure when you need more work, turn it down when you get a job, and even pause it when you go on vacation with your family. How cool is that?”
Objection = Talk To Someone
Hot Button = Business Going under, Need More Clients!
Feature = ROI & Company Talk
“As you can see this program with undoubtedly get you more exposure, which will lead to more phone calls and eventually more clients… and I can tell you now that because of our partnerships with Google and Yahoo, our flawless reputation in the industry, and our palms up approach, you will find that the price is the best part! So, do you think that ________ would agree that this program will put you in a position to get more clients and ultimately save your business?”
Objection = Not Sold Yet
Hot Button = More Time With Family
Feature = Website Content
“Now, I’m sure that you’ve notice that a majority of your potential clients have similar questions prior to actually doing business with you, right? And having a tool where you can send your potential clients to have their questions answered before they call to schedule an appointment… can you see that saving you time and avoiding having to answer the same questions over and over again? So clearly, if you have complete content that answers these questions it will put you in a position to save time, streamline your business, and give you more time with your family, does that make sense?”
Objection = Trust
Hot Button = I Want To Beat My Competitor… Business Is War!!!
Feature = Partnership mentality
“Synergy Direct Solution has over 10 years of internet marketing experience, we are partners with Google and Yahoo and Godaddy, and we truly are a one stop shop for your internet marketing needs. You see, we take a partnership mentality with each client because our goal is to grow our client base and in order to do that our clients have to stay with us. You are only going to do that if I am getting you results, right? And after I prove it to you would you be willing to invest in other products and services that I offer? You see, this partnership mentality puts us in a position to grow our business while putting you in position to crush your competition! It is really simple, if we help enough people get what they want than we will get what we want.”
Objection = Shop Around
Hot Button = I Want To Be On The First Page Of Google
Feature = Palm Up Approach
“Let me tell you this.., there are a lot of other companies out there trying to do what we do. Some are really expensive because they only work with larger firms while others are simply going about it the wrong way. Many of these companies have a flat rate each month… normally around $200 per month. Now, keep this in mind, the program works just like I showed you where clients are paying for each click. So, you can see that if you are paying one flat fee than the less you spend on clicks the more profit goes to the company “managing” your campaign, right? So this is a conflict of interest or even a moral hazard because they would make more money if they under perform. Now with us, you only pay for the clicks that you receive and you get report directly from Google to show you the results. Now, obviously you can see why you would want to choose us for first page exposure guaranteed, rather than some of these other guys, right?”
Objection = In A Contract
Pain = Poor Customer Service & Overpromises
Feature = Company Talk
“So let me tell you a little bit about who we are and what we do. Our internet marketing experience goes back more than 10 years and to date we have hundreds of clients covering all 50 states. We take a complete partnership approach to working with each client because if we are getting you results you will stay with us for a long time. With our partnerships with Google, Yahoo, and Godaddy… our flawless reputation with the BBB, and the fact that our customer service is second to none… you are going to be glad you jumped out of the agreement with _______________ and got signed up with us!”
Objection = Not Now
Hot Button = I Want To Brand My Business As A Leader In The Industry
Feature = Exposure On 1st Page Of Google & 1st Impressions
“Oaky, so I know you are interested in branding your company so that you are seen as a leader in the industry and that’s why I recommended this product. You see, your website is already giving the right 1st impression when someone actually finds it. That is half the battle, but it’s far from over. Now, can you see by being on the 1st page of Google you are not only driving more people to that website but also increasing your brand name, exposure, and making yourself more credible just by being on the 1st page of Google? You have to look at it like this, there are millions of people looking on Google everyday, and every day that passes where you are not up there – you are losing credibility and potential life long customers. Does that make sense?”
Objection = References
Hot Button = I Want A Website That Can Change With The Business
Feature = Partnership mentality & Flawless Reputation
“Many of our clients want to be able to change their site as their company changes. This is no problem at all. You see, we actually encourage people to change their site when they have specials or promotions and we even have clients that have 2 businesses that change with the season. You see, we take a partnership approach to working with each client and their goals come first. Our job is to make sure that this works for you so that you continue to use the service and you recommend our services to other people. It is this partnership mentality and our flawless reputation that makes people feel comfortable choosing Synergy Direct Solution.”