The Secret to Handling Objections
What exactly is an “objection”? Webster’s dictionary defines “objection” as “an expression of opposition or disapproval.” But that is not always the truth. Sometimes it is a “get you off the phone” objection.
“Handling objections,” “answering objections,” “overcoming sales objections.” These terms have all been used when training sales reps how to respond to objections. Contrary to what most training programs teach about how to handle objections, sales trainer and speaker Ari Galper has a very different approach: “Diffusing Objections.” When you have two minutes, it will be worth your while to watch his videos (below) about “diffusing objections instead of overcoming.”
“Get You Off the Phone” Objection
(Scroll down to see videos)
by Ari Galper
“Forget the idea of “overcoming objections.” Doing that only triggers more resistance from prospects that’s very difficult to diffuse.
“Think about it for a moment. When prospects give a reason why they don’t want to proceed –when they “put up resistance” — you’ve been trained to “overcome” their objections rather than to diffuse their resistance by acknowledging that what they’re telling you is their truth.”
By applying the specific skills recommended by Ari Galper, you diffuse that resistance and remove the conflict from the situation. Here is his process for dealing with objections:
1. Diffuse the objection with “That’s not a problem… (Pause)”
2. Acknowledge the truth of their objection (see the sample language below).
3. Reopen the conversation with “Would you be open to…”For example, suppose a prospect says, “We already have a vendor.” The path of diffusing and reengaging would go like this:
1. “That’s not a problem…(Pause)”
2. “I wasn’t calling to replace the vendor you’re currently using.” Here, you’re addressing their suspicion that your only focus is on making the sale and on ripping out their relationship with their current vendor. You’re simply asking whether they would be open to different ideas that might help them solve a problem. This diffuses the tension.
3. “Would you be open to some different ideas that you might not be using now?” After the tension is dissolved, this lets you reopen the conversation in a natural way because they clearly understand that your goal is to help them. Then, if things are a match between you, you can decide where to go from there.
Notice the word “open” is used instead of “interested.” When the sales person asks “would you be interested . . .” The answer can easily be “no.” Instead, when this question is asked “Would you be open to . . . ” this causes the prospect to think more carefully about the question.
Excellent tips in Ari Galper’s videos about “diffusing” objections. Watch and learn:
Another video with wording to diffuse objections
Think about it for a moment. When prospects give a reason why they don’t want to proceed –when they “put up resistance” — you’ve been trained to “overcome” their objections rather than to diffuse their resistance by acknowledging that what they’re telling you is their truth.
By applying the Unlock The Game Mindset™ and skills, you diffuse that resistance and remove the conflict from the situation, just as in Aikido.
Here’s the Unlock The Game™ process for dealing with objections:
1. Diffuse the objection with “That’s not a problem… (Pause)”
2. Acknowledge the truth of their objection (see the sample language below).
3. Reopen the conversation with “Would you be open to…”
For example, suppose a prospect says, “We already have a vendor.” The path of diffusing and reengaging would go like this:
1. “That’s not a problem…(Pause)”
2. “I wasn’t calling to replace the vendor you’re currently using.” Here, you’re addressing their suspicion that your only focus is on making the sale and on ripping out their relationship with their current vendor. You’re simply asking whether they would be open to different ideas that might help them solve a problem. This diffuses the tension.
3. “Would you be open to some different ideas that you might not be using now?” After the tension is dissolved, this lets you reopen the conversation in a natural way because they clearly understand that your goal is to help them. Then, if things are a match between you, you can decide where to go from there.
About The Author
Ann Barr is a telesales marketing success coach with a passion for teaching. She loves helping people who are starting out in new telesales careers and working with experienced sales reps who are looking for new ideas and tips. In addition to presenting monthly e-classes, she writes and edits direct-mail marketing letters and emails for clients. Sign up today for Ann’s free Weekly Sales Tips and get marketing tips and ideas to increase your sales!
4 Responses to “The Secret to Handling Objections”
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Hi Ann,
To me it’s all about Intention. My intention has always been, always will be, to do what’s best for the prospect. With that in mind I never tried to counter the objection but first tried to understand it then explored it’s validity with the prospect. If their objection to buying my product was valid, I l;eft them alone. If their objection was invalid I had gained trust and respect which put me in a much better position to make a sale.
Greg
Hi Greg,
Thank you for your comment. Even if an objection seems valid, there is always a chance the objection could be an “automatic objection” or a smoke screen. Prospects may feel uncomfortable telling a sales rep the “real objection.” Sometimes it is a “get you off the phone” objection. Check out “What is the real objection” http://www.annbarrblog.com/sales-tips/handling-objections/what-is-the-real-objection/
Ann
Greetings, I like all your blogs, keep them coming.
Thank you, Katia. I’m glad you like the blogs. You will see more the next time you visit.
Ann