How To Handle Customer Objections: Killer Process To Overcome Obstacles! @tentononline.com

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Transcription

Most new business owners and new sales people fear customer objections. Rather than being faced with what might seem like a confrontation or a difficult and maybe awkward situation, most newbies would rather just have quick, easy sales instead...no questions asked!

Well wouldn't that be nice! But in the real world, potential customers often bring up issues or questions about our products and services. When humming and hawing over making a buying decision, potential customers often poke, prod, raise issues, and bring up potential problems they'd have with the product or service.

All of these are referred to as "objections"...and objections are again something that newbies often want to avoid, downplay, or even ignore.

And that's a big mistake...and it starts with not really understanding what an objection really, truly is.

Imagine you're standing face-to-face with a customer, as he's rubbing his chin and thinking about your product...and he starts in with objections..."Does it come in blue?" "Can I also use this to...[handle some other task?]" "What sort of mileage / energy consumption / wear and tear / etc does it require?"

...and a bazillion other questions. While most business owners and sales people freeze up...you won't because you're gonna do two things:

1) You're gonna understand what an objection really, truly is: An objection is a potential customer looking for a reason or an excuse to NOT buy. But they're interested...which is why they're still here, talking to you and asking you questions.

Really, they want more information about the product or service before they commit to buying. Their objections are like roadblocks or barriers that are preventing them from buying right now.

So if you can reasonably and intelligently remove those barriers -- that is, thoughtfully answer their questions and put their concerns at ease -- then that helps clear the way for them to make a better buying decision for themselves.

So really, when a potential customer brings up an objection, really what they're saying is, "I'm interested. But what about this issue? Tell me more." Be there to guide them, help them, and educate them.

Now I said that you were gonna do two things, remember? In addition to understanding what objections really are, here's the second thing you're gonna do:

2) Bring up objections before the potential customer does. In other words, plan ahead and anticipate what issues, problems, or questions they might have about your product or service might be.

Prepare ahead of time..."And you might be wondering if this comes in blue"..."You might be concerned about...[whatever]" -- you get the idea.

This is very powerful and implies to your potential customer that you understand their concerns and where they're coming from...that you're literally taking thoughts and concerns out of their head and bringing them up before they've even thought of them.

Admittedly, being able to do this comes with experience and time and sometimes some research, but if you're already a member of the audience you're serving -- which you should be! -- then you'll already have a pretty solid handle on issues and problems potential customers might bring up.

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