best thread of the year.

FORMULATINGOBJECTION HANDLING STATEMENTS AND CLOSES

Hereare the components of every good rebuttal to any objection:

• I UNDERSTAND HOW YOU FEEL ( KNOWING IS SYMPATHIZING, UNDERSTANDING IS EMPATHIZING) Another way of saying this is THAT IS A VALID CONCERN

• MANY OF OUR CLIENTS HAVE FELT THE SAME WAY (LETS THEM FEEL VALIDATED) Another way of saying this is IN FACT IT IS A COMMONLY HELD BELIEVE

• WHAT THEY FOUND WAS (BEGINS THE HANDLING PROCESS) Another way of saying this is WHILE THAT WAS THE CASE IN THE PAST, WITH CURRENT TECHNOLOGY THAT PROBLEM HAS BEEN ELIMINATED

• FACT (BOLD STATEMENT THAT SUMMARIZES WHAT FOLLOWS)

• FEATURE (WHAT PART OF YOUR PROCESS MAKES THAT TRUE)

• BENEFIT (WHAT BENEFIT THE PROSPECT DERIVES FROM THAT FEATURE)

• YOU CAN SEE WHY THAT IS SO IMPORTANT TO YOU AND YOUR FAMILY? (ACKNOWLEDGES AN AGREEMENT THAT OBJECTION WAS PROPERLY HANDLED) Another way to say this is THE INDUSTRY REALLY HAS TAKEN GREAT LEAPS FORWARD, HASN'T IT?

OPEN ENDED QUESTION FORCLOSE (EXAMPLE: HOW DO YOU SPELL YOUR LAST NAME?)

Record your calls for afew days. Make notes of every objection you receive. Dissect eachone and apply this formula to it. Short, sweet to the point,construct your rebuttal in writing and refer to it whenever theobjection is thrown at you.

Expect to have theopportunity to present an average of five well constructed objectionhandlers per call before you ring up a sale or have determined thisis a “no sale” situation. This axiom is important to remember –NO is a request for more information. Don't be afraid of revisingyour rebuttals and test the results.  Nobody is perfect.

If someone gives you anobjection in which they claim to have hardwood or tile & groutfloors do not go into some story about how that is bad for the healthof the family members. Be positive and say:

That'sSUPER. We do care for both wood and stone or ceramic tile floors sowhile this special may not apply to you we do have specials thatmight appeal to you from time to time. Let me follow up with youwhen we are running that kind of special. Would that be ok? (THENMAKE A POINT OF GETTING THEIR CONTACT INFORMATION AND KEEP A RECORDOF THE DATE AND TIME – THEIR INVITATION TO CALL GETS AROUND THEPOSSIBILITY THAT THEY MAY ADD THEMSELVES TO THE FEDERAL DO-NOT-CALLLISTING NORMALLY PROHIBITING REPEAT CALLS AND YOU CAN CALL THEM FORTHE NEXT 18 MONTHS WITHOUT VIOLATING THE LAW)

Make a point of callingthem in two weeks, reminding them of your conversation and youcommitment to follow up and present the valuable special.

Never say “I know”because you don't. Say “I understand” because your experienceteaches you that this is a common misconception they are stating toyou.

IF YOU DON'T KNOW HOW TO GET SALES WHAT YOU KNOW ABOUT CARPET CLEANING AND $4.00 GETS YOU A LATTE.  IT IS MORE IMPORTANT TO LEARN MARKETING AND SALESMANSHIP THAT HOW TO DO THAT ODDBALL STAIN ON SOME RARELY SOLD CARPET.  THIS BUSINESS IS 85% PEOPLE KNOWLEDGE AND 15% TRADE KNOWLEDGE.  THE MAJORITY OF THE PEOPLE WHO HAVE TAKEN THIS SAME PATH BEFORE YOU FAILED FOR ONE SIMPLE REASON - THEY HAD THE REQUIRED PERCENTAGES OF KNOWLEDGE SWITCHED AROUND.

• Put the customer in a position of saying YES to the validity of your revelation and how that could be important or beneficial to them
• Since saying NO is difficult after saying YES - close NOW with a request for information or a confirmation of existing information like name, address, size of home, date - ASSUME THE SALE IS MADE