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It happens that during a presentation of an offer to your client you already feel his interest and willingness to cooperate before he admits it. You are so close and feel the finalization, you think that you’ve played your ace for sure, but then… your client hesitates and suddenly starts heading for the path of refusal. Why?! It was so close. Well, a hesitation appears with objections. If you explain all of them fast and clearly, your client will change his mind and will join you on a path of positive decisions. In this article I will discuss a few solutions which can help you respond to customer concerns. You must overcome his objections.
What are the client’s doubts?
Every client is unique. Within one group everything moves fast, smooth and positive. With others you need to take some mental doing to start the sales process at all. Not every business meeting has to end successfully, but still, try to give 100% and fight to the end in order to overcome client’s objections – it can be worth it.
One of the most frequent reasons for failures during business talks are the objections and the fact that the salesman couldn’t deal with them. Look, you also could be interested in buying a car or a flat, but the closer you get to signing the contract and spending money, the more doubts appear. Then you break them and don’t regret, or… you give up and regret it. Do not let the client run away frightened by your lack of knowledge. Client doubts are just logs to be smash or bypass. It’s a way to generate leads, increase sales and even better contact with the client.
How do we overcome any objections?
It needs to be remembered that objections can appear at any point of your negotiations. At the end, in the middle, in the beginning. It doesn’t matter, you always need to fight them just as hard, because they are always just as dangerous. Remember, every skill can be trained, and if there are ways to overcome customer doubts, reach for them! This is how effective marketing and effective sales work.
1) Salesman vs Objections – Take notes and practice!
One of the first methods I want to describe to you is to write down all the objections that you can get during trade talks.Some may seem more trivial, others less so. However, never mind. Note down everything and build up ready-made, well-argued answers. When they come back, you will be ready. Note all of the effects of your arguments and work on them if you weren’t entirely satisfied with the result. Get yourself a notebook and build your set of ready answers. If there are more of you in the sales department, encourage everyone to keep such a notebook of doubts and answers, and then try to share your experiences at meetings.
There is no such thing like an universal scheme, but a proper tactic is the foundation and a great convenience. Athletes, coaches, great leaders know it, but also traders, right?
2) React, but stay calm.
Everyone has the right to have doubts, even the absurd ones. Try not to get emotional, stay calm instead. After all, you believe in yourself and your product. Your negative emotions may be transferred to your client and nothing good ever comes out of it. Anger, sadness and even premature joy are just traps of emotions that can resonate with your client. So be clear, professional and simply calm – a tone of your voice must work with you. Do not treat client’s objections personally.
3) Precise the offer and its advantages.
We are discussing here different ways to overcome customer objections. So it is worth knowing one of the biggest mistakes made by salespeople during negotiations. Well, this is a false assumption that price always stands in the way. No, it must fit the product, the market, the industry. You didn’t produce it out of thin air, so when presenting an offer you have to be precise about why it costs so much, and that’s it. If you put it right, no price will be too high. You should offer your product to someone who can afford it.
This precision and clarity is also needed when presenting the product/offer advantages. Be prepared for the conversation and try to have the advantages developed that are assigned to a certain objection. Is there an objection? Kill her with a product advantage. An example?
– CallBack24 generates more phone calls, I don’t know if my employees will want to spam people with calls.
– The advantage of CallBack24 is precisely that the man leaves you the number himself and expresses his willingness to talk. CallBack24 is therefore a tool that provides people directly interested in the company/offer. It is not a call centre, where you call blindly and annoy the recipients.
This is how a salesman could convince a customer if this doubt were to arise. If he were to sell CallBack24, an intelligent platform to support sales activities.
4) Take the side of the customer and convince him of that.
The customer must understand that your offer is to help him, just as you do. That is why you need to strive for mutual understanding, incorporate empathy and find a common language. Show also your commitment in resolving the customer’s doubts, after all, you are here to make their business perform better and improve their operations or increase sales.
Show that you play for the same team. I assure you that it pays off. The very idea of encouraging a client to present doubts can be positively seen as a desire to solve their problem. After all, at some point these doubts would arise – do not be afraid of them, face them and gain double.
5) Listen carefully and argue compellingly.
Listen carefully to all your client’s objections, because he can come back to them and it is better that he does not have to repeat himself and catch you not listening to him. If you have already defeated an objection once with the right argument, you should do it once again. You can also remind the client that you have already talked about it (“As I said before”), but be careful with that – you have to sense the client, because some may see it as your boredom caused by the need to repeat yourself. Patience is the key to a positive outcome, always.
Do you know what storytelling is? It is a kind of marketing, which advertising is based on building history. Prepare a long and short version of the same story. Do not force it, ask the client if you can tell him something, let him listen to you out of his own will and with attention. Your story cannot be an empty one, it must contain arguments capable of overcoming the customer’s objections. If you have a smart copywriter on your team, ask him for help.
6) Finish what you started – do not slow down.
Sometimes there were situations when the leader of a race was overtaken just before the finish line. He relaxed because he underestimated his opponents. Therefore, you have to keep the appropriate level of negotiation to the end. I mentioned that the client’s doubts may appear both at the beginning of the conversation and in the middle or even at the end. That’s why you should stand by to closing the deal
The final line of negotiations is a sale. You do not have to tell your client right away that you want to sell him something. First convince him that he needs something and after that give it to him. You can make use of a question of apparent choice – which option will be more convenient for you?A or B? The client will not only see that you are “for him” again, but also finalize the negotiations.
Summary.
Fear of objection is for a salesman the same thing as the player’s fear of his opponent when he goes out on the pitch. This is part of the game and you have to deal with it.
You can achieve effectiveness in overcoming client doubts only through preparation for conversation and practice. Practice sales techniques, test various marketing tools and let each of your phone calls be better.
Remember also one thing. Only those people who are not interested in the offer/product do not express their doubts. They just don’t want to waste time on you. Every other interlocutor, even those with the greatest number of doubts, has in the back of his mind that you may have something interesting to tell him. And you, even if you don’t sell anything this time, each conversation still gives you something in the field of customer service and how to increase sales.
Practice makes perfect, right? So you too, master, go and practice.
Content Marketing Specialist
