Framing The conversation Flashcards
What are the ways to handle objections?
Smoke screen
Objection resolution model
Feel, felt, found
Two other techniques used to connect with people
And help them come to a conclusion that they need to purchase
Spin selling
Filler formulas
Framing the conversation
Intro
Name, company, location
Reason
The reason I am calling is …
Benefits
Establish credit ability and to bring value
Close
Elicit A desired response such as setting an appointment or purchasing
Intro
Hello ———. this is Angela Timm from country financial here in Minot. How are you?
Reason
Reason for the call is I am following up with you in regards to your interest in the auto and home insurance.
Have you ever heard of country financial?
Answer YES to they have heard of country financial.
Great!
Wh at things have you heard about Country Financial?
Answer NO they’ve never heard of country financial
We are a local company, we value relationships with people, and country financial has been helping people with insurance and retirement since the 1920s.
Benefits
I meet with all of my clients on a regular basis and would like the opportunity to go over your current insurance coverages, making sure you’re getting all the discounts you deserve and that you have the correct coverages in place to fit your specific needs.
Close
Do you have any time on Thursday morning or Friday to meet with me? It would only take about 15 minutes which one works best for you?
Smoke screen Definition
A polite excuse that people use when they do not want to make a decision. Classic example is I just need to think about it. Or I’m just really busy.
Objection resolution model
Identity the four components of the model
Objection,
empathy and acknowledgment, best question,
three benefits,
close.
Getting past the smoke screen
Step one listen, evaluate and empathize.
Step two smoke screen first question
step three smoke screen second question
step four is the objection resolution model best question or core objection
Smoke screen step one
Listen, evaluate and empathize- empathy & acknowledgement
Example
I can understand that. This is a big decision.
Smoke screen step two
Step two is the Smoke screen first question
Question the validity of the objection for example what is it that you need to think about first?
Smoke screen step three
Step three is a smokescreen second question
you must question if there are any other objections or if this is the only one. Begin the process of overcoming their core objection. For example
in addition to (objection) is there anything else that might be holding you back?
Smokescreen step four
The fourth step in the smokescreen is to jump into the objection resolution model using the best question.
Feel, felt, found. Define steps
1) I understand how you must feel.
2) I have a client who felt the same way.
3) however after we move forward with this he found that…
Most common smoke screens
I just really need to think about I am just really busy and I don’t have time I want to talk with my spouse Can you call me next week? I don’t have the money right now
First smoke screen
I just really need to think about it
4 steps
Empathy acknowledgment
I completely understand it’s a really big decision.
First question
What is it that you want to think about first?
Second question
In addition to ———is there anything else?
Find out the core objection
Second smoke screen
I’m just really busy
4 steps
Empathy and acknowledgment
I completely understand most people are really busy at this time of the year.
First question
Second question
Core objection
Third smoke screen
I want to talk with my spouse
4 steps
Empathy and acknowledgment
I completely understand
First question
Second question
Core objection
Fourth Smoke screen
Can you call me sometime next week?
4 steps
Empathy and acknowledgment
I completely understand
First question
Second question
Core objection
Fifth smoke screen
I really don’t have the money right now
4 steps
Empathy and acknowledgment
I completely understand
First question
Second question
Core objection
The most common feel, felt, found
I already have an advisor I’m just really busy I already have insurance with work I already have enough insurance it seems really expensive
How to handle feel, felt, found
I already have an advisor
Fffc
How to handle feel, felt, found
I am really busy.
Did
How to handle feel felt found
I already have insurance through work.
Fffc
How to handle feel felt found
I already have enough insurance and my needs are taken care of
Ff
How to handle feel felt found
that seems really expensive
Fff
