Objection handling

Question 1

Meanings technique

Answer 1

“What would it mean to you if…”

Question 2

Objection: “I don’t think that’s possible!”

(Motive control question)

Answer 2

“So, you wish this will work for you, too? Is that what you wish for?”

Question 3

Where do you currently go for HR documentation, such as Contracts of Employment, Workplace Policies?

“I just google it.”

Answer 3

I would be careful to ensure the documentation is actually legally compliant with current Workplace Law, and not just a document that looks and sounds good.

Question 4

Objection-pretext technique

Answer 4

“Are there, apart from that you say xxx, any other reasons which let you hesitate to…?”

Question 5

Where do you currently go for advice around HR related questions?

“I rely on my Chamber membership.”

Answer 5

That’s great, but is the advice unlimited and available 24/7/365?

Question 6

Where do you currently go for HR documentation, such as Contracts of Employment, Workplace Policies?

“I go to my friend with that.”

Answer 6

How long till you wear out the welcome? Are they going to be happy to keep the documentation updated for you on an ongoing basis, or will this test the friendship do you think, particularly if you are getting the service for free? Would you prefer to keep friends and family out of it?

Question 7

Where do you currently go for advice around HR related questions?

“I go to my friend/relative…”

Answer 7

How long till you wear out the welcome?

Would you prefer not to have to rely on friends or family, so that you put a divide between your professional and personal life?

Question 8

How long has it been since you have had a Lawyer review your current Workplace Practices & Documentation, Awards, Payments, Employment Contracts, Policies and Employment Claims?

“We have never done it before!”

Answer 8

You may be running the risk that some or all of your processes, documentation, and policies are out of date (i.e. not up to date with current National Employment standards meaning as a business you might not be meeting your obligations under the Fair Work System).

Question 9

Value increase technique

Answer 9

“In general, in the long term, what is way way way more important than xxx? What is more important?”

Question 10

Emotions technique

Answer 10

“And that makes you happy/angry/sad…”

Question 11

Where do you currently go for HR documentation, such as Contracts of Employment, Workplace Policies?

“HR Advance/Workforce Guardian.”

Answer 11

That is great if you know what you need and have the time to create them, but it is a bit of an onerous task for a non-Lawyer or non-HR practitioner to know what documents to implement for their business out of systems with over 200 templates on them.

Question 12

Surprise technique

Answer 12

“See, exactly that’s why I’m calling you today: (bring some value)! Do you want…”

Question 13

Role reversal technique

Answer 13

“Just imagine you were standing in my shoes and were trying to have a conversation/get an appointment: how would you go about getting it?”

Question 14

Explanations technique

Answer 14

“So, how do you explain yourself, that…”

“What do you want me to show you, that…”

“Why would you recognise that…”

Question 15

Where do you currently go for advice around HR related questions?

“I go to my accountant.”

Answer 15

Are they legally trained to provide accurate advice?

Question 16

Where do you currently go for HR documentation, such as Contracts of Employment, Workplace Policies?

“I go to my relative with that.”

Answer 16

Would you prefer not to have to rely on family, so that you put a divide between your professional and personal life? If the document provided by the relative was to be disputed in a Court Of Law, how will this impact the family relationship?

Question 17

Where do you currently go for HR documentation, such as Contracts of Employment, Workplace Policies?

“I go to my accountant.”

Answer 17

They are not necessarily Lawyers, but some might like to think they are, so it depends on where they are getting the documentation from that they are providing you, ………and how comfortable you are that it will hold up in a Court of Law, if it gets challenged.

Question 18

Hand auf’s Herz! (Synonyms)

Answer 18

Be honest!

honestly

with all one’s heart

word of honour!

Question 19

Do you have EPL Insurance in place?

“Our Workers Compensation covers this.”

Answer 19

As a rule of thumb, Workers’ Compensation covers physical illnesses and injuries, and EPLI protects your business if a claim filed is related to a violation of employee’s rights. With EPLI coverage, legal defence costs and judgments are covered, up to policy limits.

Question 20

Wishing technique

Answer 20

“So, it’s important to you that…”

“So, for you it’s crucial that…”

“You value…”

“So, it’s essential for you that…”

“So, it’s vital for you…”

Question 21

How long has it been since you have had a Lawyer review your current Workplace Practices & Documentation, Awards, Payments, Employment Contracts, Policies and Employment Claims?

“Within the less two years.”

Answer 21

Does the Lawyer you utilise specialise in Workplace Practices Law, and what exactly did they review for you? Did they provide recommendations for change around your current Workplace Practices & Documentation, Awards, Payments, Employment Contracts, Policies and Employment Claims?

Question 22

Where do you currently go for HR documentation, such as Contracts of Employment, Workplace Policies?

“I go to my lawyer.”

Answer 22

Do they specialise in Workplace Practices Law?

How much does it cost?

Are they charging you by the hour?

How often to they revisit the documents provided for on-going legal compliance (with legislation forever changing in the courts that impacts on policies and procedures that businesses have in place)?

Question 23

Where do you currently go for HR documentation, such as Contracts of Employment, Workplace Policies?

“I consult Fair Work.”

Answer 23

It is great if you know what you are looking for on the Fair Work website, and where to find it, ………..but are Fair Work keeping the documents updated for you on an ongoing basis to reflect changes in legislation, or do you need to remember to re-visit this yourself?

Question 24

Why would I need EPL? (11)

Answer 24

• to protect your business
• A employees are people, people have emotions and individual personalities and cultures.
• Disputes are often triggered by feelings from the actions of another employee.
• Management is unable to watch every employee constantly. (esp out of office)
• Resolving disputes can be expensive for employers.
• Workplace disputes are like family disputes.
• Do you really want to have to deal directly with a person, you just sacked? A person who is upset, sobbing, angry, making threats… and they are suing you.
• Have you noticed that there are lots of lawyers and unions out there defending the rights of the worker?
• Who is going to look after you in a dispute?
• Do you really want to go toe to toe with the union yourself?
• Did you know that even if you “win” a workplace dispute you won’t recover your costs?

Question 25

How long has it been since you have had a Lawyer review your current Workplace Practices & Documentation, Awards, Payments, Employment Contracts, Policies and Employment Claims?

“It’s been many years.”

Answer 25

Legislation is forever changing in the Courts which impacts on Workplace Practices and documentation that businesses have in place, ………….so how do you know if you haven’t had a Legal review, how you are positioned as a business from a legal compliance viewpoint?

Question 26

Where do you currently go for advice around HR related questions?

“I go to my lawyer”

Answer 26

Do they specialise in Workplace Practices Law?

Question 27

Where do you currently go for HR documentation, such as Contracts of Employment, Workplace Policies?

“I do it myself.”

Answer 27

How do you know what you need? Are you confident that these are up to date with current legislation? Have you had a Lawyer review your documentation to make sure it is legally compliant?

Question 28

Do you have EPL Insurance in place?

“No.”

Answer 28

How are you protected in the event of a Workplace claim such as Wrongful Dismissal, Harassment, Breach of Contract, and Discrimination? Have you had any past HR related claims of this nature against your business, how much did they cost?

Question 29

Catastrophy technique

Answer 29

“Looking at the worst case scenario, what is the worst thing that could happen, if…”

Question 30

Where do you currently go for advice around HR related questions?

“I go to Fair Work.”

Answer 30

How long are you on-hold before you get to speak to someone?

Question 31

Do you have EPL Insurance in place? (6)

“Yes.”

Answer 31

How much do you pay for this?

Is there any excess?

Do the panel lawyers provided by your current Insurer specialise in Workplace Relations Law?

Do the panel lawyers know your business?

Does the Insurer also provide all the backend documentation, policies, procedures, Award coverage, compliance auditing/reporting to reduce the risk of a claim eventuating in the first place, or is this something that they don’t provide?

Does the policy cover you retroactively?

Question 32

Imaginations technique

Answer 32

“Well, you have probably met/talked to a sales consultant before, right? Back then, what were the reasons, that you agreed to the meeting/conversation?”

Question 33

Where do you currently go for advice around HR related questions?

“I just google it up.”

Answer 33

How trusted is Google as an information source?

Question 34

Bridging technique (for very strong objections)

Answer 34

“Well, you just say that, because (insert strong objection).”

“You just say that, because you do not trust me a 100%, right?”

“You just say that, because you want to get rid of me, right!”

Question 35

Gatekeeper: Getting the name of the decisionmaker

Answer 35

“Margaret, I have a short question, which you can probably answer very easily: What is the name of your HR Manager?

OR

“I need your help please: Who is the HR Manager at your company?

Question 36

Gatekeeper: You want the decisionmaker, but you don’t know which business function he is in charge of.

Answer 36

“Margaret, I have a small question for you, which you can probably answer easily: Who decides about HR related matters in your company?

OR

“I need your help please: Who decides about HR related matters in you company/”

Question 37

Gatekeeper: How to find out the first name of a decisionmaker, his secretary and her name and get his number?

Answer 37

“Ah, is that John Smith?” (choose a random first name)

[No, it’s Grant, Grant Smith is his name.]

“Does he have a secretary/PA? What is the lady’s name?”

“In case he isn’t in, how can I reach him directly?”

OR

“In case, that the connection drops, how can I reach him directly again?”

“Thank you very much, please be so kind and put me through now.”

Question 38

Gatekeeper: In general, asking to be put through.

Answer 38

“Good morning, Mrs PA my name is

“Morning! Is John Fields already in today?”

OR

“Margaret, small question: Is John Fields already in today?”

(in today, still in, back from lunch break)

[Yes.]

“In that case, please put me through and tell him it’s Sarah Connor from the NSWBC. Thank you.”

[No.]

“I already thought so. When is he going to be available for a 5 minute phone call with regards to …”