Objection Handling Flashcards
What are the 6 main objections someone will give you for not getting involved/invested into you?
What are the 2 main “reasons” for them to bailout on a call?
- Lack of Time (“I don’t have enough time to get myself and involved in anything more”)
- Money. “too much/expensive” or they actually can’t financially afford it.
- Lack of Clarity
- Belief in the product/service
- Belief in you
- Belief in themselves
2 Bailout Objections:
- Decision-Makers (“I need to talk to my spouse”)
- Not in the position to process payment.
What is the ideal way to handle objections?
You generally want to handle objections by not combatting them but preventing them. If you can’t prevent them, the next best way is by putting their words back in their mouth.
Understanding them and their WHY will give you a huge advantage going into the close because almost every real objection they can have, you can just say “well steve, you just told me earlier on this call that you’re the only person needed to make a decision like that… so what is it really that’s holding you back?”
If you haven’t understood them yet really, sometimes you’ll need to be able to reach into your rebuttal toolbox.
From the Main 6 Objections:
How do we deal with the Time objection?
Ideal way: Leverage what they already told you why it’s a good time now.
If you don’t have that info:
Say:
“John how many years have you been in business”
“15 years”
“Honestly, Has there ever been a great time?”
“you’re right”
“Now that’s partially due to not having someone like me to handle the marketing or growth properly… someone who can buy let you get some hours and time of your life back so you can focus your energy on stuff more important without sacrificing any growth to your company… now let’s do this John.”
OR
you can ask them about how they see their future in their company… and then get into the value of how important it is to have someone that can help them do what they do best so they can focus on what they’re good at and get them to that point in their business… they can buy back some of their time and energy to focus on shit that they should be focusing on.
What do you do when someone gives an objection when they have no idea about the topic or what you’re offering (such as a receptionist)?
You’ll ignore the objection and pretend like they never said it and just move on lol. They’re just being fucking lame.
From the Main 6 Objections:
How do we deal with the Money objection?
Probing/Digging Questions
“Do you see how the math adds up though. Does that make sense to you?”
“What is it about the price exactly that you’re trying to wrap your head around?”
From the Main 6 Objections:
How do we deal with the lack of Clarity objection?
This is more about communicating with them and understanding where they’re at and knowing where they want to go and understanding their past experiences. It’s also about understanding their WHY.
“Can you clarify… “
“Let me ask you this… what are your plans for the business? … Do you want to be the sole practicing dentist or do you want to have a team of dentists under you and you more manage everyone and run the business?”
From the Main 6 Objections:
How do we deal with their lack of trust/belief in the product/service objection?
Without case-study:
Reference what competitors/other practices are doing to get ahead, 3rd Party-data or stats, and strategies that have worked for marketing friends of mine for their clients.
With case-study:
Show more of the results and how it worked for them. Tell stories. Storytime.
From the Main 6 Objections:
How do we deal with their lack of trust/belief in You objection?
Without case-study and past clients:
Tell them that you’re just starting out and that even though you don’t have any past clients yet, you’ll be my first and my first success story. Tell them the benefits of having someone who doesn’t have all these other clients to manage and can spend all his time on one client and make sure that that one client sees huge success. I will work my butt off to make sure that you do well and tell them the reason why I will. Tell them because I need you to work out, as soon as they work out, I can advertise that win to others and really skyrocket my success by letting my results speak for themselves… and tell them if they want to cancel or get a refund in the first month they can.. past that, all I ask is that you give me a 30-day notice if you want to cancel… da da da da
With case-study:
Show more of the results and how it worked for them. Tell stories. Storytime. If you still don’t have a lot of clients, tell them that. Tell them the huge benefits of that.
From the Main 6 Objections:
How do we deal with their lack of trust/belief in themselves objection?
We bring up past client successes.
We bring up our phone support/close communication with your you and your office manager and anyone else that should be involved so there’s little chance it won’t work.
Formula to deal with real/honest/empathetic objections… not as much for purposeful smokescreens. (think looping)
Step 1 - Acknowledge
- (“I understand”, empathize with them, feel-felt-found, relate to them)
Step 2 - The Dig (asking questions/probing)
Step 3 - Isolate (isolate the objection)
Step 4 - Overcome Tricks (new information, humble pie, alternate truth, guilt to death)
Step 5 - What’s life like with New Info.
Step 6 - Ask for the sale
Ways to ask WHY…
"Why" "Why is that important to you" "Tell me more" "Tell me more about that" "Can you clarify..." "Can you clarify what you just said" "Can you expand on that" "Help me understand...." "So I can better understand.../ and serve you..." "How does that impact you/..."
“Why are you asking me so many questions?”
I want to better understand you and your company’s situation so I can better help serve you. I know it might seem a little annoying or like it’s too much…. we don’t have to do this, but it will help me better serve you and also I care about you and the people in your business… I like to make business more than just transactional and I’d like to really know who I’m talking to… and I think it’ll help better serve you. Is that okay with you.”
“I can’t afford it”
“If this was an emergency, what would you do to come up with the money?” - flip it on them.
Then say:
“John how much money do you think you lost last year as a result of not advertising?”
“Give me a number, how much?”
“Is it fair to say that that’s an emergency, losing x grand?”
“So what should we do from here?”
“I have to talk to my spouse”
Considering it’s a real objection…
“Well, John what do you think they’re going to say?”
and if further concern, “What do you think they’re going to be worried about or hesitant about?”
This is a way to answer their objections without having the other person actually have to be upfront about what bothers them. They will portray themselves and their concerns through their spouse.
“What if it doesn’t work”
‘What if it does work?” - flip it on them.
