Objections (book) Flashcards
______ is the most important discipline in sales.
Asking
You must _______ directly, assumptively, assertively, and repeatedly.
ask for what you want
When you fail to ask, you _____.
fail
The 3 keys to asking are…
Ask with confidence and assume you will get what you want
Shut up
Be prepared to deal with objections
A statement, acknowledgement, agreement, or question that gives your brain the split second it needs to gain control after hearing an objection that triggers a disruptive emotion is called a _____.
Ledge
A _____ is a memorized, automatic response that does not require you to think.
Ledge
“How so?” “Would you help me understand?” and “Interesting. Could you walk me through your concern?” are all examples of a _____.
Ledge
These are all examples of a _______.
That’s interesting. Can you tell me what this is important to you?
How so?
Would you help me understand?
Interesting. Could you walk me through your concern?
Just to be sure I understand your question, could you elaborate a little more?
It sounds like you’ve been through this before.
That’s exactly why I called.
I figured you might say that.
A lot of people feel the same way.
I get why you might feel that way.
That makes sense.
Ledge
When facing objections, it’s important to _____ (3 things).
Focus on really listening to the buyer, not debating.
Communicate that you’re trying to create value for them, not just make a sale.
Not denying their perspective and trying to convince them that their concerns aren’t valid.
What’s the natural impulse when facing an objection? (3 things)
counter the issue, concern, criticism, or hesitation.
Overcome.
Makes it adversarial
Sometimes buyers aren’t even sure ____, and _____.
What they’re thinking
Seize ups the first thing that comes to mind
Why are objections a good thing?
The objection is often the moment that offers the greatest opportunity to create value for the other person. Dealing with what most people call objections is often the point in the process when the sale really happens.
An objection is really _____.
A request for clarification.
The 4 types of objections are ______.
Prospecting objections
Red Herring objections
Micro-commitment objections
Buying commitment objections
The person _____ is always in control.
Asking the questions
4 steps of Call Agenda Framework
- Open
- Objective
- Check
- Control
Step 1 of the call agenda framework is ____. What’s an example?
Open
Example: “Thank you for meeting with me. I know how valuable your time is and appreciate the opportunity you’ve given me to learn more about you. Just to confirm, I have us down for 30 minutes. Is that still good for you?”
Step 2 of the call agenda framework is _____. It’s when you define your _____ and prime your stakeholder for _________. What’s an example?
Objective
call objective
taking the next step
Example: “What I’d like to accomplish today is to learn more about you and your organization—in particular how you currently manage compliance reporting. While I don’t know whether it makes sense for our companies to work together, I thought that might be the best place to start. Then if we find common ground, we can schedule a meeting with your IT team to take a closer look at your current data management system.”
Step 3 in the call agenda framework is _____. When you _______ the stakeholder’s agenda. Also, what should you be prepared for? What’s an example?
Check.
check the stakeholder’s agenda
Be prepared to handle a red herring.
Example: “Before we get started, is there anything you want to be sure we cover?”
Step 4 of the call agenda framework is ______. You do this by _______ and then ______.
Control
Framing the conversation’s structure.
Asking a question that gets the stakeholder talking.
Example: “If it’s okay with you, why don’t we start off with a few questions that will help me learn more about you and your unique situation? Then we can talk a little bit about our service. From there we can decide together if it makes sense to move to the next step.”
RBOs stand for ___.
Reflex responses
Brush-offs
True objections
We’re not interested We’re happy We’re all set I’m busy I’m in a meeting We handle this in house I’m driving I’m running out the door
These are all examples of what type of prospecting objection?
Reflex responses
A prospect’s rote response to a perceived pattern is a ______?
Reflex response
Best way to get past a reflex response is _______.
pattern painting
pattern painting means….
Disrupting the prospect’s expectations for how you will respond.
Call me next month
Call me later
Why don’t you send me over some information
These are all examples of what type of prospecting objection?
Brush-offs
A brush off objection in prospecting is when…
A prospect tells you to bug off nicely, when they want to avoid confrontation and let you down easy.
Why is falling for a brush off a bad thing?
Easy to be deluded into thinking you’ve accomplished something. “He must be interested because he said to call back in a month.”
More transparent and logical rebuttals to your request, typically come with a reason, are what kind of prospecting objection?
True objections
“There’s no reason to meet right now because we just hired a copywriter” is an example of a ____.
True objection
What are the 3 decision paths when dealing with a true objection?
- Turn the objection around and meet anyway.
- Shift gears and gather information (buying windows, future needs, etc)
- Move on and come back at a better time.
To master turning around RBOs, what are the 2 things you need to do?
- Identify all the potential RBOs unique to your situation
- Leverage the three-step prospecting turnaround framework to develop simple, repeatable scripts that you say without having to think—allowing you to rise above your emotions.
Why are scripts important?
In emotionally tense situations, scripts free your mind, releasing you from the burden of working about what to say and putting you in complete control of the situation.
How do you develop good scripts?
Rehearse and practice until the script sounds natural and becomes your voice.
You must practice, test your assumptions, and iterate until you hone the messages that work.