Can You Repeat That?

Friday, February 05, 2010

Can You Repeat That?

Art Sobczak:

A Simple Way to Answer Objections

Greetings!

The simplest techniques can be so effective.

I heard a call where a prospect voiced an objection, but
seemed a bit shaky in his conviction regarding what he
said. The sales rep responded, "What was that again?"

The prospect then hemmed and hawwed a bit, continued
talking, and actually admitted that he probably could go
with the caller's proposal.

Brilliant. So what happened here?

If you have a strong belief about something, chances
are you're able to explain why, with conviction.

On the other hand, if someone says something that is
not completely truthful, or something they don't believe
strongly in, they will hesitate, hem and haw or exhibit
other nervous behavior when questioned. The same is true
if they don't have reasons for their beliefs.

Likewise, some prospects may not be clear in their
expression of objections, or they might throw out some
objections as stalling techniques. To clarify the
situation, ask them to repeat, or explain their statement.

For example,

"Mr. Davis, I'm not sure I fully understood what you
just said. Will you please repeat that for me?"

"Or, "Pat, I heard what you said, but I'm not following
the reasoning. Would you mind explaining it for me?"

"I'm not following. Could you explain?"

If their objection is truly a legitimate one, their
explanation will provide you with information which will
help you address it.

If, on the other hand, they are just stalling, your
question will help to smoke out the real objection.

Either way, you win!