OK, if you are in sales you know this or if you are thinking of going into sales you need to realise that sales objections will be part of your job. It’s like if you are a boxer you are going to get hit and you are going to get bruised. Now there are some people that will tell you that as sales people they never get objections. To them I say it’s just a matter of semantics and experience. They have been doing it long enough and have enough confidence that they no longer fear objections. Also since they have become more experienced they ask more questions to qualify their prospect and handle a lot of conditions and objections as part of their questioning at the start of a sales call. Just like a boxer gets hit less often as they become better at it.

 

OK, how is it that sales objections come up? We get objections because things are mass produced. If everything was hand made-to-order especially for one client there would be nothing to object to. As we know it’s not that simple, products and services are designed with a certain user in mind but many users have their own unique circumstances where the utility of the product is not so clear. The job of the sales person in those situations is to clarify the issue and confirm the value is there for the prospect.

 

 

So, what do we do with these objections? Do not (how not to handle an objection) would be to attack the prospect, or perhaps question their motives or abilities to see the benefit or make the decision.”Can’t you read? It runs twice as fast, How can that NOT be of benefit to your company?” Now, I know YOU wouldn’t do that, but many salespeople do just that. They argue with the prospect, “I’m smarter than you are, you dummy. Or “I know everything about this product how can you possible be questioning what I say?” I don’t (or shouldn’t) need to tell you that’s the wrong attitude to have when you are handling objections.

 

 

Aim to develop a positive attitude towards objections so that you truly welcome them. Remember, no product is perfect. You will never sell anything that doesn’t have some weaknesses that couldn’t be improved. Keep in mind that the more information the prospect has, the easier it is to make the sale. So, objections are part of the process that results in the prospect getting the information he needs to decide to buy.

 

 

Once you start discussing their objections it’s important to listen fully and ask enough questions so you really get what their concerns are. Act surprised about the objection they have raised as though you’ve never heard that before, feed the objection back to them and qualify it as a real objection.

 

Then you are in a position to answer their objection. You can answer by admitting the shortcoming of your product and shifting quickly to a strong advantage. e.g. “Yes our matrix platform adjusts only forty degrees horizontally, but it provides 50% more vertical adjustment than any other machine”.

 

For more information on overcoming sales objections go to my website.

 

In relationship selling the skill of listening is extremely important. When you are actively listening you will hone in on signs that will allow for interactive [natural] dialog [conversation]. When you actively listen you will bond [connect] with your prospect [client] [customer] and will be able to clarify [confirm] their wants [needs]. Active listening requires you to be present. No daydreaming or multi-tasking allowed.

One of the best ways to maintain attention is to take notes. Handwritten is preferred. Typing can be heard by the client and they will think you aren’t listening. Write down keywords to later jar your memory so you can provide good [excellent] follow up. Make note of your summary confirmation questions. Listening is a rare skill and people want to be heard. Make listening part of your USP, unique selling proposition. This skill will separate you from your competition [competitors].

If you don't listen you will be misinformed [ignorant] [uninformed] when it comes to your customers needs [concerns]. This becomes a waste of time for both of you and is no longer relationship selling. Never interrupt yourself but be open minded to interruptions on their part. Many small business owners are operating from home and have small children. Prepare ahead to avoid distractions on your part. Close your email, turn off instant messenger, notify colleagues or family members not to disturb you. Be ready for your meeting [appointment].

There are many things you can do to improve [better] your listening skills. Practice active listening with your spouse or children. Do not interrupt. This too can be practiced with a child. Ask open-ended questions. Take notes using keywords. Reconfirm what has been said by repeating back what you have heard. Don't be worrying about what you want to say next.

In conclusion, you can see what an important skill listening is in the relationship selling process. As an added bonus practicing these skills with your family will improve your personal relationships.