Hi! Welcome to Snovio!
I am Kseniia and in today`s video we will talk about sales objections
and how to handle them like a pro.
The perfect sale would be hearing “yes” from every single lead
thanks to your perfectly-tuned -lead qualification process.
But the reality is that
even sales qualified leads may express some objections and you
need to be ready for them.
While sales objections can’t be avoided, you can learn from them
and can learn how to overcome them effectively,
turning each “no” of your potential customer into a confident “yes”.
So now let’s figure out how to do it.
A sales objection is a statement or question expressed by potential customer
that indicates an obstacle or concern that prevents them from buying.
In most cases, sales reps mistakenly interpret sales objection
as a polite form of rejection and reduce their efforts in converting the prospects.
They may also immediately start defending themselves,
not even letting the prospect finish their thought.
Such reaction may harm the trustful relationship
you`ve been trying to build with your potential customer,
making them feel annoyed and neglected and it is not what you are aiming at.
Your goal is to make your prospect feel good about your product.
And what’s important to understand is that not all sales objections are 100% “no”.
As a sales rep you can and should put more effort in closing this deal.
In fact, sales experts recommend to view sales objections as an opportunity
to learn more about your prospect and provide a much more tailored solution
by creating an individual sales approach.
So how should you react to a sales objection?
Number one - listen.
Remember, a common mistake most sales reps make
is they immediately jump to respond to the objection.
Never do this and never interrupt your prospect.
Let your prospect express their concerns to the fullest.
And while your potential customer is sharing their thoughts,
listen really carefully and don't get distracted
(don't look into your agenda, your notes, your phone, whatever).
You need to show your prospect that your attention fully belongs to them
and help them feel that you really care.
Show your gratitude after listening to the objection.
Here is what it may sound like:
“Thank you for sharing your concerns.
I’d be happy to show you
how we've dealt with similar challenges our customers have had. “
Number two - understand.
Make sure you correctly understand your prospect's objection
by asking additional questions or
paraphrasing what you`ve just heard in order to avoid misinterpretation.
It’s a good way to encourage your prospect to give more details
or even voice additional underlying objections.
You need to investigate all the objections before you’re in a position to respond.
Number three - respond.
Once you are sure you've uncovered all the objections,
address the most important objection first.
If you can work through the greatest obstacle
your prospect thinks prevents them from buying,
other concerns may no longer matter as much to them.
Do your best to resolve their issue right away if it is something
you have the authority to handle.
The more effectively you can resolve their issue in real time,
the greater chance you have of moving the deal forward.
If their concern requires a bit more time to be handled,
explain to them that you need to investigate it deeper
and arrange the time to get back to them.
Number four - confirm .
Confirm that you are able to overcome the objection.
Your prospect will be happy to move the deal forward.
If you can’t confirm it, you’ll need to put in a bit more time and effort
to work through it.
At this point you need to be very attentive:
some prospects are simply never going to buy.
Sometimes it’s not an objection that’s stopping them from purchasing
and the objection is only an excuse you need to be able to identify it.
Such prospects are simply not worth your time.
It is important to remember -
sales objections are not scary monsters you need to hide from,
they are just a part of a sales process.
You should remain calm, listen, ask questions,
determine the real problem and provide the solution.
Hope these tips for handling objections help you close more deals.
Stay tuned for more detailed guides on how to work through popular objections.
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Today we're going to have a sales expert - Princess, please welcome.