12. Overcoming Objections

Objections actually help build relationships. They give you the opportunity to clarify communication and truly understand what the prospects’ actual concerns really are.  In the process of offering your products/services, you often get questions or concerns before they make their decision. How you respond to those questions or concerns can help make that decision easier. 

Before we get to the actual objections and responses, let’s start with the most effective technique to use when handling an objection. It’s a technique called “Agree to a Degree”. It’s a way of using simple phrases to turn what could be if handled incorrectly, a negative confrontation into an informative positive process.

It’s crucial to understand that under no circumstances should it ever become a confrontational or argumentative situation with the customer. Your job is not to prove the customer wrong. Your job is to inform.

The 1st step in handling objections the right way is to first identify why customers give them in the first place. There are several reasons:

• The customer may not see the value.
• Customers don’t want to get talked into buying something by a salesperson.
• The customer may require more detailed information or clarity around product benefits.
• Some customers want it installed now.

Since you potentially could spend anywhere from a few days to six months to close a sale, you will more than likely get more than one objection. If it’s common enough, you may be able to address it before the customer ever brings it up. The best way to identify them is to LISTEN to your customer.

Rules for Overcoming Objections: 

1. Don’t ever try to prove the customer is wrong.
2. Never confront…always inform.
3. Always try to look at the concern through the customer’s eyes. Show empathy.

The best way to respond when you get an objection is to use the “Agree to a Degree” technique. It’s as easy as using keys phrases like:

• “I understand.”
• “You’re right.”
• “That’s great.”
• “I agree.”

These phrases let the customer know that you are on their side. Keep things positive. It’s never about getting the sale at all costs. It’s about informing the customer and letting them decide.

Example Objection: 

Objection: “Six weeks is way too long for me to wait to get this project started”
Agree: “I understand!”
Clarify: “6 weeks is a long time to wait.”
Give More Information: “We hate having to tell our customers that we are that far out for an install. The reason we are 6 weeks out is that our customers understand the quality difference that they get with Livewire Vs other custom integrators. Our testimonials and Google reviews speak to the quality and commitment to each of our customers’ projects.”
Ask Again: “I don’t want to see you lose out on the perfect solution for your home/office so let’s go ahead with the deposit and I promise to do everything I can to get your project started ASAP!
I promise that you will be glad that you did.”