I Object!

You hear people talk about objections and rebuttals in the sales world. Those are really poor terms for what really happens. People don’t object to what you’re offering them. You don’t have someone jump up and say, I object to buying salsa with my chips! That’s not what they do. Buying is not a scene of two lawyers slugging it out in the courtroom, objecting to each other’s lines of questioning. People have concerns. They are concerned that if they buy something, it’s not going to work for them. They’re concerned that they’re spending money on something that’s not going to work out, like self storage. They’re concerned that their friends might think they’re an idiot for spending the money on something goofy. They are concerned they will make a poor decision, or that you will give them a bad experience. People have concerns. So you have to figure out what concerns people have about your offering and how you can assure them that accepting your offering is a good move for them.

How you help people accept your offering is by understanding before you counter. If someone is raising a concern, allow them to tell you what their concern is. You may have heard this concern 57 times today, buy if you cut that person off thinking you know what they’re saying; they’re not going to like it. So let people finish what they have to say. Understand what they said. Try to look between the lines to understand their emotional position. Use paraphrasing to help them to explain it some more, and then assure the person that what you are offering is a good thing. That’s how it works. Understand before you counter, assure that person that their concern is not a new concern. Show them how your offering takes these concerns into account and makes everything better.

Written by Tron Jordheim, Director of the PhoneSmart Call Center

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You hear people talk about objections and rebuttals in the sales world. Those are really poor terms for what really happens. Customers don’t object to what you’re offering them. You don’t have someone jump up and say, I object to buying salsa with my chips! That’s not what they do. Buying is not a scene of two lawyers slugging it out in the courtroom, objecting to each other’s lines of questioning. People have concerns. They are concerned that if they buy something, it’s not going to work for them. They’re concerned that they’re spending money on something that’s not going to work out. They’re concerned that their friends might think they’re an idiot for spending the money on something goofy. They are concerned they will make a poor decision, or that you will give them a bad experience. People have concerns. So you have to figure out what concerns people have about your offering and how you can assure them that accepting your offering is a good move for them.

How you help people accept your offering is by understanding before you counter. If someone is raising a concern, allow them to tell you what their concern is. You may have heard this concern 57 times today, buy if you cut that person off thinking you know what they’re saying, they’re not going to like it. So let people finish what they have to say. Understand what they said. Try to look between the lines to understand their emotional position. Use paraphrasing to help them to explain it some more, and then assure the person that what you are offering is a good thing. That’s how it works. Understand before you counter. Assure that person that their concern is not a new concern. Show them how your offering takes these concerns into account and makes everything better.

Written by Tron Jordheim

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Disclamer: This entry is intended to promote our partner StorageMart and some or all participants received compensation.

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