The Objection Handling Chart and Game
“I just need to think about it”.
“It’s not a good time, I will get it another time.”
“It’s too expensive.”
“I need to check with my partner.”
“I will buy it next quarter.”
“I don’t have the budget.”
Sounds familiar? Whether you are selling to people spending their own money or someone elses, all objections come down the same thing. In their eyes, mind, stomach you are receiving more in the deal than they are. You are copping more lob that the product or service is worth, you are fleecing them, taking the mick, havin a larf.
Now you may not be, and therefore whatever has gone before in the conversation has gone before. Too late that you didn’t build enough rapport, that you didn’t ask enough questions, that you didn’t discover the outcomes they would achieve with your help and the returns in saved time, increased productivity, happiness, health, cleanliness, freedom and so on.
Customers don’t change their minds. They do however make a new decision based on new information. It is up to you to handle that objection by using whatever you know about the prospect and making the service the right thing to buy this quarter.
To help with objection handling we've developed this chart.
Make The Chart then Play the Game – click this link to see the chart
Simply mark your initials in the boxes to the left and then fill in the boxes under each objection with a tick or cross.
Every time you make a tick, write down the language and methods you used to make the sale.
James can look at the board and see that Sam is good at ‘Too Expensive’ so he can ask for peer to peer training.
At the end of the day/week/month you add up the number of objections, making note of any new ones, and each person has a score set against each objection. What emerges is individual objection handling champions that become the gurus of that particular stall.
In no time at all you’ll have your team hearing an objection from a customer to which they’ll respond with a smile, “that’s my favourite objection.”
After all objections are buying signals, if I didn’t want to engage or I had already convinced myself not to buy I would have voted with my feet by leaving or with my arm by putting the phone down.
Print out our template and start measuring and overcoming your popular objections today.
And make it a game. Every objection you handle is a win for you and a win for your customer, as they are so much better off owning the things that you sell, are they not?