The 5-Step Method of Handling Objections
by Mike Brooks, Mr. Inside Sales
I get so many requests asking me how to handle objections, that I thought I’d go ahead and give you the secret method that I reveal in my in-person trainings – the definite way you should handle and deal with all objections.
This is a Top 20% favorite and it works because you are not answering or dealing with objections, rather, you’re qualifying and isolating first, then, once you’ve found out if it’s a real objection or a smokescreen, you’re dealing with it in the most efficient way possible.
And you’re asking for the deal when done. It’s called the 5-Step Method of Handling Objections, and once you begin using it, you’ll be amazed by how successful it is. Here’s how it works:
The Five-Step Method
Step One: (Two Parts):
1. First, hear them out – completely. Don’t interrupt!
2. Put in a softening statement before you answer:
“I complete understand how you feel.”
“Some of my best clients felt that way also.”
“I completely understand how you feel, this is a big decision, and right now I’m sure it makes sense for you to think about this.”
Step Two: Question and Isolate the Objection B-4 Answering it.
As I’ve written about before, you can’t begin chasing and answering every objection they give you! First you must question and isolate the objection to make sure it’s the REAL objection.
Example: “The Price is Too High”
“I understand __________, and let me ask you a question: Assuming that the price on these hearing aids weren’t an issue (or fit within your budget, or if someone were suddenly going to buy them for you), but if price weren’t an issue here, is this the solution you feel is right for you today?” Or, “is this something you would go ahead and order today?”
Step Three: Answer the Objection (using a scripted response!)
No secret here that I’m recommending you use a scripted response once you understand what the objection is. Either use one of the scripts you already have, or write one. No matter what, though, USE A SCRIPT!
Step Four: Confirm Your Answer:
One of the biggest mistakes 80% of sales reps make when answering objections is they don’t confirm their answers – in other words, they just keep talking! And I mean talking past the close. The Top 20% understand the danger of talking past the close (like introducing new objections), and instead, after they have used their scripted response, they confirm their answer. Use any one of the following:
“Does that answer that for you?”
“Does that make sense?”
“Have I satisfied that for you?”
Step Five: Ask For the Deal!
This might sound obvious, but you’d be amazed by how many (like 80% or more) closers don’t ask for the deal. Scripts assure that you do! And after you do ask for the order,
Shut up and Listen!
That’s the whole technique. It may sound simple, like common sense, but 80 to 90% of your competition don’t do this – and so they struggle day and day with common objections. If you want to begin handling and easily overcoming objections, then begin using the 5-Step Method today and watch your sales begin to take off!