Briefly details what an objection sounds like as opposed to a question; how to handle a real objection; what to say and do.

1. Heritage Associates, Inc. Getting Past No! The Service Provider Guide How to Handle Objections, Rebuttals, Pushback and Other Forms of Client Refusal By Don McNamara CMC Delivering Sales Performance Optimization in the Real World

2. Heritage Associates, Inc. Client Focused Consultant Sales Skills Taking Fear, Uncertainty and Doubt Out of Promoting Your Consulting Services Delivering Sales Performance Optimization in the Real World

3. Heritage Associates, Inc. Client Focused Consultant Sales Skills Problems: The LOFT Principle – Lack of Formal Training Sales is a Four Letter Word! Previous experiences are not positive Consultants see selling their services as demanding and frustrating Get the door open enough – put foot in the crack Delivering Sales Performance Optimization in the Real World

5. Heritage Associates, Inc. Delivering Sales Performance Optimization in the Real World

6. Heritage Associates, Inc. Client Focused Consultant Sales Skills Solutions: Think of this as a Situational Comedy Only Need to Learn the Basics -they are: Attention, Interest, Ability to Commit, Ability to Pay Not Confuse an Objection with a Question Questions indicate Interest – Aggressive Objections shout DON’T Bother Me Pay Attention to: Tone of Voice - Body Language Delivering Sales Performance Optimization in the Real World

8. Heritage Associates, Inc. You Only Need to Remember to Use the Feel, Felt, Found Approach “ I know how you FEEL. That’s the way our clients FELT until they FOUND out we ____. “ Delivering Sales Performance Optimization in the Real World

9. Heritage Associates, Inc. You Only Need to Remember a Few Statements “ That’s what our best clients said until they saw our results.” “ That’s alright.” “ Sure, no problem.” Delivering Sales Performance Optimization in the Real World

10. Heritage Associates, Inc. Net Keep a COOL head –stay CALM and COLLECTED Don’t take rejection personally This is a rite of passage for consultants You can’t win in consulting by being the low cost provider You can win by being the best value provider They prepare ahead of time They play it like a game – win/win is what they want There is NO Silver Bullet in answering objections – Selling is not Black or White, it is Grey. Delivering Sales Performance Optimization in the Real World