SCENARIO 1Parent: My daughters just started school. Shed like to join yourranks.Trainer: Oh good, we need new leaders…Parent: I have no time but thanks!Trainer: Im sure youll like it fine!Parent: I said I have no time.Trainer: The training starts on Monday. Sign on the dotted line.
SCENARIO 2 Parent: My daughters just turned nine. Shed like to fly up now. Trainer: The Journey guides will tell you, the where, the when, the how. Parent: Im really rather beat. Id like to take a rest. Trainer: You dont know what youre saying, the next years are the best!
SCENARIO 3 Parent: My daughter tells me now, that day camp is the thing. Trainer: We need a dance director, and someone who can sing. Parent: I cannot dance a step. I cannot sing a song. Trainer: Well ten days in our day camp, and well prove to you youre wrong.
SCENARIO 4 Parent: My daughter thinks its time - overnights she should do. Trainer: Well, Girl Scout camp is just the place. Well go along with you. Parent: I cannot sleep on cots! It hurts my back and head. Trainer: You really neednt worry - youll never get to bed!
SCENARIO 5Parent: My daughter is now 12, Ive really had it now!Ive hiked and camped and cooked outdoors, you name it-Iknow how.Trainer: But can you really say that you havent had some fun?Do come and learn about Cadettes. Your work has just begun.Parent: My daughter is 15 now, as leader, I am through!Trainer: You cant stop now when Seniors need advisors just likeyou.
SCENARIO 6Parent: I have another girl. Now she’s in Kinder, too.Trainer: Well, arent you glad youre so well trained. You knowjust what to do!Parent: Oh, yes, indeed I know… Im quitting Scouts today.Trainer: But surely you have learned by now, you never getaway.EPILOGUE…Trainer: And then the sad occasion come. She ends her worldlycares. “Welcome,” says St. Peter, “Your Troop is over there!”
CAN-Do AttitudeDon’t let what you CANNOT do interfere with what you CAN do! ~John Wooden Notice the word “can”… it implies CHOICE. It’s not a “must.”
Prepare for the “No” Remember that the following are important in sales (and you ARE selling something to volunteers): Body language Enthusiasm Knowledge All of these must communicate interest and competence in Scouting but also interest in PEOPLE!
Objections are an OPPORTUNITY!A “no” is an opportunity to learn more about the individual and give her a chance to say “yes.”
Expect the “No” Expect the “no” and BE PREPARED! Find out the individual’s objection Acknowledge the objection Overcome the objection by offering a CHOICE that allows the person to say “yes”
Avoid the “No” The main reason someone says “no” is because he/she is asked a bad closing question such as: “So, what do you think?” “Will that work for you?” “Do you want it?” Ask better closing questions – ones that give a CHOICE! “Which is better for your schedule – Monday or Wednesday afternoon?” “Would you prefer to work with younger or older Scouts?”
Put the “No” in perspective John Adams said that during the American Revolution “we were about one-third Tories, one-third timid, and one-third true blue.” It is important to remember EVERY idea will have more people saying NO than YES until momentum or leadership determines which is the best way to proceed. Questions to consider: Is the person saying “no” to you? Is the person saying “no” to the situation? Is the person saying “no” to the timing? Why is the person saying “no”? What can you do to help him/her change his/her mind?
The GS Law and No=Yes1. Honest and Fair – Be truthful about your 6. Respect myself and others – Know your own expectations and fair in what you are limits and know the limits of your volunteers. requesting 7. Respect authority – Make sure that what you2. Friendly and Helpful – Remind the person are asking is within the guidelines of safety that you are asking her because of her and legality. positive attitude and “can-do” spirit 8. Use resources wisely – Make sure that the3. Courteous and Kind – Be respectful of the volunteer is the best fit for the job and that person’s time and be gracious even if the the job is the best fit for the volunteer. person does not commit 9. Make the world a better place – Is what you4. Courageous and Strong – Remind the are asking someone to do for you improving volunteer that it takes courage and your Troop, your community, your area, Girl determination to succeed where others have Scouting, or the world overall? If not, why not – and that you will be there to offer are you asking it? support 10. Be a sister to every Girl Scout – Remember5. Responsible for what I say and do – Honor that at one time someone asked you, and your OWN commitments and lead by you said, “YES!” so extend that same example. Do not ask of others that which courtesy to another when you ask you would not do yourself.
DO THIS… DON’T DO THAT!We’ve talked about the DOs… now let’s briefly cover the DON’Ts…
Avoid the following: Arguing with the individual Avoiding the issue Even if you’re right, you’ll lose the “sale” Example “Volunteering is a waste of time!” Ask, “Perhaps something has happened to Attacking the person have made you feel that way. Would you Separate the person from the objection and share that with me?” deal with the objection. Fighting a person’s feelings will cause Shifting responsibility negative emotions and you will lose the Think about the problem from your “sale.” CUSTOMER’S perspective Respond with a “we” (united front/stand) Assuming that you understand an unspecified and “I will fix it” word Example “I need flexibility” Making the person wrong Define the undefined Does not build rapport Does create oppositional relationships Contradicting the person Acknowledge issues Dwelling too long on an objection Acknowledge perceptions Deal with it Move on Guessing an answer Admit when you do not know the answer Offer to research it and reply
Actually PERFECT practice makes PERFECT so… LET’S PRACTICE!
4 major categories of objections • No money • No need • No hurry • No trust
I’m sure you canfind someone else to do it. Basic Objection 1
I am not interested in doing that. Basic Objection 2
I’m too busy.I can do that later. Basic Objection 3
I don’t have themoney to do that right now. Basic Objection 4