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![Disarm and Educate
[Not selling] I understand. And I want you to know, I
am not reaching out to you to try to sign you up or sell
you anything.
[Sales process] More so, we are just looking to open
the dialogue between our two companies and have an
initial conversation.
[Sales takeaway] I don’t even know if you fit well with
what we provide or not.](https://image.slidesharecdn.com/dealingwithobjections-200507121831/75/Chapter-21-Dealing-with-Objections-The-SMART-Sales-System-8-2048.jpg)
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Chapter 21 - Dealing with Objections (The SMART Sales System)
This document provides guidance on handling objections in sales calls. It discusses common objections prospects may have such as not having time or being uninterested. It recommends deflecting objections by asking questions, understanding the prospect's perspective, and focusing on value rather than selling. The options for handling objections are to comply, overcome the objection, or deflect it. Reflecting on calls and improving responses to anticipated objections is important. The overall goal is to keep the conversation moving forward in a non-salesy manner.
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Chapter 21 - Dealing with Objections (The SMART Sales System)
- 1. Chapter 21 –Dealing with Objections
- 2. • I donot have time right now. • What is this in regards to? • Is this a sales call? • I am not interested. • We do not have budget/money right now. • We already use somebody for that. • We are not looking to make any changes right now. • Just send me your information. • Call me back in X months.
- 3. Core Concepts 3 ObjectionHandling Options Objection Responses
- 4. Goal is toKeeping the Conversation Going
- 5. Understand the Prospect Theywant to get rid of you They think you are a salesperson They don’t want to be sold to They think they do not need what you are selling They are not in “buying mode”
- 6. Do Not SoundLike a Salesperson Trying to Sell Something
- 7. Initial Contact Meeting Presentation Don’t Sellthe Product, Sell the Meeting
- 8. Disarm and Educate [Notselling] I understand. And I want you to know, I am not reaching out to you to try to sign you up or sell you anything. [Sales process] More so, we are just looking to open the dialogue between our two companies and have an initial conversation. [Sales takeaway] I don’t even know if you fit well with what we provide or not.
- 9. Core Concepts 3 ObjectionHandling Options Objection Responses
- 10. Option 1 -Comply
- 11. Option 2 -Overcome
- 12. Option 3 –Deflect the Objection
- 13. Objection Handling Options Option1 – Comply Option 2 – Overcome Option 3 - Deflect
- 14. Core Concepts 3 ObjectionHandling Options Objection Responses
- 15. Product • Web DesignServices Features • Build new websites • Website changes • Search engine optimization • Graphic design Product
- 16. Value Points • Improvethe design, traffic, and conversion rates for their website • Improve website conversion rates • Increase website traffic • Improve search engine optimization (SEO) • Generate more leads through their website • Increase the amount of revenue that they are able to generate through their website Product • Web Design Services Features • Build new websites • Website changes • Search engine optimization • Graphic design Product Value
- 17. Value Points • Improvethe design, traffic, and conversion rates for their website • Improve website conversion rates • Increase website traffic • Improve search engine optimization (SEO) • Generate more leads through their website • Increase the amount of revenue that they are able to generate through their website Product Value Pain Pain Points • Website is not performing and producing the type of results that are needed • Website conversion rate could be better • Need to find a way to increase website traffic • There is not enough traffic coming to the website through organic SEO (search engine optimization) • It can be difficult to get the website to generate enough leads • It can be difficult to find ways to get more revenue out of web traffic
- 18. Pain Points • Websiteis not performing and producing the type of results that are needed • Website conversion rate could be better • Need to find a way to increase website traffic • There is not enough traffic coming to the website through organic SEO (search engine optimization) • It can be difficult to get the website to generate enough leads • It can be difficult to find ways to get more revenue out of web traffic Product Value Pain Pain Questions Pain Questions • How do you feel about the current design and layout of your website? • How important is it for you to improve your website conversion rates? • How much of a priority is it for you to increase your website traffic? • How well is your website doing with being found through search engines? • How important is it for you to get more leads through your website? • How motivated are you to find new ways to get more revenue out of your website traffic?
- 19.
- 20. Deflect to SalesProcess Oh, OK. I can be very brief or I can call you back at another time. Which would work better for you? OR Oh, OK. When is the best time for me to call you back? I am busy right now.
- 21. What is thisin regards to? Deflect to Value Points Well, the purpose for my call is that we businesses to: • Improve the design, traffic, and conversion rates for their website • Improve website conversion rates • Increase website traffic • Improve search engine optimization (SEO) • Generate more leads through their website • Increase the amount of revenue that they are able to generate through their website
- 22. Is this asales call? Deflect to Value Points Well, the purpose for my call is that we businesses to: • Improve the design, traffic, and conversion rates for their website • Improve website conversion rates • Increase website traffic • Improve search engine optimization (SEO) • Generate more leads through their website • Increase the amount of revenue that they are able to generate through their website
- 23. I am notinterested. Deflect to Pain Questions I understand. If I could ask you real quick: • How do you feel about the current design and layout of your website? • How important is it for you to improve your website conversion rates? • How much of a priority is it for you to increase your website traffic? • How well is your website doing with being found through search engines? • How important is it for you to get more leads through your website? • How motivated are you to find new ways to get more revenue out of your website traffic?
- 24. I am notinterested. Deflect to Pain Points I understand. When I talk with other businesses, they often have challenges with: • Website is not performing and producing the type of results that are needed • Website conversion rate could be better • Need to find a way to increase website traffic • There is not enough traffic coming to the website through organic SEO • It can be difficult to get the website to generate enough leads • It can be difficult to find ways to get more revenue out of web traffic Are you concerned about any of those areas?
- 25. Just send meyour information. Deflect to Pain Questions I can certainly do that. So that I know what best to send to you, can I ask you real quick. • How do you feel about the current design and layout of your website? • How important is it for you to improve your website conversion rates? • How much of a priority is it for you to increase your website traffic? • How well is your website doing with being found through search engines? • How important is it for you to get more leads through your website? • How motivated are you to find new ways to get more revenue out of your website traffic?
- 26. Just send meyour information. Deflect to Current Environment Questions I can certainly do that. So that I know what best to send to you, can I ask you real quick. • Who are you currently using today? • How long have you been with them? • How is everything going? • What are some things you like about what they provide? • What are some things that you think could be better? • If you could change one thing about their product/service, what would it be? • When was the last time you considered other options in this area? • (Sizing Question) How many _____ do you currently have? • Are you the right person to discuss this area with?
- 27. Just send meyour information. (late in a call) Deflect to Sales Process Sure, I definitely can. Actually, there is a lot of information that I can send over to you. If you have some questions about anything, it might be easier and quicker to have a brief conversation with over the phone on another day instead of me sending over a bunch of information.
- 28. We already usesomeone for that. Deflect to Current Environment Questions Oh, great. • Who are you currently using today? • How long have you been with them? • How is everything going? • What are some things you like about what they provide? • What are some things that you think could be better? • If you could change one thing about their product/service, what would it be? • When was the last time you considered other options in this area? • (Sizing Question) How many _____ do you currently have? • Are you the right person to discuss this area with?
- 29. We already usesomeone for that. Deflect to Pain Questions Oh, great. • How do you feel about the current design and layout of your website? • How important is it for you to improve your website conversion rates? • How much of a priority is it for you to increase your website traffic? • How well is your website doing with being found through search engines? • How important is it for you to get more leads through your website? • How motivated are you to find new ways to get more revenue out of your website traffic?
- 30. We already usesomeone for that. Deflect to Pain Points I understand. When I talk with other businesses, they often have challenges with: • Website is not performing and producing the type of results that are needed • Website conversion rate could be better • Need to find a way to increase website traffic • There is not enough traffic coming to the website through organic SEO • It can be difficult to get the website to generate enough leads • It can be difficult to find ways to get more revenue out of web traffic Are you concerned about any of those areas?
- 31. We do nothave budget/money to spend right now. Deflect to Sales Process I understand. And I want you to know that I am not reaching out to you to try to sign you up or sell you anything. More so, we are just looking to open the dialogue between our two companies and have an initial conversation. We would like to learn a little more about you and possibly share some information about us. That way, when you begin your budget planning or when your budget opens back up, you can know who we are and how we can help. Are you open to having a brief conversation at some point? It does not have to be this week or next, we are not going anywhere.
- 32. We do nothave budget/money to spend right now. Deflect to Pain Questions I understand. If I could ask you real quick: • How do you feel about the current design and layout of your website? • How important is it for you to improve your website conversion rates? • How much of a priority is it for you to increase your website traffic? • How well is your website doing with being found through search engines? • How important is it for you to get more leads through your website? • How motivated are you to find new ways to get more revenue out of your website traffic?
- 33. We do nothave budget/money to spend right now. Deflect to Pain Points I understand. When I talk with other businesses, they often have challenges with: • Website is not performing and producing the type of results that are needed • Website conversion rate could be better • Need to find a way to increase website traffic • There is not enough traffic coming to the website through organic SEO • It can be difficult to get the website to generate enough leads • It can be difficult to find ways to get more revenue out of web traffic Are you concerned about any of those areas?
- 34. We are notlooking to make any changes right now. Deflect to Pain Questions I understand. If I could ask you real quick: • How do you feel about the current design and layout of your website? • How important is it for you to improve your website conversion rates? • How much of a priority is it for you to increase your website traffic? • How well is your website doing with being found through search engines? • How important is it for you to get more leads through your website? • How motivated are you to find new ways to get more revenue out of your website traffic?
- 35. We are notlooking to make any changes right now. Deflect to Pain Points I understand. When I talk with other businesses, they often have challenges with: • Website is not performing and producing the type of results that are needed • Website conversion rate could be better • Need to find a way to increase website traffic • There is not enough traffic coming to the website through organic SEO • It can be difficult to get the website to generate enough leads • It can be difficult to find ways to get more revenue out of web traffic Are you concerned about any of those areas?
- 36. We are notlooking to make any changes right now. Deflect to Sales Process I understand. And I want you to know, I am not reaching out to you to try to sign you up or sell you anything. More so, we are just looking to open the dialogue between our two companies and have an initial conversation. We would like to learn a little more about you and possibly share some information about us if it makes sense. That way, when you ready to look closer at this, you can know who we are and how we can help. Are you open to having a brief conversation at some point? It does not have to be this week or next, we are not going anywhere.
- 37. Call me backin X months. Deflect to Sales Process I can certainly do that. But I want you to know that I am not reaching out to you to try to sign you up or sell you anything. More so, we are just looking to open the dialogue between our two companies and have an initial conversation. We would like to learn a little more about you and possibly share some information about us. That way, when you ready to look closer at this, you can know who we are and how we can help. Are you open to having a brief conversation at some point? It does not have to be this week or next, we are not going anywhere.
- 38. Call me backin X months. Deflect to Pain Points I can certainly do that. When I talk with other businesses, they often have challenges with: • Website is not performing and producing the type of results that are needed • Website conversion rate could be better • Need to find a way to increase website traffic • There is not enough traffic coming to the website through organic SEO • It can be difficult to get the website to generate enough leads • It can be difficult to find ways to get more revenue out of web traffic Are you concerned about any of those areas?
- 39. Value Statement Pre-Qualifying Questions CommonPain Examples Company and Product Info Introduction Close Call Script
- 40. Overcome Responses Step 1– Get to the root Step 2 – Capture the full picture Step 3 – Present your case Step 4 – Identify if showstopper
- 41. Building an ObjectionsMap • Tool to build to use as a guide for dealing with objections • List out anticipated objections • Formulate best responses • Can include redirects and overcome responses • Can be organized to have cold call responses and meeting responses
- 42. • When acall ends, reflect on what objections the prospect had • Identify how you responded and if your responses were effective at keeping the call going • Was there a response that could have been better? • What questions could have been asked to keep the call going and gather more information? • Update objections map – Add new objections – Improve existing responses Reflect Back to Improve Forward
- 43. Key Takeaways • Don’tsound like a salesperson • Sell the meeting, not the product • Deflect the objection • Improve your level of preparation
Editor's Notes
- #3 Before we go any further, let’s clearly discuss what objections are. Objections are a prospect’s best weapon when they answer your cold call. They are statements or questions that the prospect will throw at you and they are like mini stops signs that the prospect will hold up. They use to try to take a control of the call and take it in a direction of their choosing. And if they begin to feel like you are selling something when they are not looking to buy, they will want try to end the call and will use objections to get there as soon as possible. Now let’s take a look at common objections and ones that you are just about guaranteed to run up against. I am busy right now. Who are you with? What is this in regards to? I am not interested. Just send me some information. We already use somebody. We are not looking to make a change right now. We do not have any budge to spend. Those are eight objections that consistently come up. You could maybe tweak those for your situation, and add a couple that are specific to your products, you would have a complete list of objections to be prepared for. As part of this training, we will explain these one at a time and show you how to get around them.
- #42 Now that we have outlined some of the objections that we are likely to face and we have talked about some ways to respond, we can now build a tool called an objections map. This is basically a document that lists out your anticipated objections and then shows you the response for each that has the best chances of keeping the call going. The tool basically can then be used as a guide or a map that tells you what to do when on the phone. This tool can drastically improve your results and it is pretty easy to build, just list out your anticipated objections, then formulate the best responses. And we have spent a lot of time talking about redirecting, but your objections map could also include responses to overcome objections in case there are times to use that approach.
- #43 This last step that we will discuss is what will be needed to achieve mastery in this area and this is to reflect back on cold calls after they end. Right after a call ends, spend a few seconds to identify what objections the prospect had. Think about how you responded and if your responses were effective at keeping the call going. This is basically a learning and fine tuning step and we are trying to identify if the response that we gave was not effective, would there be one that would have been better. From there, we can work to update the objections map. It could be the case that the objections we faced were not on there and we need to get them on there. Or may we need to tweak our responses to ones that might work a little better. Remember, these objections are going to come up again and again. And by reflecting back, we can improve moving forward.