You are very likely to face some sort of objection in every interaction you have with a prospect:
I am not interested.
I don't have time for this.
Is this a sales call?
Just send me your information.
Call me back in 6 months.
Do you know how to respond? Are you able to consistently get around those?
If not, join us for our webinar on "How to Consistently Get Around Sales Objections" where we will outline a methodology that you can immediately implement and improve your results.
Training Evaluation & Feedback
AWB Direct Sales Training
Selling Skills
Start Understanding Yourself And Others
January 24, 26, 29 2012
By
Mohamed Abdelnaby
Part A selling skills+ Communication Skills:
Personal Effectiveness
1. Successful Salespeople Skills
2. Verbal Communication (Includes both spoken and written forms)
3. Non-verbal communication (Understanding Body Language)
4. Listening skills (Active, Passive and Reflective Listening)
• Managing Self
o Understanding Self
o SWOT Analysis of Oneself
• Managing Time
o Setting SMART Goals
o Writing Planning and Organizing your time
• Managing Stress
o The Power of Perception
o Reaction to Stress
o Managing Stress
o Ways to develop a positive attitude
Training interactive Methodology:
• Games and Group Activities
• Case Studies
TWO ASSESSMENT
1. Stress Management (Replay every month)
2. Personal vision
Part B Sales Call Etiquette
• Ways to make a Good First Impression.
• Effective Call Handling
• Pre-call Information
• Building Credibility During the Call
• Key Phases of an Outbound/Inbound Call
• Hold Procedure
• Using the Right Tone of Voice
• Tips for Good Telephone Etiquette
• Forbidden Phrases to Avoid
• Body Language over the Telephone
Training interactive Methodology:
• Games and Group Activities
• Case Studies
ASSESSMENT:
3. Videos & Role Plays
Part C Build Relationships and Sales Behaviors:
• Stages in the personal selling process
• Steps in the Buying Process
• Making a Good Impression
• Developing a rapport
• New” Model of Selling
• Dealing With Tough Customers
ASSESSMENT:
4. Behavior Change Contract (follow up for everyone)
• Part D Negotiation Skills :
Techniques:
• WIN/WIN Approach
• Managing Emotions
• Negotiation Skills
• Assertiveness Skills
• Persuasive Skills
• Pareto Analysis
• SWOT Analysis
• Problem Re-statement Technique
ASSESSMENT:
• Videos &Role Plays
• Games and Group Activities
• Case Studies
FINAL ASSESSMENT:
5. SKILLS EVALUATE
6. SALES SKILLS
Recommended Training for the AWB Direct Sales team in future:
1. Sales Telephone Etiquette (Again with same style between all the team)
2. Team Management
3. Leadership Skills
4. Business Email Writing(managerial)
5. Motivational Training
6. Presentation Skills
Handling Resistance: The Sale Begins When the Customer Says NoBob Hafer
When a customer raises objections they are providing salespeople with useful although negative information about the purchase. Objections generally fall into two categories: misunderstandings and drawbacks. The misunderstandings and drawbacks salespeople encounter become “stumbling blocks” or “stepping stones” depending on how they are handled.
This fast-paced seminar teaches a six-step process for handling resistance to ensure that drawbacks and misunderstandings become “stepping stones” to the close.
Basic selling skills is necessary of people in all walks of life. Our sales training program focuses on effective selling skills. Salesmanship is a skill that can be developed through the learning of good selling techniques.
How to Immediately Become a Better CloserSalesScripter
There are small things that you can do to make closing easier. It does not matter what type of personality you have and you will not need to act different or be somebody you are not.
We believe that closing should be the easiest step in your sales process and deals can often close themselves. We will teach all of this to you in our next webinar “How to Immediately Become a Better Closer“.
Training Evaluation & Feedback
AWB Direct Sales Training
Selling Skills
Start Understanding Yourself And Others
January 24, 26, 29 2012
By
Mohamed Abdelnaby
Part A selling skills+ Communication Skills:
Personal Effectiveness
1. Successful Salespeople Skills
2. Verbal Communication (Includes both spoken and written forms)
3. Non-verbal communication (Understanding Body Language)
4. Listening skills (Active, Passive and Reflective Listening)
• Managing Self
o Understanding Self
o SWOT Analysis of Oneself
• Managing Time
o Setting SMART Goals
o Writing Planning and Organizing your time
• Managing Stress
o The Power of Perception
o Reaction to Stress
o Managing Stress
o Ways to develop a positive attitude
Training interactive Methodology:
• Games and Group Activities
• Case Studies
TWO ASSESSMENT
1. Stress Management (Replay every month)
2. Personal vision
Part B Sales Call Etiquette
• Ways to make a Good First Impression.
• Effective Call Handling
• Pre-call Information
• Building Credibility During the Call
• Key Phases of an Outbound/Inbound Call
• Hold Procedure
• Using the Right Tone of Voice
• Tips for Good Telephone Etiquette
• Forbidden Phrases to Avoid
• Body Language over the Telephone
Training interactive Methodology:
• Games and Group Activities
• Case Studies
ASSESSMENT:
3. Videos & Role Plays
Part C Build Relationships and Sales Behaviors:
• Stages in the personal selling process
• Steps in the Buying Process
• Making a Good Impression
• Developing a rapport
• New” Model of Selling
• Dealing With Tough Customers
ASSESSMENT:
4. Behavior Change Contract (follow up for everyone)
• Part D Negotiation Skills :
Techniques:
• WIN/WIN Approach
• Managing Emotions
• Negotiation Skills
• Assertiveness Skills
• Persuasive Skills
• Pareto Analysis
• SWOT Analysis
• Problem Re-statement Technique
ASSESSMENT:
• Videos &Role Plays
• Games and Group Activities
• Case Studies
FINAL ASSESSMENT:
5. SKILLS EVALUATE
6. SALES SKILLS
Recommended Training for the AWB Direct Sales team in future:
1. Sales Telephone Etiquette (Again with same style between all the team)
2. Team Management
3. Leadership Skills
4. Business Email Writing(managerial)
5. Motivational Training
6. Presentation Skills
Handling Resistance: The Sale Begins When the Customer Says NoBob Hafer
When a customer raises objections they are providing salespeople with useful although negative information about the purchase. Objections generally fall into two categories: misunderstandings and drawbacks. The misunderstandings and drawbacks salespeople encounter become “stumbling blocks” or “stepping stones” depending on how they are handled.
This fast-paced seminar teaches a six-step process for handling resistance to ensure that drawbacks and misunderstandings become “stepping stones” to the close.
Basic selling skills is necessary of people in all walks of life. Our sales training program focuses on effective selling skills. Salesmanship is a skill that can be developed through the learning of good selling techniques.
How to Immediately Become a Better CloserSalesScripter
There are small things that you can do to make closing easier. It does not matter what type of personality you have and you will not need to act different or be somebody you are not.
We believe that closing should be the easiest step in your sales process and deals can often close themselves. We will teach all of this to you in our next webinar “How to Immediately Become a Better Closer“.
I presented an hour session on overcoming objections at Richard Mulvey's Power Series in Cape Town (21 April), Durban (22 April 2015) and Johannesburg (23 April 2015).
'Live chat etiquette in customer service' gives you a brief description and some tips of how to deal with your customers via live chat. Having in consideration your customer operator's personality, this presentation aims to guide you through the web chat process
Sales has changed over the past twenty years, and nowhere is this more clear than in cold calling. Many people say that cold calling is dead. They’re wrong.
If your cold calls aren’t producing the results you want, you need to update your toolbelt. Start improving your cold calls with these ten tips.
Slides to accompany a bite-size training session on overcoming objections in a sales situation. Full training materials including Session Leaders Notes, Delegate Workbook and any Activity handouts can be purchased licence-free from http://www.power-hour.co.uk/trainingmaterialsshop. Prices start from £30 + VAT
Build a Strong Sales Pitch When Selling InsuranceSalesScripter
It can be tough to sell insurance. Everybody needs it, nobody enjoys buying it, and a lot of people sell it.
The key to success is having a strong sales pitch that not only sounds better than the competition, but one that also clearly communicates to prospects.
If you sell insurance, join us for our webinar on “How to Build a Strong Sales Pitch When Selling Insurance” where we will break down how to stand out from the competition and build interest at the same time.
Make your Sales more competitive and result oriented by implementing the Advanced Sales Strategies.
Especially designed for Large Account Sales to get new tickets, bigger revenues and prestigious closures.
The presentation will provide insight on approach, how's with relevant case studies and examples.
I presented an hour session on overcoming objections at Richard Mulvey's Power Series in Cape Town (21 April), Durban (22 April 2015) and Johannesburg (23 April 2015).
'Live chat etiquette in customer service' gives you a brief description and some tips of how to deal with your customers via live chat. Having in consideration your customer operator's personality, this presentation aims to guide you through the web chat process
Sales has changed over the past twenty years, and nowhere is this more clear than in cold calling. Many people say that cold calling is dead. They’re wrong.
If your cold calls aren’t producing the results you want, you need to update your toolbelt. Start improving your cold calls with these ten tips.
Slides to accompany a bite-size training session on overcoming objections in a sales situation. Full training materials including Session Leaders Notes, Delegate Workbook and any Activity handouts can be purchased licence-free from http://www.power-hour.co.uk/trainingmaterialsshop. Prices start from £30 + VAT
Build a Strong Sales Pitch When Selling InsuranceSalesScripter
It can be tough to sell insurance. Everybody needs it, nobody enjoys buying it, and a lot of people sell it.
The key to success is having a strong sales pitch that not only sounds better than the competition, but one that also clearly communicates to prospects.
If you sell insurance, join us for our webinar on “How to Build a Strong Sales Pitch When Selling Insurance” where we will break down how to stand out from the competition and build interest at the same time.
Make your Sales more competitive and result oriented by implementing the Advanced Sales Strategies.
Especially designed for Large Account Sales to get new tickets, bigger revenues and prestigious closures.
The presentation will provide insight on approach, how's with relevant case studies and examples.
How to Make Setting B2B Appointments EasySalesScripter
Setting B2B appointments can be tough. Once you do finally get a prospect on the phone, you only have a couple of minutes to work with and it can sometimes be a hostile environment.
But don’t worry as we have developed a B2B appointment setting sales methodology that not only makes this process easier, it will also produce better results. We will outline how this process works on our next webinar “How to Make Setting B2B Appointments Easy” and you will also receive an ebook under the same name when you register.
The Value Conversation - Month of Marketing webinarBizink
What is a value conversation? To be able to command the prices you deserve it is imperative that you have a conversation with a prospective client where you clearly understand what is of value to the client. The value conversation becomes an important part of connecting with customer to sell your services.
How to Deal with Voicemail During Sales ProspectingSalesScripter
Prospects are reluctant to answer their phone. As a result, you can sometimes spend more than 50% of your prospecting time reaching prospect's voicemail boxes. Having a solid approach for how to minimize this challenge is critical to your success when sales prospecting. This presentation goes through some practical concepts and tips to help you out.
How do you adequately and completely qualify a prospect before you are knee deep into the presentation? Ask qualifying questions. This presentations helps you come up with the right questions in order to qualify your prospects and their needs.
[Webinar] Make Small Talk Track Changes - See Big Sales IimprovementsSalesScripter
The words you say are your most powerful sales tool. Are you fully utilizing this tool and generating as many leads and sales as possible?
Don’t be like most salespeople and just talk about your products to trigger interest. There is a better way and we will clearly outline that in our next webinar “Small Talk Track Changes – Big Sales Improvements”.
In this webinar, you will learn:
– Communicating the value that you offer
– Bringing prospect’s challenges into your pitch
– Asking powerful questions
– Talking about your products and company in the best way
You will get tips that you can immediately implement and see results. And this knowledge will be able to be applied to all the different ways that you communicate with prospects – over the phone, in emails, while networking, on your website, and more.
How to Effectively Manage the Sales Lead Follow-Up ProcessSalesScripter
Following up with sales prospects can be tricky. Sometimes you don’t follow up enough and might be missing out on the business. Other times you might follow up too much where the only thing you are doing is damaging the relationship and wasting valuable time.
If you can relate to that, you should join us for our next webinar “How to Effectively Manage the Sales Lead Follow-Up Process” where we will share a structured process that you can use that will provide clarity for how best to follow up on sales leads.
Growing your business is as much a science as it is an art. Find out what parts of your business can be organized better for growth - right here in this deck!
See more at http://lifeinsixth.com
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Personal Brand Statement:
As an Army veteran dedicated to lifelong learning, I bring a disciplined, strategic mindset to my pursuits. I am constantly expanding my knowledge to innovate and lead effectively. My journey is driven by a commitment to excellence, and to make a meaningful impact in the world.
RMD24 | Retail media: hoe zet je dit in als je geen AH of Unilever bent? Heid...BBPMedia1
Grote partijen zijn al een tijdje onderweg met retail media. Ondertussen worden in dit domein ook de kansen zichtbaar voor andere spelers in de markt. Maar met die kansen ontstaan ook vragen: Zelf retail media worden of erop adverteren? In welke fase van de funnel past het en hoe integreer je het in een mediaplan? Wat is nu precies het verschil met marketplaces en Programmatic ads? In dit half uur beslechten we de dilemma's en krijg je antwoorden op wanneer het voor jou tijd is om de volgende stap te zetten.
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Implicitly or explicitly all competing businesses employ a strategy to select a mix
of marketing resources. Formulating such competitive strategies fundamentally
involves recognizing relationships between elements of the marketing mix (e.g.,
price and product quality), as well as assessing competitive and market conditions
(i.e., industry structure in the language of economics).
Falcon stands out as a top-tier P2P Invoice Discounting platform in India, bridging esteemed blue-chip companies and eager investors. Our goal is to transform the investment landscape in India by establishing a comprehensive destination for borrowers and investors with diverse profiles and needs, all while minimizing risk. What sets Falcon apart is the elimination of intermediaries such as commercial banks and depository institutions, allowing investors to enjoy higher yields.
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Stay ahead of the curve with our premium MEAN Stack Development Solutions. Our expert developers utilize MongoDB, Express.js, AngularJS, and Node.js to create modern and responsive web applications. Trust us for cutting-edge solutions that drive your business growth and success.
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LA HUG - Video Testimonials with Chynna Morgan - June 2024Lital Barkan
Have you ever heard that user-generated content or video testimonials can take your brand to the next level? We will explore how you can effectively use video testimonials to leverage and boost your sales, content strategy, and increase your CRM data.🤯
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2. How to leverage your testimonials to boost your sales 💲
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3.0 Project 2_ Developing My Brand Identity Kit.pptxtanyjahb
A personal brand exploration presentation summarizes an individual's unique qualities and goals, covering strengths, values, passions, and target audience. It helps individuals understand what makes them stand out, their desired image, and how they aim to achieve it.
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Enterprise Excellence is Inclusive Excellence.pdfKaiNexus
Enterprise excellence and inclusive excellence are closely linked, and real-world challenges have shown that both are essential to the success of any organization. To achieve enterprise excellence, organizations must focus on improving their operations and processes while creating an inclusive environment that engages everyone. In this interactive session, the facilitator will highlight commonly established business practices and how they limit our ability to engage everyone every day. More importantly, though, participants will likely gain increased awareness of what we can do differently to maximize enterprise excellence through deliberate inclusion.
What is Enterprise Excellence?
Enterprise Excellence is a holistic approach that's aimed at achieving world-class performance across all aspects of the organization.
What might I learn?
A way to engage all in creating Inclusive Excellence. Lessons from the US military and their parallels to the story of Harry Potter. How belt systems and CI teams can destroy inclusive practices. How leadership language invites people to the party. There are three things leaders can do to engage everyone every day: maximizing psychological safety to create environments where folks learn, contribute, and challenge the status quo.
Who might benefit? Anyone and everyone leading folks from the shop floor to top floor.
Dr. William Harvey is a seasoned Operations Leader with extensive experience in chemical processing, manufacturing, and operations management. At Michelman, he currently oversees multiple sites, leading teams in strategic planning and coaching/practicing continuous improvement. William is set to start his eighth year of teaching at the University of Cincinnati where he teaches marketing, finance, and management. William holds various certifications in change management, quality, leadership, operational excellence, team building, and DiSC, among others.
[Note: This is a partial preview. To download this presentation, visit:
https://www.oeconsulting.com.sg/training-presentations]
Sustainability has become an increasingly critical topic as the world recognizes the need to protect our planet and its resources for future generations. Sustainability means meeting our current needs without compromising the ability of future generations to meet theirs. It involves long-term planning and consideration of the consequences of our actions. The goal is to create strategies that ensure the long-term viability of People, Planet, and Profit.
Leading companies such as Nike, Toyota, and Siemens are prioritizing sustainable innovation in their business models, setting an example for others to follow. In this Sustainability training presentation, you will learn key concepts, principles, and practices of sustainability applicable across industries. This training aims to create awareness and educate employees, senior executives, consultants, and other key stakeholders, including investors, policymakers, and supply chain partners, on the importance and implementation of sustainability.
LEARNING OBJECTIVES
1. Develop a comprehensive understanding of the fundamental principles and concepts that form the foundation of sustainability within corporate environments.
2. Explore the sustainability implementation model, focusing on effective measures and reporting strategies to track and communicate sustainability efforts.
3. Identify and define best practices and critical success factors essential for achieving sustainability goals within organizations.
CONTENTS
1. Introduction and Key Concepts of Sustainability
2. Principles and Practices of Sustainability
3. Measures and Reporting in Sustainability
4. Sustainability Implementation & Best Practices
To download the complete presentation, visit: https://www.oeconsulting.com.sg/training-presentations
Sustainability: Balancing the Environment, Equity & Economy
How to consistently get around sales objections
1. How to Consistently Get Around Sales Objections
Michael Halper
Founder and CEO
SalesScripter
2. What are Objections
• 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 budget/money to spend.
3. Why this Step is Critical
• Bad news:
– Face on just about every cold call and in a lot of sales meetings
• Good news:
– There are only around 10 objections that we will consistently face
– By simply preparing for those, we can see an immediate improvement in
performance
– Improve mental fortitude
5. Comply
• To give in to the objection
• Example:
Prospect: “I am not interested”
Caller: “OK, have a nice day.”
• Weakest response - only use as a last resort
• At some point, we have to comply
• Rule of thumb: Comply after two to three other attempts
6. Overcome
• To deal with the objection head on
• Goal is to defuse and resolve the objection
• Downside to trying to overcome:
– Very challenging to change someone’s mind
– Can be time consuming
– Can give life to the objection
7. Redirect
• To redirect the objection into a related area
• Example:
Prospect: “I am not interested”
Caller: “I understand. Do you mind if I ask what you are doing today in this area?”
• Goal of the redirect is to keep the conversation going without focusing on
the objection itself
• Tactics:
– Redirect qualifying questions
– Redirect to value statement
– Redirect to pain points
8. Early Sales Process Stages
Initial Contact
(First time to speak)
Cold Call
Inbound Call
Email
Event
2 to 5 minutes
80% on prospect
20% on you
First Conversation
(Appointment/Meeting)
Phone Call
Face-to-Face
Discovery
20 to 30 minutes
50% on prospect
50% on you
First Meeting
(Presentation)
Discovery
Presentation
Demonstration
1 to 2 hours
20% on prospect
80% on you
• Redirect
• Goal is to get to the meeting
• Try to pre-qualify
• Redirect or Overcome
• Goal is to get to a presentation
• Try to further qualify
• Overcome
• Goal is to close (Sale or agreement to
move forward)
9. Redirect to Value Statement
Objection:
What is this in regards to?
Is this a sales call?
Response:
(Redirect to value statement)
Purpose for my call is that we work with Chemical Companies and help them to improve inventory
turnover by 20 to 25%.
10. Redirect to Pre-Qualifying Questions
Objection:
I am not interested.
We are not looking to make an changes.
We do not have budget to spend.
Call me back in ____ months.
Response:
I understand. (Redirect to one of the qualifying questions) But if I could ask you real quick:
Are you currently using any automation tools to manage your inventory levels?
- Or -
I understand.
(Optional defuse) And I want you to know that we are not trying to sell anything at this point.
(Redirect to one of the qualifying questions) But if I could ask you real quick:
Are you currently using any automation tools to manage your inventory levels?
11. Redirect to Pain Points
Objection:
I am not interested.
We are not looking to make an changes.
We do not have budget to spend.
Call me back in ____ months.
Response:
I understand. (Redirect to one of the qualifying questions) When I talk with other manufacturing
companies, the often express challenges with it taking too long to process orders and there are
sometimes errors.
Have you ever been concerned by those?:
12. Redirect the Info Request
Objection:
Just send me some information. (Early in a cold call – BLOW OFF)
Response:
Sure, I definitely will. So that I know exactly what to send you, let me ask you,
(Redirect to one of the qualifying questions)
Are you currently using any automation tools to manage your inventory levels?
13. Redirect the Info Request
Objection:
Just send me some information. (Late in a cold call – NONCOMMITTAL)
Response:
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.
14. Redirect to Direct Questions
Objection:
We already use somebody for that.
Response:
Oh, good. How long have you been using them? How is it going? What product are you using of
theirs? What do you like about working with them? Is there anything that you need that they are
not able to provide?
(Redirect to any of the qualifying questions if applicable)
15. Redirect to Close
Objection:
We are not looking at making a change right now. (Late in a call)
Response:
I understand. And I want you to know that we are not trying to sell anything at this point as we
don’t even know if you are a good fit or not.
Our goal is to simply open the dialogue between our two companies so that if you reach a point
where you are ready or looking to make a change, you will know who we are and what we have to
offer.
Can I put a brief 15 to 20 minute call on your calendar next Tuesday or Thursday afternoon?
16. Redirect to Close
Objection:
We do not have any budget / money to spend on that right now. (Late in a call)
Response:
I understand. And I want you to know that we are not trying to sell anything at this point as we
don’t even know if you are a good fit or not.
Our goal is to simply open the dialogue between our two companies so that if you reach a point
where there is budget available, you will know who we are and what we have to offer.
Can I put a brief 15 to 20 minute call on your calendar next Tuesday or Thursday afternoon?
17. Overcome Tactics
Focus on Differentiation
Objection:
We already use XYZ Corp.
Response:
Oh great, so you already see the importance of this area.
We are actually different from XYZ Corp in a few ways. (Outline differences)
18. Overcome Tactics
Get to the Root of the Objection
Objection:
You are too expensive.
Response:
I understand. What is it that drives your concern about price? Is there a budget that you are
trying to stay with in? Or is it more of a cash outlay factor?
19. Overcome Tactics
Isolate the Objection
Objection:
Your prices are too high.
Response:
Just to confirm, are you saying that everything else fine and that the price is the only thing that
concerns you? (Isolate)
20. Overcome Tactics
Focus on ROI
Objection:
Your prices are too high.
Response:
Yes, there is an investment (cost) with our service. But it does provide help to decrease labor
costs by between 15 to 20%. That usually leads to a payback period of between 12 to 18 months.
If this paid for itself in a certain amount of time, would you still see the price as being too high?
21. Overcome Tactics
Provide Alternatives
Objection:
Your prices are too high.
Response:
We do offer financing options that will breakdown the cost into monthly payments. Would that
change how you see the cost of this or make it something you can consider?
22. Overcome Tactics
Feel, Felt, Found
Objection:
Your prices are too high.
Response:
I understand why you feel that our prices are high. (Feel)
A lot of IT managers that I have brought over felt that same way. (Felt)
But once they switched over, they found that when you add in the reliability of service, the total
cost of ownership actually lead to a lower total cost. (Found)
23. Building an Objections Map
• 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
24. Reflect Back to Improve Forward
• When a call 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?
• Update objections map
– Add new objections
– Improve existing responses
25. Key Takeaways
• You are guaranteed to get objections on every cold call
• You can immediately improve your results by simply listing out the main objections that
you can anticipate and scripting responses that stand to keep the calls going
• Not only can this improve results, but it can also help to decrease stress, improve
confidence, and improve your mental state
• Focus on redirecting ahead of overcoming to keep calls going
• When a call ends, reflect back to improve your ability to handle future calls
26. What is SalesScripter?
Cold Calling
Objections
Gatekeepers
Sales Messaging
Voicemail
Qualifying
Closing
Sales Process
Rapport
Building Interest
Cold Emailing
Setting Appointments
Building Credibility
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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.
Before we get into the tactics, I want to just talk about why this is such an important area.
Spending some time in this area is critical to consistently being successful. And the more exciting way to put that, by spending some time in this area, you will see an immediate improvement in results and performance. Let me explain why.
First, there is some bad news and that is that you are likely to face some sort of objections on just about every call that you make. Either right when the prospect answers or after talking for a little while. If you are not prepared for those, you will likely struggle and have very inconsistent results.
The good new against that is that there are really only around 10 objections that you will consistently run up against. With that being such a low number, you can easily list those out and prepare responses ahead of time and then being armed with those ready when you pick up the phone, you will see a drastic improvement in performance.
One of the key things to be aware of here, is that cold calling can be very challenging mentally. You are calling a somewhat hostile environment by calling people that are not expecting your call and do not want to talk to you. With that you face objections and sometimes rejection. This can wear on a person mentally. But the great thing here is that by simply improving your ability to handle objections, you not only improve the calls that you make, but you feel better mentally by being more in control and more ready and that can help to improve your confidence and mental stamina and fortitude, and that can sometimes be the difference in being successful long-term.
Now that we know what objections to expect, what are our options when the come up?
Well, we have basically three primary options. We can comply with the objection, we can try to overcome the objection, or we can redirect the objection.
Let’s go through each option in a little more detail.
To comply is basically to go along with and give in to the objection that the prospect is giving.
For example, if a prospect were to say, “I am not interested”, to respond by complying would be to say “OK, have a nice day.”
Obviously, this weakest response and option that you have. If you complied with every objection that you encountered, you would have minimal to no results. With that, only use the option of complying as a last resort.
And even though complying is the weakest response, at some point, you do need to comply. This is when there is either nothing you can do to get around it or change the prospect’s mind, or sometimes it may cause too much damage to persist forward without complying.
So how do you know when to comply? One rule of thumb is to try to deal with an objection another way two or three times. And if the objection is still there, go ahead and comply.
Looking at the option to try to overcome the objection, this is to face the objection head on and try to defuse it or change the prospect’s mind.
For example, if the prospect says “I am not interested”, to try to overcome this is to try to make the prospect interested, with something like “OK, but we also have the auto tuning feature and we are the global leader doing this for 30 years.” Basically trying to give more information in that example that changes the prospect’s mind to being interested.
The main thing about the option to overcome an objection is that there is a time and place for this approach. And a cold call is often not the best place to use this approach. There are some very clear reasons why and those are that to overcome an objection is to essentially change someone’s mind and that is a very difficult thing to do. Not only is that tough, but it is also time consuming, and a cold call really does not provide time and forum available to take that on. Lastly, when you taken on an objection, you bring attention to it, and this can give it more life and energy.
When you get to the meeting or appointment that is scheduled by the cold call, that is where you want to face and try to overcome objections, and some tactics to use are Isolate, then get to the root and Feel Felt Found. Even though cold calling might not be the best time to use those tactics, we will still talk about them here in a little more detail.
The third objection handling option that we have and that is to redirect the objection to new, but related area.
For example, if the prospect says “I am not interested.” Redirecting the objection could be to say “I understand. Do you mind if I ask what you are doing today in this area?”
In that response, we are not directly focusing on and responding to the prospect’s point that they are not interested. And we are also not completely changing the subject and ignoring the objection. What we are doing is redirecting or deflecting by asking a question that keeps the conversation going into a new, yet still related area. In this example, the prospect may answer with what they are doing and then we can follow that with additional questions and we may end up getting far away from their original comment of not being interested. And the great thing about this, not only does this stand to keep the conversation going, but it also creates a scenario where you might obtain valuable information. Think about how valuable that is when executed properly, you go from a point where the call is about to end to one where the prospect is sharing information that you can use to begin to build your business case.
When thinking about how to respond to objections, there is one thing that we never want to lose sight of and that is that our primary goal for the cold call is to progress to some sort of formal discussion like a meeting, appointment, demo, or event likely on another day. And with that being the case, we don’t want to spend time defusing objections. Instead, we want to focus on keeping calls going, and by redirecting to get around objections, we can improve our ability to keep calls going and get more meetings scheduled.
The tactics to use to redirect are basically redirecting by asking certain questions. These can vary depending on your situation, but if you follow along with our other training modules and use our call script methodology, then you likely have qualifying questions, a value statement, common pain points, and building interest points, and these are all good areas to redirect toward.
Here is one of the gatekeepers favorite objections – What is this in regards to?
This is a gatekeepers number one tactic to get you to say something that flags you as a salesperson trying to sell something so they can quickly shoot you down.
For example, the direct or comply response would be “I am calling to introduce myself and schedule an appointment where we can discuss your business and see if you need to buy our services.” At which point you will then get another objection thrown right at you with the call ending shortly after.
But if you redirect again to the value statement by saying Purpose for my call is that we work with Chemical Companies and help them to improve inventory turnover by 20 to 25%. When a gatekeeper hears this, it actually can throw them off because it is an answer that they are not prepared for or one that does not clearly say “troublesome salesperson calling”. And as result, this can help you to keep the call going.
Let’s go back to the I am not interested objection and talk about it in more detail.
I am not interested is actually not a legitimate objection for the cold call as you are not trying to sell anything. Our goal is to open the dialogue, so to say I do not want to talk to you would be more fitting, but to say they are not interested in buying your product actually does not make sense.
A great place to redirect this objection is to any qualifying questions that you typically ask prospect. Questions about the prospect’s current technical and business environment are often good questions to ask whether facing an objection or not, but when a prospect says they are not interested, you can reply with a response like
I understand. Are you currently using any automation tools to manage your inventory levels?
- Or -
I understand. And I want you to know that we are not trying to sell anything at this point.
Are you currently using any automation tools to manage your inventory levels?
Of course, this does not work every time, but remember that we our goal is to keep the call going and using this approach over a large number of calls will typically yield good results in getting around the objection.
Let’s go back to the I am not interested objection and talk about it in more detail.
I am not interested is actually not a legitimate objection for the cold call as you are not trying to sell anything. Our goal is to open the dialogue, so to say I do not want to talk to you would be more fitting, but to say they are not interested in buying your product actually does not make sense.
A great place to redirect this objection is to any qualifying questions that you typically ask prospect. Questions about the prospect’s current technical and business environment are often good questions to ask whether facing an objection or not, but when a prospect says they are not interested, you can reply with a response like
I understand. Are you currently using any automation tools to manage your inventory levels?
- Or -
I understand. And I want you to know that we are not trying to sell anything at this point.
Are you currently using any automation tools to manage your inventory levels?
Of course, this does not work every time, but remember that we our goal is to keep the call going and using this approach over a large number of calls will typically yield good results in getting around the objection.
Here is a good one – just send me some info. Prospects love this one as it allows them to get off of the phone without sounding mean or hurting your feelings. You end up getting excited because you think they are interested and you spend time writing an email and they end up often just deleting your finely word smithed email.
It is important to point out that this objection can come up at two different times on a cold call so let’s first discuss the first. When it comes up early or delivered by the gatekeeper, it is more of a blow off objection. Meaning, there is little interest and they are just trying to get rid of you.
Here is the play for the first type, you can reply with, Sure, I definitely will. So that I know exactly what to send you, let me ask you, and then redirect to one of your qualifying questions Are you currently using any automation tools to manage your inventory levels?
But this same objection can come up at the end of the cold call when you are going for the meeting and the prospect asks you to send info. This is more of a noncommittal response vs. a blow off. At this point, you may have gone through your pitch and triggered some interest, but the prospect simply does not want to commit to moving forward.
Not a horrible place to be, but we do not want to comply and if this is at the end of the call, we might not have any points to redirect to or much time left to keep the call going.
One way to try to redirect is by responding with something like Sure, I definitely will. Are there some particular details that you have questions about?
If you have a level of interest, it may be easier to have a quick conversation with over the phone on another day instead of me sending over a bunch of information.
Let’s look at the objection of We already use somebody for that, or some variation where they use your competitor or something in your area.
To try to overcome this would be to respond by talking about your key areas of strengths and your features to try to build interest. At this point with a prospect in that mind set and with the time limits that come with a cold call, this is a very low probability play.
What you can do instead is easily redirect to ask any number of questions about what they are doing with a response like: Oh, good. How long have you been using them? How is it going? What product are you using of theirs? What do you like about working with them? Is there anything that you need that they are not able to provide?
Of course, you will not want to just ask those questions one after another, but that is a flow that you could work along with discussion in between and only need to ask a few questions to get away from the objection.
The great thing about this play is, not only does it have a high probability of keeping the call going, but it also allows you to gather some great information. You could identify pain with your questions that helps you to create a lead, or you might find out that the prospect is good and has a very low probability of purchasing anything and you can bring the call to an end from there.
The objection of We are not looking at making a change right now is realistic to come up since you cold calling the prospect out of the blue and it is very likely that even if they do need to purchase what you have, they might not need to make a purchase when you are calling.
But the thing to remember and always keep in mind is that the goal of the cold call is to open the dialogue rather than close a sale, so the objection that they don’t need anything right now is not a legitimate reason to stop.
You can still respond with a redirect, but you could add a little message to educate the prospect what angle you are coming from by saying something like
I understand. And I want you to know that we are not trying to sell anything at this point as we don’t even know if you are a good fit or not.
Our goal is to simply open the dialogue between our two companies so that if you reach a point where you are ready or looking to make a change, you will know who we are and what we have to offer.
From there you can redirect to one of your qualifying questions. The play is to keep the conversation going and get to a formal meeting where you can then have an opportunity to build a case for making a change now. And if you don’t then, you can hopefully be there later when they do decide to make a change.
The objection of not having any budget or money available to spend right now is similar to not looking to make a change. And the response is same as the not making a change now as you can present yourself as just trying to open the dialogue.
You could use the exact same response that we just went through or you could tweak your language to say that, Our goal is to simply open the dialogue between our two companies so that if you reach a point where there is budget available, you will know who we are and what we have to offer.
To demonstrate the Isolate, then get to the root tactic, if a prospect were to object that your prices are too high, if you wanted to defuse this, whether on the cold call or at a meeting after, you could begin by trying to isolate the objection. This is basically to clearly identify what the prospect is objecting to and identify what they are good with.
In this example, this is good opportunity to identify if the price is the only concern but asking, “Just to confirm, are you saying that everything else fine and that the price is the only thing that concerns you?”
Once you are able to isolate the key area that the prospect is concerned about or objecting to, you can then work to get to the root of their concern.
In this example, we try to get to the root by asking questions like, “What is it that drives your concern about price? Is there a budget that you are trying to stay with in? Or is it more of a cash outlay factor?” Every situation would be different, but in this example, the answers to these questions may reveal that it is not really the price that is a concern, it is that the prospect needs to spread the cost out, or has a budget that they need to stay within. When we identify this we are able to propose a solution that fits their needs from a structure standpoint enabling us to overcome the objection without complying.
Getting to the root makes it easier for you to find solutions to the objection and this can help you to overcome.
To demonstrate the Isolate, then get to the root tactic, if a prospect were to object that your prices are too high, if you wanted to defuse this, whether on the cold call or at a meeting after, you could begin by trying to isolate the objection. This is basically to clearly identify what the prospect is objecting to and identify what they are good with.
In this example, this is good opportunity to identify if the price is the only concern but asking, “Just to confirm, are you saying that everything else fine and that the price is the only thing that concerns you?”
Once you are able to isolate the key area that the prospect is concerned about or objecting to, you can then work to get to the root of their concern.
In this example, we try to get to the root by asking questions like, “What is it that drives your concern about price? Is there a budget that you are trying to stay with in? Or is it more of a cash outlay factor?” Every situation would be different, but in this example, the answers to these questions may reveal that it is not really the price that is a concern, it is that the prospect needs to spread the cost out, or has a budget that they need to stay within. When we identify this we are able to propose a solution that fits their needs from a structure standpoint enabling us to overcome the objection without complying.
Getting to the root makes it easier for you to find solutions to the objection and this can help you to overcome.
To demonstrate the Isolate, then get to the root tactic, if a prospect were to object that your prices are too high, if you wanted to defuse this, whether on the cold call or at a meeting after, you could begin by trying to isolate the objection. This is basically to clearly identify what the prospect is objecting to and identify what they are good with.
In this example, this is good opportunity to identify if the price is the only concern but asking, “Just to confirm, are you saying that everything else fine and that the price is the only thing that concerns you?”
Once you are able to isolate the key area that the prospect is concerned about or objecting to, you can then work to get to the root of their concern.
In this example, we try to get to the root by asking questions like, “What is it that drives your concern about price? Is there a budget that you are trying to stay with in? Or is it more of a cash outlay factor?” Every situation would be different, but in this example, the answers to these questions may reveal that it is not really the price that is a concern, it is that the prospect needs to spread the cost out, or has a budget that they need to stay within. When we identify this we are able to propose a solution that fits their needs from a structure standpoint enabling us to overcome the objection without complying.
Getting to the root makes it easier for you to find solutions to the objection and this can help you to overcome.
To demonstrate the Isolate, then get to the root tactic, if a prospect were to object that your prices are too high, if you wanted to defuse this, whether on the cold call or at a meeting after, you could begin by trying to isolate the objection. This is basically to clearly identify what the prospect is objecting to and identify what they are good with.
In this example, this is good opportunity to identify if the price is the only concern but asking, “Just to confirm, are you saying that everything else fine and that the price is the only thing that concerns you?”
Once you are able to isolate the key area that the prospect is concerned about or objecting to, you can then work to get to the root of their concern.
In this example, we try to get to the root by asking questions like, “What is it that drives your concern about price? Is there a budget that you are trying to stay with in? Or is it more of a cash outlay factor?” Every situation would be different, but in this example, the answers to these questions may reveal that it is not really the price that is a concern, it is that the prospect needs to spread the cost out, or has a budget that they need to stay within. When we identify this we are able to propose a solution that fits their needs from a structure standpoint enabling us to overcome the objection without complying.
Getting to the root makes it easier for you to find solutions to the objection and this can help you to overcome.
Another tactic that can be used to try to overcome an objection is called the Feel Felt Found tactic.
If a prospect were to respond that “Your prices are too high.”
You could respond with
I understand why you feel that our prices are high. That is the “feel” step.
A lot of IT managers that I have brought over felt that same way. The “felt” step.
But once they switched over, they found that when you add in the reliability of service, the total cost of ownership actually lead to a lower total cost. And that is the found step.
You basically share three statements that align with that feel, felt, found progression to paint a picture for another prospect that was shared the prospect’s point of view and show how their objection was overcome once they purchased from you.
Another tactic that can be used to try to overcome an objection is called the Feel Felt Found tactic.
If a prospect were to respond that “Your prices are too high.”
You could respond with
I understand why you feel that our prices are high. That is the “feel” step.
A lot of IT managers that I have brought over felt that same way. The “felt” step.
But once they switched over, they found that when you add in the reliability of service, the total cost of ownership actually lead to a lower total cost. And that is the found step.
You basically share three statements that align with that feel, felt, found progression to paint a picture for another prospect that was shared the prospect’s point of view and show how their objection was overcome once they purchased from you.
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.
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.
That is the objections training module. Here a few points to summarize before we close this.
You are guaranteed to get objections on every cold call
You can immediately improve your results by simply listing out the main objections that you can anticipate and scripting responses that stand to keep the calls going
Not only can this improve results, but it can also help to decrease stress, improve confidence, and improve your mental state
Focus on redirecting ahead of overcoming to keep calls going
When a call ends, reflect back to improve your ability to handle future calls