The art of closing the sale
Chapter 3 – Handling Rejections
Victory at some point becomes a state of mind.
Knowing yourself can overcome worries, troubles and worries
constantly haunting, we will truly overcome them. – King Basil –
No sale is not rejected.
Rejections show the prospect’s interest
and serve as a guide to closing the sale every step of the way.
In fact, if you don’t refuse,
then there’s no interest.
If there is no interest,
there will be no sale.
Successful sales often receive twice as many rejections as failed sales.
The more rejections you receive,
the more likely you are to succeed.
“Right or wrong,
the customer is always right.” – Marshall Field
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RULE SIX
Rule of six applies to objections.
This rule dictates that
there are no more than six rejections for an offer.
Maybe one or two,
but never more than six.
Even if you have to hear 50
or 100 rejections in a week or a month,
these types of rejections can fall into several categories.
When working with companies,
we sometimes practice sentence completion exercises.
We ask them to complete the following sentences:
“We can sell to every customer we come into contact with,
as long as they don’t say….”
Make a list of every objection a customer might make.
Write down any questions,
criticisms,
or complaints you’ve ever received.
When you’re done,
put them in order.
Which rejection do you come across the most?
What is the biggest obstacle to your sales success?
“When you help others feel important,
you help yourself feel important too.” – David J. Schwartz
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CLASSIFICATION OF DISCLAIMER
Once sorted, classify these objections into groups.
You will have objections on price,
quality,
competitiveness,
capability,
reputation,
or novelty.
Identify groups of objections,
then place them in the appropriate group.
There will not be more than 6 groups.
Now your task is to construct the most perfect answers
for each rejection group.
Determine exactly what might convince the customer
to retract the objection.
Take action now to eliminate important rejections.
“To earn the respect (and eventually love) of your customers,
you first have to respect those customers.
That is why Golden Rule behavior is embraced
by most of the winning companies.” – Colleen Barrett
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USE THE COMMISSION LETTER
One of the most effective ways to deal with objections is
to issue letters of appreciation from satisfied customers
who have rejected them in the past.
A friendly letter that addresses a customer’s key questions is an effective way
to eliminate rejection altogether.
“Successful people are always looking for opportunities to help others.
Unsuccessful people are always asking, ‘What’s in it for me?’” – Brian Tracy
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TAKE A DISCLAIMER LIKE A QUESTION
Besides using compliment letters,
another way of handling it is to acknowledge
and understand the refusal as a question
and treat it as a request for more information.
Understand that rejection is a natural customer response to any offer.
When a customer says,
“The price is too high,” you might respond,
“This is worth talking about.
So why is the price higher than what you intend to pay?”
Then answer the question you just asked yourself.
If the customer says,
“We can get this product cheaper anywhere,” say,
“That’s a matter of discussion.
So why are our competitors selling the same product at a lower price?”
“I like to listen.
I have learned a great deal from listening carefully.
Most people never listen.” – Ernest Hemingway
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GIVE REASONABLE REASON
Another way to handle it is to treat a rejection
as a customer asking you to find a solution to a problem.
If a customer says,
“I can’t afford to pay,”
think of the customer as saying,
“Show me a good reason to spend this money.”
Customers say,
“I have to talk,” imagine what they mean:
“Give me a good reason to buy this product,
I won’t need to consult anyone anymore.”
“To listen closely and reply well is the highest perfection
we are able to attain in the art of conversation.” – Francois de La Rochefoucauld
*************
LETS CUSTOMERS COMFORTABLE
Ideally, let the customer feel free to say no.
Most customers don’t want to argue about your products and services.
THEY grudgingly refused
because they were afraid you would get angry.
Therefore, you must make the customer feel comfortable saying no
by happily responding to the refusal.
Rejections aren’t scary.
Rather, it is a springboard for successful sales,
a ladder to a higher income.
Good salespeople deal with objections quickly and efficiently.
“Most people spend more time and energy going around problems
than in trying to solve them.” – Henry Ford
*************
PRAYER DISCLAIMER
Praise every rejection you hear for the first time.
“Very good, I’m glad you mentioned this.” Abraham Lincoln said,
“Everybody likes compliments”.
When you compliment someone for their rejection
or question your products and services,
you boost their confidence.
That way, they’ll be more comfortable asking other questions.
Just like the prosecuting attorney
who never asks questions
when he doesn’t know the answers,
never go into the details of a sale
if he isn’t sure how to answer the objections he’ll hear.
“Is this how I would want to be treated if I were the customer?”– Richard Branson
*************
LISTEN CAREFULLY
When rejected, listen fully.
Do not appear to understand
when the customer wants to say.
Customers often start with a familiar rejection,
but they’ll bring up their concern
or problem at the end.
Please be patient.
Practice listening skills.
Pause before answering.
Ask questions for clarity:
“What do you mean?”
Respond in your own way to show your customers
that you’re listening and understand their concerns.
“Unless you have 100% customer satisfaction,
you must improve.” – Horst Schulz
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DIFFERENT DISCLAIMER WITH CONDITIONS
Determine customer response is the denial or condition.
You can answer no.
Any problem has a solution.
This is a problem you can eliminate to make a sale.
Unlike a rejection,
a condition is the cause of your inability to continue the sale.
If a company is going bankrupt,
they can’t buy your product or service.
No matter how good the product/service is,
bankruptcy will lead to a force majeure situation.
If a person has no money,
that is the reason why he cannot buy.
However, when customers refuse,
they often think it’s really a condition.
They believe the difficulty keeps them from making a purchase,
but that’s not necessarily the case.
For example, what do customers mean when they say,
“I can’t afford it.”
Are they saying they can’t buy it right away,
or can they not stand the price of the product if it’s a one-time payment?
Or they can’t buy now but can in the future?
When a person says,
“I can’t afford it.”
Ask, “What exactly do you mean?”.
“Do what you do so well that
they will want to see it again and bring their friends.” – Walt Disney
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MY MILLION DOLLARS CONTRACT
I was introduced to an insurance salesman,
he asked me a series of questions
and then arranged a second date.
At this appointment,
he offered me a $1 million life insurance policy.
I was stunned.
I said, “It’s too much,
I can’t buy it”
Ignoring my insistence,
he explained that in my position,
the head of a family with a wife and two children,
it would be unwise not to have a $1 million insurance policy.
In the end, I had to agree that I needed the money
but kept repeating:
“I can’t buy it.
I don’t have 3000$/year to pay for insurance.
Thanks, but not now.”
He said, “So what if we switch to monthly payments
and I come in and collect $250 every month?
Does that suit you?”
I was surprised to hear of the monthly premium collection for life insurance.
I never thought I could pay monthly.
The reason I think is that the condition actually turned into a rejection
and there was a reasonable answer to this refusal.
I signed the form and bought the insurance.
“Choose to deliver amazing service to your customers.
You’ll stand out because they don’t get it anywhere else.” – Kevin Stirtz
***************
ALWAYS CREATIVE
This is the problem again.
Since customers don’t know all the ways they can ask for
and pay for a product or service,
they always believe they “can’t afford it”.
Only when you show them more choices will they be able to buy from you.
For example, a customer says,
“I can’t pay monthly.”
You say,
“So if we increase the payment period to three years instead of two years,
that means you only pay less than $500 a month?
Can you accept it?”
Once you’ve heard the full objection,
ask the client to elaborate.
This is where the phrase “what do you mean?” promote efficiency.
Make sure you understand what the rejection means
before trying to answer.
If you reply too quickly,
you could give the wrong answer and ruin the sale.
“Courteous treatment will make a customer a walking advertisement.” – J. C. Penney
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POLICY AND RESPONSIBILITIES
Be gentle, courteous,
and respectful in the face of any rejection.
Not too emotional and very observant,
Even if you say no a thousand times,
always respond
as if it were a valuable comment to your offer.
Remember the quote:
“People don’t care how knowledgeable you are until they know you care”.
When you are friendly
and tactful in handling objections,
customers will see that you really care what they think.
So they will also start to take an interest in you
and your product or service.
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HOW TO FEEL, END AND FIND CODE
A great way to handle rejection is to use the “feel,
finish,
and find” approach.
This is a professional method of taking a rejection for granted,
assuring the client that they are not the only one with this concern,
and responding to their satisfaction.
For example, a customer says:
“It’s too expensive”.
Respond:
“Dear customer, I understand how you feel.
Our customers also felt this way w
hen we first introduced them.
But this is what they got.”
Then explain that people
who have had similar concerns have realized they got it cheaper
than expected and are happy with their decision.
Customers are often influenced
by what others do with your product or service.
When you ensure that your customers feel the same way,
continue to buy your products
and are satisfied with what they receive,
they will feel comfortable
and believe that the products are good for them.
“When the customer comes first,
the customer will last.” – Robert Half
*************
USE MULTIPLE DISCLAIMER
If the customer says,
“Everybody promises good services,
but then they don’t deliver,
I’ve missed too much”.
“Dear customer,
I understand how you feel.
Others have thought the same about our services.
It is a legitimate concern to make a purchase like this.
But customers have seen us service
and repair this product for two hours,
until 3pm on business days.
If it’s later than 3 o’clock,
we will send someone over the next morning.”
Support your answer with letters of praise,
price comparison sheets,
or a newspaper that guarantees the quality of your product
or service whenever possible.
To be sure, ask: “Go
Does this answer your question?”
“There is a big difference between a satisfied customer
and a loyal customer.” – Shep Hyken
***************
NINE COMMON DISCLAIMERS YOU NEED TO ANSWER
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1. Implicit denial
The first type of refusal is implicit denial.
The customer is interested in your offer but says nothing.
They nod, listen but don’t react
to where you work or what you do.
The solution is to let the customer talk more.
Ask open-ended questions
and listen attentively to the answers.
The more customers respond,
the more accurately they say why they didn’t buy.
The individual who combines a great attitude with a great product.
Becomes unstoppable! – Grant Cardone
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2. Reason and reason
The second type of refusal is the reasons.
There are always instinctive reactions to any sales method.
“We are satisfied with the current supplier”
“We are very busy and do not have time for this.”
“We have everything we need.”
“We are not interested at the moment.”
Those are just the reasons.
They’re not really serious.
The salesperson will nod,
smile,
agree,
and then ask questions to control the conversation.
The best way to deal with initial setbacks,
including excuses
and impulsive responses,
is to say,
“Yes. Anyone in your situation felt the same way
when I first met him.
But then they became our closest customers
and they wanted us to be friends.
This feedback immediately shifts the focus of your product conversation
to satisfied customers.
In any case, the answer you hear will be:
“Oh, really? What is it?”
Great sale people build value. – Grant Cardone
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3. Malicious rejections
There are malicious refusals.
Because there are so many different people,
you will sometimes encounter people
who are dissatisfied or angry
with the current situation.
Since they cannot scold their boss
or their spouse,
they will take it all out on the friendly salesperson.
These people often think and act negatively.
They criticize your product
or compare it badly to your competitors.
They impose that the price is high,
the product is not good….
The way to deal with a malicious rejection is
to understand that you are not the target.
Your customers are having their own problems
and they have nothing to do with you.
You’re just stuck in a psychological mess
between them and their troubles.
Stay calm, confident,
positive and polite.
Often your actions will soften the negatives of the client
and encourage them to open up more.
“To get what you want,
you have to deserve what you want.”― Charlie Munger
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4. Inquiry
The fourth most common refusal is a request for information.
This is a rejection that you can answer as well
or better than other parts of your sales pitch.
When a customer asks for more information about the outcome
or benefit they will get from a product or service,
you’ll be in the perfect position to make the sale.
Use all your rejection handling skills.
Accept the rejection.
Praise and thank the customer for asking questions.
Answer the question and end with:
“Did this answer your question”?
“To give real service you must add something which cannot be bought
or measured with money,
and that is sincerity and integrity.” – Don Alden Adams
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5. The refusal to brag
Another type of refusal is the bragging refusal.
Sometimes, customers want to show they know a lot about your product
or service.
They make comments or ask complex questions about your product,
service, or industry.
When faced with this situation, humbly respond.
Show how impressed you are.
Be polite, graciously listen and let the customer speak.
Remember,
when you make your customers feel important by listening,
they’ll be more friendly and buy from you.
“Men are rich only as they give.
He who gives great service gets great rewards.” – Elbert Hubbard
****************
6. Subjective denial
The sixth most common type of rejection is the subjective one.
This disclaimer is directed at you as an individual.
Customers will say things like,
“You seem to be making a lot of money, don’t you?”
or “Selling this product makes you a lot of money, right?”…
When customers criticize you,
it may be because you have said too much about yourself
and they are disappointing you
by criticizing your appearance or attitude.
When you find yourself talking too much about yourself or your company,
product,
service,
or personal life,
stop and ask questions.
Let’s talk more about the customer.
When you put the customer at the center,
you won’t encounter any more subjective objections.
“I like to listen.
I have learned a great deal from listening carefully.
Most people never listen.” – Ernest Hemingway
****************
7. Objective disclaimer
You may also encounter objective objections.
Such questions will be directed at the product introduction
and the statement that you work for the benefit of the customer.
The customer may say:
“I do not think this product can meet our requirements”
or “The product seems to be very good,
but does not meet the requirements”….
If you can handle objective objections,
you will be able to sell.
The best way is to show rave reviews
and other proof that this product does what you say it does.
Make sure your customers get the benefits you promise
and that you make it easy for them to buy your product.
“To listen closely and reply well
is the highest perfection we are able to attain
in the art of conversation.” – Francois de La Rochefoucauld
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8. Definitely do not buy
The eighth most common form of refusal is called “resolutely not buying.”
This usually happens at the beginning of a referral.
If you do not resolve this insistence,
the customer will listen but not open up.
Let’s reduce the initial insistence with the closing method.
Say, “Dear guest, thank you for your time.
you are comfortable.
I’m not trying to sell today.
I just wanted to ask a few questions
and see if there is a way our company can help you achieve your goals
in the most cost effective way.
Is that okay?”
Once the customer is comfortable and allowed to ask questions,
start with selected open-ended questions to assess the customer
and find out what they really need.
“Happiness is a by-product of an effort
to make someone else happy.” – Gretta Palmer
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9. The Last Rejection
The final refusal is called the final refusal.
You complete the introduction
and the customer understands they should buy your product or service.
They know what you sell and how much.
They were about to make a decision but still hesitated.
“How do I know what I get for my money?”,
“Are you sure this is the best I can get?”
– they may say.
Listen attentively and tell them that these are perfect products
or services,
good prices, and that everyone who is using them
is very happy with their decision.
“Get closer than ever to your customers.
So close that you tell them what they need well
before they realize it themselves.” – Aysa Hazan
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WIN TO THE END OF SALE QUESTION
After handling the disapproval,
you can proceed directly to the closing question:
“Which of these two products do you prefer?”
“Do you want to send bills to your home or office?”
“Do you want to ship this week or next week?”
If they answer any of the questions,
the sale is done.
Then you complete the paperwork
and get their signature.
Sometimes the final rejection is called a blinding rejection.
Don’t overreact, don’t take it too seriously.
Smile and say:
“A lot of people have asked this when buying this product”
“The more you engage with customers,
the clearer things become
and the easier it is to determine what you should be doing.” – John Russell
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HOW TO END LAST REJECTS
The method of closing the sale with
still rejection is very effective and easy to use.
You have just finished presenting your introduction
and the customer understands your offer
and wants to enjoy the benefits.
But they said,
“I don’t know if I can buy it now or have to wait.”
To find out what other rejections are preventing a purchase,
say: “Dear customer,
it seems there are still some issues that are holding you back.
May I ask, is it a matter of price?”
Put questions together,
ask two questions
but emphasize one sentence.
The customer will reply,
either “Yes,
the problem is the price”,
or “Not this”.
Whatever they say,
accept their concern and say”
“Yes sir, this is an important issue.
Are there any other issues you need to consider?”
“Spend a lot of time talking to customers face to face.
You’d be amazed how many companies don’t listen to their customers.” – Ross Perot
**********
FIND OUT THE REAL REASON
In many cases, customers won’t want to say
the real reason why they procrastinate.
They know when they give you a reason
and you give a reasonable answer,
they won’t be able to refuse anymore
and have no choice but to buy your product.
So the customer will keep the disclaimer.
They don’t want to say what the reason is.
Occasionally, they give them no
but that’s not the real reason for their hesitation.
Regardless of how the customer responds to this question, ask again:
“Is there any other reason for your hesitation?”
Keep asking until they say,
“No, that’s the last reason.”
The final reason they gave in response
to a series of questions was true
or still a rejection:
“I’m not sure I can afford it,”
or “I’m not sure this product can do the things that I don’t know.” I said.”
“Know what your customers want most
and what your company does best.
Focus on where those two meet.”– Kevin Stirtz
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SATISFACTION OF THE REASONS OF THE FINAL REVOLUTION
Say, “Ladies and gentlemen,
this is an important issue.
If my answer pleases you,
will you be willing to continue?”
Be quiet and wait for an answer.
Finally, when the customer says,
“Yes, if you can answer I will buy right away.”,
keep asking the question:
“So how can you be satisfied?”
and silently waited for them to come up with “Terms to End.”
At this point in the sale, customers often say,
“If you can do this or that,”
or “If I can stop talking to people who have been in this situation,
I will continue.”
Now that you know the closing condition,
the key disclaimer,
the problem you have to convince them to buy.
Go ahead and show that you can answer and satisfy them,
and finally ask for an order.
“The customer tells us how to stay in business,
best that we listen.” – Pamela Nelson
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PRICE DISCLAIMER
Thousands of customers have been interviewed after
they purchased a product or service.
While discussing the purchase,
they raised a lot of questions about prices and conditions.
But when interviewed:
“What made you decide to buy this product (or service) and not another?”,
they rarely mentioned the issue of price.
We understand that what customers want is not the lowest price
if the product is similar to other products.
They want the most reasonable,
good and fair price,
not the lowest.
Why so?
This is because customers tried
to save money by buying products
at low prices but ended up getting value for their money.
Cheap products and services disappoint customers.
Products are damaged
or they are not served.
Therefore, they focus more on quality rather than price.
“There is only one boss.
The customer.
And he can fire everybody in the company from the chairman on down,
simply by spending his money somewhere else.” – Sam Walton
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NO ONE WANT TO BE BUYED
Customers don’t want to throw money out the window.
No one wants to have to pay more than necessary,
or more than others have paid for them
promote a product or service.
We all want the best price,
but we also understand that low prices come
with more problems than anticipated.
When you get a final offer on price,
look the customer in the eye
and make sure they’re making a good sale.
“Dear customer,
this is the perfect price.
You are having a very good sale.
When you consider everything we have to offer in this product,
you will be satisfied.”
“It is not the employer who pays the wages.
Employers only handle the money.
It is the customer who pays the wages.” – Henry Ford
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CONCLUSION WILL BE
You can use the “assume” ending.
The customer says,
“Sorry, I love this product,
but we just ran out of money.”
Answer: “Sir, assuming that is not the case.
Is there any other problem that makes you visit?”
When asking such a problem,
the customer will have to say:
“No, that is the only problem”,
or “There is another problem”.
Whenever you say:
“Assume that’s not the point;
assuming we can satisfy you;
assuming we can run for you.”
You can always remove the final disclaimer or closing condition.
“Let’s say we can drop the price by another $100.”
“Assume we can process this request and send it to you on Friday.”
“Let’s say we ship this week and only ask for payment
when you ask for it next time. Is that okay?”
“The customer:
Someone that indirectly pays for your food,
clothes, and vacations.
Be nice to them.” – Gene Caballero
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HOW TO END THE LESSAGE CORNER
You can use the “spiky corner” ending
to turn a rejection into a reason to buy.
This method is very effective
when customers stop rejecting or insisting not to buy.
The customer says,
“I can’t pay monthly.”
You say, “If we could extend the payment period by another year
and the monthly payment was less than $400, would you agree?”
The customer may say,
“Your product does not match my specifications.”
You say,
“If we could prove it to you and guarantee it, would you agree?”
The customer may say,
“Your product does not match my specifications.”
You say,
“If we could prove it to you and guarantee it, would you agree?”
In other words,
use your abilities to neutralize any objections
and close sales based on the rejection.
“The best way to find yourself is
to lose yourself in the service of others.” – Mahatma Gandhi
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PROVIDE A COMMITMENT PRIOR
Inexperienced salespeople often make the mistake of hearing the last word
and offering to go back to the company
to see how the problem can be resolved.
The customer says,
“I like your product and need it by the end of next week,
but you need six weeks to ship it.”
Instead of saying,
“Let me go back to the office
and see if we can ship it faster,” say,
“If we were moving early next week,
would you buy it?”
With a “sharpened” ending,
the customer must agree
to buy the product
when you can answer their final condition
and must provide a real reason for their hesitation.
“The price is too high,” you say,
“If we could sell this product for a lower price,
would you buy it?”
The customer will have to say,
“If the product is the same but the price is lower,
I will buy it.”
“If you work just for money,
you’ll never make it,
but if you love what you’re doing
and you always put the customer first,
success will be yours.” – Ray Kroc
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HOW TO END “UPDATE”
You can use the “reverse” ending in many situations.
This is a very effective humorous ending.
You can apply with your child,
with your spouse
and with your clients.
A friend of mine said that his income doubled in less
than a year after starting
to use this method after my presentation.
When a customer gives you any objection,
especially a common one like,
“I can’t afford it,” respond with,
“Sir, that’s why you have to buy it.”
This will grab the customer’s attention
and force them to say,
“What, what do you mean?”
One of the deep secrets of life
is that all that is really worth doing
is what we do for others.” – Lewis Carroll
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PRIZE THE ANSWER
It will take you a few seconds to think
of reasonable answers to this question.
Customer: “The product is too expensive.”
You reply,
“Sir, that’s why you have to buy it.”
Customer: “What do you mean”.
You say:
“Dear customer, you want to buy this product at the lowest possible price?”
“Of course I would.”
“You want the highest quality as well, right?”
“That’s right,” replied the guest.
“You will be able to buy that one day, right?”
“Yes, maybe someday.”
“Dear customer, that is
why you should buy this product today at this price,
because you will never get the combination of product,
quality,
price like today.
Why don’t you agree?”
“Your ability to communicate is an important tool in the pursuit of your goals,
whether it is with your family, your co-workers,
or your clients and customers.” – Les Brown
****************
USE THIS END ANYWHERE
A client of mine works
for a cable company that sells Pay TV from home.
The sales team tripled their earnings using this closing skill.
The salesman knocked on the door and said,
“Do you want to sign up for Pay TV?”
Immediately the customer says:
“No thanks, I can’t buy it”.
The salesman will say,
“That’s why you should buy it,
because you can’t afford it.”
The door is about to close and then opens,
the guest will ask:
“Why, what do you mean?”
The reason people don’t buy cable
or satellite TV is
because they believe they can’t afford it.
The salesperson will say:
“I have
Can I ask a question?
Someday you will install Pay TV,
watch movies,
sports shows,
plays,
art,
children’s programs… right?”
The customer will say,
“Yes, I’ll do it sometime.”
“That’s why you should install it today.
Since we are having a special promotion,
today’s installation will be the cheapest.
Installation is free
and you will have to pay next month.
The very fact that you think you can’t buy it is
why you should buy it today.
“And then, hundreds of homeowners signed up for their services.”
“Our greatest asset is the customer!
Treat each customer as if they are the only one!” – Laurice Leitao
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CARD ON PHONE
Sometimes, you can use the “backward” approach
to a customer over the phone.
First, you call
and question the effectiveness
or benefits of the products you sell
or question their benefits to the customer.
The customer will reply:
“I don’t like it”.
The customer will reply:
“I don’t like it”.
Respond quickly:
“Sir, I don’t think you don’t like it. So I called you.”
The customer immediately said, “Why?”
You say:
“Dear customer, most people using our products are not happy
when we first contact them.
The people who care the least become the people
who are most satisfied
with what our products bring.
When you say you don’t like it,
it means this is the product you’re looking for.
I want to talk to you for ten minutes to show what we have
and you can decide for yourself.
When do you think is the best time?”
Always suggest a general amount of time
instead of a fixed amount of time.
“Are you free around 10 a.m.
Tuesday, or is a Wednesday afternoon better for you?”
It will be easier for the client
to agree to meet with you Tuesday
or Wednesday morning if you are open and flexible.
“Sell” the “seminars”
A millionaire started his career
as a salesman giving a free speech
to his three-day seminar on how to get rich.
During the talk, he pointed out
that no one can get rich
by working for others,
and that there are many ways
to get rich if they are educated and trained.
There will be a lot of spectators standing up and saying,
“I want to participate but I can’t afford it.”
Before he learns to end “reverse”,
he will be confused by this answer.
But if he used this method,
he would say,
“That’s why you should join.”
At this point, every listener wants
to hear what he is about to say.
He will answer:
“May I ask how many years you have been working after finishing school?”
Listeners can answer “ten years”
or “20 years”.
Then the speaker will say:
“To participate in this seminar
it will cost you $495 for two days
and is unconditionally guaranteed.
You said you graduated
and worked for ten (20) years and couldn’t pay $495?
That’s why you have to ask,
borrow,
or steal so you can go to a seminar
to learn how to improve your financial situation,
so you never have to say this again.”
“If you just communicate, you can get by.
But if you communicate skillfully,
you can work miracles.” – Jim Rohn
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LOGIC INCREDIBLE
This answer is so logically irresistible.
Audiences who thought
they couldn’t attend the seminar suddenly realized that
they’ve been working for 10,
20 years and still have no money.
If they don’t attend the seminar,
they’ll continue to be empty for another ten years.
At the end of the lecture,
people lined up to register for the seminar.
Remember, by using the “reverse” ending,
you don’t have to have the next perfect answer.
Quote: “That’s why I joined.”
destroyed customer concerns.
This quote will wake them up
and make them pay attention to you.
“If you make a sale, you can make a living.
If you make an investment of time
and good service in a customer,
you can make a fortune.” – Jim Rohn
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HOW TO END “CHANGING LOCATIONS”
The good ending you can use
when you can’t undo the key rejection
is called the “swap” ending.
This method is especially effective
when the customer does not answer directly.
Once you’ve built a friendly relationship,
present the introduction
and the customer doesn’t talk about what they’re thinking.
You say,
“Sir, change positions for a moment.
Put him in my place and imagine him as me.
Imagine that you are talking
to someone you respect.
He recommended the perfect product
and they still didn’t make a decision nor explain why.
What would you do or say in that situation?”
Customers will understand and say:
“I understand what you are saying.
This is my real concern…”
They will give the real reason
why they hesitate to make a sale with you.
You don’t earn loyalty in a day.
You earn loyalty day-by-day.” – Jeffrey Gitomer
**************
PROVIDE THE POSSIBILITY OF RESOLUTION OF DISCLAIMER
If they still don’t respond, say,
“Are we talking about economics?”
Then be quiet and wait.
Customers will have to say,
“It’s not an economic problem,”
stop and ask,
“So what is the problem?
and silent again?”
Finally the customer says,
“This is what interests me…”
Then answer:
“Dear customer,
if we were able to resolve your concerns
and satisfy you,
would you be willing to proceed with the sale?”
If the customer agrees,
you’ve made the sale.
“We see our customers as invited guests to a party,
and we are the hosts.
It’s our job to make the customer experience a little bit better.” – Jeff Bezos
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WELCOME DISCLAIMER
Rejection is a common
and predictable part of any sale
We have all experienced disappointing products
and services.
We don’t want to do that again.
Your task is to be patient,
polite,
positive,
ask questions and listen carefully to the answers.
If you’re polite and persistent,
the prospect will eventually tell you
why they’re hesitant
and give you a chance to answer their question
and close the sale.
“Courteous treatment will make a customer a walking advertisement.” – James Cash Penney
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PRACTICAL EXERCISE
1. Make a list of every objection a potential customer might make.
2. Categorize the rejections you must hear
and won’t have more than six groups,
and then prepare persuasive,
powerful responses to each objection.
3. Use creativity to get customers excited about your product,
instead of their concerns.
4. Determine that the customer must be persuaded
to buy your product or service;
focus on finding and demonstrating
that they will receive significant benefits.
5. Treat any refusal as a request for more information
and a reason for making a purchase.
6. Listen attentively to customers when they refuse
or ask questions;
practice listening skills.
7. Complete the sentence:
“I can sell to everyone I talk to,
as long as they don’t say…”
Always be patient and determined to face difficulties
must waver
and everything seems difficult to surrender. – Jeremy Collier
