Objection Handling Part 2 - PIVOT

Last week I spoke about the client and your mindset around objections.

Objections are simply them objecting TO something done/not done; said/not said; their own past experiences; or their “lizard” is on high alert because they know they are going to be “asked to buy” something.  

This week I want to talk about what action to take when a client voices an objection.

I want to be clear that a question can simply be a request for more information. This isn’t what I’m talking about. 

They are making “no” noises. :)

Their lizard was triggered and they are stalling or delaying.  

I know my knee-jerk reaction is for my heart to start racing and I rush to start talking to offer up a defense or I start to “educate” the client.    

No bueno! 

Now that I know it is my knee-jerk reaction when everything in me starts to get riled up, I now PIVOT.

Pause
Inquire
Verify
Outcome
Transition

When a client voices an objection, makes a statement, or asks a question that is a stall or a delay… 

PAUSE

         PAUSE - Do yourself a favor and stop selling. 

         DO NOT respond with an immediate reaction or action, even when everything in you is screaming at you to do it.

          Barry Rutten, The Insurance Sales Doctor, calls this having a “Poker Stomach”.  Not just a poker face, but a poker stomach!  Nerves of steel baby!  

          Breathe

          Do not jump into immediate ACTION... breathe...take a beat or two.  

I don’t mean inhale as if you were doing an impression of a vacuum and all the paperwork on your desk goes up your nose, but breathe REGULARLY for a few beats.

Lean back in your chair and relax your arms so they are loose and either in your lap or at your sides.

INQUIRE

          ASK a question. Be genuinely curious. 

          We don’t know the real reason for their comment, question, stall or delay.

          You can have empathy, but don’t believe or buy into their objection.

          Do NOT take it at face value.

          It is perfectly OK to ask a question to gain clarity and understand the “real” issue behind the objection, action, reaction, or statement.

         Your next action is to simply ASK a short question.

          Don’t ask, “Why” as that makes them feel challenged.  You want a collaborative conversation, not a combative one.

• How come?
• Can you tell me more (about that)?
  How do you know?
• What do you mean (by that)?
• Can you clarify that (for me)?
• Can you expand on that (for me)?
• Can I ask you what you mean by…..?

          Then SHUT UP and listen.

          Then, after they’ve spoken…

          ASK ANOTHER QUESTION

          Go deeper.  

          Based on what they responded to the previous question:

• “When you say my (insert your product/solution here) is too expensive, compared to what?”
• “I’m curious as to the thought behind (what they said). Can you tell me more about that?”
• “I’m curious, there must be a reason you said (what they said). Have you experienced something in the past (or with a past service provider) that would cause you to (feel that way/say that)?”
• “I’m curious, you say you want to do XYZ. What is the outcome you’re expecting if you don't make that change?”
• “I’m curious, what did that bring up for you when I gave you that advice?”  
• “That’s a strong opinion/statement. I’m truly curious, where did that statement/feeling/reaction come from?”  
• “That’s a strong opinion/statement. I’m truly curious, can you share with me how [insert what they said] is showing up for you in your business/life?”  

VERIFY  

          Thank them for taking the time to explain and give you clarity around what they said, and then follow up with:

• “So, if I understand you correctly…”
• “From what I’m hearing, your concern is …”
• “From what I understand you are worried about…”

          THEY feel heard, validated, and understood.  

          YOU now have a clear picture of what they are truly objecting to.  

          In reality, no matter how it is phrased, it falls under one of these categories:

• You’re going to sell me something   
• I can do that myself or my VA can do that or I can google how to do it
• I don’t want to spend more money on my business
• I need to think about it 
• Too busy
• I need to ask someone else (spouse, business partner)
• We / Your services aren’t a good fit - this one is a good one - if you aren’t a good fit, you don’t want them as a client anyway! 

OUTCOMES

          You want to get back to selling, but… hang in here with me…what if you just switched to serving them? 

          Focus on Connecting rather than Closing?

          Real Talk:  You are going to want to “educate” them on all the reasons they should/shouldn’t move forward.

          You will want to tell them all the “things” about your product/service and end up vomiting all over them to try to convince them their objection isn’t valid.

  
          If you do this, you and your prospective client lose.   You lose the sale. They lose getting the help they so desperately need to move them from point A to point B.

          Education isn’t about products, it’s about the promised outcome.

          You are going to ASK more questions to help them come to the internal decision that the risk of saying “YES”, outweighs the risk of them saying, “No” and them doing nothing in their business.

          This works best when you have proven results around your promised outcome(s) and what they will achieve when they are done working with you.  

          Depending on their objection - you will ask them questions about the outcome THEY desire and the promised outcome YOUR product/solution provides.

          Examples:

• “I want to clarify that when our conversation started you stated you wanted to achieve (insert here) without (pain points) so that you can (list up to 3 benefits to them), has that changed?”
• “What has kept you from achieving (desired outcome) on your own?” or “What have been the roadblocks that have kept you from achieving/accomplishing/attaining (desired outcome)?
• “If you don’t achieve/eliminate/uncover/discover (desired outcome) have you explored what not taking action will truly cost you in time, your energy, mental health, and money lost to lack of sales (or what is important to them)?” 
• “What would be the impact on your business if you don’t  (their stated desired outcome)?”
• “How would it show up in your business if you didn’t (their stated desired outcome)?” (What would it look like - have them paint a picture)

          THEN…

          Give them a quick win and showcase / demonstrate that you CAN deliver on your promised outcome!

          Let them experience you in action.

          “When I’ve had the blessing/opportunity/ability to work with/help/guide [insert the audience type] other online course creators who want to achieve XYZ [insert desired outcome] without [common problem/pain point they face] so that they can [insert at least benefits] I do that through [name one of your techniques - not all, give a juicy one].   

          How that could look for you is….” 

          And then DEMONSTRATE one aspect of your offer/program/technique/service that will give them a quick win they can take action on ASAP.

          Even if they end up not working with you, you just created a raving fan!

TRANSITION  

          “What did you find most helpful about (what you just did with them)?”

          “Will you be able to take immediate action on it in your business based on (what you just did with them)?”

          Then segue back into your conversation where you left off before the objection OR ask if you can send them a proposal to work with you to get them to their promised outcome.

BOTTOM LINE

When you hear an objection, PIVOT so you can react and handle the real issue.

Prospective clients will object from time to time.

Don't own your client's backstory, mindset, or triggers.  

Not everyone will take your advice, guidance, recommendations, or strategy.

Focus on connecting not closing.

It’s about outcomes, not your product/service.

It’s simply a conversation to see if you are a good fit for one another.

Continue to do your work with integrity. 

Serve generously.

Seek to understand, not convince.

Keep Calm and Handle Objections. 

Yours in success,

Kimi Brown

The Joyful Contrarian