Let’s face it, no matter how great we do at listening to the wants needs and desires of our customers there comes a point where we suggest that they purchase and it triggers an internal voice that makes them say “no”.
It’s not that they don’t want to buy, it’s that there is something inside that seems to force them to resist.
No worries, with a simple method that I call the “4Rs of Objection Handling” you can overcome just about any objection.
1. Repeat – Just repeat the objection. This lets them know that you’re listening and it also may help them hear how silly it sounds so they can change their mind and say yes. Example: “The price is too high.” You would simply repeat it: “Ok, the price is too high.”
2. Replace – Replace their objection with another, more positive word that helps them see that there’s a solution to their concern. Example: “So you do want to buy it, you just want to make sure it fits into the budget you can handle, does that sound about right?”
3. Remove – We want to make sure there are no other concerns so we’ll ask an isolating question to remove any other possible issues. Example: “Other than making sure it fits your budget, is there anything else that would keep you from enjoying this great automobile?”
3. Re-close – This is where you overcome that single concern and offer them another chance to say yes! Example from this price objection: “Mr. Smith I know the payment is $50 more than you were hoping but remember, this new Honda Civic will save you $50/mo on gas and $20/mo on car insurance so you’re going to actually put $20/mo back in your pocket by saying yes – not to mention the fact that you LOVE driving it! You don’t want to drive that old Malibu home so let’s get your paperwork handled and help you start enjoying your new civic, I need your OK right here.”
Will this work with everyone? No, but ask yourself this: What are you doing now? Does that work with everyone? Think of this as one more arrow in your quiver of closing ideas and make today amazing!
You can find fun closing techniques right on your iPhone for just 99¢ at http://j.mp/autoclosesapp
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