Sales

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SeLLING TIPS Stalling Objections

1. A. I have to think this over.

1. Let's think about it now while it is fresh in your mind. What are some of the items you need to know more about?

2. I understand that you want more time to think. I would be interested in hearing your thoughts about the reasons for and the reasons against buying now.

3. You and I have been thinking this over since the time we first met. You know that this is a terrific opportunity, you like the product, and you know it will save you money. Right? [If prospect says yes:] Let's go ahead now!

2. B. I'm too busy.

1. I appreciate how busy you are. When could we visit for just a few minutes? [Stop or add a benefit for seeing you.]

3. C. I'm too busy. Talk to first.

1. Does he/she have the authority to approve the purchase? [If prospect says yes:] Thank you. I'll tell him/her you sent me. [If prospect says no:] Well, then why should I talk with him/her?

2. We almost never deal with purchasing managers. This is an executive-level decision. I need to talk with you.

4. D. I plan to wait until [future time].

1. Why?

2. Some of my best customers said that. Once they bought, they were sorry they had waited.

3. You promise me you will buy this fall? [If prospect says yes, then:]

1. Okay, let's finalize the order today and I'll have it ready to arrive October 1.

2. Great! Should I call you in September or October so we can set it up?

4. What if I could arrange for it to be shipped to you now but you didn't have to pay for it until the fall?

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No-Need Objections

1. A. I'm not interested.

1. May I ask why?

2. You are not interested now or forever?

3. I wouldn't be interested if I were you, either. However, I know you'll be interested when you hear about. … It is very exciting! [If prospect still says no:] When would be a better time to talk?

4. Some of my best customers first said that until they discovered … [state benefits].

5. You are not interested? Then who should I talk to who would be interested in … [state benefits].

2. B. The … we have is still good.

1. Good compared to what?

2. I understand how you feel. Many of my customers said that before they switched over. However, they saw that this product would … [discuss benefits of present product or service versus what you are selling].

3. That's exactly why you should buy—to get a good trade now.

4. What stops you from buying?

3. C. We are satisfied with what we have now.

1. Satisfied in what way?

2. What do you like most about what you have right now? [Then compare to your product.]

3. I know how you feel. Often we're satisfied with something because we have no chance (or don't have the time) to compare it with something better. I've studied what you are using and would like a few minutes to compare products and show you how to … [state benefits].

4. Many of our customers were happy with what they had before they saw our product. There are three reasons they switched … [state three product benefits].

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Money Objections

1. A. Your price is too high.

1. Compared to what?

2. How much did you think it would cost?

3. We can lower the price right now, but we need to decide what options to cut from our proposal. Is that what you really want to do?

4. Our price is higher than the competition's. However, we have the best value [now explain].

5. How high is too high?

6. If it were cheaper, would you want it?

2. B. I can't afford it.

1. Why?

2. If I could show you a way to afford this purchase, would you be interested?

3. I sincerely believe that you cannot afford not to buy this. The benefits far outweigh the price. Right?

4. You cannot afford to be without it! The cost of not having it is greater than the cost of having it. Think of all the business you can lose, the productivity you can lose, and that lost income from not having the latest, best, and most reliable technology. You'll love it! You'll wonder how you've done without it! Let's discuss how you can afford it—okay?

5. Do you mean you can't afford it now or forever?

3. C. Give me a 10 percent discount and I'll give you an order today.

1. I always quote my best price.

2. If you give me an order for 10, 1 can give you a 10 percent discount. Would you like to order 10?

3. [Prospect's name], we build your product up to a certain quality and service standard—not down to a certain price. We could produce a lower-priced item, but our experience shows it isn't worth it. This is a proven product that gives 100 percent satisfaction—not 90 percent.

4. D. You've got to do better than that.

1. Why?

2. What do you mean by better?

3. Do you mean a longer service warranty? A lower price? Extended delivery? Tell me exactly what you want.

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Product Objections

1. A. Your competitor's product is better.

1. You're kidding! [Act surprised.]

2. Better in what way? [Have customer list features liked in the other product; then show how your product has the same or better features.]

3. I'm interested in hearing your unbiased opinion of the two products.

4. You've had a chance to look at their product. What did you see that impressed you?

5. Are you referring to quality, service, features, or the product's value after five years of use?

2. B. The machine we have is still good.

1. I understand how you feel. Many of my customers said that before they switched over. However, they found that the reason a new model makes an old model obsolete is not that the old one is bad but that the new one is so much more efficient and productive. Would you like to take a look at what these businesses found?

2. That's exactly why you should trade now. Since your machine is still good, you still have a high trade-in value. When it breaks down, your trade-in value will go down, too. It's less expensive to trade in a workable machine than to wait for it to fail.

3. C. I'll buy a used one.

1. When you buy a used product, you take a high risk. You buy something that someone else has used and probably abused. Do you want to pay for other people's mistakes?

2. You may save a few dollars on your monthly payments, but you'll have to pay much more in extra service, more repairs, and downtime. Which price would you rather pay?

3. Many of our customers thought about a used product before they decided to buy a new one. Let me show you why they decided that new equipment is the best buy. The cost comparisons will make it clear.

4. I understand you want to save money. I like to save money. But, you have to draw the line somewhere. Buying a used product in this field is like shopping for a headache. Perhaps you should consider the smaller model for starters. At least you won't have any worries about its reliability!

4. D. I don't want to take risks.

1. You feel it's too risky? We rarely hear that. What do you mean by risky?

2. You feel that this is risky compared to what?

3. What could we do to make you feel more secure?

4. [Prospect's name], it may be more risky for you not to buy. What is the price you may pay for low productivity in your plant?

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Source Objections

1. A. I'm sorry; we won't buy from you.

1. Why not?

2. You must have a reason for feeling that way. May I ask what it is?

3. Are you not going to buy from us now or forever?

4. What could we do to win your business in the future?

5. Is there anyone else in your company who might be interested in buying our cost-saving products? Who?

6. I respect the fact you aren't buying from us this one time. However, I suspect that as you hear more about our fantastic products in the news and from customers, you will buy something from us in the future. Do you mind if I stop by periodically to update you on our new products?

7. Would you like to work with someone else in our company?

8. Is there anything about me that prevents you from doing business with our company?

2. B. I want to work with a more established company. We've done business with … for five years. Why should I change?

1. I understand how safe you feel with a relationship that goes back five years. And yet, I saw your eyes light up when you looked at our products. I can see that you're giving serious consideration to diversity. Just out of curiosity, could we compare the pros and cons of the two choices? Let's take a piece of paper and list the reasons for and against buying from us. The first reason against us is that we haven't worked with you for the past five years. What are some reasons for giving us a chance to prove ourselves?

2. I can only say good things about my competitor, and if I were you, I would go with him or her—unless, of course, you want a better product at a better price.