The “I need to talk to my spouse” is right up there with “I need to pray on this” on the list of tough objections salespeople and technicians face in the field.
This is such a tough objection because the salesperson feels like the client has retreated back to sacred ground. It’s like the client is saying to you, “Don’t you dare go there. You know you are not supposed to cross this line.” Or, at least that is how you hear it.
In the study of the 4 DISC Profiles, results have shown that the “spouse” objection often isn’t even an objection. It’s a “smokescreen”.
A smokescreen is a “little white lie.” It covers the truth to avoid conflict.
Over 45% of the population falls into a “High Stability” personality. This type of person is motivated by feeling safe and secure and wants to avoid conflict at all costs. With those odds, you must master handling this objection because you will confront it time and time again with this personality type.
There are times when your client may not have the power to make the decision without their significant other involved in the process. So, the best option here is to determine the situation and address it before it becomes an issue. Which brings us to key point #3.
You should address the objection Before It Occurs!
Use your observation skills and common sense on this one.
If you observe that the client is a High S (conflict-averse) personality, and is constantly bringing up his or her spouse, that means 2 things:
When this happens, you must use your experience and training to determine if this will be an opportunity that will require both of them present.
For good measure know this rule: When repairs exceed single-spouse approval, you need the involvement of the other spouse.
Your goal is to determine if you are dealing with a “smokescreen” or a genuine objection/condition. With a smokescreen, we need to isolate the truth. With an objection or condition, we need to take the appropriate objection handling steps. Let’s take a look at the scripts below:
Client: “I need to talk to my spouse.”
Tech: “That makes a lot of sense, Betty. Do you think he will have some questions about what we covered today?”
Client: “Yes I do.”
Tech: “What type of questions do you think that John will ask?”
Client: “He’ll probably ask about the price.”
Tech: “Well, that’s an easy one to answer. Do you think he will ask about the technical side of the installation process?”
Client: “I don’t think so. Probably not, he is more concerned about price.”
Tech: “Oh. Well what do you think he will say about that price?”
Client: “It’s too high.”
Tech: “I bet that is exactly what he’ll say. Betty, what do you say about the price?”
(This is the test that determines if you dealing with a smokescreen or an objection.)
Client: “Well, Uhm. This is a little awkward. Uh, I think the price is a little high.”
You have just discovered that the husband is probably not the issue. It’s the client’s perception of your value and price. What you need to do now is continue in addressing the objection.
If she says “I think it is perfectly fine,” then you a dealing with a sales objection or condition. You have 2 choices here:
You will have to make the best call here. I understand that whether you are on a big sales lead, or a low service call opportunity can weigh heavily into the right decision.
Let’s take a look at how to set a new appointment with the spouse.
Tech: “Betty, let’s make sure John gets the full picture, because I reviewed a lot of information today and I understand that it is a lot to consider. I can come back this afternoon and review these options with the both of you at the same time? Will you take a look at your calendar. 6 works for me, would that work for both of you?”
Did you know that the absolute best way to learn is to practice a new technique in the presence of experts that can give you instant feedback? When you practice in the presence of experts, you get the following benefits:
If you are interested in these benefits and more, then attend out next PRESS PLAY Training Series for Sales and Techs.
Here are the links to each post in this 5 part series:
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