Prescriptions Part 2 – Handling Objections

This week on the show, Chris and Chris resume their talk about the second P in PRESS PLAY, Prescriptions. Any time you ask a customer to buy from you there is the possibility of objections. Here is the process for understanding and handling objections:

Reasons for Objections

Objections happen naturally because of the situation. You’re a stranger in the customer’s home. They don’t understand the technical stuff. They are anxious about the money. All of these things lead to objections.

Handle Objections Before They Happen

Your process should help minimize or eliminate objections. The things you do when you arrive, through your introduction, through your diagnostic and evaluation will all build value incrementally. You can’t leave anything out or choose to do just a few things. All of it together builds the value.

The Most Common Objections

To remember the most common objections just remember STEAM:

  • I need to talk to my spouse.
  • I need to think about it.
  • That’s too expensive.
  • I can’t afford it.
  • I’m getting multiple bids, or I need a second opinion.

Is the Objection a Smokescreen or Condition?

A smokescreen is the “little fib” that a customer may tell you to cover or hide the true issue. They may be embarrassed to tell you they can’t afford it, or they may be programmed to say “I want to think about it” because of past buying experiences. A condition is the true reason the customer can’t say “yes” right now. You must determine what the objection truly means.

Discover the true Condition with LEAP

The customer needs to know you are hearing them and understanding their situation. To do that and to uncover the truth, you must use LEAP. Listen, Empathize, Ask Questions, and Problem Solve. Listening means that you are seeking to understand. Empathizing means you show the customer that you understand and why. Asking Questions helps to find out if you need to learn more or teach more. Problem Solving should only be done once you know the true condition.

On the next episode, we will break down LEAP and how to use it with the most common objections.

We will talk more about presenting and overcoming objections on subsequent episodes of the podcast.

Keep turning learning into earning!!

Download the podcast!

Check out these upcoming classes:

Get Connected

What SETs Us Apart?

Proactive Business Plans

A proactive business is a successful business. That's why our team takes the time to make sure every client has a proactive, not reactive, business plan. Our strategies make your business run more smoothly and profitable.

Proven Results

Our training services help businesses identify and achieve their key performance indicators (KPIs). Whether it's increased revenue or higher satisfaction rates, our methods allow you to see immediate and continued results.

Personalized Training

Our team of experts works hard to make sure your business gets personalized training. We'll work with your team one-on-one or in group settings to set and achieve your business goals. We develop training based on your goals!

Prioritizing People

We believe that people are the most valuable asset. We strive to provide outstanding benefits, life balance, leadership, and support to our team. We believe in helping people reach their greatest level of growth, contribution and satisfaction.

Success Stories

I've increased my sales from $250,000 a year to over $400,00! This really works.

-Scott Putman, Putman Plumbing

Success Stories

Over $2,400,000 in sales my second year after training with SET!

-Chris Yanez, Selling Tech

Success Stories

I sold $18,867 on my first call after SET's Press Play for Sales event series!

-Jake Pettit, Selling Tech

Success Stories

We have been with Service Excellence Training since 2015 and believe it is an integral part (training, coaching, mentoring) to our overall business model.

-Judy Mueller-Hyde, Director of Operations
Hydes HVAC Company Logo

Trusted By

horizontal red and purpler plumbtite logo
142 Cimarron Park Loop, Ste E, Buda, TX 78610
Join our newsletter
© 2024 Service Excellence. All Rights Reserved
Website by Leadhub