All of you will face objections of one type or another when asking your customers to buy. On this episode of the podcast, Chris and Chris show you how to LEAP through Objections.
Don’t Hear a “No”
You shouldn’t assume the answer is No when you get an objection. Most of the time, an objection is an opportunity to learn more or teach more. You should look at objections just like you would a broken furnace, an outlet that isn’t working, or a clogged drain. You should see it as an opportunity to troubleshoot.
Don’t Problem Solve Too Early
You have probably done this before. A customer has given you an objection such as “That’s too expensive” and you’ve responded with… “we have financing “thinking that was a sole fare. The customer may have responded with a range of responses and emotions from a simple, calm “I don’t use credit” to a loud and offended ‘ ‘I don’t need credit!” Neither of these is the response you wanted. You tried to solve a problem based on your assumption rather than the facts. You would never do that with a furnace, water heater, or outlet that wasn’t working. You just assumed you knew what was wrong and replaced a part hoping that would fix it. Solving a problem without knowing the reason is a guess.
There’s no room for guessing when troubleshooting a system or handling objections.
Always LEAP
The only way to effectively handle an objection is to LEAP
Listen – Try to figure out what the customer is really saying. Listen to understand not to respond.
Empathize – Show the customer that you understand their perspective. This doesn’t mean you agree with them.
Ask Questions – Ask a question or questions to get the info you need to figure out if it is an objection or smokescreen.
Problem Solve – Help the customer with the true condition.
You should approach objections with an open mind. Don’t hear a No. Objections are an opportunity to learn more or teach more. Make sure you troubleshoot objections just like you would any system you would work on. Don’t problem solve too early. Always LEAP to find out if it’s a smokescreen or condition. Only then can you figure out how to help the customer make a great decision.
