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"Handling Questions & Objections"
What do you do when you try a close and your prospect asks a question or says "Yes, BUT "
Before you can handle a question or objection you must be sure you are answering the correct one. The technique is as follows: Listen carefully to what your prospect says and then clarify any potential misunderstandings by repeating the question or objection back to them. Three examples of lead-ins for this purpose are: "So what you're concerned about is " or "So, your question is " or "Let me make sure I understand you. What you're telling me is that you like what you've seen but . Is that correct?"
Remember, prospects have just been introduced to a lot of new information and will often be somewhat confused. Do not be surprised if you find yourself answering the same question or issue several times. You will also often find the prospect's most important concerns and questions will surface only after you have clarified and dealt with several preliminary issues.
Once you have clarified the question or objection, the technique we suggest you use in answering questions and objections is the "Feel, Felt, Found" method. The step-by-step process is as follows:
1. Close - Use a variation of the suggestions from Deborah.nu Training # 12. You MUST keep absolutely silent after asking your closing question. Let the prospect answer. Maintain eye contact.
2. Identify/clarify the question as described above.
3. Never invalidate the objection or argue with your prospect. Wherever possible agree with them by saying things like, "That is a good question" or "That is an important issue"
4. Use the "Feel-Felt-Found" technique by saying something like... "I know just how you feel. When I first looked at this I felt the same way myself (or I've run into quite a few others who have felt the same way); but let me tell you what I found..." This helps remove conflict or confrontation from the conversation.
5. Answer the question or objection as simply and clearly as possible. Use stories and visual images whenever possible.
6. Make sure your answer handles the objection. "Does that make sense to you?"
7. Go back to #1 (So, you're ready to get started? ) and repeat the process as often as necessary to reach a resolution.
Overcoming your prospect's objections takes patience and lots of practice. Use your upline to help coach you through several of the more common questions and objections and while developing this skill, remember the gold miner. He has to dig a lot of dirt before he finds the mother lode; but he focuses on the gold. He doesn't think about the dirt.
Go for the Gold,
Your Deborah.nu Staff
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