Prospects will communicate their comfort level with you, your information and how they feel about you throughout the meeting. It is important to pay attention to the cues throughout the meeting, but it is even more important to respond to them within The Approach step.
Your chances of successfully completing Step 2 are slim if you don’t respond to the objections (verbal or nonverbal) presented in Step 1.
How can prospects display nonverbal objections?
If a prospect displays objections through a lack of eye contact or crossed arms or legs, or a stoic expression it could be because they are not getting the point across.
Handling Nonverbal Objections
To help you respond positively to a prospect’s objection non-verbally, here are some suggestions:
* Use everyday vocabulary
* Use industry terminology, technical terms, and acronyms only if you are able to understand them.
* Be clear.
* Let the prospect decide the pace of the conversation.
* Pay attention to your tone and inflection while speaking.
Smile and keep your eyes open. Ask questions and make statements that show you are listening to the prospect.
It does not necessarily mean that a prospect is interested in your ideas, just because they have agreed to let you into their home or business.
You may face verbal objections as you build the relationship through your demeanor and attention to detail, listening skills, and demeanor.
The four most common objections that you will encounter are:
Four basic objects
* There is no money
* There is no need
* There is no hurry
* There is no guarantee
No matter what objection you get, it will be included in one of these basic objections. There will be two types depending on the type of objection you get.
There are two types of verbal objections
1. Prospect doesn’t give you any information to support a response.
“I can’t see you”
“I do not need…”
“I’m not interested.”
To form a proper rebuttal, you must bring an Emotional/Broad objection down to a Specific Objection.
2. Prospect provides information that can be used to help you base your response.
“I cannot see you because I was leaving to take my wife to work.”
“I don’t need insurance for health because I don’t get sick.”
“I don’t want to be involved because I have group coverage at work.”
A concern/issue that is emotional does not reveal its true cause and should be addressed by an open-ended question.
A logical objection can reveal the true concern or issue and can be addressed.
These are the important points to remember when responding to any type of verbal objection:
* Don’t fight the objection. Talking with the prospect can cause resistance to increase and make your job harder.
* Be in alignment with the prospect. To reinforce your support for the prospect, use empathy skills and supportive words.
* Identify any issues. Communicate with the prospect that you appreciate their time and financial resources. This may reduce resistance, which could make it easier to overcome objections.
You must bring down an Emotional/Broad Objection to a Logical/Specific Objection. The Logical/Specific Objection must be dealt with immediately.
This is how to do it:
1. Be sure to address any concerns. Be compassionate with the prospect.
1. Rebuttal Key Phrase
“Obviously, you have a reason to feel that way. Would you mind telling me what it is?
2. Rebuttal Key Phrase
“Obviously, you have a reason to feel that way. Many of my customers felt that way when they first spoke with me.
2. Restate/Isolate your concern
Prospect: “I’m not interested in any insurance right at the moment.”
Sales Professional: “Obviously, you have a reason to feel that way. Many of my customers felt that way when they first met me. It will take me about 15 minutes to show you what I have. If there is an interest, I will stay for a longer time. If not, I will go.
“Is it Fair?”
3. Effective questioning begins with High/Low trust questions. This will allow you to determine what they like and dislike.
Questions about low trust
These questions are designed to establish the relationship, and give you the right to ask High Trust Questions.
Questions of high trust
You have the right to ask questions of a personal nature