Well, well, well....
The good old "we're hungry
and we need to get something to eat,
we'll get back with you tomorrow," OBJECTION.
I want you to remember, this is NOT AN OBJECTION,
this is a SMOKESCREEN.
This is a PUT OFF LINE and nothing else.
There's no objection being handled here
Saying "we're hungry," does not address what the issues are in closing the sale. This is the same as any other put off line.
Let me take it to the ridiculous...
"I haven't farted since breakfast,
and I really need to let one fly."
"I'll have the wife, pull my finger a few times tonight,
and we'll call you in the morning."
This customer is telling you
the exact same thing with this put off line.
SMOKESCREENS ARE NOT OBJECTIONS!
YOU NEED TO FIND OUT WHAT THE REAL ISSUE IS!!!
ONCE AGAIN
FOR THOSE HARD OF HEARING,
SMOKESCREENS ARE NOT OBJECTIONS.
I have to address this right here and right now.
If you get stumped or blocked regularly with these smokescreens, you cannot make any money in the sales business. You may get lucky every now and again with a laydown, but you will not be making any real money.
"Even a blind squirrel can find
an acorn every now and again."
I recently was in a sales organization, and witnessed a salesman return to the office from an appointment, only to tell the sales manager that...
"It's a hot one, their gonna do it.
They just needed to get some food and sleep on it."
"They're gonna call me tomorrow, this is a sale."
The salesperson proceeded to expound all of the details,
to the sales manager.
What I witnessed after this, was even worse. It actually came from the sales manager. The sales manager actually gave the "Order Taker Salesperson," a pat on the back, and told him great job on the presentation, instead of helping him.
This Sales Manager proceeded to inform me,
"There is a problem with the leads,
this kind of crap happens all of the time."
"The prospects are all just a bunch of "Tire Kickers,"
they're not real buyers."
WTHell!!!!
Are you freakin' kidding me!!!
Mr. Sales Manager, it is time that you
hone your closing skills.
For those of you keeping score,
People just don't come up and say...
"Hey, is your shit for sale? Cuz, I wanna buy it."
C'mon.
This, "we're hungry, and gotta eat" SMOKESCREEN,
happens quite a bit in the sales industry.
Especially in Home Improvement and Automotive Sales.
I'm going to show you quickly and easily how to handle this. So you can get down to what the REAL OBJECTION IS.
So, let's take care of this once and for all.
This is what I have used for years with tremendous success.
Pay attention....
For this example let's use a HVAC salesperson
Customer:
"We have been at this awhile, we're hungry, and we haven't eaten yet." "We need to get something to eat, sleep on this, and we will call you in the morning."
Salesperson:
"Mr. and Mrs. Customer, we have been here for a bit.
I was just about to offer to get you guys something.
What do you guys like? My Treat."
Note: If they say something like,
"there is a great little Italian place close by,
that delivers great food," get ready,
you are about to write a deal.
However, this is what usually happens....
Customer:
"No thank you, we would just really like to eat by ourselves,
we will get back with you tomorrow."
Don't get flustered here, compose yourself.
Remember: Validate, compliment,
then find out the real reason why, and handle it.
Salesperson:
"Mr. and Mrs. Customer, normally what I have found when people say this to me, there are 2 reasons why they do."
"The first, is that they are just trying to be kind and they don't want to insult me." "They are not really interested in what I am showing them, but they don't want to make me feel bad."
"If that is the case, I appreciate your kindness."
"However, Mr. and Mrs. customer,
I can see that you love the system,
it's exactly what you guys want, right"
Customer:
"Yes"
Salesperson:
"So with that being said, the second reason people tell me that they need to get something to eat and they will call me later, is that there is something wrong with the deal that I have presented."
"Would you mind telling me which one it is?"
Customer: (will usually say, something like this)
"Well, it's the deal?" "That's just a lot more than we were prepared to pay right now." "Times are just a bit tight."
"Is there anything you can do?"
Salesperson:
"So, Mr. and Mrs. Customer, if I am hearing you right, and I believe that I am." "What you are saying, is that if I can get this completely to your satisfaction, you guys would have no reservations with me taking care of this for you, right?"
Customer: (will usually say something like this)
"Well yes, if it fits within our budget"
Salesperson:
"Mr. and Mrs. Customer, I'm not going to allow price or payment; get in the way of you guys getting exactly what you want for your family."
"Fair Enough?"
Customer:
"Okay, but it needs to make sense,
were not made of money here."
Note: Calmly but with confidence,
deliver this next portion as though you are a teacher.
Write it down in front of them.
(don't shortcut this step)
Salesperson:
Mr. and Mrs. Customer, were you aware that the average household in America spends approximately $3,500.00 to $5,000.00 per year on home repair and maintenance?
"That's an average of $292.00 to $384.00 per month."
"That's real money, spent yearly, right out of your bank account."
Customer:
"I didn't know that"
Salesperson:
"If you own a home, it's just what happens."
Note: Don't stop, go right into this with confidence.
"Here is the problem with this." "Normally you can go for months without anything happening, then something breaks and that $5000.00 needs to be spent all at once." "That's REAL MONEY that has to be spent right away, and unfortunately you don't have a choice, it's gotta' be taken care of."
"We have all been there right?" "It's happened to the best of us."
Customer:
"Yes."
Salesperson:
"I don't care who you are, money like that all at once really hurts."
"However if you don't take care of it, your house will be
ice cold in the winter, and hotter than heck in the summer."
"It's a piece of machinery, that at some point
has an expiration date, and just dies on you."
"So, to make this decision an easy one." "The lender we partnered with during our promotion, allows you the opportunity to replace this system for 48 simple payments of $237.00 per month." "That's a heck of lot easier to handle than a
Monster Hit of $5,000.00 all at once right?"
Customer:
"Yes"
Salesperson:
"The nice thing with the program
is that you can pay it off when you like."
"The thing I like best about this program,
is the peace of mind, hassle free warranty,
that comes with this unit for the next 10 years."
"If something were to fail with the unit,
it is on the manufacturer, not your wallet."
"That'll give you guys peace of mind,
knowing that if something happens, your covered, right?"
Customer:
"Yes."
Salesperson:
"I don't care who you are, I come from the school
that if you can save a buck, you just earned one."
"You guys agree with that?"
Customer:
"Yeah, Us too."
Salesperson:
"My favorite thing about this promotion,
is that you're in control." "You set the payment date."
"You can have it the first of the month,
or the middle of the month."
"What timeframe would work best for you?"
"The 3rd or 4th, or maybe the 15th or 17th?"
Note: THIS IS CRUCIAL...
Look only at your contract at this point,
you are waiting for them to tell you
what day of the month works best.
No eye contact here. Eyes on the paper.
You need to act as though this is no big deal!!!
Customer:
"It's gotta be the 15th of the month,
the mortgage is due on the first."
Salesperson:
"Got it"
Note: Calmly keep rolling...
Don't stop
Salesperson:
"Now Mr. and Mrs. Customer, because of the promotion,
we are a bit busy now."
"However, it looks as though, I could get this taken care of for you guys Tuesday morning or Wednesday Morning."
"What day works best for you?"
Customer:
"Tuesday." "The sooner the better, this place is freakin' hot."
Salesperson:
"Now Mr. and Mrs. Customer, we are going to need you guys park on the street so we can get our rigs in your driveway."
"Could make sure to have that done by 8am?"
"We start pretty early."
Customer:
"Sure."
Note: from this point the salesperson needs
to have all paperwork ready for his customer to sign.
No Fumbling around.
ASSUME THE SALE!!!!
ASSUME THE SALE!!!!
ASSUME THE SALE!!!!
The HVAC salesperson was able to extract
what the real objection was.
It wasn't that they were hungry or hadn't farted since breakfast.
It was that they were uncomfortable with the deal.
He needed to be their guide and consultant.
He handled it, made them want it, and didn't give the deal away.
You see how simple that was?
Again, I said simple, not easy.
You need to practice this approach,
if you just wing it, you truly will sound disingenuous.
And you will be escorted out the door.
You cannot handle an objection,
unless you know what it really is.
Always keep digging.
If the customer will not let you know
what the real objection is,
you need to extract it.
"Sometimes, you gotta move
1000 pounds of dirt to find the nugget."
Da Bear