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In the past I have written about the importance of context when it comes to objections, and a basic understanding of the root of objections. We looked at the importance of context, TIME and VALUE. We looked at how there isn’t a right time, just their time and our interruption of it, now let’s look at VALUE, and how we can use it to make it easier to manage, handle and leverage them for more engagement.
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What’s in Your Pipeline? www.SellBetter.ca (855) 25-SALES
@TiborShanto @discoverorg#sellbetterdorg
Cold Calling: How to Handle the Objection!October 24, 2013
What’s in Your Pipeline? www.SellBetter.ca (855) 25-SALES
@TiborShanto @discoverorg#sellbetterdorg
Tibor Shanto
• Principal – Renbor Sales Solutions Inc.
• Drive numbers by building top sales performers through process and behavioural change
• Focus on Execution
What’s in Your Pipeline? www.SellBetter.ca (855) 25-SALES
@TiborShanto @discoverorg#sellbetterdorg
Tibor Shanto
• Principal – Renbor Sales Solutions Inc.
• Drive numbers by building top sales performers through process and behavioural change
• Focus on Execution
What’s in Your Pipeline? www.SellBetter.ca (855) 25-SALES
@TiborShanto @discoverorg#sellbetterdorg
Commitment to Action
What’s in Your Pipeline? www.SellBetter.ca (855) 25-SALES
@TiborShanto @discoverorg#sellbetterdorg
Today’s Focus
• Nature of Objections
• Manage and Overcome
• Execution
What’s in Your Pipeline? www.SellBetter.ca (855) 25-SALES
@TiborShanto @discoverorg#sellbetterdorg
Prospecting
• Why is it that Sales People don’t like to prospect?
1. Fear of Rejection – Objections
Not about avoiding – it is about managing
The Good News – One sure proof way to avoid Rejection
Bad News – Don’t make the call
Oddly, the number one choice of many sellers!
What’s in Your Pipeline? www.SellBetter.ca (855) 25-SALES
@TiborShanto @discoverorg#sellbetterdorg
Interruptive Marketing
• Unless you are in their calendar, you are an interruption
What’s in Your Pipeline? www.SellBetter.ca (855) 25-SALES
@TiborShanto @discoverorg#sellbetterdorg
What is An Objection
• A Reaction
16 Hours
10 Hour Day
What’s in Your Pipeline? www.SellBetter.ca (855) 25-SALES
@TiborShanto @discoverorg#sellbetterdorg
Blah blah Fortune 500, blah blah leader
in blah blah blah
What’s in Your Pipeline? www.SellBetter.ca (855) 25-SALES
@TiborShanto @discoverorg#sellbetterdorg
What is An Objection
• A Reaction
• A reaction to all the bad calls that came before you
• Shut it down
• Conditioned Response = down to their favorite blow-off
• Not Personal – not you – what you represent
What’s in Your Pipeline? www.SellBetter.ca (855) 25-SALES
@TiborShanto @discoverorg#sellbetterdorg
A Proven Methodology
I - Initiate
E - Engage
IQ - Impact Question
R - Ready
TiA - Take it Away
C - Commit
• The average contact to appointment is roughly 14%, or 7 : 1 That’s for Cold Calls!
What’s in Your Pipeline? www.SellBetter.ca (855) 25-SALES
@TiborShanto @discoverorg#sellbetterdorg
Deal with Rejection
• Interruptive Marketing
• Five Biggies:
Status Quo
No Interest
Time
Bad Experience
Send
What you do – Not how you avoid!
What’s in Your Pipeline? www.SellBetter.ca (855) 25-SALES
@TiborShanto @discoverorg#sellbetterdorg
NO!
NO!
NO!
NO!
Objections – Rejection
What’s in Your Pipeline? www.SellBetter.ca (855) 25-SALES
@TiborShanto @discoverorg#sellbetterdorg
May I help you?
Just looking
Man, this place has crappie service, is
there anyone to help us?
Five Minutes later:
What’s in Your Pipeline? www.SellBetter.ca (855) 25-SALES
@TiborShanto @discoverorg#sellbetterdorg
May I help you?
Just looking
That’s ok, if you tell me what you are looking
for, I can show you where to find it.
What you do with it – Not how you avoid!
What’s in Your Pipeline? www.SellBetter.ca (855) 25-SALES
@TiborShanto @discoverorg#sellbetterdorg
Handling Objections
A. Acknowledge
B. Credibility
C. Involve
D. Call to Action – Commit
An updated variation of the Triple F:
I know how you Feel, others have Felt the same way before the Found …..
http://is.gd/OHBook
What’s in Your Pipeline? www.SellBetter.ca (855) 25-SALES
@TiborShanto @discoverorg#sellbetterdorg
Handling Objections
• The first one is always Conditioned Response
• Need to change direction
• Make sure you deal with the real why
What’s in Your Pipeline? www.SellBetter.ca (855) 25-SALES
@TiborShanto @discoverorg#sellbetterdorg
Managing Status Quo
A. Acknowledge:
▪ I know exactly what you mean
▪ It is interesting you say that
▪ I understand why you would say that, in fact
B. Provide example where you co-existed
C. “ENHANCE/MATCH/FIT/EXTEND/LEVRAGE”
D. As before, propose a single time to meet
“It’s interesting you would say that, as BDC said the exact samething before they saw how we helped accelerate adoption oftheir internal programs; let me show you we did that, how isWednesday at 11:00?”
What’s in Your Pipeline? www.SellBetter.ca (855) 25-SALES
@TiborShanto @discoverorg#sellbetterdorg
Managing No Interest
A. Acknowledge – starts the same way:
▪ I know exactly what you mean
▪ It is interesting you say that
▪ I understand why you would say that, in fact
B. Go to value
C. “Value – Direct Benefit – Risk removal – Cost take out”
D. As before, propose a single time to meet
“I understand, because PB said the exact same thing before they sawthe 5% increase in retention we delivered, and the positiveimpact that had on client sat and revenue growth, I can showyou exactly how we did it, how about Wednesday at 11:00?”
What’s in Your Pipeline? www.SellBetter.ca (855) 25-SALES
@TiborShanto @discoverorg#sellbetterdorg
Managing No Time
• Comes in two varieties:
1. Here and now
2. Not until the second coming
1. Here and Now
“You know I thoughts that would be the case would be, as I only work by appointment myself, and that is the only reason I’m calling, to schedule the appointment. How is next Thursday at 3pm?”
2. Second Tuesday after Hell freezes over
“Not a problem, I’ll make a note, just so I am better prepared, can you help me understand what will specifically change between now and then?”
• Then work it!
What’s in Your Pipeline? www.SellBetter.ca (855) 25-SALES
@TiborShanto @discoverorg#sellbetterdorg
Managing Bad Experience
• Not necessarily a negative
• It is about the resolution – or lack thereof
• Explore the experience
• Do not take ownership
• Empathize – don’t sympathies
What’s in Your Pipeline? www.SellBetter.ca (855) 25-SALES
@TiborShanto @discoverorg#sellbetterdorg
Managing Send Information
• Highlight breadth of offering – meet to focus
• Trade lit for meeting
• Go to web site
• Use e-mail
• As before, propose a single time to meet
• Ask about priorities to focus in material
What’s in Your Pipeline? www.SellBetter.ca (855) 25-SALES
@TiborShanto @discoverorg#sellbetterdorg
Before it Even Happens
• “I bet you haven’t had a chance to read it yet, have you?”
• “I am the small business specialist”• “Taking a proactive stance”
First time – Surprise
Second time – Validation
Third time – My job to deal with it
What’s in Your Pipeline? www.SellBetter.ca (855) 25-SALES
@TiborShanto @discoverorg#sellbetterdorg
Voice Mail
Always Leave a Voice Mail
• It is a Touch Point – 4 – 7 before the game even begins
• Call back is only goal of voice mail – not to make appointments
• Be counter intuitive > Less is Better!
What’s in Your Pipeline? www.SellBetter.ca (855) 25-SALES
@TiborShanto @discoverorg#sellbetterdorg
Voice Mail
Always Leave a Voice Mail
• Assume you are calling Steve Jones – he works for More Trucking Central
• Assume you’ve done business with Down The Road Trucking
▪ “Steve Jones – This is Mike Miller from Top Choice.
▪ I can be reached at 416 555-1234
▪ I’m calling with reference to Down The Road Trucking"
Monday Tuesday Wednesday Thursday Friday
VM VM 11:00
EM
VM TXT VM
What’s in Your Pipeline? www.SellBetter.ca (855) 25-SALES
@TiborShanto @discoverorg#sellbetterdorg
• Standard Referrals don’t work
• You need to connect with people who are: “In The Know” when a decision maker experiences
• People who are in a position to put you in front of someone who has or about to experience a Trigger Event
Referrals 2.0
What’s in Your Pipeline? www.SellBetter.ca (855) 25-SALES
@TiborShanto @discoverorg#sellbetterdorgSLIDE :27
What’s in Your Pipeline? www.SellBetter.ca (855) 25-SALES
@TiborShanto @discoverorg#sellbetterdorg
Time To Commit
Write Down Three Things You Will Put Into Practice
When
1)
2)
3)
What’s in Your Pipeline? www.SellBetter.ca (855) 25-SALES
@TiborShanto @discoverorg#sellbetterdorg
Tibor Shanto
What’s in Your Pipeline? www.SellBetter.ca (855) 25-SALES
@TiborShanto @discoverorg#sellbetterdorg
Thank youTibor ShantoPrincipal
Renbor Sales Solution$ Inc.
(855) 25-SALES
www.SellBetter.ca
www.SellBetter.ca/blog
twitter.com/TiborShanto
Henry Schuck
Chief Revenue Officer
DiscoverOrg
800-914-1220
@discoverorg
http://is.gd/discoverorg