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How To Answer Tricky Questions and Objections.

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Guidelines For dealing with customer questions and concerns:

Be positive. A question asked by a client is really a request for more information and an indication they are interested in your product/service. This is GOOD!

Body language is ultra important. Do not physically back away when the client asks a question or voices a concern. Smile, uncross your arms and proceed.

Listen carefully to the entire question before you answer. The client may be asking a multi-part question or a series of questions. If you rush to answer the question too quickly you may only answer the first in the series.

Be sure you understand the question...before you answer. Ask questions for clarification, then rephrase the customer’s question and repeat it back to the customer for confirmation.

Do not judge the question. The question may be the same one you have heard and answered 100 times, but, it is the first time the client has heard the answer. All questions are important to the client, even the ones you think are stupid or painfully obvious.

Do not use buzz words. You are familiar with the subject, the client is not. The use of buzz words can confuse the client and in many cases he or she will withdraw without having their question answered.

Talk to both/all parties...as you answer the questions. You never know which one is really asking the question and each party is equally important.

Avoid contradicting a customer. Some questions are asked in the form of a statement. When this happens, be sure to restate the question, ask appropriate “probing questions” to clarify the question and then answer the question.

Use visuals whenever possible. Third party proof is very effective because if it is not a verbal statement from you, it is a factual statement from a neutral third party. Also, use a pen and paper to graphically illustrate and answer questions and concerns when appropriate.

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OBJECTIONS, QUESTIONS and CLIENT CONCERNS are a fact of life in any sales situation.

To begin, let’s eliminate the word objection from our vocabulary and replace it with the words QUESTION or CONCERN. Questions and concerns are positive and an an indication that the client is interested enough in what you have to say/offer to ask for more information. Questions and concerns are requests for more information or clarification…the client does not perceive their needs as having been satisfied. Providing additional information removes barriers to moving forward.

Sales people generally tend to fear questions and concerns because they see them as road blocks to a successful sale, a form of rejection or an opportunity to lose the sale. In reality, the concern is not the road block, fear is the road block.

Definition of a customer CONCERN:

Misunderstanding: The client does not understand the facts and or perceives that the feature doesn't satisfy their needs.

Condition: The client understands it, it’s not what they want.

Stall: The want to move forward, however, they are hesitant to take action, want to delay and have difficulty making decisions.

When to handle questions/concerns/objections?

1. Before they come up.

2. When they come up .

3. Later on at a more appropriate time.

4. Never.

A happy person is not a person in a certain set of circumstances, but rather a person

with a certain set of attitudes. Hugh Downs

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The four step strategy for handling a customer “CONCERN”

1. Understanding Ask questions to clarify and determine if the concern is a “misunderstanding”, “stall” or “condition”. First, restate the question to be sure you heard them correctly then ask probing/follow-up questions to gain understanding. Examples:

I can appreciate your concern about XXX, can you describe how XYZ would be a disadvantage.

I appreciate how you feel…tell me more about how… Explain that...... Elaborate on that..... What else... Describe how.... How do you feel that.... What do you feel... How would that.... Explain how.... Tell me more about...

2. Isolate the concern Is there anything else about XXX that you are concerned about?

3. Present your answer/solution Make your presentation in a conversational, educational manner.

4. Agreement/understanding Conclude your presentation by asking them if you have answered their question satisfactorily.

Avoid saying, “do you understand what I'm saying?” Instead ask, “have I explained this clearly?” Or have I clarified this point to your satisfaction?” Or “does my answer to your question make sense to you?”

Silent gratitude isn’t much use to anyone. Gladys Browyn Stern

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Sellers

How long have you been in the business?

I see more XYZ signs than yours.

XYZ sells more homes that you do.

John Doe does more business than you.

Mary Smith has more experience than you.

I see xyz’s ads in The Villager a lot more than yours.

XYZ will list my house for less money.

XYZ says they have a buyer already.

XYZ said they could sell it for XXXXX dollars more.

Buyers

We don’t want to sign the Buyers Rep. Agreement. This house is too expensive. The rooms are too small. We don’t like the carpet.

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