Welcome back! As we have mentioned in the previous lesson, the main reason for a customer to have objections is because their expectations have not been met. What does it mean?
Let's take a look at a few situations: 1. The customer may already have certain preconceived ideas about your product and your company that may differ from what you're saying. 2.
The customer expected the product to work a look differently than described in your business proposal. 3. The customer expected a lower price or different terms or maybe a bigger discount from you.
4. The client expected your sales presentation to be more professional. 5.
The client simply wanted to check if you are to be trusted. 6. The client did not quite understand what the product is about, which leads to hesitation and unwillingness to make decisions.
These are some of the most common reasons behind customer objections. Now, the main thing we want you to understand is that objections are unavoidable and you will eventually have to deal with them whether you want it or not. The goal here is to learn how to ANTICIPATE customer objections and handle them appropriately.
It may be difficult at first but once you get good practice, you'll realize that there is no such thing as unhandlable objections. Is that even a word? What can really help you here is creating a list of possible customer objections and how you're going to respond to each one of them.
Obviously, the best time to do it is when you are preparing for your sales presentation. This will help you to arrive at the client meeting armed to the teeth with solid arguments and handle sales objections with ease. Not to mention that wonderful feeling of confidence you get when you know all the ins and outs of your product.
And if you feel confident, you act confident - and that shows. However, just a list of possible objections might not be enough. To deliver a killer sales presentation, you need to know how to overcome any sales objection right there on the spot - swiftly and effectively.
To help you with that, we have prepared a little step-by-step guide consisting of 5, again 5 steps! Let's take a closer look! Step 1.
Practice active listening. As your client is voicing their concerns and objections, just keep listening and NEVER ever interrupt them until they're finished. Only when the client is done speaking, agree with them in a polite manner and simply say "I see" or something along those lines, and then proceed to Step 2.
Step 2. Here, you need to figure out whether your client has a real objection or this is just an excuse. Step 3.
Validate your customer's concerns. It is really important that you show your prospect that their concerns and objections are, in fact, quite valid and have every right to exist. Now, that doesn't mean you have to agree with them - just let your client know you respect their opinion and do not openly oppose it.
Validate your customer's concern and make a smooth transition to get your point across - it may go something like this: "You are absolutely right. The price might seem a bit high at first. However, if you take X into consideration.
. . " Another phrase: "Totally agree with you - this is what I would think too.
But there's one more thing you probably haven't considered yet. And that is . .
. something" Another phrase: "Is completely understandable. Still, if you look at the bigger picture.
. . " - These phrases are really good and you can use them anytime.
Now Step 4. Respond with a logical counterargument. Basically, it's you offering the client a solution to their problem contained in their objection.
For example, the client says: "You know, that it's too expensive for me" to which you can reply "You're right. It might seem that Bitrix24 is a bit on the pricey side. But, as I've mentioned earlier, you're getting over 35 tools for the price of one.
And that includes CRM, video calls, and website builder with free hosting! This is an unbeatable value compared to what others have to offer" - Just another phrase you can use. Now, it's also worth noting that most clients wouldn't mind spending a bit more money than they initially expected if the product is guaranteed to solve their problem.
This essentially means that price is not always the deciding factor when it comes to software businesses. Finally, we get Step number five. And by this stage, you should have neutralized all of the customer's objections, and it's the right time to give them a quick summary.
You could precede it with something like: "Have you got any more questions? " "Is there anything else you would like to know about Bitrix24? " "Now that we've talked about the product, let's.
. . " So these are some lead up phrases that you can use to proceed to the next final step.
We've put together a list of the most common sales objections from the Bitrix24 customers, which may prove quite handy for you. There, you can also find useful phrases, questions, dialogues all of which you can use to create your own, unique style of handling custom objections. Just make sure you practice them enough.
In our next lesson we're going to talk more about how to use our materials to overcome your client's objections and provide solid arguments to prove your point. Thanks for watching this lesson and I'll see you real soon! Bye!
