What's up! You're still watching the Bitrix24 Partner Sales Course and we're right in the middle of Module 3 - handling customer objections. Now, let's say it's your sales presentation and the client has come up with valid objection which you have listened to and understood.
The next logical step would be to offer a proper response backed up by rock-solid arguments that will leave the client with zero doubts about your product. Once you do that, you can proceed straight to closing the deal. Coincidentally, this is the hardest part of your sales negotiation with the client.
It requires professional skills, laser-sharp focus, and maximum empathy on your side. Plus, there's always the "unpredictable customer" factor. After all, it's their call.
Another important thing here is monitoring your client's reactions during the conversation. This will help you to control the situation better - just to make sure you alternate between questions and arguments. So, how do we come up with the rock-solid argument?
Well, there are two ways to approach this: appeal to logic and appeal to emotion. Appealing to logic is just using facts and numbers. Appealing to emotion suggests invoking strong, positive feelings in your client.
The choice is yours - usually, it depends on the situation, and the client, and your personal preference. Let's see how you can use both of these approaches when dealing with one of the most common sales objections - "It's too expensive for me ". We're going to start with appealing to logic.
If your client says the product's too expensive, you can easily share some facts and numbers to prove that your product is worth every single penny. For example, the client says: "I don't know, it's too expensive for me. " And you say: "Well, I can see where you're coming from.
But have you considered this - Bitrix24 is an all-in-one solution capable of replacing all the other services you're currently using. Once you get Bitrix24 up and running, you will no longer have to pay separate subscription fees for all of your messengers, CRM, Task management system, cloud storage, and video conferencing tool. You're looking at potential savings of at least $500 a month.
What do you say? " - You can also analyze the pros and cons of your solution while focusing the client's attention on your strongest points. This is known as the Benjamin Franklin method.
For example, the client says: "I don't know, it's too expensive for me. " You say: "Well, there's always pros and cons to every solution. Yes, the initial price is a bit higher than one might expect.
But don't forget that this price includes full access to over 35 business tools, 24/7 customer support, and regular product updates free of charge. As you can see, it's really worth it". Now, these were just examples.
Any downside of your product - whether it's subjective or not - can be easily compensated with a nice, hefty upside. Your goal, as a salesperson, is to draw client's attention away from the downsides and focus it on the upsides of the product. That's called - appealing to logic.
Now, let's talk about the other approach, which suggests appealing to the emotions of the customer rather than common sense. As strange as it may seem, emotional selling is almost always NOT about the product, rather about the customer and the way he or she feels. Yeah, the product may help the customer to save up to $500 dollars per month or increase efficiency by 30% or reduce churn rate down to 0%, or whatever.
But for some people, that's not good enough - and this is where emotional arguments come in. When you appeal to emotion, you don't tell your customers about the product and its features - you tell your customers where your product can take them. It's got to be a better place than where they are now.
Paint your customer a picture of a better future, a future where - thanks to your product - the only problem they'll have is the lack of problems. For example, the client says: "I don't know, it's too expensive for me". You say: "Well, Bitrix24 might be a bit on the pricier side, but what you're paying here for is not just the product.
You're paying for the ability to manage your team from anywhere in the world - whether you're at home, on vacation, or at a party. Just imagine what you could do with all the free time that Bitrix24 gives you - you can focus on strategic business development, or play golf, or master archery, or anything else that's not boring work in the office - because Bitrix24 will handle that for you. " - You get the idea.
Just don't go too far with your emotional arguments - still have to be somewhat grounded in reality, in the clients, of course, not yours. We've put together a huge list of possible customer objections with matching counter-arguments - download it, study it, use it! One last thing before we wrap up this lesson - don't be too afraid to experiment!
Try using different approaches, mix them, combine them until you find the one that works for you and your clients. The ultimate goal here is not to go by the script - your arguments have to sound and feel natural as if they're coming from your heart ,which they will, once you get enough practice. And remember this - using the right arguments at the right time can help you win any client with ease.
That was it for now. And thanks for watching this lesson. We'll see you real soon in the next lesson!
