Throughout the meeting, prospects will indicate (either nonverbally or verbally) their comfort level with you and the information you are presenting. While it is important to be aware of the cues at all times, it is especially important to be aware of and respond to these cues within The Approach step.
If you cannot respond appropriately to the objections (nonverbal or verbal) being presented in Step 1, your chances of successfully completing the remaining steps are limited.
Nonverbal Objections
What are some ways prospects show nonverbal objections, demonstrating they are uncomfortable and resistant in a given situation?
When a prospect is demonstrating an objection through lack of eye contact, tense mannerisms, crossed arms and legs or a stoic expression, it may be due to the tone, language or demeanor you are expressing.
Handling Nonverbal Objections
When responding to a prospect’s nonverbal objection, try one or more of the following to help achieve a positive outcome:
• Use everyday vocabulary.
• Avoid using industry language, technical terms and acronyms only you understand.
• Speak clearly.
• Let the prospect set the pace of the conversation.
• Monitor your tone and inflection when speaking.
• Maintain good eye contact and smile. Use questions and statements that affirm you are listening to the prospect.
Verbal Objections
Just because a prospect agreed to let you come through the door and into the prospect’s home or business, does not mean there is any interest in what you have to say.
As you develop the relationship through your demeanor, attention to detail and listening skills, you may encounter verbal objections even at this first step of the selling process.
Most objections you receive will fall within four basic objections:
Four Basic Objections
• No Money
• No Need
• No Hurry
• No Confidence
Regardless of the objection you receive it will fall within one of these four basic objections. Of the basic objection you receive there will be two types of objections.
Two Types of Verbal Objections
1. Emotional/Broad Objections: Prospect does not give you any information on which to base a response.
“I cannot see you.”
“I do not need…”
“I am not interested.”
You have to bring an Emotional/Broad Objection down to a Specific Objection in order to form an appropriate rebuttal.
2. Logical/Specific Objections: Prospect gives you information on which to base a response.
“I can’t see you because I was just leaving to take my wife to work.”
“I do not need health insurance because I never get sick.”
“I am not interested because I have group insurance at work”
An emotional objection does not reveal the real concern/issue and should be responded to by an open ended question designed to disclose more information.
A logical objection does reveal the real concern/issue and can be responded to.
When responding to either type of verbal objection, keep these important points in mind:
• Do not fight the objection. Debating with the prospect causes resistance to increase, making your job more difficult.
• Align yourself with the prospect. Use empathy skills and supportive statements to reinforce you are on the prospect’s side.
• Validate any concerns. Let the prospect know you understand the value of the prospect’s time and budget, which may help lower resistance, making an objection easier to overcome.
You have to bring an Emotional/Broad Objection down to a Logical/Specific Objection, and you must handle the Logical/Specific Objection immediately.
Follow this process:
1. Validate any concerns. Empathize with the prospect.
Rebuttal Key Phrase 1:
“Obviously you have a reason for feeling that way. Do you mind if I ask what it is?”
Rebuttal Key Phrase 2:
“Obviously you have a reason for feeling that way. A lot of my customers felt the same way when I first talked with them.”
2. Restate/Isolate the concern.
Prospect: “I am not interested in any insurance right now.”
Sales Professional: “Obviously you have a reason for feeling that way. A lot of my customers felt the same way when I first talked with them. It will take about 15 minutes to present what I have for you. If you have an interest I will stay longer, if not I will leave.”
“Is that Fair?”
3. Begin effective questioning using High/Low trust questions to establish specifically what they do and do not like.
Low Trust Questions
Questions designed to establish the relationship and earn you the right to ask High Trust questions.
High Trust Questions
Question of a personal nature that you have earned the right to ask.
Sales Professional: “May I ask with which company do you carry your health insurance?”
