Quote:
I will stand by what I said. "I do not believe you." IS an objection.
The important thing I feel Ace, is for you and I to get across to rich34232 that this is NOT caused by lack or relationship building, that is very clear.
As to whether or not it is skepticism or an objection there is a very easy way to understand which attitude you are facing, which I will explain, in an instructional way. But first, I have to say a couple of things here.
Degrees of an objection is one of the oddest sales notions I've ever heard (sounds like someone has been too busy using common sense again). It is like saying "I object more strongly" - this not only odd but an irrelevant distinction (even if it does exist) because we deal with the two types of objections we face using a technique specific to each type, regardless if that was a
misunderstanding or a
perceived drawback, who would care if it was more strongly felt unless it is harder to deal with, which comes up any way, this is simply not worth worrying about in your head while on a call.
Yes, they are road blocks to decisions. Not doubt.
You see, what is happening in this thread is a misunderstanding. I am saying one thing, Ace or whoever, is saying another. Since our definitions of the words are not the same, it is really quite difficult to carry on a discussion, which is partially why a forum is a poor medium of communications for training.
Understand that you may relate
- the you being any reader - to the word objection or the word skepticism differently because you have a notion of what that word means. And by differently I am saying differently than my interpretation and those of my peers who put together one of the greatest sales training programs that ever was - a worldwide standard for more than 20 years.
This notion of two meanings for the same word I accept, as any sane person must.
Just because I state this comes from one of the greatest training programs in the history of business does not mean that their definition is correct. But I will say this, in direct refute of one of Ace's comments, skepticism is a real attitude that is NOT in a gray area at all, the two (objection and skepticism) are very different indeed.
So, how do we get from here to there and have agreement on the meanings of these words so we can learn how best to deal with the attitudes themselves? How can we generate acceptance within a forum such as this?
Truly, that is what my involvement in this and several other are threads is mostly about. But I will carry that on outside of this thread and return to the argument, which is a very exciting one in my opinion.
Please, before this proceeds, can I say and have all readers be aware that am not attacking anyone. These are just ideas we are debating openly and this is an area that I am very clear on indeed, from a master sales person's and master trainer's standpoint.
Quote:
That statement can be expressive of more than one thought. For instance it could be used to express "I do not believe your claim." Or it could be used to express a general distrust of the salesperson.
The issue here is what do we do next? The prospect said "I don’t believe you" and you think that meant "I do not believe your claim" but you don't know? Ask a closed probe;
"Do you mean that you do not believe we can improve your profits by 10%?" Or
"What do you mean by that. <don't pause> Were you saying that the claim of increase profits sounds unreasonable?"
That is a closed probe. Bingo, they tell us and we now know how to proceed. However, in terms of this thread, that does not answer what it is, an objection or skepticism.
If we relate this using an example, assume you are the prospect and I am calling on you saying that as a sales coach I could improve your sales closing ratio
without increasing the number of appointments you went on by a total of 30% and you said;
"I don't believe you!"
I would say "You mean you are not confident that I can make that level of improvement in your skills?" If you say very affirmatively "Yes!" I now know that you were likely skeptical ... this is how I would proceed (S = sales person. P = prospect);
S "So, if I understand, you believe it is possible you could improve and that I could help you but that percentage of improvement is a little unreasonable?"
Closed Probe.
P "Yes, I sat down with you because I believed I could improve and you sound like you are able to help me but 30%, come on!"
S "Let's get back to the amount of improvement we can generate in a moment. First, let me be sure here. I think what you are saying is; you would be happy with less improvement than 30%, is that right?"
Closed Probe.
P "As long as you can help me improve, yes I would."
Affirmative response
S "You are absolutely right to beleive change is possible. And, having talked with you, let me assure you, there is no doubt in my mind that I can help you improve your performance and income, none at all."
Support the need.
P "I like the sound of that!"
Accepted the benefit.
S "Getting back to the percentage, I want to say that I understand exactly how you feel, 30% does sound outrageous. In fact, when I started doing one on one coaching, after having been a sales trainer for large groups for many years, I thought a 10% improvement of a top producer might be ambitious. In other words, I felt the same way as you. But then I found through time and experience that top producers were actually the best people to work with, that they are more apt to get the needed change and apply it. The improvement I have seen with people who I believe were even less capable of change than you was nothing short of astounding ... 30% is indeed not only possible but reasonable too!"
Support the need.
If the amount comes up again, if this is not an accepted benefit (more improvement than they thought was possible), then there is an attitude. Why? Because they agreed to receive up to 10% but not 30% ... believe me, this is not an objection. There is no misunderstanding or drawback. There is disbelief of a claim .... (this definition to follow is direct quote) the customer "questions or doubts a benefit."
Let me play this out for you ... as if the need for 30% improvement was not accepted ...
P "I am sorry Steve, I could believe 10% but I am still having a problem with 30%."
unaccepted need - clearly expression of doubt - it is undeniable that it is not me but the claim that this prospect can't believe.
S "Again, I am right there with you. In fact, I could have been satisfied with 10%, set up some sessions to help you see how you can affect change and some sessions to come on sales calls with you, then left it at that. But, I know better, I know there is more on the table, that you can get more out of your profession and the rewards that go with that, so first, forgive me if it seems I am harping on this <don't pause>. Believe me, this will be a worthwhile to explore for a moment longer <don't pause>. Now, the last thing I would want you to do is accept my word. I have with me letters from three top producers in their respective sales businesses, do you know Canon?"
closed probe - I am trying to confirm which letter is most likely tom have an impact on him/her.
P "Yes, I know a couple of guys who sell for them actually."
Affirmative response
S "well, great, then as you probably know, they have 79 sales reps <don't pause>. And there number two rep last year is my client, his name is ______________. His letter shows that he was able to improve his numbers last year by 27% and he notes we started working part way through the year. Had we started eerier, as the letter says, we would have achieved even more!"
Handling he attitude - yes it is skepticism.
<Hand the letter over and wait while they read it.>
P "That is impressive." Confirmation of attitude handled.
S <said a bit tongue in check> "Is there any reason in your mind why you would not shoot for 35%?"
closed probe - this is actually a closing question
P "No there isn't"
unaccepted need.
RECAP
The prospect doubted the benefit. And, since the salesperson wanted a better reference - i.e. a client with 30% improvement instead of 10% - he pressed on. Dealt with the attitude and got the order. And, by the way, the time needed tog et 30% rather than 10% is higher, so the order ends up being for slightly more consulting time - billable time.
Now, (what follows in quotation marks is a direct quote from PSS) the prospect who "opposes something about your product or service" is displaying the attitude of objection.
It is not doubt.
Suppose for a moment I was up against another personal sales coach. That this prospect was very familiar with them and leaning toward hiring them on but wanted to at least hear me out ... now let's assume that prospect was heavily suggesting the benefit of audio tapping this prospect's sales calls and playing them back, as apposed to wheat I do, which is different. The sales might go like this;
P "So you don't audio tape me when I am in front of the prospect?"
S "What is it about audio tapping you that you feel is so beneficial?" Open probe.
P "Well, I am convinced that if I can hear myself I will pick up a lot of great things I do not know I am doing."
S "I take it there is another party that has suggested handing your sales coaching this way?" Closed probe.
P "Yes, I thought all of you guys did this!"
...... I am now dealing with an objection. The type is a perceived drawback. The client believes that it is more effective to have him recorded because another coach suggested it as a benefit. The sales rep in this position knows that it is not a good reason ... is not necessary for the success of the call and creates issues legally for the other person being recorded, this Prospect's prospects. Which is a can of worms, to say the least.
If this was me, I would also know that the recording would tend to make my prospective client that I wanted to coach a little self conscious, that they would tend to behave differently, which is counter productive ... what do I do?
The answer is I must find needs that I address that outweigh the perceived drawback. Once I manage that, through probing and supporting, I can then come out with a comment about research showing that people tend to behave differently when being recorded. Only I would prefer not to do that until after I have gotten to the point where I am beginning to win them over a bit first, as it is like a put down of the competition.
A misunderstanding is slightly different. But without going into that, as this post is ballistic-ly long already, skepticism is when you know you have their respect … you sense it is not you, it is the concept you are trying to put forth. The idea, the actually benefit, it sounds like too much or improbable.
An objection is not the same at all, it is like when you service does not include something that they perceive is important (even if it is not). It may also be the prospect thinking you do not have part of what they need, which is a misunderstanding if, in fact, you do. -Gold Calling
The reason for that is that I am extremely aware of the common obections to anything I sell--and almost all objections are common. Because I have categorized those objections, I deal with them BEFORE they arise.
All who train do NOT claim that an objection is an invitation to give more information. Some trainers do, however, and that's unfortunate in my opinion.
This I very much like:That is a powerful and advanced way of selling. -Ace Coldiron