The prospect probably has questions and objections that must be responed to. (page 20)
1. Prospects have questions and objections that are routine and are heard many times.
If you get a question and objection in which the prospect agrees, there is no problem and go on with the call.
2. If they don't agree, you'll get a question that needs to be answered or an objection that needs to be overcome.
That's just what you want to hear.
3. The pages printed on red card-stock are for the prospecting scripts and selling scripts meant for
the prospecter to stop talking and listen before you respond.
4. In business-to-business prospecting and real estate prospecting we use the color of Red to
indicate the type of dialogue that is to be used.
5. Listen carefully to see if the business prospect agrees or disagrees or has a question or objection.
______ The obstacle, if overcome, will get you the results that you want. _______
In a perfect world, every business prospect would agree with you. But in the real world of sales prospecting for new business, most prospects has a question or objection and won't continue with the call until they're satisfied with your answer.
The Red pages means the business prospect has a question or objection meaning that the other person is talking, consequently you must listen.
The other person might have a question or objection saying:
• no,
• not now,
• and not interested.
They may also say:
• maybe,
• maybe if you convince me,
• or maybe ... someday I'll consider it.
They might simply say;
• “I have a question or an objection.”
_____ The red response gives the business prospect the answer to their question. ______
• If they give you an objection or objection, it will be an avenue to the obstacle that, if overcome,
will get you the results that you want.
In an ideal world, every listener would agree with you but the reality is most won't. Red questions and objections are the result of something you said while you were talking using the Green pages.
1. The way in which you answer questions and objections will determine the direction that the conversation will take.
2. The response you give will usually determine the outcome of the prospecting call and sales call.
3. In other words people respond to what you say.
• Questions mean interest.
Questions and objections usually mean there is an interest in you and your product and should be welcomed. If they don't ask any questions there's nowhere for you to go.
• Change the prospects thinking.
The goal of the red pages is one that could lead to the prospect changing their attitude toward the agent or the company. The response to the question, must take the form of a benefit to the prospect. It should be aimed at the prospects emotions and worded in such a way as to sound positive yet answer the question.
• Emotional objections
Emotional objections are based on feelings. Those feelings are usually “not” positive. They can be unsubstantiated and vague.
Unfortunately their perception is your reality. Emotional objections are harder to respond to. Anything you say tends to be wrong. Logical questions or objections are measurable, specific, and factual.
The first step is to isolate the emotional objections to find prospects source of information or what caused the experience.
• Logical objections
A logical objection can then be turned into an opportunity by responding and quickly following up with a Green page question.
• The prospect may be simply misinformed.
These are good questions because you can answer them truthfully and with candor. If they regard money or time issues, the responses are more than adequate. They are fair questions in that the prospect was simply misinformed.
• Irrelevant questions ment to harass.
These are the toughest questions of all. It's a question that is totally irrelevant yet has the sting of harassment. There is no real answer that will make sense. The best you can do is to “smile” and treat the prospect with charm and respect, the things that are missing in their life. Above all don't stoop to their level by saying something that is less than professional. Remember, your job is not to put someone in their place; your job is to get them to do business with you.
• Skeptics and nay-sayers
Skeptics and nay-sayers are nearly impossible to deal with. One out of five people you deal with carry mental baggage that is difficult to cope with. They do not come up with bona fide questions or objections that are meaningful. A person who is skeptical is going to be that way no matter what. It's easy to get defensive. A skeptical person will remain unconvinced until a preponderance of evidence is presented.
• Oppositional people
Oppositional people and "Yeah-buts." They take the opposing viewpoint to anything and everything. Oppositional behavior is built-in to their nature and a simple prospecting call isn't going to change that.
Calling a prospect who has an "oppositional" state of mind is maddening enough when answering a question and objection, Doing business with them is tough on those of us who are well-adjusted. You can’t make any sense of their taking issue with everything. That's just the way they are.