Sales Gurus - Overcome This Objection

 
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Old 04-10-2007, 03:46 PM   #21
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Re: Sales Gurus - Overcome This Objection


The point of all this overcoming of objections is to get to the real one, which in my experience is usually money. However you must do a great presentation and have them commit that yours is the company for them and the product is the only one they want, otherwise you are finished. Don't be afraid to say things like "you wouldn't even consider any other windows would you??" If they said no remind them of that later in the close. Keep in mind these are one call closing types of responses, not my thing but it makes lots of people lots of money everyday.


PROSPECT: "Well we need to talk it over"

"that's great folks, whenever my wife and I make a decision as important as this one we like to talk it over too. You know I have a bad habit/call to make (pull out cigarettes/phone as you get up) let me go have a smoke, make a phone call etc, while you talk it over. Take as long as you need. (if the wife comes you don't get the job, if the husband does your in 95% of the time) I used this in my in home sales days with great success, sometimes sitting on the porch for an hour.

another version

"that's great folks, what is it exactlly you need to talk about is it the product...{do not give them a chance to answer, they will say the whole thing!!}

"No we love it" (if you did a great presentation)

"Is it my company? ""

"no you guys sound great" ""

"Meredith...Vladimir..Is it me personally???" (half kidding)

"no no Kyle we love you to pieces!!" ""

By this time they usually tell you it's the price, but if they don't you say..

"Well then it has to be the investment doesn't it???"

again usually a yes, now close on the money..

"how much is too much"

"we don't know"

"well the if the job was free you would say yes right??" If they say no run, don't walk to your truck..

"of course"

"well somewhere between $15,000 and zero is a number that you would move forward on isn't there??" or "earlier you told me that your budget was $12,000, if I can get to your budget will I earn your business tonight???"

make them give you the number and work up from there, never agree to that number or they will cancel thinking a better deal was to be had!!!


or "Well, we're waiting on 2 other estimates"

"That's great folks, just so my thinking is clear, what else will you be looking for???"

"A better window/siding etc"? "You did say this was the one you wanted??" {you must use tie downs as you do your presentation}

"A better company, better installers etc etc"

"No , no "

"A better price??"

"yes/maybe"

"well folks I assure you you can find lower prices than mine, but we are talking about value here. You said yourself you wouldn't want any other window/siding, and you can see my companies track record...The decision is clear you need it, you want it, you can afford it let's go to work for you."

Usually now you will close on money again.


wow this takes me back
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Old 04-11-2007, 08:24 AM   #22
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Re: Sales Gurus - Overcome This Objection


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Originally Posted by dougchips View Post
I meant after the warm up when you ask the question and they say no.

"Marge and I always get 3 estimates and your the first one so we are letting you know now that while you might be a nice guy and all that there is no way in hell that we are buying anything today."
I think some people want 3 estimates and you risk losing them by not acting as consultant sometimes.
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Old 04-17-2007, 02:47 PM   #23
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Re: Sales Gurus - Overcome This Objection


aftr the warmup how can you already have given the customer the price by then? you haven't even demode your product right? and always be asking assumptive closes all thruout your presentation. and again keep asking for the work. someone i don't know who maybe zig? saya timid salepeople have skinny kids! remember that saying it gets easier the more you do it
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Old 04-17-2007, 04:22 PM   #24
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Re: Sales Gurus - Overcome This Objection


Everything kylemfk outlined is right out of the sales training manuals of a number of different professional sales trainers and is guranteed to close you a lot of sales.

Unfortunately they almost all revolve around giving up gross profit to make the sale once it comes down to it, you isolate the issue (95% it will be price because they don't have another price yet to compare to yours) and then get them committed at a price, but from there it's pretty much a game of moving them up into a dollar amount you are willing to accept.

Unfortunately I've moved far away from this type of desire to take little and big profits for a good average profit, I'm unfortunately of the mindset now of puting more and more amounts of customers into the system and only sign up customers for the same high profit margins, so all those techniques aren't really available anymore, but they are highly effective to make numbers, unfortunately there will be a lot of little profit numbers in the mix.

Last edited by Mike Finley; 04-17-2007 at 04:31 PM.
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Old 04-19-2007, 10:11 PM   #25
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Re: Sales Gurus - Overcome This Objection


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Originally Posted by DamionR View Post
I'm not a big fan of the recision close. I've used on one-leggers... and 90% of them cancel. If the buying committee is there... I wouldn't use it. You'll be let down on a whole lot of business you mistakenly thought you had.

This is another great example of using a questionaire to start your presentation. If, in your industry, you can show the homeowner their options... get them to commit to the option you recommend... you've killed the above excuses not to commit. The only answer they can give you is that they want to compare prices... which sets you up for a price drop close.
Damion when they tell you they want to compare prices, give me an example how you would close that.

So what will it take for us to do business today....and then try to get him to say a number. Thats the way I would do it.
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Old 04-21-2007, 08:58 PM   #26
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Re: Sales Gurus - Overcome This Objection


I don't believe in selling on price as the main focus - you can rarely win that battle. Someone will always undercut you. Plus, if you play into the price game... you give another salesguy a chance to close your business.

Instead, I sell on differentiation and value. The above is a good example of doing this if it can work in your industry.

Here's how it works for a client of mine in the basement waterproofing industry...

I first show them how downspouts and gutters work. If that is the solution to their problem, I explain that and tell them we are not hte company they want to hire. In most cases for the estimates we do, it's not the solution. So I show them why it's not, show them a pricetag for doing that method, then ask them if they think it's the best solution for their problems. When they say now... I write that down, along with the "negatives", and any comments they make.

Then I proceed through two other options in the same fashion (the next two are not really options, but I want ot get them out of the way)...

now I'm left with two final options for the customer - what everyone else does (which my client can also do).. and the patented solutions my client offers.

In most cases - I explain the downfalls of the "generic" system with the fair market price they should expect to pay... and get them to agree that they do not want it.

Finally... I show them the patented system... highlight benefits, more benefits, more benefits... and get commitment that this is the solution they want to use. Then I write "yes" beside our system, alongside the list of benefits.

So now they have told me they do not want anythign else except for our system. I calculate the price... write our guarantee beside it.. turn the paper around to them... and shut up.

About 30% of the time I get a yes and write up the agreement. Of the remaining 30-35% of the sales I made when I was selling... I had to start my job and actually sell.

I said all of that to finally answer your question ...


When they say they want to compare prices... I tell them I am confused. They can't get a different price on our system because it's our system... and no one else offers it. If they want a price from another contractor.. I'm even more confused. "Mr. Prospect, I'm confused. I certainly understand that you want to get the best price for the best solution to your problems... but you told me you didn't want any of these systems installed in your home. Has something changed?"

At this point, they usually backtrack, or reitterate that they want to hear another opinion.

In most cases, I then take the money part out of the equation and get committment to us. "Mr. Prospect... let's suppose everythign I;ve shown you was free... which one would you really want to have in your home?". If I've done a good presentation, they will always say my system.

"Well of course... none of these are free. However, if money is the only thing that is keeping us from taking care of your problems, I might be able ot help you with that."

At this point, I go into a price drop and close.

One of the most important factors in all of this is time. The time from when I present the price, until the time I drop it. If you simply go into "I'll drop my price if you'll do it now", you'll have a hard time in sales. The first price is not real to them. Plus you lose credibility. That's where the "Why didn't you give me the second price originally?" situations.

Whenever I do a price drop... I always leave at least 10 minutes of time between when I first show the price, until I discuss the drop. Even more important... is I have a logical reason for the drop, that requires them to do something to earn it. I don't just give a drop in price to "get the deal"... I get requirements from the prospect.

Here's an example of waht I use when I want to drop the price a small amount....

"Obviously Mr Prospect, advertising is very expensive for us. If you'll let us leave up a sign i nthe yard for 30 days after we install your system... I can take another $250 off of our price. Would you be willing to do that?"

There are several great things about something like this. First.. it gets them saying "yes" again... which is obviously important. Second... it gets them talking and moving back down the path of making a decision. Finally... it overcomes their objection.

If I'm giving a discount that is more than 5% of the job.... I beef up the story behind it. If I drop my $10,000 pricetag down to $8,000.... there has to be a helluva good reason behind it... not just because they wanted it.

Another important part of doing drops is to take it away if they do not commit. Otherwise, they think they can get that price anyday.

Stepping off my soap box...

Last edited by DamionR; 04-21-2007 at 09:05 PM.
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Old 04-25-2007, 04:15 AM   #27
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Re: Sales Gurus - Overcome This Objection


Great advice / typing from Damion.

Some additional comments.

Make sure you're NOT selling commodity but are selling service. If commodity, you're screwed.

have your sales collateral in order to remove the vast majority of the possible objections.

Get yourself certified by all mfgs if possible to have a 3rd party make you an expert, so that the mfg provides you credibility

Initiate from education ... and close on the value they alleged they wanted when you PREqualified prior to the visit.

if you've structured your SERVICES so that none of your competition can offer the same things... by definiition you're the expert with the best crafted solution. If they want the Mercedez, they don't pay Acura pricing.

If they want Acura pricing....
i used to negotiate leaving job signs for 90 days, etc for a 'fee' - and I'd write an addendum that i'd drive by 90 days later to give them th eir discount and retreive the signs

i'd offer to hold the $1000 IF they were completely satisfied for them to provide me a written testimonial, plus Angie's List, and maybe a few other POTENTIAL verbal chats for a couple hundred per testimonial ....

Usually though, IMO people ask cuz they've been trained that all contractors are scum and there is always room in the bid.

Many of you may think I'm insane, but I rarely dropped price, never sold below my closest competitor MOSTLY because I'd bring my laptop in with the roof diagram and SHOW those types of customes a level 3 bid. My ACTUAL costs... my ACTUAL profit.

"Mr Customer, i'm sure that as I'm offering you a 15 year 100% material and labor warranty that God forbid there be a problem in 5 years, you're expecting to hear my voice if you were to call, right? Well, that number there - overhead & profit - represents the fact that it's expensive to run a roofing company, and we average 11% net profit ... so while we're not making a killing in Google shares or anything, we do a fantastic job for an acceptable price.

Now I'm sure you can get Pete & his pickup truck to tear my pricing up ... but we've been the same company for 30 years ... and plan on being here 30 yrs from now.

We can get you on the books to start ... once we sign." <Pass the pen>
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Old 05-10-2007, 01:49 PM   #28
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Re: Sales Gurus - Overcome This Objection


Hey everybody. I'm new to these forums, but I have a lot of sales experience with remodeling and with sales in general. My opinion is the main reason you get these objections is because you aren't confirming the points you are making and getting the customer to strongly agree to them as you go thru the presentation.

Example:

Skydawggy:M/M Jones the vinyl thickness on our window is .72 mil. Most windows are somewhere between .60 and .68 mil. Why do you think we use one so thick?

M/M Jones: Well, it would make it stronger.

Skydawggy: That's absolutely correct. We see many windows that were installed less than 10 years ago that are leaking cold air in the winter because the thinner frame vinyl is more suceptable to expansion and contraction. This is particularly evident with very large windows that have to carry the tremendous weight of 2 thick panes of glass. It's great that you understand that Mr. Jones, I'm sure you would rather have a good quality window made with the best grade of vinyl available than to take a chance on one with thin low grade vinyl wouldn't you Mr. Jones?

M/M Jones: Yes Skydawggy, we are interested in a good quality window.

Skydawggy: So this is the kind of quality you folks definitely want, right?



I like a lot of what's already been said in this thread.

One other tip is when the customer insists they still need to get other estimates, I ask:

Skydawggy: Obviously you folks are impressed with the quality of the window. Considering we have been in business for over 20 years and have 1000's of happy customers, do you feel our company will provide you with the highest quality installation using the best materials available?

M/M Jones: Yes, we are very impressed with everything. We just want to get 2 more estimates.

Skydawggy: What is the absolute worst thing you feel could happen if you folks were to just go ahead and give us the order today?

This closes a lot of sales for me. Let's suppose they continue to insist they still need to get more estimates. I'll ask if they feel I have misrepresented the quality of the window or the reputation of our company etc. Then I continue to ask what they feel is the worst thing that could happen if they just went ahead and gave us the order today. This at least gets you back on track from something you can't overcome to something you can ie. MONEY...
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Old 05-10-2007, 02:04 PM   #29
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Re: Sales Gurus - Overcome This Objection


On my estimate form I call the deposit a 'scheduling & material deposit'. That way when these two phrases come up the reply can be "Ok, let me know when your ready and we'll look at the schedule at that time." Then you thank them and go on to the next guy.
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Old 01-24-2008, 11:37 AM   #30
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Re: Sales Gurus - Overcome This Objection


I am sorry. If this is the objection that you get, I think you are missing something. They need to be convinced that this is the right company and this is a fair price to pay for the job. My recomendation is make sure you got a good company story and you price condition the customer. If you email me I will put you in touch with someone that can not be stumped on any objection I would be happy to let you talk with him. I have been in this industry for over 16 years and have heard every objection out there. wpchere2day@yahoo.com
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Old 01-24-2008, 02:43 PM   #31
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Re: Sales Gurus - Overcome This Objection


"Well, we're waiting on 2 other estimates"

Response:You mean to tell me you are willing to go through all of this two more times?
Just kidding. Just a student trying to learn how it s done.
Some of these tactics remind me of my mother. Growing up my parants dealt in rentals and used furniture/appliances. Learned by doing with very little formal education. Wife told me about mama selling something to some lady. The lady was saying it was not exactly what she wanted ...as she wrote the check! We would joke that ppl would buy to get her to shut up. Actually, she was building value in whatever it was by convincing the customer it could work for her. Tenacity with tact has it place in sales.
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Old 01-25-2008, 09:41 AM   #32
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Re: Sales Gurus - Overcome This Objection


First off if youa re going for the close, you can't give them the opportunity to say "No". It's always gotta be yes or yes.

I'm glad that sounds great for you. OK let's see I have an opening JUne 4th or we can begin June 20th if that works better for you.

I try to stay away from all the canned BS. I really hate to close, and prefer the soft sell. So I take a different approach. Alot of "sales" guys probably think I am an A hole but I am so confident in my professionalism I can walk away from the table and KNOW I will be closing them after they talk to the other hacks out there. I have NO problem if they want to talk to some other guys because I know I will be the standard by which all others are measured and most won't measure up.

Ok, I understand this is a big investment and you want to make sure that you are making the right decision. I just want to make sure I answered your concerns properly. What is it that you want to think about?

Doing this gets them to put their objections on the table.

More canned BS:

What are you looking for in other contractors that I can not provide? I mean after all didn't you tell me this was the (insert product here)? and didn't you tell me that you wanted a quality (insert trade here)? So then why is it that we can't move ahead today?

Again I am not a fan of this canned BS, but this is what most of the sales tapes out there tell you to go ahead with. Again as I said, I prefer the soft sell. If they say they want to think about it, I ask what they want to think about so I can hammer home why we are better than everyone else. If they say they want two other estimates I ask who, not why.

Oh ok, I understand and that's fine. I want you to be confident that when you hire ME you are hiring the right contractor for the job. Who else have you spoken with?

Ok I have to know my compitition and I know most of them and have seen their proposals and how thry operate. I will now SLAM the compitition without actually slamming them.

Ok well I don't know much about those guys but let me tell you why our customers have hired us. (THis is where you slam). Many guys out there use 15# felt, I told you we use 30#. Let me explain why. Alot of guys don't protect your property as well as we do, this always causes problems. You really want to specifically ask who ever is coming out about these items I just mentioned, and ask yoursel if you really want to gamble with anyone who isn't doing it like we do.

Insert what ever there sets you apart specifically from who ever they are calling. You have to know your compitition to make this work. If you know someone is alot cheaper than you...

A trick you have to really be aware of is some guys who come in with a real low price and you think you are getting a great deal. Our proposal is all inclusive. Alot of these guys will KILL you with change orders and when the job is done you end up paying more than if you hired us. They know they have you backed into a corner once the job starts. They know you can't shop around for the best price to do something that they KNEW needed to be done in the first place. That's a con game if you ask me.


Just rmemeber you don't need to "close" them the first time you meet them to close the sale. Be more professional, more knowledgeable, more friendly and specify what the customer really wants and you will do well. Just call them monthly to remind them you are still arond and want to do business.
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Old 01-25-2008, 08:43 PM   #33
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Re: Sales Gurus - Overcome This Objection


Quote:
Originally Posted by Grumpy View Post
First off if youa re going for the close, you can't give them the opportunity to say "No". It's always gotta be yes or yes.

I'm glad that sounds great for you. OK let's see I have an opening JUne 4th or we can begin June 20th if that works better for you.

I try to stay away from all the canned BS. I really hate to close, and prefer the soft sell. So I take a different approach. Alot of "sales" guys probably think I am an A hole but I am so confident in my professionalism I can walk away from the table and KNOW I will be closing them after they talk to the other hacks out there. I have NO problem if they want to talk to some other guys because I know I will be the standard by which all others are measured and most won't measure up.

Ok, I understand this is a big investment and you want to make sure that you are making the right decision. I just want to make sure I answered your concerns properly. What is it that you want to think about?

Doing this gets them to put their objections on the table.

More canned BS:

What are you looking for in other contractors that I can not provide? I mean after all didn't you tell me this was the (insert product here)? and didn't you tell me that you wanted a quality (insert trade here)? So then why is it that we can't move ahead today?

Again I am not a fan of this canned BS, but this is what most of the sales tapes out there tell you to go ahead with. Again as I said, I prefer the soft sell. If they say they want to think about it, I ask what they want to think about so I can hammer home why we are better than everyone else. If they say they want two other estimates I ask who, not why.

Oh ok, I understand and that's fine. I want you to be confident that when you hire ME you are hiring the right contractor for the job. Who else have you spoken with?

Ok I have to know my compitition and I know most of them and have seen their proposals and how thry operate. I will now SLAM the compitition without actually slamming them.

Ok well I don't know much about those guys but let me tell you why our customers have hired us. (THis is where you slam). Many guys out there use 15# felt, I told you we use 30#. Let me explain why. Alot of guys don't protect your property as well as we do, this always causes problems. You really want to specifically ask who ever is coming out about these items I just mentioned, and ask yoursel if you really want to gamble with anyone who isn't doing it like we do.

Insert what ever there sets you apart specifically from who ever they are calling. You have to know your compitition to make this work. If you know someone is alot cheaper than you...

A trick you have to really be aware of is some guys who come in with a real low price and you think you are getting a great deal. Our proposal is all inclusive. Alot of these guys will KILL you with change orders and when the job is done you end up paying more than if you hired us. They know they have you backed into a corner once the job starts. They know you can't shop around for the best price to do something that they KNEW needed to be done in the first place. That's a con game if you ask me.


Just rmemeber you don't need to "close" them the first time you meet them to close the sale. Be more professional, more knowledgeable, more friendly and specify what the customer really wants and you will do well. Just call them monthly to remind them you are still arond and want to do business.
Of everything in this thread, this is the closest to my method. I'm a poor salesman...I know because I had a sales job for one winter while work was slow in the mid nineties. I absolutely sucked at it and it drove me nuts, I walked off the job one day before I threw someone into a display or something.

Anyone who hits me with pressure to buy gets a swift kick out of contention cause I just plain hate to be sold. Let your products, service, reputation, price, etc... do 90% of the selling for you, point out the relevant stuff and if there's a legitimate reason to bad mouth someone tell it to me but then leave me alone. I'll make up my own mind in my own time. Try to keep talking to me after that and you're just talking yourself out of a sale.

I just really believe that there isn't many companies in my position and I feel very confident that they won't find a contractor who is anywhere near as professional, educated on the subject, friendly, genuine or accomplished as us for a price that's in my neck of the woods.

I work hard at systems and efficiency so there's not lots of fat to cut or wasted time/money. For our remodeling projects I still use lot's of subs (and right now they're pricing is good) so I don't have lot's of overhead. There are a few guys around here who are more established and do a great job just like us but I take work from them all the time because some of them are literally double my costs and I'm making good margins.

So when they look at my competitors bids they can choose from lower price than us but far lower quality or comparable quality but far higher price than us. I've been closing nearly every estimate I've been throwing out there. Some of you will say that means I need to raise my price, but if I'm making my high margins already then I don't see the need.

The problem I'm seeing is there's less work available...

I realize that the more of a commodity (windows/gutters, etc..) you sell the less you can employ my laid back method. My specific business is much more relationship and trust based, which is something you can't just bottle and distribute.

Great thread by the way, very informative.

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Old 01-25-2008, 11:39 PM   #34
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Re: Sales Gurus - Overcome This Objection


Ya know, sometimes folks just really do need some time to think about it. Really. No, I'm not kidding.

Granted that you haven't finished the sale if you walk away without a signature, and yes, you have possibly wasted some time, but, that is part of the job. Anyone with a 100% closure rate is selling ice cream for smiles to kids.

Sometimes not overcoming their objection is exactly what you need to do in order to overcome their objection.
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Old 01-26-2008, 02:50 AM   #35
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Re: Sales Gurus - Overcome This Objection


Quote:
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Ya know, sometimes folks just really do need some time to think about it. Really. No, I'm not kidding.

Granted that you haven't finished the sale if you walk away without a signature, and yes, you have possibly wasted some time, but, that is part of the job. Anyone with a 100% closure rate is selling ice cream for smiles to kids.

Sometimes not overcoming their objection is exactly what you need to do in order to overcome their objection.
Bingo.
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Old 10-11-2008, 11:00 PM   #36
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Re: Sales Gurus - Overcome This Objection


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Originally Posted by dirt diggler View Post
this was "inspired" from someone's post in another recent thread (Utlimate/Finley)


YOU: "Ok, how does that sound?"

PROSPECT: "Great"


YOU: "great - I have an opening on July 10th - does that work for you"



PROSPECT: "Well we need to talk it over"

or "Well, we're waiting on 2 other estimates"





I'm getting a LITTLE bit better at objections ... but I "lock up" at those two and just nod my head


how would you salesmen react to either of those statements (or similar BS)?



I would have told myself whenever I wrote this to "just chill out man ... you'll get another sale someday
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Old 10-11-2008, 11:12 PM   #37
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Re: Sales Gurus - Overcome This Objection


It's still a good thread with a lot of information regarding trial closes.

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Old 10-12-2008, 01:41 PM   #38
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Re: Sales Gurus - Overcome This Objection


I like this one:

"Oh, really? Do you mind if I ask...who am I bidding against?

(Then no matter what pause until they crack, or ask it again differently if they waffle.)

"Oh, yeah. I know those guys. They do great work. Why are you talking to me? Why am I here?"

[Note: it's best to try to get to this point in the beginning. Actually ask if they're getting other bids. It's so cool to see what happens when you reverse like this.]

These words can help too: "Well, I'll tell you right now, I've never come in lower than XYZ on a bid."

Then wait.

Their eyes pop out of their heads. And then they trust you. And that sticks in their craw until it's time to decide. They wonder why. They see you as higher quality or something. I don't know why it works exactly, but I've seen it first hand.
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Old 10-12-2008, 01:45 PM   #39
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Re: Sales Gurus - Overcome This Objection


That objection should have been delt with up front and not at the end of the presentation. If you handle objections up front it will be easier to close.
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Old 10-13-2008, 11:18 AM   #40
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Re: Sales Gurus - Overcome This Objection


Quote:
or "Well, we're waiting on 2 other estimates"

"That's great folks, just so my thinking is clear, what else will you be looking for???"

"A better window/siding etc"? "You did say this was the one you wanted??" {you must use tie downs as you do your presentation}

"A better company, better installers etc etc"

"No , no "

"A better price??"

"yes/maybe"

"well folks I assure you you can find lower prices than mine, but we are talking about value here. You said yourself you wouldn't want any other window/siding, and you can see my companies track record...The decision is clear you need it, you want it, you can afford it let's go to work for you."


I am really liking this post.

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