You get to the end of your strategy session, you finally speak the words, “which program would you like to start with?” and without making eye contact they utter the words, “I’d like to think about it.”, “I need to speak to my spouse”, “I…anything but hand you my credit card…”
Damnit.
Getting blindsided by objections can be really deflating, and often times it puts you in the position of having to catch up. There’s nothing worse than having to chase the sale. It’s a crappy spot to be in mentally…but with a little tactical effort, you can recover. (We’ll save that part for the end).
Let’s back it up a bit.
The reality is that every legit objection can be overcome before it ever leaves the prospect’s lips.
We asked sales and communication expert, Elias Scarr what does he see working with sales coaching clients, and he shared two objections that he sees the most – and you guessed it, the best way to overcome these objections.
#1 – “I’d like to go home and think about it.”
You might justify to yourself, “well, I’m the type of person who likes to think about things, so there’s nothing I can do…” You very well may be a “thinker” however, thinkers HAVE ALREADY THOUGHT ABOUT IT! Before they ever stepped in the door. The decision has been made, and they don’t want to tell you.
We’re dealing with an undiscovered objection here.
We haven’t done enough digging to discover what we truly need to overcome to gain their trust and close the sale. Closing someone “on the fence” isn’t about one BIG shove, that leads to buyer’s remorse. We’ve got to stand on the other side of the fence, arm outstretched ready to help them down. One little yes at a time.
Here’s your list of probes and subtle pre-qualifiers to leave nothing to “think about.”
– (After explaining Gym hours) “How many times a week do you see yourself coming into the gym?” This is a two for one. Their answer obliterates having to think about whether they have the time, and sets up a mental pre-frame seeing themselves in the gym.
– (Yes framed double-down at the beginning of the strategy session) “Well, you’ve made a great decision to join us today, for your strategy session. You ready to get started?” The best part is that their answer doesn’t matter. They say “yes”, great! You’re good to go. They say “no”, great! They’re about to reveal their objection.
– (After goal setting) “Based on everything you’ve told me, (repeat the hot points) what’s the biggest obstacle in the way of these goals?” “If we (NOT I) can help you overcome that, are you ready to take the next step?”
– (In response to nearly any comment/feedback) “I can see you’ve really though about this. I can appreciate someone who’s already taken the time to think this through and is ready to make change, finally get what you want.”
If something goes wrong. Your “hail Mary pass” is to put all the cards on the table.
(SMILE SINCERELY) “I understand. And, I know that 90%, of the few people who walk out the door without making a decision, never come back. Which means you probably won’t join us… but, I do hope you give us the chance to help you.”
Tone is important here. Don’t be a jerk. It should sound like a sigh of resignation.
“You probably won’t join us” is an extremely powerful, persuasive phrase. It opens a HUGE loop of discord after all that rapport building that people will be driven to repair.
Imagine your best friend walked up to you and said, “you’ll probably say no…” and then stopped. How would that make you feel? “Well, wait a second… I might say yes, what is it? Tell me, I bet I can help… Just ask… of course, I’ll say yes!!!” Get it? 🙂
#2 – “I need to talk to my spouse”
My favorite…Schrodinger’s Objection. It both is and isn’t about the spouse. The skill here is getting this out of the way fast, so it can’t be used as a deflection. Like the last objection we talked about, success lies in the preemptive strike.
When we have things in place that keep perceived risk low, like having a 30-day Money Back Guarantee, it sets the groundwork for an easy, one-person decision. In a perfect world, the spouse is sitting at the table because we were smart enough to invite them!
Here’s your list of probes and subtle pre-qualifiers to make sure everyone is onboard.
- (During the interview, around the “lifestyle” questions) “We’re big on teamwork here. Who’s your biggest supporter at home/In your family/among your friends and family?” If spouse comes up, bingo…they’ve reminded themselves that their spouse is onboard. If not, great, you get to fill that role. If it’s someone else, just as good. Again, a reminder that they have support no matter what.
- (At any mention of their spouse, start asking friendly questions.) “What does your husband do?” “Does he work out too?” “What does he like to do when he trains?” How does he like it over there?” Use that information to respond accordingly. “Sounds like fitness is important to him, I’m glad to hear that, I’m glad he supports your fitness journey too.” “So he’s not currently training? I tell you what, once we get you enrolled I’ll set him up with 30 days of complimentary training as a special gift from you.”
- (A universal question for ANY objection when someone is “on the fence”) “What do you need form me to help make this a reality?” An open-ended question like this can bring all sorts of stuff to the surface, and most often the first thing they ask for will be the most important, so pay attention! It’ll also take the pressure off of them, placing some of the responsibility (and by association some of the decision-making) on you.
- Set a training appointment anyway… “I understand how you feel, a lot of our members started the same way. Here’s what they did. They set their first training appointment anyway, so we could guarantee them a spot and get their programming started.” “In the meantime, make sure your husband supports you and if he’s on board with (repeat back their goals) then we can do paperwork on your first day!” “Would you prefer to do that or sign up today?”
No matter what happens, if you don’t close the sale, ALWAYS confirm the next step. “If I don’t hear from you by Friday, I’ll give you a call. What’s the best time to call?” We want to do everything we can to “get the ball back” and have the next action step be on us.
Remember, get out ahead of the objection, get on their team, and remind them what’s really important!
Finally, practice this language! We can’t use our driver, the first time ever, teeing off at hole one and expect the ball to go straight!