Mindset + Skillset + Toolkit = Success
I was reading a lot of objections and sales books when I made these notes, a great deal came from books, youtube videos and websites. References are linked at the bottom.
OBJECTION: "The price is too high!" COMPLAINT: "The weather is too hot!"
You can negotiate the price, you can't change the weather! That is the difference. You can't counter a complaint, but you can counter an objection.
Treat every objection as a complaint. Agree with the other person. "That's perfect, I agree. That's why I am calling you because I have a solution that will solve your problem." Agree then do the rebuttal. Get them to agree and acknowledge, then rebuttal.
This website says it best...
This led to my epiphany. David wasn't communicating on the same level with his customers. David was addressing their external level. Their objection was on their internal level. The external level was the retailer's trust in David's expertise. This is external because David is external from the retailer. The retailers' need, however, was internal. The retailers needed "self-trust" in their own ability to repeat David's information to consumers. The more David addressed the external objection by displaying technical prowess, the more their internal objection was reinforced.
Salespeople won't be successful handling internal objections on the external level, and vice versa. If a customer tells me, "I can't meet your minimum order because I have to pay tax on anything I buy over $5,000, that's an "external" objection. The region's tax code is external to the customer. I would need to address that objection on the external level. For example, I could offer a discount that would offset the tax.
"LISTEN TO YOUR CUSTOMER! FIND OUT IF IT'S AN INTERNAL OR EXTERNAL OBJECTION. FIND IT OUT!"
*** LOOK FOR THE BIGGER PROBLEM (THE REAL PROBLEM) ***
Know what drives people, know what bothers them. Remember our job is to help the customer to make decisions.
WHAT MOTIVATES PEOPLE TO MAKE A DECISION? OFFER A SOLUTION TO THEIR PROBLEM.