Leads and prospects (and customers) understand that objections scare the ISR. So, they use objections because most of the time the ISR will pull-back, buckle under, and simply give-up. It is so emotional, completely taxing, to be an ISR and receive, consistently, those objections. And it is equally trying to be a customer, and have to live with making a decision, even the right decision. So, leads’ and clients go into their defense bag, and pull out objections. And the ISR, typically, goes into their objection bag…and hides.
The rule of thumb in training “objection handling” is that objections are part of the everyday sales cycle, as much so as sitting down and putting the headset on. Every quality sale (minus the lucky one’s) come with objections attached. So, the ISR needs to learn, sadly, to get a sale, you also need to expect to handle objections in the process.
The secret involves, more relevantly, preparation. Objections are simply not all that bad. That is because most leads object because they want to be sold or convinced, they just don’t have the persuasion yet to make a decision. They need the golden message to resonate. An objection is a request for more. It means you simply need to do a better job presenting.
Below, we have cobbled together a simple list of the eight primary reasons why customers object. You can’t handle an objection—or develop a training package on how to handle objections, if you have little sense as to why your leads, prospects and customers are objecting. So, we put them down. Take a look, jot down some notes, and think through how it relates to your inside sales department.
Eight Reasons Why Customers Object
1. They Are Afraid.
Coincidentally, so is even the best trained ISR. Both parties have something in common. Maybe the lead is afraid of the phone as a means to make a decision. Or, they are afraid of the ISR—his or her credibility, the trust factor
2. They Do Not Understand.
People do not want to admit they fail to pay attention, so they simply say “no”. Seems easier then admitting they drifted off or got lost. Plus, the more they lose focus or do not get the offer, the harder it is to say“yes”. So, they object
3. They Do Not Want The Product Or Service.
4. They Do Not Qualify.
This issue is a sign the ISR is not doing the job. Before any presentation takes place, it is required that the ISR qualify the customer to make certain the customer is eligible to hear the presentation. Maybe the ISR is receiving objections because the lead is simply not qualified to say “yes”
5. The Price Is Too High.
Price is often the most difficult objection to overcome. When the lead insists that the price is too high, the ISR must establish value in his product to substantiate credibility with the price. In many instances, the lead just can not afford the price, and even establishing value falls on deaf ears. Often people truly can’t afford
6. The Price Is An Automatic Excuse.
Price is the first objection that has the most weight. It is a human experience. But is also, behaviorally, what we all fall back on to support our nervousness to buy. So while price is an objection, it may not be real. It is simply the first objection that pops into their mind
7. Societal Conditioning.
Society has conditioned our behavior. We provide objections because it is the thing to do. Especially on the telephone, where the lack of trust or credibility is high
8. They Need More Information.
The ISR loves what she/he sells, and knows everything inside and outside. But, the lead on the other end of the phone has nary an inkling as to what motivates the ISR so much. There is no balance. So, there will be no sale until the same information that the ISR has is transitioned to the lead, prospect or customer. Your leads will objection because they don’t know enough
About Call Center Today
Want to talk to Dan Coen about boosting your inside sales numbers and re-making your call center? To contact Dan about speaking, workshops, training and consulting: DCoen@CallCenterToday.com or 888-835-5326 x111. Follow us on twitter at www.twitter.com/callcentertoday
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