After spending 10 years in retail, 7 in retail management, I got used to hearing a lot of “no.” “No. It’s too tight,” “No. It’s too expensive,” “No. Does it come in hot pink instead?”
So how did I manage to run 72% increases or move up 50 company ranking spots?
By turning those “nos” into “yeses.”
Let’s talk Overcoming Objections✨
I’m going to use a retail example in this one, but I cannot stress enough how important this is in any and every type of selling. We can all relate to trying on clothing in a store, so this is a universal one (with a lot of metaphors).
Okay… let’s pretend you’re selling Sally a dress… You ask her how she feels in it…
☝️ Listen to your client’s objection: Sally says the dress is too tight.
✌️ Use “I hear” statements to reaffirm their needs: “I hear you feel the dress is too tight. Where is it too tight?” “Under the arm.” “Okay. The dress is too tight under the arm. Is it too tight anywhere else?” “No.”
🤟 Offer alternative solutions: “Because this dress is too tight under the arm, I’m going to get you one size up and another option.”
🖖 Repeat: Ask the client again how the dress feels. Listen to any objections, Use “I hear” statements and reaffirm their needs, Offer alternative solutions until you find the right style and the right fit. That dress may not be the right cut for her, but you need to keep going to…
🖐 Close the sale: Find something that Sally is so excited about she can’t wait to take it home! Get her info! Take her to the checkout! Close that sale!
What did we not do here?
Firstly, we didn’t walk into the situation telling Sally the dress looked amazing on her. We wanted to ask how she felt in it to get her perspective, so we could build trust and authority in the situation. Secondly, we didn’t try to sell her on the dress that was too tight — we didn’t try to make it fit. If it was the only dress in the store, we probably would’ve tried our hardest to get her to buy it, even if we knew deep down it wasn’t the right fit for Sally.
What?! As a service provider (or a coach, or a product based business) I should have more than 1 offer? Yes! It’s almost impossible to overcome objections with only one offer.
Let’s look at this from a different perspective.
You are a coach and you’re pitching your 4-month 1:1 coaching program to Alice… She just asked about the investment… You tell her it’s $5,000 and ask how it feels to her…
☝️ Listen to your client’s objection: Alice says the program is out of her budget.
✌️ Use “I hear” statements to reaffirm their needs (this may vary a bit for pitching services): “This program is out of your budget, I hear you. What if I told you there were payment plans available?” A:”I still don’t think I can afford it.” “What would it need to include to be worth the investment to you?” A:”It’s a great offer, but there’s no way I can afford $1,250 a month.” “What if we did a 10-month payment program?” A:”I still wouldn’t be able to afford it.”
🤟 Offer alternative solutions: Okay, you exhausted all of your options for that offer — they flat out can’t afford it (and you would never pressure anyone to go into debt for your program). What next? This is where your other offers come in. “I totally understand. I still think we can make some magic happen together, and I want you to be able to get booked out. What if we did 1 month of voxer coaching for $500? How does that feel to you?” (offer payment plans, etc., repeat)
🖖 Repeat: Ask the client again how the price/program feels. Listen to any objections, Use “I hear” statements and reaffirm their needs, Offer alternative solutions until you find the right program and the right price [I’m not telling you to discount your services here!!]. That program may not be the right fit for her (right now), but you need to keep going to…
🖐 Close the sale: Find something that Alice is so excited about she can’t wait to put down a deposit! Get her info! Take her to your checkout page! Close that sale!
Knowing your product suite (inventory) and being able to offer alternative solutions to get the right fit for your client is KEY to overcoming objections. If you’ve asked the right questions and determined that it’s REALLY not happening with that service, it’s time to move on to the next. But you NEED there to be a next service in order to offer it.
Build out your value ladder. Have low ticket, mid ticket and high ticket offers for your clients. Really LISTEN to what they’re saying so you can offer what is right for them — not just right for your bank account.
I have never had more respect for someone or wanted to work with them more than when I ask about a program that I’m willing to throw money at and they tell me they don’t think it’s the right fit. Being honest builds your credibility, builds relationships with your clients and drives repeat business.
You wouldn’t want someone to let you walk out of a store in a dress that was so tight and short it was uncomfortable, in a color that was unflattering and a price that made you sick to your stomach. Why would you want your clients to feel the same way about your offer?
Being honest and following these steps will almost guarantee you can turn every no into a yes!
If you’re interested in more sales tips check out the rest of my blog and follow me on Instagram @itstaryntaylor