Original subtitles

hello and welcome to session No. 10

and in this session

it's all about handling objections

so we call it objection handling mastery

in other words

how to resolve

the objections that your prospect may have

so keeping it simple

how to turn your prospects no into a yes

so you can close more sales easily and much faster

so let me remind you about the sales process

that we've been teaching

and it still fits in within the sales process remember

the first step is to identify the right prospect

in other words

the right ideal client for you

and then find a way to approach them

contact them

speak with them

build rapport with them

deliver your pitch when that opportunity comes

in other words

present your offer

your present your products

your solution that you have for them

and at some stage

they are going to tell you either yes

I wanna know more yes

I want to buy your product

or they gonna say no

and when they say no

it often doesn't sound like a no

I'll tell you what it sounds like at the moment

and then you've got to handle that objection that no

then that leads you to pre closing and closing the sale

and then at some point

doing a follow up

we'll talk about those two last two

and later on

so a quick reminder about the actions

the home actions from last session

one was to create three variations

of your elevator pitch

and then practice several times a day with other people

in terms of your elevator pitch

it could be a family member

it could be friend

it could be associates

and then select and use the one elevator pitch

that resonates with you most

and also would resonate with your client the most

practice practice

and practice

so if you haven't done that

make sure you do those homework actions

cause it will help you in the latter stages

of this program

and also everyday

complete your sales dashboard

put your numbers in

even if it's a zero

put your sales numbers in

under and under

in every single cell

every white cell

that is every white cell

put your numbers in

so you can see how you are performing

okay so let's get back to objection handling

and this is a stage

we're saying that at some point

when you do ask your client

would you like to know more

or would you like to buy our service

they may say no

or they may say yes

and if they say yes

no problem you can continue and close the sale

if they say no

most people get stuck

so how do we really handle when people say no

and invariably

they don't say no

they all say what

I've got to think about it

I've got to speak to this person

I can't afford it

it's too expensive

uh what would this

what would happen

if I do this

can you email me something

can you send me your brochure

can I do this

can I do that

and they don't always say no categorically

but they will make an excuse

or what we call an objection

now let's have a look at it carefully

in any normal conversation

you're pretty intelligent

so you can have a normal conversation

and keep your intelligence quite

what we call quite high

in other words

you're thinking rationally

you're thinking logically

you're thinking clearly

but the moment someone gives you an objection

some people then fall into an emotional state

so we want to keep ourselves very intelligent

so we can actually focus

do the deal

have that nice conversation

but when we fall into that emotional state

we we hit a state of shock or confusion

or we don't know what to say when they say no

or it's too expensive or

I can't afford it

whatever they say

so in sales

remember to keep your intelligence high

and keep your emotions low

it's hard to do

but I'm going to give you a method

a formula in a little while on how to do that

so you can think clearly

have you ever just had a situation where

you're speaking to a prospect

seems like everything's going well

you present

you present your offer

yours or your solution or your service

and they say no

or they say

I can't afford it

or it's too expensive

whatever they say

and in that moment

in that conversation with them

at that moment

you fall into a state of shock

it's like oh

now what do I say

now what do I do

and suddenly your intelligence is gone

and you're not able to think clearly

or rebut or give them something further

and that's the end of that conversation

that's the end of the dialogue

but if you ever had that situation

when you got back to your office

or you got back home and suddenly had a realization oh

I should have said this oh

I could have said that

but at that moment it's what

it's too late

they not in front of you

it's gone so

this is the importance of keeping the intelligence high

so if you can keep your intelligence high

you can then close more sales now

people take the objection as a rejection of them

so remember

it's not an object

it's not a rejection

it's an objection

and when you treat

that thing they say to you as an object

as a rejection

is very hard to deal with it

so a rejection simply means

oh they don't like me

there's something wrong with me

they don't love me

there's something wrong with what I've said

or what I'm wearing

or they just don't like the look of me

no no no no no

when it comes to sales

remember they're not rejecting you as a person

but rather if you've got to this stage

they have an objection

in other words

they have a question

they are confused about something

they need further clarity

they need you to explain something further

so simply it's an objection

so someone remember

you've found their ideal

your ideal clients

you've had the conversations with them

you've done the fact finding

you've asked them lots of questions

you've done your elevator pitch

they said tell me more

and all that is been fine up to then

so you are talking to the right person

with a right pain

who needs your solution

so it's already

it's not a rejection of you

but rather an objection

if I'm not buying

then there's something I haven't heard

or something that hasn't been explained to me

that's the objection

so be comfortable

or get comfortable

with someone give you giving you an objection

because I'm going to give you the formula

on how to deal with that

now there are only four main types of objections

once you understand that

it's going to make your life much easier

the four main types of objections

one is in relation to money

in other words

it's a financing issue

a budgeting issue

a cash issue

or they will say

I can't afford it

or it's too expensive for us

so one it's a money issue

2 it's a time issue

in other words

it could sound like this

oh we've only just bought this recently

oh I don't have the time to actually implement this

we do this and we only purchase these things

in the first week of March

every single year

so it's a time issue

it's a timing issue

the third type of objection is interest

I'm not really interested in this service

I already have this service

this is not what I'm looking for

it may sound like that

or it's something that we will consider in the future

it's not something for us right now

and a fourth type of objection is trust

trust in other words

there's two types of trust

one is I don't trust you yet

and remember

they're not gonna say

that I don't trust you

they'll say

can you send me an email

or can you send us your brochure

can you send us a sample

can you send

can you do something

it could it

usually around

the area of trust

so maybe there's something you haven't said

something you haven't demonstrated

for them to build that trust with you

that's why it's so important early on

to ask the right questions

to do the right fact find them

go into their world

get them to know you

like you trust you

and the second type of trust is

I don't trust myself

I don't trust myself

that I can do this

that I can implement this

that I will follow through on your service

that I can commit to this

so remember

two types of trust

trust myself

I don't trust you

so once you understand this four main types

you know everything else fits in roughly

around these four main types

but regardless of the type of objection they give you

they give you

or the prospect gives you

there is a formula on how to handle that

which is what we're going to talk about now

we call it the 4 step formula

and the 4 step objection handling formula

looks like this

when the client gives you an objection

there are four steps you must

deal with and go through

in order to turn that no

that objection

into a yes a yes

I'm ready to look at this further or yes

I'm ready to buy

what are the

what are the four steps

No. 1 whatever they say

acknowledge them

so whatever they say

acknowledge

what they have said to you

don't ignore it

don't side step it

don't just paper over it

or paint over it

really acknowledge what they said

now number two

once you've acknowledged what they've said

then ask them a question

ask them a question

we'll talk more about that in a moment

through asking a question

you're going to get the truth

by asking the questions

you'll eventually get to the truth

of what the real matter is as to why they are saying no

why they are giving you that objection

once you've sought the truth

the next step is now to pivot

to pivot to the sale

so I'm gonna give you

an example of how this would look like

or sound like for you

and then the idea is for you to practice

so first step

acknowledge

how can you acknowledge a human being

you see most people in our society nowadays

do not feel acknowledged

because everyone's busy

everyone's rushing to do what they need to do

and most people don't feel acknowledged

so there I'm gonna give you some simple

acknowledgement statements

so whatever they say remember

acknowledge them

I understand

or I know how that feel

or I know how that feels so what are you

so what you are saying is thanks for informing me

I hear you thank you

so your experience was this

this and that

is that right

I see your point

thanks for sharing

so these are just simple acknowledgement statements

so you I'm sure you have your own

it doesn't matter what it is

whatever they say

don't sidestep it

acknowledge them

and in sales

acknowledge as much as you can

in a conversational style remember

so once you've acknowledged them

then ask a question

so you're going to ask a question

and the easiest way

if you're not sure what kind of question to ask

remember to stay present with them

be aware of where they are

what they're going through

and the easiest way to know what question to ask

is to be present to them

and they'll come up to you

but if you are still stuck

use any of these starting question statements how

how did you do that or who

who else is involved in this or why

why do you think that happened

when you purchased that product the last time or what

what do you think would happen

if you implemented our strategy over the next two years

how how do you think we can get this done

when when would you like to get started

or when would be a best time for you

or when would you like to really overcome this problem

so ask use any of these questions

to help you to ask a question

so this takes practice

after you've asked question

you're going to continue to acknowledge and

ask a question

you're going to continue to acknowledge them

ask a question

until eventually

you get to what we call the truth a truth

you may verify the truth by saying something like this

so are you saying

that if we can give you a payment plan

you'll be ready to work with us

it may sound something like this

so are you really concerned that

you may not be able to implement this solution fully

I understand

so what if I showed you a way to implement it

simply and effectively over the next 3 months

would that be useful to you

okay good so seek the truth in that regard

the person had a concern that they couldn't

implement it

so let's have a look

another one

so so you have to speak to this person

is that right

so you have to speak to Jane

is that right

so you're seeking the truth

so in that last statement

last question is very much about

they are not the decision maker

they have to make the decision

in connection with someone else

or they have to speak to that person first of all

before they can make a decision

so seek the truth

and once you've sought the truth

we will then move to a place where we can pivot

and so pivot simply means

they had an objection

they were a no no no

but now you've got the truth

you're now going to reposition it

for them to now say yes

and there is a specific way to do that

and some of the ways to pivot

we're still going to acknowledge

and you're still going to ask a question

you're still going to acknowledge

you're still going to ask a question

in that order

but a pivot sounds something like this

so what if we were to able

so what if we were able to offer you a payment plan

or so what if we were able to offer you a longer

program period

so you can take your time

to really study all the materials

or what if we were able to

ask your partner to come along as well

so that you can both

go through the whole thing at the same time

would that be useful

okay good so pivot

what do you think your partner would say

so if someone's got a

an objection around what their partner

their spouse

their business partner would say

so ask them

so what do you think your partner would say

and they may say well

she may say okay

if it's important to you go ahead

so now you've pivoted

so if they say that to you

okay thank you for letting me know your concern

acknowledge and ask a question

so let me ask you so if they are going to say that

what do you think is the best thing for you

and they may say well

the best thing will probably be to go ahead with it

because it's my future

I totally understand

I get it it is your future

so let me ask you

when would you like to start

and so pivot simply means moving them from cold no

not interested

to a place where now they're ready to look at the offer

and look at the sale and ready to buy from you

let's have a look

another one

how would you want to do that

how would you want to do this

how do you want to do the whole program

how would you like

how would you want to do something

so you could pivot it by

so these are not the only type of questions

you can ask to pivot

but I want you to go through a

progress of just asking questions

but before you do that

acknowledge in them

then ask the question

and in terms of pivoting questions

they will come to you through practice

if you are attentive to the client

and you're aware of the client

and you are present to the client

the client or the prospect

it will come to you

so let's look at this week's actions

these sessions action

so what I want you to focus on is practice

acknowledging everyone that you come across

everyone that you deal with in your day to day life

it could be your spouse

it could be your business partner

it could be your team members

it could be your suppliers

just acknowledge them

remember thank you

I understand

I see what you're saying

I felt the way

the same way before

so acknowledge everyone

this is a key

key practice

most human beings don't feel acknowledged

once you've acknowledged them

then keep doing that throughout the week

but I also want you to make a list of 10 of

your most common objections

so 10 of the most common objections that will come up

in terms of the service that you provide

so for example

the product is too expensive

I've already bought this before

can you send me an email

so list down 10 of the most common objections

that you would get

and then practice

handling or resolving those objections

so speech so

get a family member to

and say to them

can you tell me

can you give me this objection

and then acknowledge

ask them a question

acknowledged

ask them a question

and remember

what we're trying to do then is get to this truth

and from the truth

we can pivot to the sale

so that's the end of the session

so the key thing is

one thing is knowledge

the second thing is practice

so in this week

you're going to practice this a lot

until you get comfortable with it