Next Level Sales Coaching by Steve Johnson & Matthew Hawk

Author:Steve Johnson & Matthew Hawk [Johnson, Steve & Hawk, Matthew]
Language: eng
Format: epub
ISBN: 9781119685425
Publisher: Wiley
Published: 2020-07-21T00:00:00+00:00

Sales manager: Hi [Salesperson's name], how is it going with your objection-handling? I noticed your sales conversion has been going up this week – what's been working?

Salesperson: I liked the way, in our last sales meeting, we practiced how to uncover unspoken objections the customer may have, ultimately helping me to isolate what their true objection is that's blocking them from moving forward.

Sales manager: How has that helped you?

Salesperson: Well, you can't resolve the real objection that's blocking them from moving forward if you don't know what it is.

Sales manager: What are you using that we practiced in last week's sales meeting that's working for handling objections?

Salesperson: Whenever I got initial resistance from a customer after I made a recommendation, I used to try to handle the objection. After the training we had in the sales meeting, I have changed my approach. Now, instead of doing that after I get an objection from a customer, I ask a few more questions, such as “What makes you say that? Tell me a little more about your concern” and “Could you be a little more specific?” While they are responding to my questions, I take good notes. After they are done talking, I reflect back to them what I thought I heard in response to my questions by saying something like this, “Thanks for sharing that information with me. It sounds to me that you really like the recommendation, but you're concerned about the cost.” They typically respond by saying “Yes.” Then I say the magic words that we practiced in our sales meeting which are helping me uncover the hidden concern: “In addition to that, is there anything else that would prevent you from moving forward with what I recommended?” You're never going to believe it, roughly two out of every three times I say that, they give me another objection. Then I ask more questions about that objection and then handle that objection because it's typically the primary objection.

Sales manager: Good for you. Would you mind sharing that success story at our next sales meeting?

Salesperson: Absolutely. I'd be happy to.

Sales manager: Thank you and congratulations on your success! Way to be open-minded to new ideas, practicing those ideas, and implementing those new ideas where it matters most, on calls with our customers. Keep doing what you're doing.

Salesperson: Thanks! I feel like I'm shot out of a cannon right now!

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