Dear Manager,
In the world of sales, objections and resistance are a part of our daily journey. However, it is how we handle these challenges that truly sets us apart. I wanted to take a moment to share some insights on effectively managing objections and turning them into opportunities for success.
During my time working closely with salespeople like yourself, I have observed the profound impact objections can have on behavior. Even the smallest objection can trigger visible reactions such as leaning back, crossed arms, or signs of nervousness. These reactions often extend to one's voice, becoming louder or more emphasized. It is as if the person has been injected with a surge of cortisol, leading to defensive responses and a temporary lapse in cognitive acuity.
Studies have shown that the effects of cortisol can persist for up to 26 hours once it is released in the body. This hormone sets off a chemical reaction that is not easily halted. However, there is a powerful technique to counter its impact: asking yourself a question.When faced with an objection, taking a moment to ask yourself a question initiates an electrical reaction in your body. This reaction redirects blood flow to the higher regions of your brain, promoting a calmer state of mind. The prefrontal cortex, responsible for rational thinking and decision-making, regains its optimal functioning.
Instead of becoming defensive, redirect your focus to the customer's needs. Ask yourself questions like "What additional information does my customer need to proceed?" or "What additional guarantees does the customer require?" By doing so, you regain control of the conversation, fostering a constructive dialogue rather than a defensive standoff.
It is essential to understand that objections often stem from a desire for clarification on specific topics. Before making a purchase, a customer needs to feel confident about three critical factors. They want assurance of your product's quality, trust in you as a seller, and confidence in the trustworthiness of your company.
So, the next time you encounter an objection, view it as a valuable opportunity to differentiate yourself from your competitors. Utilize the power of asking yourself questions to address your customer's concerns, ultimately building trust and achieving remarkable sales success.
At TC3, we believe in the transformative impact of salespeople like you. Your dedication and expertise are vital in driving economic growth, and we take pride in being part of this journey with you.
If you want to obtain a clear idea where your team is standing today on the sales skills set just perform the following exercise you will get feedback immediately.
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Wishing you continued success in your daily sales endeavours!
Warm regards,
Alexander Nijs
SMIP partner with Jean-Claude Laurent & Brian Valkestijn