Monday, August 4, 2008

To Work with an Objection Effectively, Learn the Motivation Behind It

Many salespeople report objections about the size of the yard being too small (or seemingly smaller than they expected) or the homes being close together or the associations dues being too high - or many other issues.

The tendency upon hearing these is to attack them head-on. There's a better way.

When we hear these concerns being voiced, we don't know if they are serious issues or just comments.

Why should we spend our energy discussing why the homes are that close together or trying to explain that they're really not as close as they appear to be - or any of the other issues - until we understand why someone is raising this question and if they are even serious about living in the home or neighborhood.

Forget about using the old "feel, felt, found." If you don't know what I'm talking about, it's OK.

When someone says something like the yard is too small, we should just ask why they are saying that. Do they really need more space and this is a serious issue? Or does it just seem smaller than they thought they'd see? Or have they just not yet considered how easy it will be to maintain it? What are they looking for in a new home? Is this it? How close is this one to what they will consider buying?

These are good questions that will help us interpret the customer's concerns and explain them in terms of something meaningful to them rather than just because it's an answer we rehearsed.

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