objections are the beginning not the end · overcoming objections means you need to help your...
TRANSCRIPT
OBJECTIONS ARE THE BEGINNING NOT THE END
Rommel Anacan | www.RommelAnacan.com
HI! I’M ROMMEL ANACAN!
Website: www.RommelAnacan.com
Email: [email protected]
Twitter: @rommelanacan Instagram: rommelanacan Facebook: facebook.com/
relationshipdifference
2004
201`7
BEGIN WITH THE OBJECTION
WHO LOVES TO SELL?
WHAT DO YOU THINK OF WHEN WE THINK OF
SALESPEOPLE?
WHO LOVES BUYING?
OVERCOMING OBJECTIONS MEANS YOU
NEED TO HELP YOUR CUSTOMER FALL IN LOVE
WITH WHAT YOU ARE SELLING!!
Selling is about attraction NOT promotion!
Be a“trusted consultant” not a pushy salesperson!
OBJECTIONS ARE THE BEGINNING NOT THE END!
BE PREPARED!
• Who are your top five competitors?
• When people don’t rent from you, who they rent from, and WHY?
• If you don’t know, do some homework!
BE PREPARED!
• What are your advantages over your competitors? (3 P’s)
• What are your disadvantages compared to your competitors?
➤ FACTORS to CONSIDER ➤ Price/Cost/Value
➤ Product
➤ People
FIND SOLUTIONS BEFORE HAND-BE CREATIVE!
HELPFUL RESOURCES AND TOOLS
• www.ApartmentTherapy.com
• www.diynetwork.com
• www.HGTV.com
• https://www.trulia.com/blog/diy-hacks-renter/
• https://www.pinterest.com/explore/apartment-hacks/?lp=true
HOW DO WE HANDLE OBJECTIONS?
They bulldoze through the customer
PUSH TOO HARD
RUN AWAY FROM THE CUSTOMER
OR FREEZE!
OBJECTIONS ARE THE BEGINNING NOT THE END!
TWO MAIN OBJECTIONS
➤ Price
➤ I can’t afford it
➤ I don’t want to pay it (but I can.)
➤ Product
TWO MAIN STRATEGIES
➤ Offer Solutions
➤ Different apartment
➤ Floorplan
➤ Hacks
➤ Offer New Perspectives
ASK GREAT QUESTIONS…KNOW THE WHOLE STORY!
FIND THE PAIN!
EASE THE PAIN!
THE CHECKLIST METHOD
BLOCKING AN OBJECTION BEFORE YOU RECEIVE IT!
➤ If you’ve asked for and received good information during the process you should know what the customer might object to before s/he says anything.
➤ So, you may want to address it first and then provide solutions:
➤ I know that you really wanted a walk-in closet and as you can see this apartment has a nice sized reach in closet. Do you think this could work for you?
➤ Yes! GREAT!
➤ No? I know of some great ways to add storage that will not cost a lot and give you everything you wanted…
DEALING WITH OBJECTIONS 1) CONFIRM THE OBJECTION 2) VALIDATE THE OBJECTION 3) ADDRESS THE OBJECTION 4) REGAIN AGREEMENT 5) RE-CLOSE (AGAIN AND AGAIN!)
CONFIRM THE OBJECTION
“So, Mike it sounds like you like the apartment, you’re just concerned about the rental rate…
Besides the rent (ISOLATE) is there anything else that is not working for you?”
CONFIRM THE OBJECTION
“If I understand you correctly you’re not happy with the storage space in the closet?
Besides the closet (ISOLATE) is there anything else that you’d change if you could?”
VALIDATE THE OBJECTION
“I can understand about being concerned about the rent. The amount of rent
would be a big consideration for me too.”
VALIDATE THE OBJECTION
“I can understand! A spacious closet is
important to me too.”
CONFIRM THE OBJECTION
“I totally get it! Finding a home is a big decision and you want to make sure you get it right!”
ADDRESS THE
OBJECTION
Customer: I like it- but they’re offering two weeks free rent. You: So it sounds like you love the apartment but you’d really like the two weeks free rent. Customer: Yes. You: I can understand! I’d love two weeks free rent too. BUT I think it’s important for you to remember that we have everything you’re looking for here. You may find something cheaper…it would be hard to find a better value than what you’d find here!
Customer: I like it but they’re offering two weeks free rent. You: So it sounds like you love the apartment but you’d really like the two weeks free rent. Customer: Yes. You: I can understand! I’d love two weeks free rent too. AND I think it’s important for you to remember that we have everything you’re looking for here. You may find something cheaper…it would be hard to find a better value than what you’d find here!
Customer: It’s a nice place, but I wanted more closet space
You: Besides the closet space is there anything that isn’t working for you?
Customer: Not really.
You: I can understand. Closet space is important to me too….AND
I know of some great solutions that can maximize your closet space that don’t cost a lot of money. Which means that we can offer you the open floor plan, covered parking, washer/dryer hook-ups and the storage you want, plus you’re just 10 minutes from work!
Customer: I like it…but I really wanted a W/D in the apartment.
You: Besides the W/D is there anything else that isn’t working for you?
Customer: No. If it had a W/D it would be perfect.
You: I can understand. A W/D is important to me too. AND it’s important to remember that we are in the school district you want, right in your price point, this apartment is available right now…plus our laundry facility is “on point!” PLus, I live here too and I love being able to do 10 loads at once, because I am a procrastinator!
HELPFUL RESOURCES AND TOOLS
• www.ApartmentTherapy.com
• www.diynetwork.com
• www.HGTV.com
• https://www.trulia.com/blog/diy-hacks-renter/
• https://www.pinterest.com/explore/apartment-hacks/?lp=true
“DOESN’T THAT MAKE SENSE?”
“DO YOU SEE THE BENEFIT OF LIVING HERE?”
“WOULDN’T IT BE GREAT TO BE ONLY TEN MINUTES FROM WORK?
“DO YOU SEE HOW VALUABLE BEING IN THIS SCHOOL DISTRICT IS?”
“DON’T YOU THINK YOUR KIDS WILL LOVE THESE ROOMS?”
“BASED ON WHAT YOU TOLD ME, YOUR HUSBAND IS GOING TO LOVE THE DEN, DON’T YOU THINK?”
REGAIN AGREEMENT
CLOSE AGAIN!
DEALING WITH OBJECTIONS 1) CONFIRM THE OBJECTION 2) VALIDATE THE OBJECTION 3) ADDRESS THE OBJECTION 4) REGAIN AGREEMENT 5) RE-CLOSE (AGAIN AND AGAIN!)
• I understand. This is a big decision, you want to make sure you choose the right home.!
• Now, (Customer’s name) when someone tells me they “need to think about it”, I find it’s usually one of these two things:
• They’re really not interested, they’re just being nice;
• They’re interested, but just not sure
• Which one is it for you?
“I still need to think about it.” “I’m still looking.”
• If not interested,
• Thank you for telling me!
• May I ask,
• “What isn’t working for you?”
• “What didn’t you like?”
• “What would you change if you could?”
• (If applicable) Walk your customer through the Five Objection Steps again once you have more information.
I still need to think about it
• If interested, but not sure…
• When someone tells me they’re interested but not sure it’s usually one of these reasons…
• Not a fit. (Could you see yourself living here?)
• There’s something missing. (Did I miss anything that was important to you?)
I still need to think about it
• If interested, but not sure…
• If it’s not fit or if nothing is missing, then it usually is the price.
• Is the price a concern?
• CONFIRM, VALIDATE and then ADDRESS…
• Find a less expensive option
• Offer a new perspective
• “You might find something cheaper-I don’t think you’ll find a better value…”
• And then move on to the next two steps.
I still need to think about it
I’M STILL LOOKING
Customer: I really do like it, I just want to see the other five places on my list.
You: That makes sense! Now, as you know in this market, inventory goes very quickly…
Based on what you told me we have everything you’re looking for here, and I would hate to have you miss out on a great home.
• I completely understand! I would need to make sure that my spouse approves too!
• When someone tells me they “need to talk to my spouse”, I find it’s usually one of these reasons:
• They’re really not interested, they’re just being nice;
• They’re interested, but just not sure
• They’re interested but not sure if their spouse will be interested;
• Which one is it for you?
I NEED TO TALK TO MY SPOUSE…
➤ If not interested determine what is not working for them and guide them through the steps
➤ If interested but not sure, remember… ➤ Is it a fit? ➤ Is something missing? ➤ Price?
➤ If interested but not sure if spouse will like it… ➤ Determine what spouse may not like (fit/missing/
price?)
I NEED TO TALK TO MY SPOUSE…
➤ Solutions? ➤ Video call/Facetime…NOW? ➤ Hold apartment then consult spouse ➤ Schedule appointment with both
I NEED TO TALK TO MY SPOUSE…
NOTHING’S WORKING? DO A 180
THE OTHER SOURCE OF
OBJECTIONSLook in the mirror!
THERE IS NO EASY BUTTON
BUT IT’S WORTH IT!
THANK YOU!Website:
www.RommelAnacan.com Email:
[email protected]: @rommelanacan Instagram: rommelanacan Facebook: facebook.com/
relationshipdifference