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How to Handle Sales Meeting Interruptions, Question, and Objection?

How to Handle Sales Meeting Interruptions, Question, and Objection?

Hey there Rajat from Startup frat. Today I have another training for how to answer questions and objections from the last time straining? Some people said you mention three types of interruptions, question, objection. How do you handle each of these three types? So, another training today much more detailed one around the three types of interruption you will face in the middle of the sales meeting. How to handle all three of them? Now after this I think it will be pretty comprehensive. Everybody will have every idea, how to go ahead? And for the further training I to move on to other automated forms of sales and other things as well. In addition to that actual handshake and personal presentation part of it.

However, by the end of this content, I’ll give you a source. Which will totally take care of you regarding all possible questions, answers, variations. You know the different scenarios that you face in the handshake, sales, when you are doing in-person sales, one-to-one, or even in a seminar. When you’re sitting down in front of a bunch of people.

Three types of interruptions

Interruption

There are three types of interruptions when you’re giving a sales presentation when you are sitting in a seminar setting or something like that. You have a bunch of people or you sitting with the person there are three types of interruption they gonna put in front of you. Broadly three types. The first one is curiosity. You seating in front of the customer who doesn’t really know what it’s about, you start giving your whole skill or whatever flow is. Then they ask a bunch of questions that may or may not be relevant to their problem. They themselves don’t know what problem getting solved but they may ask a couple of questions here and there. It might be latitude interest just brought; they may even be trying to build some comfort with you by asking some irrelevant question.

So, curiosity questions. Now, these are genuine questions, not they are not genuine they tried to make fun of your something like that. And they usually occur during the initial stage of presentation. At the initial level, if you have not built the context properly, you do not come to the point where you want to build the context. You know people sometimes ask all kinds of curiosity. They are curious about something which does not have an immediate bearing on the discussion at hand. That’s a curiosity question or interruption. Usually, in the first initial stages, it happens.

The second thing is objections. Objections are generally they have a problem with a certain product, feature, or something like that. Also, these objections may come up about features. After you disclose the price. Sometimes people give objects after listening to the price. For the features, in order to get out of sales situation and that’s fair. Then these objections may be a barrier to the sale which made this objection may be real and they may want that this objection is not sorted. It may be about terms, payment terms and conditions, services terms, or something like that.

It may be a barrier or it may not be a barrier, it may an objection which is a side objection apart from the dominant buying motives. You call it DPM dominant buying motive. What problem do they have? What is the problem they have with the current supplier? What is the problem they have their unable to solve? This product solves a problem. They are broadly in the game. But you know this objection is some minor thing that is you know giving them some meditation or something like that.

So, it may be a big problem which means it could be a showstopper or it may also be like a side objection that does not impact the dominant buying motives of DBM. Now, what are the complaints? Complaints sir usually will face towards the end of a presentation. You come to the end prices have been disclosed broadly they say yes whatever. You know that there in the game but they still have some complaints. They are throwing a tantrum because they have to cut a cheque. their life.

Usually, a lot of customers have this mindset of throwing out a complaint just because I am cutting a cheque. Let me complain about something. So, usually, they have taken the decision in their mind. You must understand very important. They usually take a decision in the mind and they will probably throw a complaint about the price. Hey man, it’s so costly. Of course, everything is expensive. Even if it’s free, it will still have some problem boarded.

The second thing could be about aesthetics. Hey, why does the company make it in pink color, blue color, green color, you know, why do you have only a black and white? What is this? You know something like that is just some tantrum. It’s not the real objection. So, these are the three different types of interruptions. Curiosity, objection, and complaint. Curiosity one thing I forgot was, curiosity also happens some interruption or something will happen. If you start talking to a decision taker especially if you’re selling to like a family something.

If you mutual fund salesperson, LIC or something that. You seating in front of a family, the husband started talking to you and 15 minutes later the wife comes in. Now you’re deep into the discussion and then she asks something which is kind of irrelevant or you start talking to the wife and the husband shows up 20 minutes later are some stuff that is irrelevant to the discussion. So, that’s a curiosity item, it needs to be addressed. You have different options. What are your options? Three options are, all three of them are wrong options. The first is, you answer that question right away. If you answer any question right away, whichever part type of question it is. You will immediately move away from the sale.

Any answering and all this is basically gonna move you away from the sales. The second thing is, it happened a lot to me. You know they ask some questions right in the middle and it irritates me. You know it shows up on my face. You know stupid question. Why did you ask that? Something like that. These are thoughts that go through my mind. I am also human. So, you may get irritated. Very dangerous, irritation should not show on your face.

The third thing is you may get offended. A lot of people get offended when they are talking about high-quality products. And this prospect throws in another option saying you know this other company that makes this product at 110 the price. That product may be a complete load of crap and which is what offend you. Come on sir, what we are discussing and what you are talking about? Again, this offensiveness should not show on your face. Any answer you give right away is wrong, do not do that. Any irritation of feeling offended or something like that does not do that not right.

So, how do you actually take care of these things? How do you take care of the curiosity, the objections, and the complaints? Always curiosity always acknowledge. Acknowledge and embrace. You say it’s a great question. I thank you for asking that question. I kind of slipped my mind, you know this is the kind of important point I want to bring towards the end. So, always thanks and embrace. The second thing is, you want to read words and repeat the question to them in slightly different words. You say so from my understanding what you’re trying to ask is, you know is this thing instead of adding to your health also one of our some risk factories? You worried about the risk factors, am I right? and

Then they have to say yes, I am right. Why do you want to reward and retrace the question repeat the question to them? Is it because you want to be sure, they are asking what you think there asking? Salespeople go under pressure in a sale situation. They’ve done a hundred plus sales calls, out of the hundred people, 50 peoples ask this question. They had something in their mind. So automatically assume this is that type of question. The prospect may have something in their mind. So, it’s very very important to keep your ears tuned to what is going on? We call it WGO in the academy.

So, first, your knowledge is thanks for asking that question itself very important question actually you know I should have brought it up myself. But now that you ask let me just confirm that this is what you want? We talk about your health something like that. If you have a healthcare product and what you are also worried about is, if you take some steps without thinking about it without you know kind of standing where you stand and then actually changing something like this or implementing something like this may also carry from side effects for the families. Is that you worried about? And they wanna be like yes that’s my concern. So, once they say yes then both of you pretty much know that you are on the same page. Very very important. Reward and repeat are very very important.

The next I wanna do is, write it down. You should always have a blank pad and pen with you. You should write down saying with one ticker word or something, you know side effect or something like that. So, I said write it down because we’re going to address this somewhere during the presentation. I wanna make sure to write it down, by the end of the presentation if I haven’t already addressed it, I will address it at that point. At that point, we can have a longer discussion. For this is part of my presentation is be addresses is that fine?

So, you always wanna acknowledge to write it down for your own memory that this thing is to be taken care of. Then you say already there we have already addressed during the later part of a presentation, but I am just writing it down in case you know I miss It. I am gonna make sure we take care of this before we finish for today and they say Yes. So, these are the 4 steps.

What about an objection?

Now, this objection is typically happening towards the end of the presentation, especially around prices and all that. If you are a salesperson or if you are a business owner, who is used to doing this stuff. That top 20 different objections should be built into your presentation. Which will experience, say you should know. What are different objections that usually come up? Price stuff, value stuff, delivery time, service levels, you know whatever. They should be built into your presentation. So, a presentation should be built around the actual or prospective objections that did not that are there. And all the features and benefits that we’re talking about no feature and benefits should be talked about loosely.

Every feature and benefit should time to an objection that you know will probably occur in the prospect’s mind at the time of the close. So, from prior experience, your presentations need to get better and better and better so that your close rate improves from 2 % to 5% to 10% to 20% whatever it is. The way you do that is every feature and benefit that you talked about earlier in the presentation needs to feed into an objection that you know is likely to come later. So, the first one is not a tactical item it’s a strategic item. You need to take care of this beforehand.

The second thing is, you need to ask them plain and simple. Let me ask you, this something that’s gonna affect your buying decision today. Is this something this gonna stop us from moving taking action today. The prospect may say yes or no. If they say no, this is just a minor thing. not really a big thing but they add an objection. I had an objection, they have said that in 2 out of 10 cases so they actually say some very important questions.

Let me ask you this Mr. or Miss. Prospect is this something that is you know. That is gonna stop you from taking action today especially if they asked it towards the end of the presentation. If this is no 2 out of 10 cases then you know your home is free. Very important than you know you home free. Do not try very hard. In the 8 out of 10 cases, they say yeah yeah this is a big problem, etc. then you know this prospectus is not serious in the first place.

If they use some objection and all come in the way of them taking action, something they already showed and interest. They already spent an hour of your time or whatever. If they tried to use that as some kind of a bargaining chip person then you know that they are not serious. So, in that case, what should do is? You go back and Re qualifies them with the four K questions. Saying that’s fine before I answer that question, let me ask you this, you are the person who is in charge of the budget. You have the budget for this, you have interest in this, you are the decision taker, they say yes and then you say.

You ask them, you say if I would remove this objection from play. If I would come up with something, I don’t know if I can. Never say you can 100% remove an objection or something. You say I don’t know if I can take care of this or not, but if I could, would there be anything else standing in the way of us moving forward today. It’s called a double loop. Re qualify and double loop.

What a double loop? So, let me take a step back, you are the owner, you have an interest, you have a need, you’ve already discussed how this can actually save you money, make your money, help whatever. Yes, and this particular objection is the only thing that stands between you and taking this decision there like yes. Let me ask you this if you want to take action and take this decision move forward today, assuming I were clear of this objection, How would you be making the payment? And they say well Yeah I will pay in cheque or cash whatever. You say ok.

Let me ask you this, I am not sure if I can take care of this right now or not. But if I could, would there be any other item that would stop us from doing business today? Would there be any other thing? And they’ll probably say no. Now, you the 8 out of 10 prospects, you got them locked in over here. 2 out of 10 say yeah yeah it’s not a big item then you know you gonna get a win. You don’t need to work hard. So, you double loop it, locks it down. Don’t answer this at that point. You move ahead.

presentation

Towards the end of the presentation, when it’s time for you to ask for a cheque or something like that, you are right at that point you open up your kimonos give them the solution, and ask for the cheque. Or the best thing is to say, while do you get a checkbook from inside I will call my manager, will see this something we can do you write the cheque. Have them get the checkbook on the table. So, they’re ready to go. I know is difficult in every case you are unable to do it. But there are ways and techniques around it. So, that’s fine.

Again no sales situation is perfect or not a salesperson on this planet who has a 100% close rate. Regardless of how good the leads are. So, I understand if you think to yourself it doesn’t happen for me I agree with you. Next, complaint or complain the something the prospect does like a little child. So, everybody has that little primal brain in them. When the child that cries all the time if it’s made to eat their vegetables or made to clean the room of whatever it is. A child that goes to cry. That is the Primal brain. Now when you ask them to take action, which is written the cheque or whatever it is. They are gonna cover some the way complaint, saying the price is very high, you know why doesn’t your company make this in blue? Why do you have terms like that etc? They’ve already made the decision in their mind ok.

So at that point, what do you do? If you agree with them, there is no point fighting it back. You say, yeah I agree with you. It’s a bumble situation. Hopefully, it changes soon, sign here please. So, move out the order form or the cheque and say sign here please. Or make the cheque in the name of so and so. Just acknowledge, agree, and move on. The whole train is moving, not to worry. You know is a minor objection compared to stopping it. So all of the things that otherwise I see a lot of salespeople do, which is you know get into the discussion, they get defensive, they get irritated or whatever.

Come on sir, we are talking about 5 lacks and you are saying this and all. They are something kind of not willing to play the game at all levels of the mental struggle. It’s a mental war, the psychological war between you and prospect. So, you need to be willing to play or fight at all levels. The fight is not a good word in the sales situation. Because you trying to war with them and bring them along with you. So, the fight is not a good word. But you got operated all these levels. Prospect gonna throw different curveballs. again and the prospect doesn’t know they are throwing curveballs. It is just that people become very very defensive and they know that they have to take action especially when the action involves money. So, you need to understand all of these 3 different types.

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