1. Clarify by using the Pointers
or Super Questions (see next page) The pointers
could uncover equivalents which may open
up new options.
2. Exaggerate the objection
3. Conditional close through the "As
if." "If I could satisfy this concern, then
would you be willing to. .
4. Devise an acceptable option that handles
the objection.
Options When
the Objection Hasn't Been Resolved After
Five Minutes:
1. Go on to
other issues
2. Listen
carefully. Say to the person objecting,
“Act as if you were me and tell me how to
resolve this.”
HANDLING
OBJECTIONS
1. Restate
and Validate
2. Clarify by using the pointers.
The pointers will uncover complex equivalents
which may open up new options. Apples or
fruit?
3. Some options to resolve
Conditional close through the "As If." "What
would happen if I could satisfy the is concern?"
Devise an acceptable option that handles
the objection
-Outframing-13 Ways To Think
4. Options when the objection hasn't been
resolved after five minutes:
Go
on to other issues
"Let's
act as if we were in binding arbitration
"Act as if you were
me."
MAINTAIN
YOUR OUTCOME, NOT YOUR POSITION
REFRAMING
Definition: Describing how something to
which the customer objects can be perceived
as a benefit by considering it in a different
context or meaning.
Questions to Ask Yourself
In what situation would the thing
to which the customer is objecting be
useful?
Where would it be useful?
What other meaning could be assigned
to the customer's objection that would
make it useful?
could it be useful?
Examples:
"road-hugging weight"
pre-packaged
meals as freedom makers
selling
as consulting
REMEMBER TO PACE THE OBJECTION
BEFORE REFRAMING IT!
"It's true, this is a heavier car, and
that will decrease gas mileage slightly...”
STRUCTURED EXPERIENCE
REFRAMING
Below are ten objections. For each
one create a pacing statement, then reframe
the objection.
1. I considered buying that stereo,
but it has more power than I need.
2. Why should I spend the money
on new tires when retreads are such a
bargain?
3. I'd love to attend the Sales Excellence
workshop, but I don't wan away from my
job for three days.
4. Air conditioning just takes away
from gas mileage.
5 I don't need a camera that's fancy
just to take pictures of my kids.
6 This watch is so thin. Doesn't
that make it fragile?
7, That house is OK, but the yard
and driveway are smaller than what I'
used to.
8 I don't need lawn care service.
I can do it myself.
9. Sure, the suit looks good
on me, but it's twice as expensive as
the ones at Parkers.
10, Subscribe to Time magazine?
I've got more magazines than I can read
now!
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