FEB 15,2015

Is it a lie? The “I want to think about it” sales objection

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This is the conclusion of the 5 part series on objections.  You shall end this series with what many people believe is the toughest sales objection, “I want to think about it.”  As a service technician or professional salesperson, you have heard this objection many times before.  My question to you is the following,

“Is this objection a lie?”

To discover if it is a lie, then go through this checklist with yourself:

  1. Do I feel like the client genuinely likes me, and wants to do business with me?
  2. Does the client understand my recommendations?
  3. Does the client believe I have given the best recommendations?
  4. Does the client feel like the price I am giving her is a fair price?
  5. Would the client have anything else to think about if the price fit into an amount she was willing to pay?  In other words, if the total was $400 less, would she say “Yes”?

When you discover the answers to the questions above, then you will know if the client is lying.  Here is a hint:  She is probably lying.

Don’t get mad about the truth!

All people lie.  Even the most honest people lie for one purpose or another.

4 Common Reasons for Lying
  • To deceive.
  • To manipulate.
  • To avoid confrontation.
  • To save the feelings of others.

So, no one wants to be called a liar and a cheat.  A liar and a cheat would be the person that lies for the first 2 of the common reasons.

  • “I did not have sexual relations with that woman, Mrs Monica Lewinsky” – Bill Clinton

However, we might all tell a little white lie, and not feel bad about it if it were to avoid confrontation, or to save someone’s feelings.

  • “Your newborn baby is so beautiful.”
  • “No honey, you look great in that dress.”
  • “This is delicious. No, it’s not too much mayo.”
Pamela Myers – How to Spot a Liar

This is a great video by Lie-Spotting Expert Pamela Myers.  She says that we should all become experts at lie spotting so that we can do the following:

  • Spot lies
  • Seek the truth
  • Build trust

As we move into how to handle the “I want to think about it” sales objection, keep one thing Pamela Myers said in mind:

“Lying is a cooperative act…
It’s power emerges when someone else agrees to believe the lie.”

How to Handle the “I want to think about it” sales objection
Client: “I want to think about it.”
Empathize – Pull Down the Wall

After the objection comes out, you need to know that the client is going to be a little defensive and guarded.  The next thing you say is critical to this technique working:

Tech:  “That’s fine, Mrs. Jones, I understand.  This is an important choice for you.  You wouldn’t take your time thinking it over unless you were seriously interested, would you?”

Client:  “That’s right. I’m interested, I just need some time to think it over.”

Move Into Clarifying the Truth

Tech:  “Just so that I have clarification, you do feel that your home needs the options I have shown you, don’t you?

Client:  “Yes I do. You have proven that very clearly.”

Tech:  “Oh good, because for a moment I thought that perhaps I offended you, and you were trying to politely get rid of me. That’s not the case, is it? [The client may be surprised or shocked by the question.]

Client:  “No, No, No. I like you!

Tech:  “Oh good, because the last thing I would want to do is offend you!”

Check Off the List of Things to Think About

Tech:  “Since it is my job to answer all of your concerns, will you tell me what it is you were wanting to think over:

  • Was it the options I recommended? (No)
  • Was it the tankless’ s capability to supply endless hot water? (No)
  • Is the quality of my work a concern? (No)
  • What about the reputation of our company? (No)
  • What about the guarantees and warrantees? (No)
  • Reconfirm the other value points of your offer . .
  • “Ok Mrs. Jones. Level with me, is it the investment that is causing your concerns?”

Client:  “That’s a big part of it of course.  It’s just a lot of money.”

Tech:  “I completely understand.  Do you mind of I ask you another question?”

Client:  “Sure, go ahead.”

Tech:  “You probably have a number in your head that you were thinking this was going to be.  True?

Client:  “True.”

Tech:  “Most people do.  And I bet, if that number you are thinking about is the same one on the page, you would be doing the paperwork right now, is that true?”

Client:  “Yes it is.”

Tech:  “OK Mrs. Jones.  Then, can you tell me how much, too much, you feel it is?”

Client:  It’s about $800 more than what I was expecting.”

Pick the Close that Will Work

There are a number of powerful sales closes that will work from this point:

  • The Options Close – you show an item of lesser price.
  • The Service Agreement Close – you give a discount that will get you closer to the total.
  • The Reduction Close – you show how the total amount is not that much over time.

For this example, I’m going to demonstrate the Reduction Close

I will bullet point each portion of the script so you can see the transitions

  • “So, really we are talking about $800, aren’t we? (Yes)
  • All right. My thought here is that we should carefully look at the total over the life of your tankless heater. Here. (Hand calculator)
  • You said you plan on living in the home forever.  Right?  (Yes)
  • The tankless system has a minimum of 10 years of worry free services with no repairs, that’s guaranteed here in writing
  • Okay, then divide $800 by 10 years, and we will get $80 a year, don’t we? (Yes)
  • Your family will use the new system 365 days a year, so divide $80 by 365 and tell me that number please. ($0.22) Twenty-two cents a day. That’s it!
  • The efficiency of the new tankless alone will pay for that minor daily difference. Let me ask you one last thing.
  • Won’t this high efficiency system with: the yearly energy savings, low maintenance, zero repairs for 10 years, our great company to stand behind the installation, and all of our in writing assurance guarantees profit you more than $0.22 a day of your time? (Yes, I think it will.)
  • Great!  Then we’ve agreed, haven’t we?
  • By the way, when we do the install, do you want us using the side door, or the garage door, to access the utility room?”

Combined with the techniques and scripts found in this 5 part series, you will be better armed and more prepared to close that next sale.

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