Welcome to The Pipeline.

Prospectors’ Guide To Objection Handling Part V – Send Me Your Experience41

Continuing our journey through the joys of Prospecting Rejection we arrive at two common objections, one my least favourite, the other which is probably not really so bad, but some sellers just take it the wrong way, and end up on the short end of the conversation.

My least favourite is the “send me some information” objection, not so much because it is hard to handle, but because I find them to be wimps, like Nancy said, just say no, don’t pretend to be interested just to get rid of someone, because if nothing else you are inviting another interruption when they call back to follow up on what ever they sent based on your request.

You could to the extreme one company I know, where they make it a policy not to send, based on observation, this has not cost them opportunity.  But let’s take them at their word and their statement at face value, specifically a level of interest.  Rather than risking that interest, work to specify it.  Highlight the fact that you have delivered many solutions to clients based on their situation, rather than send a lot of generic information, it has proven to be a better use of time to meet, specify, and leave behind the information that makes sense, and again end with a call to action.

With a bit of practice you can take this up a notch.  Confirm that they are asking in order to better evaluate the need to meet, when they do, direct them to you web site, should be as practical as any brochure. If they are unwilling, you have saved time and effort. If they do, you can highlight the many aspects of your offering, continue to qualify, and move towards your goal with your call(s) to action.

One other thing you have to determine before you start, and that is what you will send.  I stopped sending hard copies years ago, strictly e-mail, much more practical given the tools at hand these days. For me in the end I do send, as a VP once told me:

“Tibor it’s like this, you send, you have a shot, you don’t, we’ll you don’t”

Bad Experience

Not the send objection, but the objection that we all encounter. In many ways this is really not a rejection but an opportunity, but some sellers interpret it as one, and at times miss the opportunity.

In most instances people feel they had a bad a experience not because of what happened, but how it was resolved; more accurately not resolved in their view. We have all been to restaurants where the service or food was bad, but management took proactive steps to resolve things to the customer’s satisfaction.

Face the issue head on, ask them to tell you exactly what happened, take interest, clearly no one did at the time things happened.  Help them have a catharsis, until they rid themselves of the luggage they are carrying around, they will remained closed, so help them unload.  Once they do, you’ll have two opportunities, first they will see you as someone who was willing to listen to them; second, having relived them of their burden, you are in a position to offer a new alternative.

Word of caution, do not take ownership of whatever perceived issues they may have had.  It is one thing to say you are sorry they felt that way, another to say “I am sorry that happened”.  The latter can be fatal as you are inadvertently acknowledging that it did happen the way they see it, and that you (your company) was responsible.

Friday, the last in this series, the “None Objection”.

What’s in Your Pipeline?
Tibor Shanto

wordpress stat