May Ask the Guru

Question:I'm really starting to get Sick of getting Objections, I know it's part of sales but...Arrrgghhhhh! The most common objection people tend to give me and the one I need most help with is..."I want to think about it." Do others get this...what can I do?

Answer: The good old "I wanna think about it"... WOW, I wish I had a dollar coin everytime I've been asked to help a salesperson with that objection! Mmmmm...Bahamas here I come.

There are actually quite a few ways to deal with this scenario, so I'm going to take the approach that I wish I knew over 20 years ago when I first started in sales...empty their ammunition so they have no objections to fire at you! Let me explain...

A few years back I was asked to present at a conference in the UK and on my way back to Sydney for a Presentation, I had to fly through the USA, one of those yucky trips with plenty of connecting flights in between and if I missed one leg of my trip it would have meant missing the rest, arriving in Sydney late and therefore missing my presentation.

This was a big NO NO!

So when I was having massive challenges getting to the Heathrow Airport on time for the first part of my flight, it started to cross my mind that I actually might not make it. It was 12.30pm. My flight was departing at 1pm and I was still 10 minutes away. Panic set in as I started to let the likely scenario of having to wait at the check-in counter while the flight closed. No if's, but's or maybe’s - I had to get on that flight!

I knew that international check-in closed 45 minutes prior to departure (they always say to get there 2.5 hours early, but you can squeeze in 45 minutes before departure if you absolutely have to), and I knew the check-in person could not authorise a late check-in, so I would need to speak to the supervisor’s manager. I was aware that the airlines can be fined for departing late, and I also knew that normally once the ground crew had finalised their paperwork, the flight normally can’t be delayed. So I was armed with all the reasons why they wouldn’t let me on, and so decided to use this to my advantage. This is the conversation that then took place...

"...Hello, I’m on a flight that is departing in 20 minutes and so I need to speak to your supervisor, thank you" with a perplexed look they proceeded to get their supervisor, to whom I made the same remark "...Hello, I’m on a flight that is departing in 20 minutes and so I need to speak to your manager; what’s their name?"  His name is Michael "Thank you for getting him for me, I’ll wait here" with another perplexed look the supervisor trotted of to get the manager.

"Hi Michael, my name is Petar and your lovely supervisor said you were the one to help me with my challenge. I am on flight XXX departing in 20 minutes and, despite my best efforts, I’ve had some challenges arriving here any earlier than now. I know that,you would like all passengers checked in 45 minutes earlier, and I realise that if the paperwork is nearly complete for the flight, you don’t normally change or add to it, and I know that the airline can be fined for any late departures, which is why check-in is normally 45 minutes before take off; and I know..., I know..., I know... (Referencing numerous objections as to why he shouldn’t or couldn’t let me on the flight), but here is my passport. What can you do to help get me on this flight, Michael?"

Michael, the Manager, took my passport, looked at me as though he was about to say something, but nothing came out, went to say something again, and once again, nothing came out. He then looked at my luggage, I said "That is the only luggage I have as well as one carry on piece; what’s the best way to make the flight without delay?"

It was here when my miracle occurred. Michael began talking into his Walkie Talkie, organised to take my luggage down himself, while another manager escorted me through customs, directly to the gate, stopped the plane from closing the doors and walked me onto the flight!

You see, if you empty the customer’s ammunition/objections early in on the conversation, then they will have nothing to come back at you with! So, bring up the objections before they do and a closure will be yours.

When is the worst time to receive an objection? At the end of the presentation!

Prevention is better than the cure, so if you’re sick of police speed traps, then don’t speed! If you’re sick of being out of shape, then eat sensibly and exercise regularly. Pre-empt the objections of your potential sale and there’ll be no other option BUT to close it successfully.

After I find out my customers’ needs and wants, I will then ask a simple question like...