There are two kinds of objections, minor and major.

Minor objections are defense mechanisms. We are conditioned as children to say NO to sales people. People use objections to slow things down. This doesn’t mean that they don’t want to buy, they just want to mull things over before committing themselves. Or that they want more information before making a decision. Sometimes folks give objections to find out if they can trust you - to see if you will help them when they come to a minor setback.

What is a Condition? A condition is a valid reason for not going ahead - it’s the major one. It’s not an objection to overcome, it’s a total block to the sale that you must accept and walk away from.

#1 ~ Don’t argue.

#2 ~ Don’t attack them when you overcome their objections. Instead smile.

#3 ~ Do lead them to answer their own objections.

Have 2 ears and 1 mouth ~ listen to your customer more than you talk!

How to Take Command with Leading Questions

If I say it, they can doubt me; if they say it, it’s true!

It’s better to ask than to tell - "How do you see this fitting in with your life?"

One of my favorites is "What’s the worst that could happen?"

The S.W.I.F.T. Principle ~ "So What’s In It For Them"! Find out what a customer or hostess feels she wants or needs. Then show them how UBAH could fulfill their need or want. Most people are interested in UBAH for one or more of the following reasons: free books, financial benefit, recognition, association, or personal growth.

Appointment Dates. Your purpose with this technique is to secure an appointment date the first time you ask for a booking. A common mistake consultants make when booking is they ask, "When do you think we could get together?" This is an open-ended question and leaves your client or hostess the opportunity to say, "I don’t know, I will get back to you." A more effective technique is to ask a series of close-ended questions until an agreed upon date is decided upon.

Sample #1

Once you have established your customer’s interest in seeing your books, say:

"Which would be better for you, this week or next?

Next week. At the beginning of the week or the end of the week?

Friday. Morning, afternoon, or early evening?

Early Evening. Which would be better, 6:30 or 7:00?

Sample #2

"I have some time toward the end of this week. Which would be better for you. Friday or Saturday?"

"Saturday. During the morning or early afternoon?"

Early Afternoon. Great! One or two o’clock?"

Please notice how this technique allows you to control your time by directing your customer into slots of time available on your schedule.

Technique # 2 ~ Reverse Psychology

When we were young, our parents taught us to say no whenever we are approached to buy something. So this is what our customers are ready to say! The reverse psychology technique involves letting your customers answer with their preprogrammed answer of no, and still obtaining the response you want.

Sample #1

"Mary, I would really enjoy having an Usborne Workshop with you and your friends. Everyone loves our products, especially kids! Is there any reason why you couldn’t invite a few of the couples (or moms) you know over to your house one evening and hostess a demonstration of our wonderful books? I know you will be glad you did!"

When you preface your question with "Is there any reason why" and your customer says no, her favorite response, she is really saying yes. OR She will come up with an objection and an objection gives you a direction to head in to serve HER individual needs with customer service designed especially for her needs!

Technique # 3 ~ Feel, Felt, Found.

Empathize (not sympathize!) with your prospect, put yourself in his/her shoes, remember a solution from yours/or someone else’s past experience and share that idea.

Sample #1

Customer: I’m too busy to have a show.

You: You are busy?

Customer: Oh, yes...... homeschooling, girl scouts, and now we have basketball season!

You: Sounds like you are a caring mom! I can understand how you feel about being busy. I felt that way when I considered having a party myself with Usborne. I’m always in high gear myself, especially with my kids. But, I found that when I did book my party that it was great because "busy people know how to get things done" and my kids loved their Free Books!