WORD-FOR-WORD
OBJECTIONS ARE ONLY CONCERNS
First of all … we have to realize that an objection is only a concern your prospect has.
It’s not a rejection of YOU.
Now is not the time to REACT .. but most sales people just REACT to an objection.
Unfortunately, at that point many salespeople just fly off the cuff instead of working to
uncover what the objection actually means.
Please realize that this is not the time to go back into a selling mode to try to persuade
them with logical facts on why your solution is good for them. It’s time to use the same
principles and methods you have learned from N.E.P.Q.
If you have done your work correctly and gone deep into the conversation
with your prospect ... most, if not all objections, will be eliminated during the
engagement stage of the process.
OBJECTION
OBLITERATION SCRIPTS
If you do get an objection at this stage, just look at it as a concern. Try to understand
the customer, and put yourself in your customer’s shoes as they determine if what
you’re offering is only a promise of a better future.
Understand that they have to make that commitment before you deliver what you
promised. Quite possibly, their objection is nothing more than a request for more
information.
There’s also the possibility that their objection may just be a request for a few simple
changes that they would like to see included in what you have offered them. Perhaps
they want a few changes to the terms of what you are offering.
Objections, or concerns, are sometimes requests for any of the following:
1. The price of the solution you’re offering.
2. The timing of your solution.
3. The follow-up, or how they will be serviced.
4. The quality of what you’re offering ... perhaps they want you to commit more time or
more resources like personnel to meet their needs.
1
3
Table of Contents
7
Objection #1: Well, I’ve tried
several programs that just haven’t
worked for me.
9
3-Step Formula to Help
Prospects/Customers Overcome
Their Own Concerns
11
Objection #2: This is just too
expensive!
18
Objection #3: We don’t have the
money for this.
23
56
Objection #19: I’m happy with my
current vendor/company.
57
Objection #20: I don’t know what I
need to improve.
57
Objection #21: I don’t know if it
will work for what we do/for our
industry.
80
Objection #36: I make the
decisions around here, we don’t
need to talk to anyone else in the
company.
82
Objection #37: I’m worried this
might not work out.
84
Objection #38: What’s different
about your company compared
to others out there that do similar
things to you?
85
Objection #39: Can you give me
any guarantees?
88
Objection #40: I’ve never done this
before, that’s more money than I’ve
ever spent.
58
Objection #22: There is no budget
allocation left for this year, maybe
next year, call back then.
Objection #4: I need to think it
over.
62
Objection #23: I’m already speaking
with another company.
26
Objection #5: Send me some
references
63
Objection #24: You’re more
expensive than our current vendor.
28
Objection #6: I’m so busy can you
just send me a quote?
64OBJECTIONS
Objection #25: I’ll get
backONLY
to you CONCERNS
89 Objection #41: We are still “price
ARE
on this.
shopping”.
30
Objection #7: Can you send me
some information?
66
30
Objection #8: I’m just so busy, can
you just call me back?
Now is not the time to REACT .. but most sales people
just REACT #43:
to anI objection.
92 Objection
never make rash
at that
point
many
salespeople
just fly decisions.
off the cuff instead of working to
69Unfortunately,
Objection #27:
I just
have
way
too
uncover what the objection actually means.
32
Objection #9: Can you send me a
proposal?
34
Objection #10: I need to talk
to my spouse or partner.
me realize
a call back
later?
94
#44:toWe
use
Please
that this
is not the time to go back
into Objection
a selling mode
try already
to persuade
vendor
we same
go with
them with logical facts on why your solution is good for
them.X,
It’swhy
timeshould
to use the
and #28:
methods
you different
have learned from N.E.P.Q.
71principles
Objection
What’s
you?
41
Objection #11: I need to check my
finances.
42
Objection #12: I’m going to try and
do this myself.
45
Objection #13: I don’t know if I
have the time.
47
Objection #14: I need to pray
about it.
48
Objection #15: I need to take to
this to the board and see what
they have to say.
49
Objection #16: This is just too
expensive for us right now.
50
Objection #17: I already have a
coach/mentor!
51
Objection #18: I’ll get back to you
or we will get back to you.
2
Objection #26: I want to make sure
91
Objection #42: I want to speak to
First of all … we have to realize that an objection is only a concern your prospect has.
right time
for me to focus on
other companies first.
It’s it’s
not the
a rejection
of YOU.
this.
many things going on, can you give
about your company compared
to others out there that do similar
96 Objection #45: I don’t want to go
If you have done your work correctly and gone deep into the conversation
things
to prospect
you?
debt.
with
your
... most, if not all objections, into
will be
eliminated during the
71
engagement stage of the process.
Objection #29: Can you give me a
97 Objection #46: I don’t want to
better price, we had another quote
commit to anything.
If you do get an objection at this stage, just look at it as a concern. Try to understand
that was cheaper.
the customer, and put yourself in your customer’s shoes as they determine if what
99 Objection #47: I need to ask my
you’re offering is only a promise of a better future.
74 Objection #30: I want to compare
mom/brother/financial advisor/uncle
Understand
thatanother
they have
to make that commitment
before
what you
prices with
vendor.
who
livesyou
in deliver
a van down
promised. Quite possibly, their objection is nothing more than a request for more
by the river.
information.
75 Objection #31: I don’t need the
product/service.
101justObjection
#48:forIsathis
scam?
There’s
also the possibility that their objection may
be a request
few asimple
changes that they would like to see included in what you have offered them. Perhaps
want a few
changes
to the negative
terms of what 103
you are
offering. #49: I just have this fear
75they
Objection
#32:
I saw some
Objection
reviews about your company online.
that it won’t work out for me.
Objections, or concerns, are sometimes requests for any of the following:
77
Objection #33: I can get the same
1. The
price
of the solution
thing
somewhere
else.you’re offering.
105 Objection #50: It sounds too good
to be true.
2. The timing of your solution.
78
108 Objection #51: Can you just give
this to me for free, and once I make
money I will pay you
quality of
what
you’re
offering ... perhaps they back?
want you to commit more time or
794. The
Objection
#35:
Not
interested.
Objection #34: If I buy this, I could
lose
my job. or how they will be serviced.
3. The
follow-up,
more resources like personnel to meet their needs.
3
First of all, we have to realize that an objection is only a concern your
prospect has. It’s not a rejection of YOU.
Now is not the time to REACT to an objection you get!
Unfortunately, at that point many salespeople just fly off the cuff instead of
working to uncover what the objection actually means.
Please realize that this is not the time to go back into a selling mode to
try to persuade them with logical facts on why your solution is good for
them.
If you have done your work correctly and gone deep into the
conversation with your prospect using NEPQ™ ...
OBJECTIONS ARE ONLY CONCERNS
Most, if not all objections, will be eliminated during the engagement
First of all … we have to realize that an objection is only a concern your prospect has.
It’s notwe
a rejection
YOU.
stage of the process which
willof show
you tomorrow.
Now is not the time to REACT .. but most sales people just REACT to an objection.
Unfortunately, at that point many salespeople just fly off the cuff instead of working to
uncover what the objection actually means.
That’s called objection prevention.
Please realize that this is not the time to go back into a selling mode to try to persuade
them with logical facts on why your solution is good for them. It’s time to use the same
principles and methods you have learned from N.E.P.Q.
Let me repeat that you can literally reduce the objections you are
If you
have done your work correctly and gone deep into the conversation
getting right now by 70% or
more.
with your prospect ... most, if not all objections, will be eliminated during the
engagement stage of the process.
If you do get an objection at this stage, just look at it as a concern. Try to understand
the customer, and put yourself in your customer’s shoes as they determine if what
you’re offering is only a promise of a better future.
If you do get an objection at this stage, just look at it as a concern.
Understand that they have to make that commitment before you deliver what you
promised. Quite possibly, their objection is nothing more than a request for more
information.
Try to understand the prospect’s point of view and put yourself in their
the possibility that their objection may just be a request for a few simple
shoes as they determine if There’s
whatalsoyou’re
offering is only a promise of a
changes that they would like to see included in what you have offered them. Perhaps
they want a few changes to the terms of what you are offering.
better future.
Objections, or concerns, are sometimes requests for any of the following:
price of thethat
solutioncommitment
you’re offering.
Understand that they have 1.toThemake
before you deliver
2. The timing of your solution.
what you promised.
3. The follow-up, or how they will be serviced.
Are you with me?
3
4. The quality of what you’re offering ... perhaps they want you to commit more time or
more resources like personnel to meet their needs.
3
Now, when a prospect brings up an objection how do you usually react?
What starts going through your mind when you hear an objection like
this?
● Your price is too high.
● We don’t need it.
● I’m not interested
● Let me think it over.
● Can you leave me some information?
● We don’t have the budget for this.
● Is this a scam?
● I can’t afford it.
● I saw some negative reviews about your company online.
OBJECTIONS ARE ONLY CONCERNS
● We already have a company
we use for that.
● I need to get more quotes.
First of all … we have to realize that an objection is only a concern your prospect has.
It’s not a rejection of YOU.
● I need to talk to my spouse.
Now is not the time to REACT .. but most sales people just REACT to an objection.
Unfortunately, at that point many salespeople just fly off the cuff instead of working to
uncover what the objection actually means.
What goes off in your mind them
when
youfactshear
with logical
on why these
your solutionobjections?
is good for them. It’s time to use the same
Please realize that this is not the time to go back into a selling mode to try to persuade
principles and methods you have learned from N.E.P.Q.
If you have Mode”
done your work
correctly
and gone
deep into the conversation
You go into “Objection Handling
like
a robot
because
that’s what
with your prospect ... most, if not all objections, will be eliminated during the
you might have been taught.engagement stage of the process.
If you do get an objection at this stage, just look at it as a concern. Try to understand
the customer, and put yourself in your customer’s shoes as they determine if what
you’re offering is only a promise of a better future.
We get impatient.
Understand that they have to make that commitment before you deliver what you
promised. Quite possibly, their objection is nothing more than a request for more
information.
You’ve heard this same objection before so you sometimes cut them
There’s also the possibility that their objection may just be a request for a few simple
off before they even finish their
sentence, and try to overcome it with facts
changes that they would like to see included in what you have offered them. Perhaps
they want a few changes to the terms of what you are offering.
and logic to try and prove and
support your solution.
Objections, or concerns, are sometimes requests for any of the following:
The pricefelt,
of the solution
you’re
offering.
You might even use the old1.feel,
found
technique
that’s been around
2. The timing of your solution.
since the stone ages of selling.
3. The follow-up, or how they will be serviced.
4. The quality of what you’re offering ... perhaps they want you to commit more time or
“Mr. Prospect I know how
feel,
others
have
felt the same way
more you
resources
like personnel
to meet
their needs.
and this is what they found.”
4
3
This does not work on most of your prospects..Throw it out the door,
unless you want to be average in sales….
Now is not the time to try to sell them or persuade them on why you are
“right”.
It’s time to listen and validate what they are saying and feeling, and even
ask them to expand on why they feel that way.
You will notice that once you do, they will completely open up to you and
look at you as an expert, as a trusted authority, not someone trying to
just sell them something.
Once again, if you have asked the right questions at the right time in the
ARE ONLY CONCERNS
conversation, most, if not OBJECTIONS
all their objections
will be eliminated during the
engagement stage”.
First of all … we have to realize that an objection is only a concern your prospect has.
It’s not a rejection of YOU.
Now is not the time to REACT .. but most sales people just REACT to an objection.
You don’t want to have commission
breath here!!! #noCO breath
Unfortunately, at that point many salespeople just fly off the cuff instead of working to
uncover what the objection actually means.
How powerful could you bethem
in with
selling
if on
you
knew
skilled
logical facts
why your
solutionspecific
is good for them.
It’s time to use the same
principles and methods you have learned from N.E.P.Q.
questions, and when and how to ask them to get your prospect to
If you have
donepersuade
your work correctlythemselves
and gone deep into the
conversation
overcome their own concerns
and
that
they
with your prospect ... most, if not all objections, will be eliminated during the
engagement stage of the process.
wanted to buy from you, rather
than you trying to chase after them
yourself?
If you do get an objection at this stage, just look at it as a concern. Try to understand
Please realize that this is not the time to go back into a selling mode to try to persuade
the customer, and put yourself in your customer’s shoes as they determine if what
you’re offering is only a promise of a better future.
that they have toNEPQ™
make that commitment
before you deliver
you
I’m going to give you someUnderstand
very powerful
questions,
likewhat
hors
promised. Quite possibly, their objection is nothing more than a request for more
information.
d’oeuvres, just a little nibble,
that you can ask them at any time in the
There’s also the possibility that their objection may just be a request for a few simple
conversation if a concern arises
that will automatically put you in front
changes that they would like to see included in what you have offered them. Perhaps
want a few changes to the terms of what you are offering.
of the pack of salespeopletheytrying
to win over that same account or
prospect and put you at the
top inor concerns,
your sales
office.
Objections,
are sometimes
requests for any of the following:
1. The price of the solution you’re offering.
2. The timing of your solution.
3. The follow-up, or how they will be serviced.
4. The quality of what you’re offering ... perhaps they want you to commit more time or
more resources like personnel to meet their needs.
5
3
I want you to understand that sometimes even with a perfect dialogue
with a prospect you might encounter a few ‘concerns’. Discuss these with
your potential customer.
If you try to hide the objection or just sweep them under the rug, it
will still be in their mind when you try and close the sale which will
create even more objections.
So if we hear certain things in the conversation that are signs to you
that they are possibly going to have an objection about when you
go through your presentation at the end, then you need to ask certain
questions to seed in their mind and eliminate the objection.
Let me give you an example of this that is industry specific so you can
OBJECTIONS ARE ONLY CONCERNS
see how it might work.
First of all … we have to realize that an objection is only a concern your prospect has.
It’s not a rejection
of YOU.
Let’s say, if you sold in the high
ticket
industry and you sold a
Now is not the time to REACT .. but most sales people just REACT to an objection.
training program that teaches
business owners how to scale their
Unfortunately, at that point many salespeople just fly off the cuff instead of working to
uncover what the objection actually means.
companies.
Please realize that this is not the time to go back into a selling mode to try to persuade
them with logical facts on why your solution is good for them. It’s time to use the same
principles and methods you have learned from N.E.P.Q.
I was just working on a script right before this for a company in this
If you have done your work correctly and gone deep into the conversation
space.
with your prospect ... most, if not all objections, will be eliminated during the
engagement stage of the process.
If you do get an objection at this stage, just look at it as a concern. Try to understand
the customer, and put yourself in your customer’s shoes as they determine if what
you’re offering is only a promise of a better future.
Understand that they have to make that commitment before you deliver what you
promised. Quite possibly, their objection is nothing more than a request for more
information.
There’s also the possibility that their objection may just be a request for a few simple
changes that they would like to see included in what you have offered them. Perhaps
they want a few changes to the terms of what you are offering.
Objections, or concerns, are sometimes requests for any of the following:
1. The price of the solution you’re offering.
2. The timing of your solution.
3. The follow-up, or how they will be serviced.
4. The quality of what you’re offering ... perhaps they want you to commit more time or
more resources like personnel to meet their needs.
6
3
Objection #1: Well, I’ve tried several programs
that just haven’t worked for me.
And the prospect says halfway through “Well, I’ve tried several
programs that just haven’t worked out for me.”
Well now you know they still have that fear in their mind, so when you
drop the price of what it will take to buy your services do you think that
fear is still going to be there? You bet it is!
So I might say, “Hold on when you say they didn’t work for you, what
programs did you go through?”
Let them answer...
OBJECTIONS ARE ONLY CONCERNS
YOU: Oh and what parts ofFirstthose
feel
for you?
of all … wedo
haveyou
to realize
that andidn’t
objection work
is only a concern
your prospect has.
It’s not a rejection of YOU.
Now is not the time to REACT .. but most sales people just REACT to an objection.
Unfortunately,
at thatand
point many
salespeople
just fly
off the
cuff instead of working to
PROSPECT: Well they didn’t
do this
they
didn’t
do
that…
uncover what the objection actually means.
Please realize that this is not the time to go back into a selling mode to try to persuade
them with logical facts on why your solution is good for them. It’s time to use the same
principles and methods you have learned from N.E.P.Q.
YOU: Awww, okay and were there other people getting results in that
program?
If you have done your work correctly and gone deep into the conversation
with your prospect ... most, if not all objections, will be eliminated during the
engagement stage of the process.
PROSPECT: (Most will say) Yeah I guess there were some I saw that
If you do get an objection at this stage, just look at it as a concern. Try to understand
said they were.
the customer, and put yourself in your customer’s shoes as they determine if what
you’re offering is only a promise of a better future.
Understand that they have to make that commitment before you deliver what you
YOU: So if other people were
getting
results
do
you
feel
held
promised. Quite
possibly, their
objection is what
nothing more
than
a request
for more
information.
you back from having success like they were?
There’s also the possibility that their objection may just be a request for a few simple
changes that they would like to see included in what you have offered them. Perhaps
they want a few changes to the terms of what you are offering.
PROSPECT: Well I really didn’t like their support system they had and
Objections, or concerns, are sometimes requests for any of the following:
around that time we had our
baby and we just didn’t have a lot of time to
1. The price of the solution you’re offering.
put into it.
2. The timing of your solution.
3. The follow-up, or how they will be serviced.
Now most will start to view
in their mind that maybe it was them, maybe
4. The quality of what you’re offering ... perhaps they want you to commit more time or
more resources
like personnel
meet their needs.
they didn’t put in the time, maybe
they
didn’tto really
work hard enough
7
3
or really show up and it empowers them to feel like they won’t let that
happen again.
YOU: Okay so support is important to you then?
What did I do there?
They just said that the last thing they got involved with didn’t have great
support, so instead of me saying “Oh don’t worry, we have the best
support here, that will NEVER happen with us.”
Which is what every salesperson says, and even the person who sold her
the last program said that too, so if you sound just like them, she starts to
get skeptical and loses trust.
OBJECTIONS ARE ONLY CONCERNS
So when I say, “Okay so support is important to you then?” That
First of all … we have to realize that an objection is only a concern your prospect has.
not a rejection
of YOU.
implies what? That we haveIt’s great
support.
I just seeded that into her
Now is not the time to REACT .. but most sales people just REACT to an objection.
mind.
Unfortunately, at that point many salespeople just fly off the cuff instead of working to
uncover what the objection actually means.
And now at the end of the presentation
it’s
foris good
them
toIt’shave
this
them with logical facts on
why hard
your solution
for them.
time to use
the same
principles and methods you have learned from N.E.P.Q.
objection now because you have helped them overcome it in their mind
you the
have done
your work
correctly and as
gone an
deep into
the conversation
so it doesn’t resurface laterIfwith
in
sales
process
objection.
your prospect ... most, if not all objections, will be eliminated during the
Please realize that this is not the time to go back into a selling mode to try to persuade
engagement stage of the process.
Do you see how that works?
If you do get an objection at this stage, just look at it as a concern. Try to understand
the customer, and put yourself in your customer’s shoes as they determine if what
you’re offering is only a promise of a better future.
Understand
that they have towill
make have
that commitment
before you
deliver what you
Let’s jump back in, so NEPQ™
questions
already
established
promised. Quite possibly, their objection is nothing more than a request for more
information. never do with their prospects, you have
something that most salespeople
There’s also the possibility that their objection may just be a request for a few simple
established TRUST!
changes that they would like to see included in what you have offered them. Perhaps
they want a few changes to the terms of what you are offering.
So you will already have a good
relationship.
So be
open
ask if there
Objections,
or concerns, are sometimes
requests
for anyand
of the following:
1. The
price of the solution
you’re offering.
is anything they would like to
address
to you
at this point and bring any
2. Theare,
timing oftalk
your solution.
concerns to the table. If there
about them as two people working
together to resolve them. 3. The follow-up, or how they will be serviced.
4. The quality of what you’re offering ... perhaps they want you to commit more time or
more resources like personnel to meet their needs.
8
3
3-Step Formula to Help Prospects/Customers
Overcome Their Concerns
I’m gonna give you a 3-Step Formula to help prospects/customers
overcome their own concerns:
1. CLARIFY
2. DISCUSS
3. DIFFUSE
Let’s take a closer look at each of these steps.
OBJECTIONS ARE ONLY CONCERNS
STEP 1: CLARIFY
First of all … we have to realize that an objection is only a concern your prospect has.
It’s not a rejection of YOU.
Now is not the time to REACT .. but most sales people just REACT to an objection.
First, we have to understand
exactly
what
their
concern
is,cuffand
why
they
Unfortunately,
at that
point many
salespeople
just fly off the
instead
of working
to
uncover what the objection actually means.
have the concern - what’s behind it?
Please realize that this is not the time to go back into a selling mode to try to persuade
them with logical facts on why your solution is good for them. It’s time to use the same
principles and methods you have learned from N.E.P.Q.
Most salespeople just assume they know and they go into objection
If you have done your work correctly and gone deep into the conversation
handling mode and never ask.
Then
what
usually
happens?
Theyduring
lose
with your
prospect
... most,
if not all objections,
will be eliminated
the the
engagement stage of the process.
sale.
If you do get an objection at this stage, just look at it as a concern. Try to understand
the customer, and put yourself in your customer’s shoes as they determine if what
you’re offering is only a promise of a better future.
You’ve heard this concern before from other prospects, so you start
Understand
that they
have to make
that commitment
you deliver
what
rattling off a “rebuttal” that you
might
have
been
taught.before
I want
you
toyoustop
promised. Quite possibly, their objection is nothing more than a request for more
doing that! HOLY MOTHERinformation.
OF MARY! STOP THE MADNESS!
There’s also the possibility that their objection may just be a request for a few simple
changes that they would like to see included in what you have offered them. Perhaps
they want a few changes to the terms of what you are offering.
Now let’s find out what is behind their concern so we can help them
Objections, or concerns, are sometimes requests for any of the following:
1. The price of the solution you’re offering.
2. The timing of your solution.
3. The follow-up, or how they will be serviced.
4. The quality of what you’re offering ... perhaps they want you to commit more time or
more resources like personnel to meet their needs.
9
3
resolve it.
Here are some NEPQ™ Clarifying Questions to ask:
● When you say … (repeat back what they said) what do you mean by
that?
● When you say … (repeat back what they said) how do you mean by
that?
● I’m curious why you feel this way?
● Can I ask where you got that information from?
OBJECTIONS ARE ONLY CONCERNS
● How did you arrive at thinking
that way?
First of all … we have to realize that an objection is only a concern your prospect has.
It’s not a rejection of YOU.
● How did you arrive at that?
Now is not the time to REACT .. but most sales people just REACT to an objection.
Unfortunately, at that point many salespeople just fly off the cuff instead of working to
uncover what the objection actually means.
● Can you tell me more about that?
Please realize that this is not the time to go back into a selling mode to try to persuade
them with logical facts on why your solution is good for them. It’s time to use the same
principles and methods you have learned from N.E.P.Q.
● Why do you feel that way?
If you have done your work correctly and gone deep into the conversation
with your prospect ... most, if not all objections, will be eliminated during the
engagement stage of the process.
● Can you tell me what you mean by that exactly?
If you do get an objection at this stage, just look at it as a concern. Try to understand
the customer, and put yourself in your customer’s shoes as they determine if what
you’re offering is only a promise of a better future.
When you say (repeat the concern)…What’s behind that?
Understand that they have to make that commitment before you deliver what you
promised. Quite possibly, their objection is nothing more than a request for more
information.
Like if they say “I just have some concerns about what’s in the contract?
There’s also the possibility that their objection may just be a request for a few simple
changes that they would like to see included in what you have offered them. Perhaps
they want a few changes to the terms of what you are offering.
You say: Can I ask what’s behind that just so I understand?
Objections, or concerns, are sometimes requests for any of the following:
1. The price of the solution you’re offering.
2. The timing of your solution.
3. The follow-up, or how they will be serviced.
4. The quality of what you’re offering ... perhaps they want you to commit more time or
more resources like personnel to meet their needs.
10
3
Objection #2: This is just too expensive!
PROSPECT: This is just too expensive for our company.
NEW MODEL SALESPERSON: How do you mean by it’s too
expensive?
PROSPECT: Well, another company I am looking at is 10%
cheaper for the same product.
Do you see how that works? The salesperson now knows what the
prospect means when they say it’s too expensive.
In other situations, it could mean something completely different.
OBJECTIONS ARE ONLY CONCERNS
It could mean: “We just don’t
have the budget for this right now.”
First of all … we have to realize that an objection is only a concern your prospect has.
It’s not a rejection of YOU.
Now is not the time to REACT .. but most sales people just REACT to an objection.
OR … “Your quote would be
too high
we
add
and
Unfortunately,
at thatfor
point us
manyonce
salespeople
just fly
off thein
cuffrepairs
instead of working
to
uncover what the objection actually means.
maintenance costs.”
Please realize that this is not the time to go back into a selling mode to try to persuade
them with logical facts on why your solution is good for them. It’s time to use the same
principles and methods you have learned from N.E.P.Q.
(If you sell farm equipment, train companies that sell that.)
If you have done your work correctly and gone deep into the conversation
with your prospect ... most, if not all objections, will be eliminated during the
engagement stage of the process.
OR … “Once we hire someone to implement the software, it takes us over
you do get an objection at this stage, just look at it as a concern. Try to understand
what we have allocated forIfthis.”
the customer, and put yourself in your customer’s shoes as they determine if what
you’re offering is only a promise of a better future.
Understand
that they
have to make that
commitment
you deliver what you
It could mean many different
things
depending
on
your before
industry.
promised. Quite possibly, their objection is nothing more than a request for more
information.
There’s also the possibility that their objection may just be a request for a few simple
Can you see how each of these
answers
a different
reason
the
changes that
they would likereveal
to see included
in what you have
offered them.for
Perhaps
they want a few changes to the terms of what you are offering.
objection of “this is too expensive”?
Objections, or concerns, are sometimes requests for any of the following:
Here is another example: 1. The price of the solution you’re offering.
2. The timing of your solution.
3. The follow-up, or how they will be serviced.
PROSPECT: This proposal
is just too expensive for the company.
4. The quality of what you’re offering ... perhaps they want you to commit more time or
more resources like personnel to meet their needs.
NEW MODEL SALESPERSON: Why do you say it’s too
expensive? or “How do you mean?”
11
3
PROSPECT: Well, the most we could pay for this service is about
$7k a month maximum, and you’re quoting me around $11k a
month.
NEW MODEL SALESPERSON: Can I ask you how you arrived at
that monthly figure of $7k a month?
PROSPECT: That is what our CEO has allocated us to be able to
spend on this type of service because of cutbacks in our department
from the merger.
Now the salesperson can see the picture more clearly than before.
The meaning of “it’s too expensive” is that the CEO has only allocated
OBJECTIONS ARE ONLY CONCERNS
$7k monthly due to cutbacks
because the company has recently gone
through a merger.
First of all … we have to realize that an objection is only a concern your prospect has.
It’s not a rejection of YOU.
the time to REACT .. but most sales people just REACT to an objection.
With this extra knowledge, Now
theis not
salesperson
may be able to negotiate a
Unfortunately, at that point many salespeople just fly off the cuff instead of working to
uncover what the objection actually means.
different agreement on price,
perhaps by changing service options from
Please realize that this is not the time to go back into a selling mode to try to persuade
the original offer or by giving
them
a facts
different
service
matches
them
with logical
on why yourtype
solution isof
good
for them. It’s that
time to use
the same
principles and methods you have learned from N.E.P.Q.
their budget.
If you have done your work correctly and gone deep into the conversation
with your prospect ... most, if not all objections, will be eliminated during the
engagement stage of the process.
OR, when you get really good and you’re a client of ours and you go
through our NEPQ™ training
youat this
ask
questions
like this;
If youcourses
do get an objection
stage,
just look at it as a concern.
Try to understand
the customer, and put yourself in your customer’s shoes as they determine if what
you’re offering is only a promise of a better future.
Understand
that they have
to make
that commitment
before you deliver
what
you
“Do you feel like the budget
you’ve
been
given
is sufficient
to
solve
promised. Quite possibly, their objection is nothing more than a request for more
information.
this problem?”
There’s also the possibility that their objection may just be a request for a few simple
changes that they would like to see included in what you have offered them. Perhaps
they want a few changes to the terms of what you are offering.
OR…
Objections, or concerns, are sometimes requests for any of the following:
The pricecost
of the solution
you’re offering.
“So help me understand, 1.with
being
the most important thing
2. The
timing of
your solution.
to your CEO can I ask how
that
compares
to your company actually
The follow-up, or how they will be serviced.
getting results and being 3.able
to solve this problem though?”
4. The quality of what you’re offering ... perhaps they want you to commit more time or
more resources like personnel to meet their needs.
12
3
Now what does that question do?
Now that gets them to think that maybe they need to go get funds from
somewhere else, a different department to be able to invest with you to
solve their problems. They will go get the funds to do it if they don’t have it.
Do you see the difference?
Our first B2B client was Google Adwords. We trained three of their
divisions about 250 people in total.
So someone referred me to them, they had heard of my sales success,
they probably said, “Yeah we will meet with this stupid kid, we’re
Google we dont need any sales training, we already do billions.”
OBJECTIONS ARE ONLY CONCERNS
They bring me in there Tempe AZ offices, this whole glass building for
First of all … we have to realize that an objection is only a concern your prospect has.
not a rejection
of YOU. am I doing here?”
miles, very intimidating, likeIt’s“OMG
what
Now is not the time to REACT .. but most sales people just REACT to an objection.
Unfortunately, at that point many salespeople just fly off the cuff instead of working to
uncover what the objection actually means.
Within 15 minutes they were into it, they started to realize from my
Please realize that this is not the time to go back into a selling mode to try to persuade
questions that they were just
product
training.
was
themreally
with logicaldoing
facts on why
your solution is
good for them.Which
It’s time to use
the same
principles and methods you have learned from N.E.P.Q.
costing them millions a month in lost sales.
If you have done your work correctly and gone deep into the conversation
with your prospect ... most, if not all objections, will be eliminated during the
engagement stage of the process.
They were just educating the prospects about the products and services,
winging and then hoping and
they
would
If youpraying
do get an objection
at this
stage, justbuy.
look at it as a concern. Try to understand
the customer, and put yourself in your customer’s shoes as they determine if what
you’re offering is only a promise of a better future.
Understand
have to
make
that commitment
before you
deliver what youour
But then they said this… “We
arethatintheybut
we
have
already
allocated
promised. Quite possibly, their objection is nothing more than a request for more
information.
training budget and it’s been
used this year.”
There’s also the possibility that their objection may just be a request for a few simple
changes that they would like to see included in what you have offered them. Perhaps
they want a few changes to the terms of what you are offering.
So we have to wait ‘till the new budget comes out next year. A lot of
companies are set up that way
if you
sellareB2B,
especially
100Objections,
or concerns,
sometimes
requests for anyFortune
of the following:
1. The price of the solution you’re offering.
500 companies.
2. The timing of your solution.
3. The follow-up, or how they will be serviced.
They said that in early September.
They wanted to start January 20th.
quality of what you’re offering ... perhaps they want you to commit more time or
That was 5 months away! 4. The
more resources like personnel to meet their needs.
Now, do we really believe that 5 months later a sale is going to happen,
13
3
probably not right. So I knew I had to help them overcome this concern
for them.
And I started to help them find out by my questioning ability they were
also losing about 40% of their salespeople every 90 days in those 4
divisions, which was costing them $3-4 million of dollars a month in
rehiring, onboarding, product training etc. And after ten minutes of me
probing deeper, they were sweating with the pain of them realizing
that their jobs were at stake if this kept happening.
And I simply asked them, “Well you tell me which is more risky? You
guys getting the funds from another department, the $68K, your problems
get solved, and you double to triple your numbers in these divisions? Or is
it more risky for you to do nothing at all over the next 5 months, you lose
OBJECTIONS ARE ONLY CONCERNS
another $4 million x 5 months
is $20 million by losing more salespeople
and the situation gets even worse?”
First of all … we have to realize that an objection is only a concern your prospect has.
It’s not a rejection of YOU.
Which is more risky?
Now is not the time to REACT .. but most sales people just REACT to an objection.
Unfortunately, at that point many salespeople just fly off the cuff instead of working to
uncover what the objection actually means.
The VP of those divisions said
“That’s
picked
upforthe
phone
them with
logical factsright!”
on why your
solution is good
them. It’s
time to useand
the same
principles and methods you have learned from N.E.P.Q.
called a different department and were asking for our wire details. They
youclassroom
have done your worktraining!
correctly and gone deep into the conversation
paid me $68k for 12 hrs of Ifwith
in
your prospect ... most, if not all objections, will be eliminated during the
Please realize that this is not the time to go back into a selling mode to try to persuade
engagement stage of the process.
This was before we even had
virtual
platforms
for Try
clients
that
If you our
do get an
objection training
at this stage, just
look at it as a concern.
to understand
the customer, and put yourself in your customer’s shoes as they determine if what
we have now.
you’re offering is only a promise of a better future.
Understand that they have to make that commitment before you deliver what you
promised. Quite possibly, their objection is nothing more than a request for more
information.
The point here is because of the questions I asked them and how I asked
the possibility that their objection may just be a request for a few simple
them they started to realizeThere’s
thatalsothey
were losing millions of dollars a
changes that they would like to see included in what you have offered them. Perhaps
want a few changes to the terms of what you are offering.
month in revenue because they
their
sales process wasn’t working and they
had about 40% of salespeople
quitor concerns,
everyare90
days.requests for any of the following:
Objections,
sometimes
1. The price of the solution you’re offering.
timing far
of yourless
solution.risky for them to go get the
They were able to see that 2.itThewas
3. The follow-up, or how they will be serviced.
funds from a different department
to solve the problem now, than to wait
4. The quality of what you’re offering ... perhaps they want you to commit more time or
5 months, lose millions more
dollars
inpersonnel
lost sales,
and
more
resources like
to meet their
needs.attrition with their
sales teams and nothing would change.
14
3
Now if I didn’t know how to resolve their concern, I wouldn’t have been
able to solve their problems, and that was up to me to do, just like if
you’re not able to help your prospects resolve their concerns.
Whose fault is that?
It’s yours. You’re holding back your prospects from solving their problems
and getting what they want, because for somehow, selfishly, you’re still
not willing to learn the right skills to be able to help them find the problems
they didn’t know they had, so they can buy from you and solve those, and
you get paid a lot of money for that.
Somehow you just are selfishly not learning those skills so you can
help your prospects get the results they want!
OBJECTIONS ARE ONLY CONCERNS
Now I’m not willing to do that, are you willing to do that?
First of all … we have to realize that an objection is only a concern your prospect has.
It’s not a rejection of YOU.
the time to REACT .. but most sales people just REACT to an objection.
Do you want to change ALLNow
ofis not
that
right now?
Unfortunately, at that point many salespeople just fly off the cuff instead of working to
uncover what the objection actually means.
Now we got them a 244% increase
in on
sales
those
3them.
divisions
insame
the
them with logical facts
why yourin
solution
is good for
It’s time to use the
principles and methods you have learned from N.E.P.Q.
first 90 days!!!
Please realize that this is not the time to go back into a selling mode to try to persuade
If you have done your work correctly and gone deep into the conversation
with your prospect ... most, if not all objections, will be eliminated during the
engagement stage of the process.
It made them close to an extra $60 million more in sales that year in those
3 divisions.
If you do get an objection at this stage, just look at it as a concern. Try to understand
the customer, and put yourself in your customer’s shoes as they determine if what
you’re offering is only a promise of a better future.
that they have to make that commitment before you deliver what you
Was it worth the $68k they Understand
invested?
promised. Quite possibly, their objection is nothing more than a request for more
information.
also the possibility that their objection may just be a request for a few simple
Asking skilled questions There’s
about
their concern helps you get better
changes that they would like to see included in what you have offered them. Perhaps
want a few changes to the terms of what you are offering.
information that clarifies they
their
concerns and assists you in finding a
solution.
Objections, or concerns, are sometimes requests for any of the following:
1. The price of the solution you’re offering.
2. The timing of your
solution. and overcome their own
You are also helping your prospects
think
follow-up, or how they will be serviced.
concerns. You’re requesting3. The
clarification
about their objection so that you
quality of what you’re offering ... perhaps they want you to commit more time or
can fully understand it. 4. The
more resources like personnel to meet their needs.
15
3
STEP 2: DISCUSS
Now, once you know what their real concern is and why they feel
that way you will then discuss it like a friend talking to another friend,
conversationally.
Most salespeople at this point go into presentation mode where
they try to prove with facts and figures that they are right and the
prospect is wrong.
This is a sin in sales! GOOD LORD! Do you know how many sales you
lose every week because you are doing that?
Never do that if you want toOBJECTIONS
make the sale
a top performer in
ARE and
ONLYbe
CONCERNS
sales!
First of all … we have to realize that an objection is only a concern your prospect has.
It’s not a rejection of YOU.
Talk conversationally. Remember, at this point in the conversation you
Now is not the time to REACT .. but most sales people just REACT to an objection.
Unfortunately,
at that pointthe
many salespeople
just one.
fly off the cuff instead of working to
have built trust, you are the
authority,
trusted
uncover what the objection actually means.
Please realize that this is not the time to go back into a selling mode to try to persuade
them with logical facts on why your solution is good for them. It’s time to use the same
principles and methods you have learned from N.E.P.Q.
Because of that they are open with you. You are working and discussing
the concern as two people on the same team trying to solve their
If you have done your work correctly and gone deep into the conversation
problems.
with your prospect ... most, if not all objections, will be eliminated during the
engagement stage of the process.
If you do get an objection at this stage, just look at it as a concern. Try to understand
the customer, and put yourself in your customer’s shoes as they determine if what
you’re offering is only a promise of a better future.
Understand that they have to make that commitment before you deliver what you
promised. Quite possibly, their objection is nothing more than a request for more
information.
There’s also the possibility that their objection may just be a request for a few simple
changes that they would like to see included in what you have offered them. Perhaps
they want a few changes to the terms of what you are offering.
Objections, or concerns, are sometimes requests for any of the following:
1. The price of the solution you’re offering.
2. The timing of your solution.
3. The follow-up, or how they will be serviced.
4. The quality of what you’re offering ... perhaps they want you to commit more time or
more resources like personnel to meet their needs.
16
3
STEP 3: DIFFUSE
You’re going to ask them how they see themselves resolving their
concerns. Let me repeat myself….
After you have discussed the concern, you can then start diffusing their
concerns and helping them overcome their concerns in their mind. You
can ask NEPQ™ starter phrases like these: (I’m just going to give you a
little nibble here compared to what our clients learn in our virtual training.)
● Suppose it wasn’t what you thought it was?
● Suppose you could … ?
● What if we could … ?
OBJECTIONS ARE ONLY CONCERNS
First of all … we have to realize that an objection is only a concern your prospect has.
It’s not a rejection of YOU.
● What if you could … ?
Now is not the time to REACT .. but most sales people just REACT to an objection.
Unfortunately, at that point many salespeople just fly off the cuff instead of working to
uncover what the objection actually means.
Stop saying, “If I could show
you…would you buy today?”
Please realize that this is not the time to go back into a selling mode to try to persuade
them with logical facts on why your solution is good for them. It’s time to use the same
principles and methods you have learned from N.E.P.Q.
Or, “What’s it going to take for us to get you in the car today, or get you to
If you have done your work correctly and gone deep into the conversation
buy this product today?”
with your prospect ... most, if not all objections, will be eliminated during the
engagement stage of the process.
If you do
get an
objection so
at thismany
stage, just look
at it as a
concern.
Try to understand
HOLY HELL BATMAN!!! You
are
losing
sales
by
doing
this!!!
the customer, and put yourself in your customer’s shoes as they determine if what
you’re offering is only a promise of a better future.
It just triggers resistance where
they feel you are just trying to sell them
Understand that they have to make that commitment before you deliver what you
something!!!
promised. Quite possibly, their objection is nothing more than a request for more
information.
There’s also the possibility that their objection may just be a request for a few simple
changes
that they would
to see included
in what you have offered
Perhaps
You would just change the
wording
oflikethat
to something
likethem.
this:
they want a few changes to the terms of what you are offering.
Objections, or concerns, are sometimes requests for any of the following:
“If there was a way you could
____________ … would that help you?”
1. The price of the solution you’re offering.
2. The timing of your solution.
3. The follow-up, or how they will be serviced.
4. The quality of what you’re offering ... perhaps they want you to commit more time or
more resources like personnel to meet their needs.
17
3
Examples of How to Diffuse Concerns:
Let’s go over specifically how to overcome certain objections. I know all of
you get on here!
Let’s talk about the price concern.
Objection #3: We don’t have the money for this.
Who wants to learn how to do this?
Here is an example of how this might look.
OBJECTIONS ARE ONLY CONCERNS
This is deliberately generic so that you can easily plug in your own
industry and tailor to the product
service
you
sell. is only a concern your prospect has.
First of all …or
we have
to realize that
an objection
It’s not a rejection of YOU.
Now is not the time to REACT .. but most sales people just REACT to an objection.
at that point many
fly off the
cuff instead
working to
PROSPECT: We likeUnfortunately,
your product,
butsalespeople
at thisjusttime
we
just ofcan’t
uncover what the objection actually means.
afford it.
Please realize that this is not the time to go back into a selling mode to try to persuade
them with logical facts on why your solution is good for them. It’s time to use the same
principles and methods you have learned from N.E.P.Q.
NEW MODEL SALESPERSON: That’s not a problem...Tell me, if
If you have done your work correctly and gone deep into the conversation
you did have the money/funding,
this
be something
that
with your prospectwould
... most, if not
all objections,
will be eliminated
duringwould
the
engagement stage of the process.
work for you?
If you do get an objection at this stage, just look at it as a concern. Try to understand
the customer, and put yourself in your customer’s shoes as they determine if what
you’re offering is only a promise of a better future.
***If you have asked the right questions in the conversation they will
that they have to make that commitment before you deliver what you
always say YES.*** Understand
promised. Quite possibly, their objection is nothing more than a request for more
information.
There’s also the possibility that their objection may just be a request for a few simple
changes that there?
they would like to see included in what you have offered them. Perhaps
Did you notice how I paused
they want a few changes to the terms of what you are offering.
Objections, or concerns, are sometimes requests for any of the following:
PROSPECT: Yeah, for
sure.
1. The price of the solution you’re offering.
NEW MODEL SALESPERSON: Why do you feel it would
3. The follow-up, or how they will be serviced.
though?
4. The quality of what you’re offering ... perhaps they want you to commit more time or
2. The timing of your solution.
more resources like personnel to meet their needs.
Do you see the skepticism here?
18
3
PROSPECT: Well, we like ... but we just don’t have the money for it.
NEW MODEL SALESPERSON: I can appreciate that money
might be an issue for you. How do you think you can resolve that
where you can find the money so that you can… Here you just plug
in what they said they wanted.
You are tying in them getting the funding/money with having what
they said they wanted.
If they don’t get the funding/money then they can’t have what they
said they want.
Many times when you ask them this question, because of the trust they
ARE ONLY CONCERNS
have in you, they will be theOBJECTIONS
ones to come
up with ways on how they can
get the funds together.
First of all … we have to realize that an objection is only a concern your prospect has.
It’s not a rejection of YOU.
is not the time to REACT .. but most sales people just REACT to an objection.
When you do this correctly,Now
they’ll
think about using a credit card, getting
Unfortunately, at that point many salespeople just fly off the cuff instead of working to
uncover what the objection actually means.
a loan, refinancing their house,
borrowing from their 401K, investments,
Please realize that this is not the time to go back into a selling mode to try to persuade
or getting their boss to takethem
money
a different
department
touseinvest
with logicalfrom
facts on why
your solution is good
for them. It’s time to
the same
principles and methods you have learned from N.E.P.Q.
in your solution depending on what you sell.
If you have done your work correctly and gone deep into the conversation
with your prospect ... most, if not all objections, will be eliminated during the
engagement stage of the process.
Now, if they cannot come up with ways on how they can get the money,
you can ask them this question:
“What
other
avenues
you have
to find
If you do get
an objection
at this stage,
just look at it do
as a concern.
Try to understand
the customer, and put yourself in your customer’s shoes as they determine if what
the funding so that you canyou’re
...”offering is only a promise of a better future.
Understand that they have to make that commitment before you deliver what you
promised. Quite possibly, their objection is nothing more than a request for more
information.
Once again, you are just filling in the second thing they said they wanted.
There’s also the possibility that their objection may just be a request for a few simple
Here are some examples. We
train hundreds of different industries. I wish
changes that they would like to see included in what you have offered them. Perhaps
they want a few changes to the terms of what you are offering.
I could show all of the examples
to you but here are just a few.
Objections, or concerns, are sometimes requests for any of the following:
The price of the solution you’re offering.
If you sell Home Security1.Systems:
2. The timing of your solution.
3. The follow-up, or how they will be serviced.
“What other avenues do
you have to find the funding to protect your
The quality of what you’re offering ... perhaps they want you to commit more time or
home and family from4.intruders
breaking
in?”
more resources like
personnel to meet
their needs.
19
3
If you sell Health Coaching or Supplements:
“What other avenues do you have to find the funding to be able to
lose this 90 pounds so like you mentioned you can be able watch
your grandkids grow up? (If that’s what they said they wanted.)
If you sell rental or commercial properties:
“What other avenues do you have to find the funding to purchase
this rental property so you can get a greater return on your money?”
For Real Estate:
“What other avenues do you have to find the funding to use
ONLY CONCERNS
as a down payment soOBJECTIONS
you can getARE
your
family into this safer
neighborhood?”
First of all … we have to realize that an objection is only a concern your prospect has.
It’s not a rejection of YOU.
Now is not the time to REACT .. but most sales people just REACT to an objection.
For Lead Services or Marketing
to companies:
Unfortunately, at that point many salespeople just fly off the cuff instead of working to
uncover what the objection actually means.
“What other avenues do
have
towhyfind
the isfunding
start
them you
with logical
facts on
your solution
good for them.to
It’s time
to usegetting
the same
principles and methods you have learned from N.E.P.Q.
a higher quality of leads so your salespeople can make more sales
If you have done your work correctly and gone deep into the conversation
for you?”
with your prospect ... most, if not all objections, will be eliminated during the
Please realize that this is not the time to go back into a selling mode to try to persuade
engagement stage of the process.
And for Life Insurance:
If you do get an objection at this stage, just look at it as a concern. Try to understand
the customer, and put yourself in your customer’s shoes as they determine if what
you’re offering is only a promise of a better future.
Understand
they have
make that
commitment
deliver
what you
“What other avenues do
youthat
have
totofind
the
fundsbefore
so you
that
your
promised. Quite possibly, their objection is nothing more than a request for more
information.
family can be financially
protected when you do pass away?”
There’s also the possibility that their objection may just be a request for a few simple
changes that they would like to see included in what you have offered them. Perhaps
they want a few changes to the terms of what you are offering.
For Cyber Security to business/banks:
Objections, or concerns, are sometimes requests for any of the following:
1. Theyou
price ofhave
the solution
offering.
“What other avenues do
toyou’re
find
the funds so you’re
2. The timing of your
solution.
able to protect your customers
from
the fraud and identity theft?
3. The follow-up, or how they will be serviced.
4. The quality of what you’re offering ... perhaps they want you to commit more time or
more resources like personnel to meet their needs.
Now I’m going to give you an industry specific example so you can
see how the structure works for what you sell. Just plug in your
product or service here.
20
3
In this example, the salesperson is selling e-Commerce training.
“Tell me … if you did have the funds, is this something that would
work for you?” (They will always say yes.)
“Why though?”
(Take note of the tonality I use with this question. It’s like you’re a
Hollywood actor - George Clooney.)
Or if they say, “I do BUT I just don’t have the money…”
You say, “Money aside why do you feel it would work for you
OBJECTIONS ARE ONLY CONCERNS
though?”
First of all … we have to realize that an objection is only a concern your prospect has.
It’s not a rejection
of YOU.
“Okay, so I can appreciate
that money
might be an issue for you.
is not the time to REACT .. but most sales people just REACT to an objection.
How do you think you Now
can
resolve that? Where you can find funding
Unfortunately, at that point many salespeople just fly off the cuff instead of working to
uncover what the objection actually means.
so you can start making
profits in your stores?”
Please realize that this is not the time to go back into a selling mode to try to persuade
them with logical facts on why your solution is good for them. It’s time to use the same
principles and methods you have learned from N.E.P.Q.
(Let them come up with ways.)
If you have done your work correctly and gone deep into the conversation
with your prospect ... most, if not all objections, will be eliminated during the
engagement stage of the process.
If they cannot figure it out:
If you do get an objection at this stage, just look at it as a concern. Try to understand
the customer, and put yourself in your customer’s shoes as they determine if what
you’re offering is only a promise of a better future.
“What other avenues do you have to find funding to start a business
Understand
that they have to make that commitment before you deliver what you
so you can make more
money?”
promised. Quite possibly, their objection is nothing more than a request for more
information.
There’s also the possibility that their objection may just be a request for a few simple
If they still can’t come up with
ways:
changes that they would like to see included in what you have offered them. Perhaps
they want a few changes to the terms of what you are offering.
“Have you ever considered
a credit
and
just paying
Objections,putting
or concerns,it
areon
sometimes
requestscard
for any of
the following:
1. The priceprofits
of the solution
you’re offering.
it off when we start making
after
we set everything up with
2. The timing of your solution.
you?”
3. The follow-up, or how they will be serviced.
OR…
4. The quality of what you’re offering ... perhaps they want you to commit more time or
more resources like personnel to meet their needs.
“Can I make a suggestion?”
21
3
“What I can do is show you the avenues that our other clients use
to get the funding if they don’t have it themselves, you will have to
see if you have those options if you’re wanting to (repeat back what
they said they wanted) start your own business where you can make
more money.”
After you go through the ways they find the funds, you simply ask…
What of those avenues do you have?
Here is the complete generic version. Once again, plug in what you sell to
this structure:
OBJECTIONS ARE ONLY CONCERNS
“Tell me, if you did have
the funding/budget/money, is this something
that would work for you?
First of all … we have to realize that an objection is only a concern your prospect has.
It’s not a rejection of YOU.
Now is not the time to REACT .. but most sales people just REACT to an objection.
“Why do you feel it would
though?”
Unfortunately, at that point many salespeople just fly off the cuff instead of working to
uncover what the objection actually means.
“I can appreciate that money
might
ansolution
issue
from
what
you
told
them with logical
facts on be
why your
is good
for them.
It’s time to
use the
same
principles and methods you have learned from N.E.P.Q.
me. Tell me, how do you think you can resolve that so you can … ?”
you
have done your work correctly and gone deep into the conversation
(Repeat back what theyIfwith
want.)
your prospect ... most, if not all objections, will be eliminated during the
Please realize that this is not the time to go back into a selling mode to try to persuade
engagement stage of the process.
“What other avenues do
have
toat find
the
budget/funding/money
If you you
do get an
objection
this stage,
just look
at it as a concern. Try to understand
the customer, and put yourself in your customer’s shoes as they determine if what
so you can … ?” (Repeat
backis only
what
they
said
they wanted.)
you’re offering
a promise
of a better
future.
Understand that they have to make that commitment before you deliver what you
promised. Quite possibly, their objection is nothing more than a request for more
information.
“Can I make a suggestion?”
There’s also the possibility that their objection may just be a request for a few simple
changes that they would like to see included in what you have offered them. Perhaps
they want a few changes to the terms of what you are offering.
And you will simply suggest what other clients of yours do to find the
funds to solve the problem.
Objections, or concerns, are sometimes requests for any of the following:
1. The price of the solution you’re offering.
2. The timing of your solution.
3. The follow-up, or how they will be serviced.
4. The quality of what you’re offering ... perhaps they want you to commit more time or
more resources like personnel to meet their needs.
22
3
Objection #4: I need to think it over.
How do you disarm the prospect where they won’t push back, where they
will open up to you and tell you what their real concern is.
What do most reps say when they get this concern at the end? Most
reps say something like this or they have different versions of this.
PROSPECT: We really like this but we need to think it over.
SALESPERSON: I’m confused you said, (and then repeat back what
they said they wanted, and then say) what do you want to think about, or
what do you need to think over?
OBJECTIONS ARE ONLY CONCERNS
Now all that is a logical based trap to get the prospect to admit that they
said they wanted to changeFirsttheir
situation, but do people buy on logic or
of all … we have to realize that an objection is only a concern your prospect has.
It’s not a rejection of YOU.
emotion?
Now is not the time to REACT .. but most sales people just REACT to an objection.
Unfortunately, at that point many salespeople just fly off the cuff instead of working to
uncover what the objection actually means.
Emotion, of course, so you will win over a few but you are losing a ton
Please realize that this is not the time to go back into a selling mode to try to persuade
withknew
logical facts
on whyto
youruse
solutionhuman
is good for them.
It’s time to use to
the same
that you could be making ifthem
you
how
behavior
your
principles and methods you have learned from N.E.P.Q.
advantage and really theirs as well.
If you have done your work correctly and gone deep into the conversation
with your prospect ... most, if not all objections, will be eliminated during the
engagement stage of the process.
Realize when your prospect says “I want to think it over” most of
do get an
objection
at this stage,
look at itquestions
as a concern. Try to
the time this is because youIf youhave
not
asked
thejustright
atunderstand
the
the customer, and put yourself in your customer’s shoes as they determine if what
you’re offering is only
promise of
a better see
future. clearly what their
right time in that sales conversation
toahelp
them
Understand
that they
have to makeand
that commitment
deliver what
you
problems are, the root cause
of the
problem,
how itbefore
willyouaffect
them
if
promised. Quite possibly, their objection is nothing more than a request for more
information.
they don’t do anything.
There’s also the possibility that their objection may just be a request for a few simple
changes that they would like to see included in what you have offered them. Perhaps
they want a few changes to the terms of what you are offering.
Remember when a prospect says I want to think it over, that is NOT the
Objections,
concerns,
are sometimes
requests
for any of theabout
following: it
objection. Do you really think
theyorgo
back
and start
thinking
1. The price of the solution you’re offering.
several hours a day?
2. The timing of your solution.
3. The follow-up, or how they will be serviced.
NO, they have a real concern
but they are just not wanting to tell you what
4. The quality of what you’re offering ... perhaps they want you to commit more time or
more
like it
personnel
to meet
that is, so they just say I want
toresources
think
over.
It’stheir
a needs.
knee jerk response.
23
3
Remember though that you can’t tell them that. You have to ask the
right questions that allow them to tell themselves that, and when they
tell themselves why they need to change their situation, they persuade
themselves, and it creates massive urgency for them to want to purchase
now, not weeks or months down the road.
Now on the flip side, when they feel that the problem is not that bad
because you couldn’t help them see that, because your questioning
was off it causes them to feel that the problem they have might not
be that bad after all, or maybe they feel you cannot get them the
results they want.
There has to be a gap in their mind of where they are now or the current
situation, the current state compared to where they want to be, we call
that the objective state. OBJECTIONS ARE ONLY CONCERNS
First of all … we have to realize that an objection is only a concern your prospect has.
It’s not from
a rejectiongetting
of YOU.
And what’s holding them back
what they want? All these
Now is not the time to REACT .. but most sales people just REACT to an objection.
problems that your questions
have helped them find.
Unfortunately, at that point many salespeople just fly off the cuff instead of working to
uncover what the objection actually means.
The larger the gap, the more
there
is solution
for them
buy
now,
not
themurgency
with logical facts
on why your
is good forto
them.
It’s time
to use the
same
principles and methods you have learned from N.E.P.Q.
later.
Please realize that this is not the time to go back into a selling mode to try to persuade
If you have done your work correctly and gone deep into the conversation
with your prospect ... most, if not all objections, will be eliminated during the
engagement stage of the process.
That gap can only be created in their mind by the questions you ask
them.
If you do get an objection at this stage, just look at it as a concern. Try to understand
the customer, and put yourself in your customer’s shoes as they determine if what
you’re offering is only a promise of a better future.
that theythis
have toconcern.
make that commitment
deliver what you
Here is an example of how Understand
to resolve
Thisbefore
is ayougeneric
promised. Quite possibly, their objection is nothing more than a request for more
information.
example not industry specific.
There’s also the possibility that their objection may just be a request for a few simple
changes that they would like to see included in what you have offered them. Perhaps
they want a few changes to the terms of what you are offering.
PROSPECT: This soundsObjections,
good,orbut
let are
me
thinkrequests
it over.
concerns,
sometimes
for any of the following:
1. The price of the solution you’re offering.
The timing
of your solution. What’s your timeframe on
SALESPERSON: That’s 2.not
a problem.
3. The follow-up, or how they will be serviced.
getting back to me in the next
day or two just to see if I would be available
4. The quality of what you’re offering ... perhaps they want you to commit more time or
for you?
more resources like personnel to meet their needs.
24
3
Now why on earth would I not try to overcome that objection right here?
Why would I try to set up a 2nd call?
Because it takes the sales pressure right out of the conversation, it
disarms the prospect and causes them to let their guard down.
It also positions you as busy with other clients, you don’t need the sale.
You’re detached. It disarms them and that’s where they become more
open…
PROSPECT: I guess I could call you in a few days.
***You need a scheduled time. No waffling.***
OBJECTIONS ARE ONLY CONCERNS
SALESPERSON: Well possibly,
I’m not sure I’d be available
randomly like that. What I can do if you have your calendar handy, I can
First of all … we have to realize that an objection is only a concern your prospect has.
not a rejection
of YOU.
pull up mine and have you It’s
book
a specific
time with me, that way you
Now is not the time to REACT .. but most sales people just REACT to an objection.
don’t have to chase me down
and vice versa, would that be appropriate?
Unfortunately, at that point many salespeople just fly off the cuff instead of working to
uncover what the objection actually means.
(This is called a calendar commitment,
works
everytime
and
shows
them with logical facts on
why your solution
is good for them.
It’s time
to use thethat
same
principles and methods you have learned from N.E.P.Q.
you are not desperate, you are busy, you have tons of clients you are
If you have done your work correctly and gone deep into the conversation
helping solve problems.)
with your prospect ... most, if not all objections, will be eliminated during the
Please realize that this is not the time to go back into a selling mode to try to persuade
engagement stage of the process.
Now after you book the appointment,
youat ask
this.
If you do get an objection
this stage,
just look at it as a concern. Try to understand
the customer, and put yourself in your customer’s shoes as they determine if what
you’re offering is only a promise of a better future.
Understand
have to were
make that you
commitment
before youto
deliver
you
SALESPERSON: Now before
I that
go,theywhat
wanting
gowhat
over
promised. Quite possibly, their objection is nothing more than a request for more
in your mind (a better wayinformation.
of saying, “What do you want to think
There’s also the possibility that their objection may just be a request for a few simple
about?”), just so I know what
questions you might have when we talk
changes that they would like to see included in what you have offered them. Perhaps
they want a few changes to the terms of what you are offering.
tommorrow?
Objections, or concerns, are sometimes requests for any of the following:
price of the
solutionare
you’re offering.
Now this is the key at this1. The
point,
they
going to tell you what their
2. The timing of your solution.
real concern is.
3. The follow-up, or how they will be serviced.
4. The quality of what you’re offering ... perhaps they want you to commit more time or
more resources like personnel to meet their needs.
25
3
They might say, “Well I’m just concerned about, or I’m just not
understanding this part, or I’m not sure if I can get the money for this.”
Now would you rather know what their real concern is now when
you are on zoom with them, in person or on the phone, rather than
not knowing and hoping and praying they show up to the next
appointment?
And then you will be able to clarify their concern, ask a diffusing
question, and then discuss it like two people who are trying to work
out a solution together and most of the time close the sale on that
call.
OBJECTIONS ARE ONLY CONCERNS
Objection #5: Send
me some references
First of all … we have to realize that an objection is only a concern your prospect has.
It’s not
of YOU. it’s because they have a
If they they ask you this 99%
ofa rejection
the time
is not the time to REACT .. but most sales people just REACT to an objection.
concern. They don’t trust Now
that
you can get them the results they said
Unfortunately, at that point many salespeople just fly off the cuff instead of working to
what the objection actually means.
they wanted, because youuncover
don’t
know the right questions to ask
Please realize that this is not the time to go back into a selling mode to try to persuade
that creates that certaintythem
inwith
their
mind
asthethe
logical facts
on whywhere
your solutionthey
is good forview
them. It’s you
time to use
same
principles and methods you have learned from N.E.P.Q.
expert, as the trusted authority, and that’s exactly why they ask you for
If you have done your work correctly and gone deep into the conversation
references!
with your prospect ... most, if not all objections, will be eliminated during the
engagement stage of the process.
Now that being said, references
from
satisfied
customers
can Try
beto understand
a great
If you do get
an objection
at this stage,
just look at it as a concern.
the customer, and put yourself in your customer’s shoes as they determine if what
tool to help a prospect move
forward
with
your
solution.
you’re
offering is only
a promise
of a better
future.
Understand that they have to make that commitment before you deliver what you
promised. Quite possibly, their objection is nothing more than a request for more
information.
However, it can also be just a way for the prospect to get rid of you, the
There’s also the possibility that their objection may just be a request for a few simple
salesperson.
changes that they would like to see included in what you have offered them. Perhaps
they want a few changes to the terms of what you are offering.
You have to ask qualifyingObjections,
questions
toarereally
find
out
if this
potential
or concerns,
sometimes
requests
for any
of the following:
1. The price of thetheir
solution you’re
offering.
customer is serious about changing
situation,
they have a concern or
2. The timing of your solution.
they are just wasting your time.
3. The follow-up, or how they will be serviced.
quality of what you’re offering ... perhaps they want you to commit more time or
Here are some examples of4. The
questions
to askto meet
if they
ask the “send me
more
resources like personnel
their needs.
some references” question.
26
3
PROSPECT: Can you send me some references from other clients
you have?
SALESPERSON: That’s not a problem, I’m curious what would you
like to ask them when you call? (This helps you find out if they have
a concern.)
OR
SALESPERSON: Yeah that’s not a problem, just so I can send the
right people to you, what specifically would you like to discuss with
them?
PROSPECT: Well I want to find out from them …
OBJECTIONS ARE ONLY CONCERNS
SALESPERSON: That makes sense, when do you plan on calling
First of all … we have to realize that an objection is only a concern your prospect has.
not a rejection
YOU. if they are available for you?
them so I can let themIt’sknow
to ofsee
Now is not the time to REACT .. but most sales people just REACT to an objection.
Unfortunately, at that point many salespeople just fly off the cuff instead of working to
uncover what the objection actually means.
PROSPECT: Well, I would probably just call them tomorrow
Please realize that this is not the time to go back into a selling mode to try to persuade
afternoon if that works.
them with logical facts on why your solution is good for them. It’s time to use the same
principles and methods you have learned from N.E.P.Q.
If you
have done
your work
correctly and
into the works
conversation
SALESPERSON: I can
reach
out
to them
to gone
seedeep
if that
for
with your prospect ... most, if not all objections, will be eliminated during the
engagement stage of the process.
them. Now, let’s pretend
for a moment that the clients you talk
to say good things about
how
weatwere
to
same
If you do get
an objection
this stage, able
just look at
it assolve
a concern. the
Try to understand
the customer, and put yourself in your customer’s shoes as they determine if what
type of problems your
company
is having,
where do you think
you’re
offering is only a promise
of a better future.
Understand that they have to make that commitment before you deliver what you
we should go from there?
promised. Quite possibly, their objection is nothing more than a request for more
information.
There’s also the possibility that their objection may just be a request for a few simple
WARNING: If you simply agree
to send a prospect reference without a
changes that they would like to see included in what you have offered them. Perhaps
they want a few changes to the terms of what you are offering.
commitment to know what the
next step is after they talk to them, then
you will most likely never hear
from
that prospect
again.
Objections,
or concerns,
are sometimes requests
for any of the following:
1. The price of the solution you’re offering.
2. The timing of your solution.
3. The follow-up, or how they will be serviced.
4. The quality of what you’re offering ... perhaps they want you to commit more time or
more resources like personnel to meet their needs.
27
3
Objection #6: I’m so busy can you just send me
a quote?
Here is another example: If they ask this towards the beginning of
your call, before you have even found out what their problems are, no
real discovery, they just ask you “Can you just send me a quote? I
don’t have time to talk!”
PROSPECT: Can you send me a quote?
SALESPERSON: Yes, that’s not a problem. What is it that you are
hoping to see from the quote?
PROSPECT: Well I’m just trying to see if we have the budget for
OBJECTIONS ARE ONLY CONCERNS
your program/XYZ product/service.
First of all … we have to realize that an objection is only a concern your prospect has.
It’s not a rejection of YOU.
SALESPERSON: Okay,
I understand. It might make sense
Now is not the time to REACT .. but most sales people just REACT to an objection.
before I send a quoteUnfortunately,
if I understood
a littlejustbit
about
who
at that point many salespeople
fly offmore
the cuff instead
of working
to
uncover what the objection actually means.
you’re using for XYZ/situation just to see if I could even help
Please realize that this is not the time to go back into a selling mode to try to persuade
with logical facts
on why your solution
good for them.
It’s timeneed
to use the us…
same
you in the first place,them
because
maybe
youisdon’t
even
principles and methods you have learned from N.E.P.Q.
for example, what type of … (You would start off by asking a few
If you have done your work correctly and gone deep into the conversation
situation questions to find
outprospect
their... present
situation.)
with your
most, if not all objections,
will be eliminated during the
engagement stage of the process.
If you do get
an objection the
at this stage,
just look at it as a concern.
Try to
understand
Now, after you have taken them
through
engagement
stage
towards
the customer, and put yourself in your customer’s shoes as they determine if what
offering
is only
a promise
of athe
better question
future.
the end of the conversation,you’re
you
will
bring
up
they asked
that they have to make that commitment before you deliver what you
about sending them a quoteUnderstand
like this:
promised. Quite possibly, their objection is nothing more than a request for more
information.
There’s also the possibility that their objection may just be a request for a few simple
SALESPERSON: I will
getthatto
putting
together
a quote
changes
theywork
would likeon
to see
included in what
you have offered
them. Perhaps
they want a few changes to the terms of what you are offering.
for you if you’d like. Now let’s assume for a minute we get you
Objections,
are sometimes
for any
the following:
the quote and we were
ableor concerns,
to meet
your requests
needs
toofsolve
the
1. The price of the solution you’re offering.
problem that you mentioned
to me. What do you see as the next
2. The timing of your solution.
step?
3. The follow-up, or how they will be serviced.
4. The quality of what you’re offering ... perhaps they want you to commit more time or
more resources
like personnel
to meet answers
their needs.
WARNING: If the prospect cannot
give
you any
about his or her
needs then this is probably a prospect that is either fishing for information,
and or doesn’t have any funding/budget/money for your solution and is
28
3
just a waste of your valuable selling time.
How many of you have lost sales with this objection, because you don’t
know how to overcome it, you email them a quote or proposal and
NEVER hear back from them? You follow up with them and they just
GHOST you?!?
That is a triggered objection by what you are saying in the beginning of
the call that is causing sales resistance and they just throw that objection
at you!
Now once you learn NEPQ™ in our virtual training courses you can
reduce that concern by 70% probably and if it does happen we teach you
exactly what to say and ask that helps them resolve that in their mind!
OBJECTIONS ARE ONLY CONCERNS
Objection #7: Can you send me some
information?
First of all … we have to realize that an objection is only a concern your prospect has.
It’s not a rejection of YOU.
Now is not the time to REACT .. but most sales people just REACT to an objection.
Unfortunately, at that point many salespeople just fly off the cuff instead of working to
uncover what the objection actually means.
If they ask this towards thethem
beginning
ofon a
- “Can
send
me
some
with logical facts
whycall
your solution
is goodyou
for them.
It’s time to
use the
same
principles and methods you have learned from N.E.P.Q.
information?”
Please realize that this is not the time to go back into a selling mode to try to persuade
If you have done your work correctly and gone deep into the conversation
with your prospect ... most, if not all objections, will be eliminated during the
engagement stage of the process.
Oh, okay great! Yes, I’m gonna email you some information. You get
excited. Yay, I’m gonna make
commission
onatthis!
If you do$3k
get an objection
at this stage, just look
it as a concern. Try to understand
the customer, and put yourself in your customer’s shoes as they determine if what
you’re offering is only a promise of a better future.
that they have to
make that
commitment
you deliver
what from
you
Then you email them, youUnderstand
get excited,
but
you
don’tbefore
hear
back
promised. Quite possibly, their objection is nothing more than a request for more
information.again and they NEVER get back to
them, you call and email them
There’s also the possibility that their objection may just be a request for a few simple
you…
changes that they would like to see included in what you have offered them. Perhaps
they want a few changes to the terms of what you are offering.
PROSPECT: Can you
sendorsome
toformy
email?
Objections,
concerns, information
are sometimes requests
any of
the following:
1. The price of the solution you’re offering.
2. The timing
of your
solution.
SALESPERSON: That’s
not
a problem,
just so I can put together
3. The follow-up, or how they will be serviced.
the best information for
you, what exactly are you looking for?
4. The quality of what you’re offering ... perhaps they want you to commit more time or
more resources like personnel to meet their needs.
PROSPECT: Well I’m looking to see how your XYZ product could…
29
3
SALESPERSON: Okay and who/what do you use now for your …
?
(Now, you simply start going through the engagement stage with
your first situation question. It’s a very natural way to go from just
sending some information to helping the prospect uncover their
problems and to start to engage with you.)
Now, after you have taken them through the engagement stage towards
the end of the conversation you will bring up the question they asked
about sending them more information like this:
SALESPERSON: Okay, good first call that helps us better
understand what’s going on, what I can do if you’d like is send you
OBJECTIONS ARE ONLY CONCERNS
more information about
how we could solve those challenges you
had mentioned. Now, let’s suppose you and the firm go through
First of all … we have to realize that an objection is only a concern your prospect has.
It’s not
a rejection
YOU.
the information and it
fits
intoofwhat
you are looking for. What
Now is not the time to REACT .. but most sales people just REACT to an objection.
would you want the next
step to be?
Unfortunately, at that point many salespeople just fly off the cuff instead of working to
uncover what the objection actually means.
WARNING: Never, never, them
never
send
out
information
with logical
facts on
why your
solution is good for for
them.a
It’s prospect
time to use the same
principles and methods you have learned from N.E.P.Q.
without first finding out if this is a serious person wanting to change their
you
have
done your work
correctly andselling
gone deep into
the conversation
situation. Otherwise, you areIfwith
just
wasting
valuable
time.
your prospect ... most, if not all objections, will be eliminated during the
Please realize that this is not the time to go back into a selling mode to try to persuade
engagement stage of the process.
Objection #8: I’m just so busy, can you just call
me back?
If you do get an objection at this stage, just look at it as a concern. Try to understand
the customer, and put yourself in your customer’s shoes as they determine if what
you’re offering is only a promise of a better future.
Understand that they have to make that commitment before you deliver what you
promised. Quite possibly, their objection is nothing more than a request for more
information.
Oh yes, when can I call you back? 9 PM on Saturday night? Okay I’ll
There’s also the possibility that their objection may just be a request for a few simple
changes that they would like to see included in what you have offered them. Perhaps
call you then.
they want a few changes to the terms of what you are offering.
Objections, or concerns, are sometimes requests for any of the following:
You call and they don’t answer.
You leave a voicemail and text and
1. The price of the solution you’re offering.
they NEVER respond!
2. The timing of your solution.
3. The follow-up, or how they will be serviced.
Oh no, I thought they were
so interested!
4. The quality of what you’re offering ... perhaps they want you to commit more time or
more resources like personnel to meet their needs.
PROSPECT: Can you call me back? I’m too busy right now.
30
3
SALESPERSON: That’s not a problem. What I can do if it helps
you is give you my number and you’ll have to call me back later
today to see if I would be available. Would that help?
My number is 573-578-9872. What’s your timeframe on getting
back to me today just to see if I would even be available for
you?
Asking them what their time frame just to see if I would be available
for you is a very powerful question that helps position you as a trusted
authority in the market.
It makes it appear that you are busy with other clients, that you are not
OBJECTIONS ARE ONLY CONCERNS
needy. You don’t need them.
In fact, you’re doing them a favor by calling
back as they have problems and your solution will solve those for them.
First of all … we have to realize that an objection is only a concern your prospect has.
It’s not a rejection of YOU.
Now is not the time to REACT .. but most sales people just REACT to an objection.
They will start to view you more
as an expert whose time is valuable,
Unfortunately, at that point many salespeople just fly off the cuff instead of working to
uncover what the objection actually means.
rather than just another salesperson
trying to sell them something.
Please realize that this is not the time to go back into a selling mode to try to persuade
them with logical facts on why your solution is good for them. It’s time to use the same
principles and methods you have learned from N.E.P.Q.
PROSPECT: I can get back to you sometime later in the week
If you have done your work correctly and gone deep into the conversation
probably.
with your prospect ... most, if not all objections, will be eliminated during the
engagement stage of the process.
SALESPERSON: Well
possibly,
might
toTryrandomly
If you do
get an objection it
at this
stage, just be
look atharder
it as a concern.
to understand
the customer, and put yourself in your customer’s shoes as they determine if what
get a hold of me, with
my
schedule,
what
I can do though if you
you’re
offering
is only a promise of
a better future.
Understand
they have
to make
thatmine
commitment
deliver book
what you a
have your calendar handy,
I that
could
pull
out
sobefore
youyoucan
promised. Quite possibly, their objection is nothing more than a request for more
specific time with me,information.
that way you don’t have to chase me down
There’s also the possibility that their objection may just be a request for a few simple
and vice versa … would
that be appropriate?
changes that they would like to see included in what you have offered them. Perhaps
they want a few changes to the terms of what you are offering.
This also positions you as aObjections,
trusted
authority
whose
time
valuable,
or concerns,
are sometimes
requests
for anyis
of the
following:
1. The price of the solution
offering.
rather than just another salesperson
whoyou’re
they
can shrug off at any time.
2. The timing of your solution.
follow-up, or how they will be serviced.
Now, if they don’t call back 3.atThethe
scheduled time, you wait two minutes,
4. The quality of what you’re offering ... perhaps they want you to commit more time or
so it doesn’t look like you were
waiting
by the
phone,
and you call them.
more resources
like personnel
to meet
their needs.
31
3
“Hey John! It’s just Jeremy getting back to you. I’m just a little bit behind
schedule….”
See how that works?
Objection #9: Can you send me a proposal?
Never give a prospect a proposal without understanding what their
problems are, and if they have the budget/funding/money to solve
the problem.
You should live by this! There are no exceptions to this rule. Even if you
OBJECTIONS ARE ONLY CONCERNS
have a prospect that says “Can
you just send me over a proposal with
your pricing in it?”
First of all … we have to realize that an objection is only a concern your prospect has.
It’s not a rejection of YOU.
is not the time to REACT .. but most sales people just REACT to an objection.
You must never fall prey to Now
this
with a prospect. If a potential customer
Unfortunately, at that point many salespeople just fly off the cuff instead of working to
uncover what the objection actually means.
asked for a proposal upfront
before you have discovered what their
Please realize that this is not the time to go back into a selling mode to try to persuade
situation is, you simply will them
saywiththis:
logical facts on why your solution is good for them. It’s time to use the same
principles and methods you have learned from N.E.P.Q.
If you have done
work correctly
and you,
gone deep
into to
the conversation
“I’d be open to putting together
ayour
proposal
for
but
be frank,
with your prospect ... most, if not all objections, will be eliminated during the
engagement stage of the process.
I’m not quite sure I could
even help you yet. Would it make sense to
ask a few questions about
your
situation
sojustwe
can
something
If you do get
an objection
at this stage,
look at
it as a put
concern.
Try to understand
the customer, and put yourself in your customer’s shoes as they determine if what
together for you that might
be isuseful?
that help you?”
you’re offering
only a promiseWould
of a better future.
Understand that they have to make that commitment before you deliver what you
promised. Quite possibly, their objection is nothing more than a request for more
information.
There’s also the possibility that their objection may just be a request for a few simple
changes that they would like to see included in what you have offered them. Perhaps
they want a few changes to the terms of what you are offering.
Objections, or concerns, are sometimes requests for any of the following:
1. The price of the solution you’re offering.
2. The timing of your solution.
3. The follow-up, or how they will be serviced.
4. The quality of what you’re offering ... perhaps they want you to commit more time or
more resources like personnel to meet their needs.
32
3
OBJECTIONS ARE ONLY CONCERNS
First of all … we have to realize that an objection is only a concern your prospect has.
It’s not a rejection of YOU.
Now is not the time to REACT .. but most sales people just REACT to an objection.
Unfortunately, at that point many salespeople just fly off the cuff instead of working to
uncover what the objection actually means.
Please realize that this is not the time to go back into a selling mode to try to persuade
them with logical facts on why your solution is good for them. It’s time to use the same
principles and methods you have learned from N.E.P.Q.
If you have done your work correctly and gone deep into the conversation
with your prospect ... most, if not all objections, will be eliminated during the
engagement stage of the process.
If you do get an objection at this stage, just look at it as a concern. Try to understand
the customer, and put yourself in your customer’s shoes as they determine if what
you’re offering is only a promise of a better future.
Understand that they have to make that commitment before you deliver what you
promised. Quite possibly, their objection is nothing more than a request for more
information.
There’s also the possibility that their objection may just be a request for a few simple
changes that they would like to see included in what you have offered them. Perhaps
they want a few changes to the terms of what you are offering.
Objections, or concerns, are sometimes requests for any of the following:
1. The price of the solution you’re offering.
2. The timing of your solution.
3. The follow-up, or how they will be serviced.
4. The quality of what you’re offering ... perhaps they want you to commit more time or
more resources like personnel to meet their needs.
33
3
Objection #10: I need to talk to my spouse or
partner.
Realize when a prospect says “I need to talk to my spouse” it’s for
one of two reasons.
The first reason is you haven’t pulled out enough emotion from your
questions to help them see the problems clearly in their mind that
they have and for them to feel urgency to solve those to get where they
are wanting to go.
So because of that they are trying to get rid of you. They don’t feel
what you are saying will get them the results they want.
OBJECTIONS ARE ONLY CONCERNS
This is all on us as the salesperson because of our lack of questioning
skills. That can be fixed once
you start implementing NEPQ™ and really
First of all … we have to realize that an objection is only a concern your prospect has.
not a rejection of YOU.
start to clarify and probe offIt’stheir
answers.
Now is not the time to REACT .. but most sales people just REACT to an objection.
Unfortunately, at that point many salespeople just fly off the cuff instead of working to
uncover what the objection actually means.
So the “I need to talk to my spouse” is not really a concern, they have a
Please realize that this is not the time to go back into a selling mode to try to persuade
them you
with logical
facts onto
whyfind
your solution
good for them.
It’s time
to use
the same
real concern behind that, and
need
outiswhat
their
real
concern
principles and methods you have learned from N.E.P.Q.
actually is.
If you have done your work correctly and gone deep into the conversation
with your prospect ... most, if not all objections, will be eliminated during the
engagement stage of the process.
do get
an objection
at this stage, just
look at
it as a concern.
to understand
The second reason is thatIf you
it’s
just
logistical.
The
spouse
isTryinterested
the customer, and put yourself in your customer’s shoes as they determine if what
offering
is only amake
promise of major
a better future.
but they just discuss thingsyou’re
when
they
purchases.
Understand that they have to make that commitment before you deliver what you
promised. Quite possibly, their objection is nothing more than a request for more
information.
Based on how the call went from their tonality, body language, and the
There’s also the possibility that their objection may just be a request for a few simple
answers to your questions will
tell
which
ofincluded
these
they
fall
into.
changes
that you
they would
like to see
in what
you have
offered
them. Perhaps
they want a few changes to the terms of what you are offering.
concerns,
are sometimes
requests for anyreaction
of the following:can
Now, no matter which oneObjections,
they orfall
into,
your original
1. The price of the solution you’re offering.
be very similar. You simply
first want to acknowledge what they said
timing of your solution.
and then set up a time the2. The
next
day ideally or a day after to talk again
3. The follow-up, or how they will be serviced.
to either them or ideally both of them. This helps disarm them where if
4. The quality of what you’re offering ... perhaps they want you to commit more time or
personnela
to meet
needs.
they are in the first category more
andresources
theylikehave
realtheirconcern
so they are just
saying this objection you can help them overcome it on the actual call or
34
3
meeting.
Here is how it might look. I will show you how it will look in a few
various industries and then give you a generic example so you can
plug in your industry.
Once again this works for any product, service, or industry, it
doesn’t matter what you sell.
I will give you the generic version here and then give you some different
examples of how it would look in various industries.
PROSPECT: This sounds good. I just need to talk to my spouse as we
make these type of decisions together as a family.
OBJECTIONS ARE ONLY CONCERNS
SALESPERSON: That’s not a problem. How does your wife/husband
First of all … we have to realize that an objection is only a concern your prospect has.
It’s not a rejection of
YOU.
feel about you ________________?
(Repeat
back what they said they
Now is not the time to REACT .. but most sales people just REACT to an objection.
wanted.)
Unfortunately, at that point many salespeople just fly off the cuff instead of working to
uncover what the objection actually means.
PROSPECT: I think they would
likefacts
me
to your
dosolution
this,is good
butforIthem.
need
toto use
ask
them
them with logical
on why
It’s time
the same
principles and methods you have learned from N.E.P.Q.
first.
Please realize that this is not the time to go back into a selling mode to try to persuade
If you have done your work correctly and gone deep into the conversation
with your prospect ... most, if not all objections, will be eliminated during the
engagement stage of the process.
SALESPERSON: Well what will you do if you go to them and they don’t
want you to _______________?
benefit
of what
you are
If you do get(Repeat
an objection atback
this stage,the
just look
at it as a concern.
Try to understand
the customer, and put yourself in your customer’s shoes as they determine if what
offering, and what they saidyou’re
they
wanted.)
offering
is only a promise of a better future.
Understand that they have to make that commitment before you deliver what you
promised. Quite possibly, their objection is nothing more than a request for more
information.
PROSPECT: I understand I just am not sure what they will say about
There’s also the possibility that their objection may just be a request for a few simple
this.
changes that they would like to see included in what you have offered them. Perhaps
they want a few changes to the terms of what you are offering.
SALESPERSON: How will
you ___________?
what they
Objections,
or concerns, are sometimes (Repeat
requests for anyback
of the following:
1. The price
the solution
said they wanted) if they don’t
let ofyou
getyou’re
theoffering.
funds so you can XYZ
The timing
of your solution.
(repeat back the end result2.they
wanted)
then?
3. The follow-up, or how they will be serviced.
The quality of what you’re offering ... perhaps they want you to commit more time or
PROSPECT: Gosh I really4. do
need liketopersonnel
do something
more resources
to meet their needs.about this.
35
3
SALESPERSON: Why now though, why not do this later when the
situation has gotten even worse?
Now if you still cannot get them to overcome this, you simply say…
SALESPERSON: I understand. What’s your timeframe on getting back
with me today or tomorrow just to see if I would be available for you?
(When you say, “just to see if I would be available for you”, it positions you
as the expert who is busy, not just a salesperson who is at their beck and
call because they are desperate for a sale)
PROSPECT: I could call you in the next few days.
OBJECTIONS ARE ONLY CONCERNS
SALESPERSON: Well, I’m
not sure if I would be randomly available
like that with my schedule. What I can do if it helps you is if you have your
First of all … we have to realize that an objection is only a concern your prospect has.
It’s not
a rejection
YOU. can book a specific time with
calendar handy I can pull up
mine
soofyou
is not the time to REACT .. but most sales people just REACT to an objection.
me in the next day or so, soNow
you
don’t have to chase me down and vice
Unfortunately, at that point many salespeople just fly off the cuff instead of working to
uncover what the objection actually means.
versa, would that be appropriate?
Please realize that this is not the time to go back into a selling mode to try to persuade
them with logical facts on why your solution is good for them. It’s time to use the same
principles and methods you have learned from N.E.P.Q.
(Notice I say “...so you don’t have to chase me down and vice versa”, this
you have
done your
work correctly
and gone
deep into the
conversation
positions you once again as Ifwith
the
expert
who
is busy,
helping
other
clients
your prospect ... most, if not all objections, will be eliminated during the
engagement stage of the process.
solve their problems, so it’s attractive
to your prospects.)
If you do get an objection at this stage, just look at it as a concern. Try to understand
the customer, and put yourself in your customer’s shoes as they determine if what
you’re offering is only a promise of a better future.
Never never say you can be available late at night or on the weekends
that they
have look
to make desperate
that commitment before
youwhen
deliver what
you
when they ask you for that,Understand
it makes
you
and
you
promised. Quite possibly, their objection is nothing more than a request for more
look desperate you are not information.
viewed by prospects as the authority or
There’s also the possibility that their objection may just be a request for a few simple
trusted expert, you are viewed
as just another salesperson trying to sell
changes that they would like to see included in what you have offered them. Perhaps
they want a few changes to the terms of what you are offering.
them something. You become
commoditized.
Objections, or concerns, are sometimes requests for any of the following:
1. The price
of the solution you’re
Here are a few industry specific
examples
of offering.
how this might look, once
2. The timingany
of your product
solution.
again this works for any industry,
or service that’s sold.
3. The follow-up, or how they will be serviced.
4. The quality of what you’re offering ... perhaps they want you to commit more time or
Most of the time you can help
resolve
this
on this call
more them
resources like
personnel to meet
theirconcern
needs.
36
3
and not even have to reschedule after they talk to their spouse and
or business partner, it just depends on your industry and what you
sell, especially your price points.
If it’s a B2C type of sale where it’s $1000, that would be completely
different than if it was a B2B sale selling something that is $1 million
dollars that needs to go through to the Board and Legal before
getting approved.
Amazon Coaching:
PROSPECT: I need to talk to my spouse.
SALESPERSON: That’s not a problem, how does your spouse feel
ARE ONLY CONCERNS
about you starting your ownOBJECTIONS
business so
that you can make more money
for the family?
First of all … we have to realize that an objection is only a concern your prospect has.
It’s not a rejection of YOU.
is not the time to REACT .. but most sales people just REACT to an objection.
(Notice I am repeating backNow
what
they said they wanted which is making
Unfortunately, at that point many salespeople just fly off the cuff instead of working to
uncover what the objection actually means.
more money.)
Please realize that this is not the time to go back into a selling mode to try to persuade
them with logical facts on why your solution is good for them. It’s time to use the same
principles and methods you have learned from N.E.P.Q.
PROSPECT: I think they would like that.
If you have done your work correctly and gone deep into the conversation
with your prospect ... most, if not all objections, will be eliminated during the
engagement stage of the process.
SALESPERSON: What are you going to do though if you go to them
and they don’t want you to Ifget
tostage,
putjustinto
business
so you
you dothe
get anfunding
objection at this
look at the
it as a concern.
Try to understand
the customer, and put yourself in your customer’s shoes as they determine if what
can make more money though?
you’re offering is only a promise of a better future.
Understand that they have to make that commitment before you deliver what you
promised. Quite possibly, their objection is nothing more than a request for more
information.
PROSPECT: Well, I guess I would just have to figure out what to do, not
There’s also the possibility that their objection may just be a request for a few simple
sure.
changes that they would like to see included in what you have offered them. Perhaps
they want a few changes to the terms of what you are offering.
SALESPERSON: Well if you
don’t
get the
funding
together
would
Objections,
or concerns,
are sometimes
requests
for any of thehow
following:
1. The price
of the solutionso
you’re
offering.
you be able to even start your
business
that
you can get out of your
The timing
of your solution.
job to have more time with 2.your
kids?
3. The follow-up, or how they will be serviced.
4. The quality of what you’re offering ... perhaps they want you to commit more time or
(You are asking a consequence
question
here
totheirhelp
more resources
like personnel
to meet
needs.them realize if they
don’t do anything about this, they will just stay in the status quo, nothing
will ever change for them. We also repeat back the second benefit they
37
3
said they wanted, which was more time with the kids.)
PROSPECT: Yes I’m going to have to do something, I just need to talk to
them first.
SALESPERSON: What’s your timeframe on getting back to me in the
next day or two just to see if I would be available for you?
PROSPECT: I could call tomorrow or the next day probably.
SALESPERSON: Well what I can do if you have your calendar handy I
can pull up mine so you can book a specific time with me in the next day
or so, so you don’t have to chase me down and vice versa, would that be
appropriate?
OBJECTIONS ARE ONLY CONCERNS
Never ever let them just randomly call you back. If you do you will rarely
First of all … we have to realize that an objection is only a concern your prospect has.
not a rejection
hear back, life gets busy, soIt’s you
set aof YOU.
specific time. No matter what, you
Now is not the time to REACT .. but most sales people just REACT to an objection.
live by this rule.
Unfortunately, at that point many salespeople just fly off the cuff instead of working to
uncover what the objection actually means.
You are on the next day and
start
offfacts
theon why
call:
your
spouse
feel
them
with logical
your How
solution is does
good for them.
It’s time
to use the same
principles and methods you have learned from N.E.P.Q.
about you starting your own business so you can make more money?
Please realize that this is not the time to go back into a selling mode to try to persuade
If you have done your work correctly and gone deep into the conversation
with your prospect ... most, if not all objections, will be eliminated during the
engagement stage of the process.
Life Insurance:
If you do get an objection at this stage, just look at it as a concern. Try to understand
the customer, and put yourself in your customer’s shoes as they determine if what
you’re offering is only a promise of a better future.
Understand
they have to make that commitment before you deliver what you
PROSPECT: I need to talk
to mythatspouse.
promised. Quite possibly, their objection is nothing more than a request for more
information.
There’s also the possibility that their objection may just be a request for a few simple
SALESPERSON: That’s not
a problem. How does your spouse feel
changes that they would like to see included in what you have offered them. Perhaps
they want a few changes to the terms of what you are offering.
about having stronger financial
protection to pay for the house and other
expenses when something Objections,
happens
to you?
(Notice
how
am
repeating
or concerns,
are sometimes
requests
for anyI of
the following:
1. The price of the solution you’re offering.
back what they said they wanted.)
2. The timing of your solution.
(Let them answer.)
3. The follow-up, or how they will be serviced.
4. The quality of what you’re offering ... perhaps they want you to commit more time or
more resources like personnel to meet their needs.
38
3
SALESPERSON: Well what will you do if you go to them and they don’t
want you to put the extra funds into the policy and you don’t have that
protection for them and then something happens to you?
PROSPECT: Gosh I will have to just figure it out.
SALESPERSON: I understand. What will she have to do though if you
did pass away, God forbid, 15 years early and then she gets stuck with
having to pay the mortgage and all the other bills but she doesn’t have
the money to even do that?
PROSPECT: I don’t know. I just hope that doesn’t happen.
SALESPERSON: Are you willing to settle for that and take that risk?
OBJECTIONS ARE ONLY CONCERNS
PROSPECT: No, I really need to do something about this now.
First of all … we have to realize that an objection is only a concern your prospect has.
It’s not a rejection of YOU.
Now is not the time to REACT .. but most sales people just REACT to an objection.
SALESPERSON: Why now
though? (If you feel like they still need to
Unfortunately, at that point many salespeople just fly off the cuff instead of working to
uncover what the objection actually means.
talk to the spouse or they keep
saying they need to, then just follow the
Please realize that this is not the time to go back into a selling mode to try to persuade
same format and set up thethem
next
appointment.)
with logical
facts on why your solution is good for them. It’s time to use the same
principles and methods you have learned from N.E.P.Q.
(Let them answer.)
If you have done your work correctly and gone deep into the conversation
with your prospect ... most, if not all objections, will be eliminated during the
engagement stage of the process.
Well what do you think you
doatthen?
If you should
do get an objection
this stage, just look at it as a concern. Try to understand
the customer, and put yourself in your customer’s shoes as they determine if what
you’re offering is only a promise of a better future.
Understand
that they
have to
that commitment
before you
deliver
what you
If they still come back and say
they
need
tomake
talk
to spouse,
you
then
go to
promised. Quite possibly, their objection is nothing more than a request for more
information.
plan B and set the appointment
like I showed you:
There’s also the possibility that their objection may just be a request for a few simple
changes that they would like to see included in what you have offered them. Perhaps
they want a few changes to the terms of what you are offering.
SALESPERSON: Okay, what’s your timeframe on getting back to me in
the next day or two just to see
if I orwould
available
for
you?
Objections,
concerns,be
are sometimes
requests
for any
of the following:
1. The price of the solution you’re offering.
2. The timing of your
PROSPECT: I could call tomorrow
orsolution.
the next day probably.
3. The follow-up, or how they will be serviced.
4. The quality of what you’re offering ... perhaps they want you to commit more time or
SALESPERSON: Well what
I resources
can do
if youto have
more
like personnel
meet their your
needs. calendar handy I
can pull up mine so you can book a specific time with me in the next day
or so, so you don’t have to chase me down and vice versa, would that be
39
3
appropriate?
Lead Services/Marketing:
In this example, let’s say you sell lead services to companies/small
business owners. It’s the same structure.
PROSPECT: This sounds good, but I will have to speak to my business
partner to see what they think.
SALESPERSON: Yeah that’s not a problem. Tell me, how does your
business partner feel about you guys getting a higher, more quality lead
type so you can make more sales? (Notice how I am plugging in what
they said they wanted, a higher quality lead and how I tie in the result of
ONLY CONCERNS
that better lead, which is to OBJECTIONS
make more ARE
sales.)
First of all … we have to realize that an objection is only a concern your prospect has.
It’s not
a rejection
of YOU.
Remember people don’t buy
your
product
or service they buy the results
is not the time to REACT .. but most sales people just REACT to an objection.
that your product or serviceNow
can
get them!
Unfortunately, at that point many salespeople just fly off the cuff instead of working to
uncover what the objection actually means.
PROSPECT: Well, yeah, they
would
want
better
for It’s
sure,
I mean
them with
logical facts
on why your
solution leads
is good for them.
time to use
the same
principles and methods you have learned from N.E.P.Q.
who wouldn’t right?
Please realize that this is not the time to go back into a selling mode to try to persuade
If you have done your work correctly and gone deep into the conversation
with your prospect ... most, if not all objections, will be eliminated during the
engagement stage of the process.
SALESPERSON: Well, what are you going to do if you go to them and
they don’t want to put in theIf you
extra
funding
getjustthis
higher
quality
lead
do get an
objection at to
this stage,
look at
it as a concern.
Try to understand
the customer, and put yourself in your customer’s shoes as they determine if what
and your sales keep going you’re
down
over
next
3-6future.
months? (Say this
offering
is only the
a promise
of a better
thatIthey
have
to make that
before you deliver
what you
with a skeptical tone. If youUnderstand
notice,
am
asking
acommitment
consequence
question
promised. Quite possibly, their objection is nothing more than a request for more
here to get the prospect to information.
realize what would happen if they don’t do
There’s also the possibility that their objection may just be a request for a few simple
anything.)
changes that they would like to see included in what you have offered them. Perhaps
they want a few changes to the terms of what you are offering.
PROSPECT: Yes we haveObjections,
to do orsomething
for sure
otherwise
we could
concerns, are sometimes
requests
for any of the following:
1. The price of the solution you’re offering.
go under.
2. The timing of your solution.
follow-up, or how they will be serviced.
SALESPERSON: Would 3.itThehelp
you if we set up a call with your
quality of what you’re offering ... perhaps they want you to commit more time or
business partner and you to4. The
discuss
how
weto might
be able to help you
more
resources like
personnel
meet their needs.
solve this problem? (Especially if they have a business partner or other
decision makers in a B2B environment you would want the other decision
40
3
maker or makers on the next call.)
PROSPECT: Yeah that might help actually.
SALESPERSON: Well what I can do if you have your calendar handy I
can pull up mine so you can book a specific time with me in the next day
or so, so you don’t have to chase me down and vice versa, would that be
appropriate?
And that process is how you help your prospect overcome the “I need to
talk to my spouse/partner” concern.
Objection #11: I need
to check my finances.
OBJECTIONS ARE ONLY CONCERNS
With this concern we first need
to understand what they mean by saying
First of all … we have to realize that an objection is only a concern your prospect has.
It’s not a rejection of YOU.
“I need to check my finances.”
Now is not the time to REACT .. but most sales people just REACT to an objection.
Unfortunately, at that point many salespeople just fly off the cuff instead of working to
uncover what the objection actually means.
Does it mean they are saying they don’t know if they have the funds and
Please realize that this is not the time to go back into a selling mode to try to persuade
them with
logical facts
on whythe
your solution
is goodor
for them.
It’s time toobjection”,
use the same
you need to overcome the “we
don’t
have
money
budget
principles and methods you have learned from N.E.P.Q.
or does it mean they are looking to see where they are going to get the
If you have done your work correctly and gone deep into the conversation
funds, and is simply logistical?
with your prospect ... most, if not all objections, will be eliminated during the
engagement stage of the process.
do get
objection
at this stage, just look
at it as a concern.
Try to understand
So the first thing we have toIf youdo
is anask
a clarifying
question
around
this to
the customer, and put yourself in your customer’s shoes as they determine if what
you’re offering is only a promise of a better future.
see what they mean by this.
Understand that they have to make that commitment before you deliver what you
promised. Quite possibly, their objection is nothing more than a request for more
information.
PROSPECT: I need to check my finances on this.
There’s also the possibility that their objection may just be a request for a few simple
changes that they would like to see included in what you have offered them. Perhaps
they want a few changes to the terms of what you are offering.
YOU: How do you mean exactly?
Objections, or concerns, are sometimes requests for any of the following:
The price of the solution you’re offering.
PROSPECT: Well I’m not1.sure
if I should pull the funds from our 401k,
2. The timing of your solution.
or use a credit card, or I might
even be able to pay half myself and then
3. The follow-up, or how they will be serviced.
get a loan for the other half too.
4. The quality of what you’re offering ... perhaps they want you to commit more time or
more resources like personnel to meet their needs.
YOU: Oh I see so you’re figuring out where you’re getting the funds
41
3
from? Yeah we have clients that do those options. Most of our clients just
use…
And then go over which avenue you want them to use to make the sale
the soonest, and at the end of that say this - Would that help you?
OR
PROSPECT: I need to check my finances on this.
YOU: How do you mean?
PROSPECT: Well we’re not sure we have the budget for this right now.
OBJECTIONS ARE ONLY CONCERNS
Now, you know that it’s a money/funding/budget
concern and use the
How to overcome the “we don’t have the money” concern that we went
First of all … we have to realize that an objection is only a concern your prospect has.
over earlier in the portal. It’s not a rejection of YOU.
Now is not the time to REACT .. but most sales people just REACT to an objection.
Unfortunately, at that point many salespeople just fly off the cuff instead of working to
uncover what the objection actually means.
Objection #12: I’m going to try and do this
myself.
Please realize that this is not the time to go back into a selling mode to try to persuade
them with logical facts on why your solution is good for them. It’s time to use the same
principles and methods you have learned from N.E.P.Q.
If you have done your work correctly and gone deep into the conversation
with your prospect ... most, if not all objections, will be eliminated during the
engagement stage of the process.
The issue here is what did we say and or not ask in the discovery part of
you do get an the
objection
at this stage, just
at it as ain
concern.
Try to
understand
the sales conversation that Ifthe
caused
prospect
tolookthink
their
mind
that
customer, and put yourself in your customer’s shoes as they determine if what
you’re offering is only a promise of a better future.
they would be better off trying
to figure everything your solution does on
Understand that they have to make that commitment before you deliver what you
their own?
promised. Quite possibly, their objection is nothing more than a request for more
information.
There’s also the possibility that their objection may just be a request for a few simple
changes
that they wouldhave
like to seea
included
you to
havedo
offered
them. Perhaps
Because, as we all know, they
wouldn’t
cluein what
how
everything
they want a few changes to the terms of what you are offering.
your solution provides, otherwise they would have already been doing it.
Objections, or concerns, are sometimes requests for any of the following:
So if they go at it alone, what
are the consequences?
1. The price of the solution you’re offering.
2. The timing of your solution.
Lost money, lost time, frustration, more stress. They stay in the status quo
3. The follow-up, or how they will be serviced.
and nothing ever changes for
them.
4. The quality of what you’re offering ... perhaps they want you to commit more time or
more resources like personnel to meet their needs.
42
3
So what we need to do on our end is go over three to four things that are
very technical or time consuming that they would agree in their minds
they would have no idea how to do or have the time to do it.
Once they say that to themselves they realize they would never be able to
solve their problems and get where they want to be without your solution.
Let me give you an example…
PROSPECT: This is really good, but I think I’m just going to try and do
this on my own and see how it works.
YOU: Well, I guess you could….Do you feel that you know how to XYZ,
and ABC, and be able to know how to do DYZ so that you can… (repeat
OBJECTIONS ARE ONLY CONCERNS
back what they said they wanted)
First of all … we have to realize that an objection is only a concern your prospect has.
not a rejection of
YOU.
Let me give you an industryIt’s specific
example
so you can see how this
is not the time to REACT .. but most sales people just REACT to an objection.
would look. Just tie in whatNow
you
sell to this same framework.
Unfortunately, at that point many salespeople just fly off the cuff instead of working to
uncover what the objection actually means.
In this example, let’s say you
consulting
and
training
forIt’speople
who
themsell
with logical
facts on why your
solution
is good for them.
time to use the
same
principles and methods you have learned from N.E.P.Q.
want to start their own e-Commerce business. Your company teaches
have done your work correctly
and gone
deepmake
into the conversation
them how to start and scale Ifwith
inyouyour
e-Commerce
so they
can
more
prospect ... most, if not all objections, will be eliminated during the
engagement stage of the process.
money and have more time with
their families by having their own
business
If you do get an objection at this stage, just look at it as a concern. Try to understand
Please realize that this is not the time to go back into a selling mode to try to persuade
the customer, and put yourself in your customer’s shoes as they determine if what
you’re offering is only a promise of a better future.
they have
make that
commitment
beforeand
you deliver
you on
PROSPECT: This is good,Understand
but I that
think
I’mto just
going
to try
dowhat
this
promised. Quite possibly, their objection is nothing more than a request for more
information.
my own and see what happens.
There’s also the possibility that their objection may just be a request for a few simple
changes that they would like to see included in what you have offered them. Perhaps
they want a few changes to the terms of what you are offering.
YOU: Well I guess you could try…I mean do you feel like you know how
to research what the actualObjections,
top selling
products
are
that
are
working
in the
or concerns,
are sometimes
requests
for any
of the
following:
price
of the feel
solution like
you’re offering.
market now not in the past?1. The
Do
you
you know how to determine
timing of your solution.
if those products are able to2. The
SCALE?
Do you feel like you know how to
3. The follow-up, or how they will be serviced.
write the right ad copy to ensure
your ads will actually convert? Do you
4. The quality of what you’re offering ... perhaps they want you to commit more time or
feel like you know how to determine
which
more resources like
personnelaudiences
to meet their needs.in your FB ads
so you can start your lookalike audiences and then know how to scale
43
3
those? Do you feel like you know how to do all that so you don’t lose all
that money?
PROSPECT: Well not really, I guess I could try and figure it out.
YOU: So if you don’t know how to do all that, how much money do you
think you will lose every month trying to figure it all out without the right
knowledge and skills?
PROSPECT: Gosh I’m not sure..
YOU: Well, you tell me which is more risky? Is it more risky to get the
funding together put it into the training and ensure you have the right
skills and know exactly what to do day 1 so you’re profitable? Or is it
OBJECTIONS ARE ONLY CONCERNS
more risky for you to do nothing
at all, try to wing it, and hope and pray it
works out for you? Which is more risky?
First of all … we have to realize that an objection is only a concern your prospect has.
It’s not a rejection of YOU.
Now is not the time to REACT .. but most sales people just REACT to an objection.
Unfortunately, at that point many salespeople just fly off the cuff instead of working to
uncover what the objection actually means.
Please realize that this is not the time to go back into a selling mode to try to persuade
them with logical facts on why your solution is good for them. It’s time to use the same
principles and methods you have learned from N.E.P.Q.
If you have done your work correctly and gone deep into the conversation
with your prospect ... most, if not all objections, will be eliminated during the
engagement stage of the process.
If you do get an objection at this stage, just look at it as a concern. Try to understand
the customer, and put yourself in your customer’s shoes as they determine if what
you’re offering is only a promise of a better future.
Understand that they have to make that commitment before you deliver what you
promised. Quite possibly, their objection is nothing more than a request for more
information.
There’s also the possibility that their objection may just be a request for a few simple
changes that they would like to see included in what you have offered them. Perhaps
they want a few changes to the terms of what you are offering.
Objections, or concerns, are sometimes requests for any of the following:
1. The price of the solution you’re offering.
2. The timing of your solution.
3. The follow-up, or how they will be serviced.
4. The quality of what you’re offering ... perhaps they want you to commit more time or
more resources like personnel to meet their needs.
44
3
Objection #13: I don’t know if I have the time.
Here we have a scenario where you are selling a product or service
that requires time for the end user to go through it, maybe it’s a training
program, maybe it’s software that they will have to install.
Depending on your industry, this objection could mean different things.
The first thing we have to do just like any concern we get is we have to
clarify what the concern actually means and what’s behind the concern.
In this example, let’s say you sold real estate education training that
teaches people how to invest in real estate.
OBJECTIONS ARE ONLY CONCERNS
PROSPECT: I really like this but I just don’t have time to go through it.
First of all … we have to realize that an objection is only a concern your prospect has.
It’s not a rejection of YOU.
YOU: In what way? Or… how
do you mean exactly?
Now is not the time to REACT .. but most sales people just REACT to an objection.
Unfortunately, at that point many salespeople just fly off the cuff instead of working to
uncover what the objection actually means.
PROSPECT: I am just so busy with my job right now and we just had a
Please realize that this is not the time to go back into a selling mode to try to persuade
themIwith
logical
facts on why your
solution is
good for them.
It’s time tohave
use the same
new baby a few months ago,
just
wouldn’t
know
when
I would
time.
principles and methods you have learned from N.E.P.Q.
If you have done your work correctly and gone deep into the conversation
YOU: How much time do you
you ...would
to put
it toduring
start
withfeel
your prospect
most, if notneed
all objections,
will beinto
eliminated
the
engagement stage of the process.
buying and flipping homes? (repeat back what they said they wanted)
If you do get an objection at this stage, just look at it as a concern. Try to understand
the customer, and put yourself in your customer’s shoes as they determine if what
you’re offering is only a promise of a better future.
PROSPECT: Well I guess I thought I would need at least 15-20 hours a
that they have to make that commitment before you deliver what you
week or so starting out… Understand
promised. Quite possibly, their objection is nothing more than a request for more
information.
There’s also the possibility that their objection may just be a request for a few simple
YOU: Well I guess you could
dothatthat,
I would
say our
client
is
changes
they would
like to see included
in whataverage
you have offered
them. Perhaps
they want a few changes to the terms of what you are offering.
probably doing maybe an hour a day. It just depends on how many homes
Objections,
or concerns,
are sometimes
of the following:
you want to purchase and how
much
money
you requests
wantfortoanymake.
1. The price of the solution you’re offering.
timing of your solution.
Do you feel you could put in2. The
5-6
hours a week so you can learn the right
3. The follow-up, or how they will be serviced.
skills to become a full time investor and get out of your job so you can
4. The quality of what you’re offering ... perhaps they want you to commit more time or
resources
like personnel
meet their needs.
make more money? (repeat more
back
what
theytowant)
45
3
PROSPECT: Yeah, that’s not bad at all.
Sometimes by just asking a simple clarifying question, you find out that
their version of “I don’t have time for this” is much different than the time
they need to put in. Prospects don’t know what they don’t know.
Now, let’s say, in the same example when you ask if they could put in
XYZ time, they come back and say this;
PROSPECT: Yeah I am so busy with my kids at soccer and my job I
don’t think I could even do that.
YOU: So without dedicating the time to learn the right skills to make more
money in your real estate business how would you ever be able to leave
ARE ONLY CONCERNS
your job so you have more OBJECTIONS
time with your
kids? (Repeat back the end
result they said they wanted. In this example, it is so she could leave her
First of all … we have to realize that an objection is only a concern your prospect has.
not akids.)
rejection of YOU.
job to have more time with It’s
her
Now is not the time to REACT .. but most sales people just REACT to an objection.
Unfortunately, at that point many salespeople just fly off the cuff instead of working to
uncover what the objection actually means.
The “How are you going to…” question gets them to see in their mind that
Please realize that this is not the time to go back into a selling mode to try to persuade
they will never be able to have
what
they
want
unless
they
their
them with
logical facts
on why
your solution
is good for
them. change
It’s time to use the
same
principles and methods you have learned from N.E.P.Q.
situation.
If you have done your work correctly and gone deep into the conversation
with your prospect ... most, if not all objections, will be eliminated during the
engagement stage of the process.
PROSPECT: Yeah I’m not sure what I should do here.
If you do get an objection at this stage, just look at it as a concern. Try to understand
the customer, and put yourself in your customer’s shoes as they determine if what
you’re offering is only a promise of a better future.
YOU: Well you tell me which is more risky for you? Getting the funds
Understand
that they
have to make that
commitment
you deliver
you
together to get into the training
and
dedicating
the
time before
to learn
sowhatyou
promised. Quite possibly, their objection is nothing more than a request for more
information.
can have the skills to walk away
from your job in 6 months? Or is it
also the possibility that their objection may just be a request for a few simple
more risky to do nothing at There’s
all, the
problem stays the same, nothing ever
changes that they would like to see included in what you have offered them. Perhaps
they want a few changes to the terms of what you are offering.
changes and you end up missing
out on your kids lives like you said
because you are at work allObjections,
the time?
Which
is more
risky?
or concerns,
are sometimes
requests
for any of the following:
1. The price of the solution you’re offering.
2. The timing of your solution.
3. The follow-up, or how they will be serviced.
4. The quality of what you’re offering ... perhaps they want you to commit more time or
more resources like personnel to meet their needs.
46
3
Objection #14: I need to pray about it.
The first thing we have to do just like any concern we get is we have to
clarify what the concern actually means and what’s behind the concern.
PROSPECT: This is a big decision for us, and we really need to pray
about it.
YOU: Yeah, that’s not a problem (helps disarm the prospect). Now when
you say pray about it, what specific parts of what we went over would you
be praying about?
Now this is important as when they tell you what “parts” or aspects of your
solution they need to pray about that tells you what their real concern
OBJECTIONS ARE ONLY CONCERNS
actually is and then you can address the concern, help them overcome it,
and then close them.
First of all … we have to realize that an objection is only a concern your prospect has.
It’s not a rejection of YOU.
is not the time to REACT .. but most sales people just REACT to an objection.
PROSPECT: I feel we justNow
need
toat that
pray
thisjustbecause
it’s a
lot ofto
Unfortunately,
point about
many salespeople
fly off the cuff instead
of working
uncover what the objection actually means.
money and we’re just not sure we have the budget for it.
Please realize that this is not the time to go back into a selling mode to try to persuade
them with logical facts on why your solution is good for them. It’s time to use the same
principles and methods you have learned from N.E.P.Q.
See, now we know what the real concern is and we can help them resolve
you have done your work correctly and gone deep into the conversation
that. See the “we don’t haveIfwith
the
objection
training
we went
yourmoney”
prospect ... most,
if not all objections,
will be eliminated
duringover
the
engagement stage of the process.
earlier.
If you do get an objection at this stage, just look at it as a concern. Try to understand
the customer, and put yourself in your customer’s shoes as they determine if what
you’re offering is only a promise of a better future.
Then after you help them overcome the money concern you simply ask…
Understand that they have to make that commitment before you deliver what you
promised. Quite possibly, their objection is nothing more than a request for more
information.
YOU: How do you feel God would feel about you… (repeat back what
There’s also the possibility that their objection may just be a request for a few simple
they said they wanted)
changes that they would like to see included in what you have offered them. Perhaps
they want a few changes to the terms of what you are offering.
Objections,
or concerns,
sometimes requests
any of couple
the following:says
(Industry example: Let’s say
you sell
life are
insurance
andfor the
they need to pray about it.)1. The price of the solution you’re offering.
2. The timing of your solution.
3. The follow-up, or how they will be serviced.
YOU: How do you feel God
will feel about you having the financial
4. The quality of what you’re offering ... perhaps they want you to commit more time or
more resources
personnel
meet their you
needs. do pass away and
protection in place for your wife
and like
kids
fortowhen
they are completely taken care of without any stress or worries like most
people go through who DO NOT have the right insurance in place?
47
3
You won’t find anyone who says “Nope, I don’t think he would want me
to protect my spouse and children financially...” if you were selling life
insurance as an example.
Objection #15: I need to take to this to the
board and see what they have to say.
If you sell B2B and are selling to enterprise level companies this is a
pretty normal process. You might even encounter this selling to SMB as
well.
However, you need to fully OBJECTIONS
understand ARE
a company’s
decision making
ONLY CONCERNS
process and get the other board members, decision makers, and
influencers of those decision
makers
on
board
your
First of
all … we have
to realize
that anwith
objection
is only asolution.
concern your prospect has.
It’s not a rejection of YOU.
Now is not the time to REACT .. but most sales people just REACT to an objection.
Unfortunately,
that point many
just fly off the cuff
instead
of working
Because if you don’t, you have
no atcontrol
onsalespeople
the outcome
and
you
willto
uncover what the objection actually means.
lose a ton of sales without that
control.
Please realize that this is not the time to go back into a selling mode to try to persuade
them with logical facts on why your solution is good for them. It’s time to use the same
principles and methods you have learned from N.E.P.Q.
PROSPECT: This looks really good but we will need to take this to our
If you have done your work correctly and gone deep into the conversation
next board meeting and present
itprospect
to the
board
and
seewillwhat
theyduring
think.
with your
... most,
if not all
objections,
be eliminated
the
engagement stage of the process.
do get does
an objection
at this
stage, just feel
look at itabout
as a concern.
Try toguys
understand
YOU: That’s not a problem.Iftheyou
How
the
board
you
customer, and put yourself in your customer’s shoes as they determine if what
you’re offering is only a promise of a better future.
being able to solve this problem
(repeat back the specific problem) so that
Understand that they have to make that commitment before you deliver what you
you can (repeat back what promised.
they said
theytheirwanted)?
Quite possibly,
objection is nothing more than a request for more
information.
There’s also the possibility that their objection may just be a request for a few simple
changes
that theywant
would likeus
to see
in what you
PROSPECT: Oh I think they
would
toincluded
be able
tohave
dooffered
thatthem.
forPerhaps
sure,
they want a few changes to the terms of what you are offering.
but I still have to check.
Objections, or concerns, are sometimes requests for any of the following:
1. The price of the solution you’re offering.
YOU: So what happens if you
go to the board and they don’t want you
2. The timing of your solution.
to put the funding in, how would you ever be able to… (repeat back what
3. The follow-up, or how they will be serviced.
they said they wanted)? 4. The quality of what you’re offering ... perhaps they want you to commit more time or
more resources like personnel to meet their needs.
PROSPECT: Well it would be much harder for sure.
48
3
YOU: Would it help if we had you introduce us to the board and we go
over some of the issues you mentioned your company was having and
how we could possibly help you solve those like we do with our other
clients, would that help you?
PROSPECT: Yeah that might make more sense…
Objection #16: This is just too expensive for us
right now.
This objection is very similar to the “we don’t have the money/budget”
objection.
OBJECTIONS ARE ONLY CONCERNS
The difference is we need to clarify what they mean by “it’s too expensive”
compared to what.
First of all … we have to realize that an objection is only a concern your prospect has.
It’s not a rejection of YOU.
Now is not the time to REACT .. but most sales people just REACT to an objection.
that point many salespeople
just fly
off the cuff instead of working to
PROSPECT: This is Unfortunately,
just tooatexpensive
for our
company.
uncover what the objection actually means.
Please realize that this is not the time to go back into a selling mode to try to persuade
them with logical facts on why your solution is good for them. It’s time to use the same
principles and methods you have learned from N.E.P.Q.
YOU: How do you mean by it’s too expensive?
PROSPECT: Well, another
company
am
looking
is 10%
with your prospect
... most, ifInot
all objections,
will at
be eliminated
during the
engagement stage of the process.
cheaper for the same product.
If you have done your work correctly and gone deep into the conversation
If you do get an objection at this stage, just look at it as a concern. Try to understand
the customer, and put yourself in your customer’s shoes as they determine if what
you’re offering is only a promise of a better future.
Do you see how that works? The salesperson now knows what the
that they have to make that commitment before you deliver what you
prospect means when theyUnderstand
say it’s
expensive.
promised.
Quite too
possibly,
their objection is nothing more than a request for more
information.
There’s also the possibility that their objection may just be a request for a few simple
changes product,
that they would like
to see included
in what
you have offered them. Perhaps
YOU: When you say the same
what
do you
mean?
they want a few changes to the terms of what you are offering.
are sometimes requests for any of the following:
PROSPECT: Well it’s veryObjections,
similaror concerns,
to what
you guys have.
1. The price of the solution you’re offering.
YOU: Are you familiar with the major difference between our XYZ product
3. The follow-up, or how they will be serviced.
compared to the ABC product
you’re referring too?
4. The quality of what you’re offering ... perhaps they want you to commit more time or
2. The timing of your solution.
more resources like personnel to meet their needs.
PROSPECT: Not really.
49
3
YOU: Well it just depends on what you are looking for. Is the most
important thing to you cost or how does that compare to you actually
getting results and being able to solve this problem though?
PROSPECT: We want results for sure we just were wondering about the
difference.
YOU: Well you tell me, which is more risky? Is it more risky to get the
10% extra funds together to solve the problem permanently and get you
where you guys want to be? Or is it more risky to go the cheap route, the
problem might not get solved, you guys stay in the status quo and the
situation gets even worse? Which is more risky?
OBJECTIONS ARE ONLY CONCERNS
Objection #17: I already have a coach/mentor!
First of all … we have to realize that an objection is only a concern your prospect has.
not a rejection of YOU.
This objection would really It’s
only
come up if you sold some type of
Now is not the time to REACT .. but most sales people just REACT to an objection.
coaching/training offer or if Unfortunately,
you soldat that
some
type
of consulting.
point many
salespeople
just fly off the cuff instead of working to
uncover what the objection actually means.
Please realize that this is not the time to go back into a selling mode to try to persuade
them with this
logical facts
on why your solution
is good for
them. It’s time to use the same
First of all, let’s get behind what
objection
actually
means.
principles and methods you have learned from N.E.P.Q.
If you have done your work correctly and gone deep into the conversation
PROSPECT: I’m already going
through
a coaching
program
withduring
a the
with your
prospect ... most,
if not all objections,
will be eliminated
engagement stage of the process.
mentor now, so I should just finish this and then get back to you.
If you do get an objection at this stage, just look at it as a concern. Try to understand
the customer, and put yourself in your customer’s shoes as they determine if what
you’re offering is only a promise of a better future.
YOU: Well I guess you could. And how long have you been going
Understand that they have to make that commitment before you deliver what you
through that program?
promised. Quite possibly, their objection is nothing more than a request for more
information.
There’s also the possibility that their objection may just be a request for a few simple
PROSPECT: About 4 months
changesnow.
that they would like to see included in what you have offered them. Perhaps
they want a few changes to the terms of what you are offering.
or concerns,
are sometimes
requests for any of the following:
YOU: What type of results Objections,
are you
getting
from it?
1. The price of the solution you’re offering.
2. The timing of your solution.
PROSPECT: Well it’s a decent
program, I just need to finish it before
3. The follow-up, or how they will be serviced.
starting something else.
4. The quality of what you’re offering ... perhaps they want you to commit more time or
more resources like personnel to meet their needs.
YOU: You mentioned it was decent, what do you mean by that?
50
3
PROSPECT: Well it’s a good program for what I paid for it.
YOU: Well what specific results have you gotten from it?
PROSPECT: No results yet but still going through it.
YOU: So help me understand, if you have been going through it for four
plus months and still gotten no results, how are you going to…(repeat
back what they said they wanted) if you just keep doing the same things?
PROSPECT: I’m not sure I guess I haven’t thought about it
YOU: Well do you want to keep going through programs for months
OBJECTIONS ARE ONLY CONCERNS
where you don’t get any results?
Or would you rather change your
situation and start getting results now like our clients are?
First of all … we have to realize that an objection is only a concern your prospect has.
It’s not a rejection of YOU.
Now is not the time to REACT .. but most sales people just REACT to an objection.
Unfortunately, at that point many salespeople just fly off the cuff instead of working to
uncover what the objection actually means.
Objection #18: I’ll get back to you or we will get
back to you.
Please realize that this is not the time to go back into a selling mode to try to persuade
them with logical facts on why your solution is good for them. It’s time to use the same
principles and methods you have learned from N.E.P.Q.
If you have done your work correctly and gone deep into the conversation
This is a common objection you
can
get
very
early
in awillsales
conversation
with your
prospect
... most,
if not
all objections,
be eliminated
during the
engagement stage of the process.
or at the end of sales call.
If you do get an objection at this stage, just look at it as a concern. Try to understand
the customer, and put yourself in your customer’s shoes as they determine if what
you’re offering is only a promise of a better future.
First of all, we need to make sure that we do NOT come across as
that they have to make that commitment before you deliver what you
desperate and just agree toUnderstand
let them
gettheir
back
tois us,
say
like
promised.
Quite possibly,
objection
nothingor
more
than asomething
request for more
information.
“Can I call you later today?” and then you just randomly call them later.
There’s also the possibility that their objection may just be a request for a few simple
changes that they would like to see included in what you have offered them. Perhaps
they want a few changes to the terms of what you are offering.
Doing this lowers your status with a prospect as they start to view you as
Objections, or concerns, are sometimes requests for any of the following:
just another salesperson trying
to sell them something. And most of the
1. The price of the solution you’re offering.
time when you do call back they will not answer and not return your calls
2. The timing of your solution.
or have another excuse on why you need to call back later.
3. The follow-up, or how they will be serviced.
4. The quality of what you’re offering ... perhaps they want you to commit more time or
resources like personnel to meet their needs.
In this example, let’s say youmore
called
an outbound lead, and they say within
the first 30 seconds…
51
3
PROSPECT: I don’t have time to talk, can I just get back to you later?
YOU: Possibly, I would have to look at my schedule to see if I could be
available for you.
What I can do if you have your calendar handy I can pull up mine that
way you can book a specific time with me. That way you don’t have to
chase me down and vice versa, would that help you?
Then you book a specific time later that day or the next. If you book a
time a week away the likelihood the prospect will remember and show up
is very low.
OBJECTIONS ARE ONLY CONCERNS
Now, why would I just not agree
to let them randomly get back to me?
Because more than likely they won’t. It’s a fight or flight response they
First of all … we have to realize that an objection is only a concern your prospect has.
not a rejection
of YOU.
gave when you called them.It’s So
at this
point they are just trying to get rid
Now is not the time to REACT .. but most sales people just REACT to an objection.
of you.
Unfortunately, at that point many salespeople just fly off the cuff instead of working to
uncover what the objection actually means.
Realize when we come intothem
any
conversation
with sales
logical factscall
on whyor
yoursales
solution is good
for them. It’s time to no
use the same
principles and methods you have learned from N.E.P.Q.
matter what we sell, we must first establish what’s called a status frame.
you have
donemust
your workget
correctly
gone deep intoto
the conversation
Meaning when we enter thatIfwith
call,
we
theandprospect
at least
your prospect ... most, if not all objections, will be eliminated during the
stage of the process.
view us at the same level asengagement
them as
far as our status.
Please realize that this is not the time to go back into a selling mode to try to persuade
If you do get an objection at this stage, just look at it as a concern. Try to understand
the customer, and put yourself in your customer’s shoes as they determine if what
you’re offering is only a promise of a better future.
By the middle to end of that call/conversation, we must get them to view
Understand
that subject
they have to make
commitment
before you deliver what you
us as having a higher status
in that
wethatare
communicating.
promised. Quite possibly, their objection is nothing more than a request for more
information.
There’s also the possibility that their objection may just be a request for a few simple
That triggers them to view us
as the Expert or the Trusted Authority that
changes that they would like to see included in what you have offered them. Perhaps
they want a few changes to the terms of what you are offering.
can get them the results they
are looking for, rather than viewing us as
just another salesperson trying
to orsell
them
something.
Objections,
concerns,
are sometimes
requests for any of the following:
1. The price of the solution you’re offering.
The timing
your solution.
So when they say they will 2.just
getof back
to us later at the beginning of
3. The follow-up, or how they will be serviced.
a call or even if they say, “Can
you call me back later?”, the way we
4. The quality of what you’re offering ... perhaps they want you to commit more time or
more resources like personnel to meet their needs.
52
3
establish the right status frame is by simply acting detached from the
outcome.
When we say “Well possibly, I would have to look at my calendar to see if
I would even be available for you.” It starts to trigger in their mind that you
are busy, you don’t need them, you have tons of clients. Therefore, you
might have something important to them.
Especially when we say… “What I can do if you have your calendar
handy, I can pull up mine and have you book a specific time with me that
way you don’t have to chase me down and vice versa, would that help
you?”
That establishes a status frame where they start to view you much
ARE ONLY CONCERNS
differently. All of a sudden OBJECTIONS
you are suggesting
they can book a specific
time that way they don’t have to chase you down.
First of all … we have to realize that an objection is only a concern your prospect has.
It’s not a rejection of YOU.
Now is not the time to REACT .. but most sales people just REACT to an objection.
It gets them to think you must
be very successful if others are having to
Unfortunately, at that point many salespeople just fly off the cuff instead of working to
the objection actually means.
chase you down just to getuncover
on awhat
call
about what you offer. So it must be
Please realize that this is not the time to go back into a selling mode to try to persuade
something important to them.
them with logical facts on why your solution is good for them. It’s time to use the same
principles and methods you have learned from N.E.P.Q.
If you have
done your work
and gone
into the conversation
Now let’s say they give you this
objection
atcorrectly
the end
ofdeep
a sales
call. If you
with your prospect ... most, if not all objections, will be eliminated during the
of the process.
sold B2C and did a one call engagement
close it stage
would
be different than if you sold,
let’s say, B2B and were trying
togetset
up, let’s
say,
callTry for
a demo
If you do
an objection
at this stage,
just a
looksecond
at it as a concern.
to understand
the customer, and put yourself in your customer’s shoes as they determine if what
or proposal or whatever your
next
is in ofyour
process.
you’re
offeringstep
is only a promise
a better sales
future.
Understand that they have to make that commitment before you deliver what you
promised. Quite possibly, their objection is nothing more than a request for more
information.
Let’s say you sold B2C in this example:
There’s also the possibility that their objection may just be a request for a few simple
changes that they would like to see included in what you have offered them. Perhaps
they want a few changes to the terms of what you are offering.
PROSPECT: We really like this, what you offered, give us some time
and we will get back to youObjections,
with an
answer.
or concerns,
are sometimes requests for any of the following:
1. The price of the solution you’re offering.
2. The
timing of your
solution.
YOU: That’s not a problem.
What’s
your
timeframe on getting back to me
3. The follow-up, or how they will be serviced.
later today or tomorrow to see
if I would be available for you?
4. The quality of what you’re offering ... perhaps they want you to commit more time or
more resources like personnel to meet their needs.
PROSPECT: Not sure we just need some time to think it over. (Now you
are starting to get closer to what their actual objection is, but not quite
53
3
yet.)
YOU: Well what I can do is if you have your calendar handy I can pull out
mine and have you book a specific time with me, that way you don’t have
to chase me down and vice versa, would that help you?
At this point, you still do not know what their real concern is. When a
prospect says, give us some time and we will get back to you, or I need
some time to think about it, that is not an objection. The objection is
behind that response they are giving you.
If you don’t find out what the objection is, the likelihood of them getting
back to you is slim to none.
OBJECTIONS ARE ONLY CONCERNS
So you would treat this exactly
like you would a “I want to think it over”
objection, which as you already know is not really an objection at all.
First of all … we have to realize that an objection is only a concern your prospect has.
It’s not a rejection of YOU.
is not the time to REACT .. but most sales people just REACT to an objection.
So after you have booked aNow
specific
time with them for the next call, you
Unfortunately, at that point many salespeople just fly off the cuff instead of working to
simply ask this question: uncover what the objection actually means.
Please realize that this is not the time to go back into a selling mode to try to persuade
them with logical facts on why your solution is good for them. It’s time to use the same
principles and methods you have learned from N.E.P.Q.
YOU: Now before I go, what were you wanting to go over in your mind
If you have
your work
correctly
gone deep
into the conversation
(a better way of saying; “what
dodone
you
want
toand
think
about”),
just so I
with your prospect ... most, if not all objections, will be eliminated during the
engagement stage of the process.
know what questions you might
have when we talk tomorrow?
If you do get an objection at this stage, just look at it as a concern. Try to understand
the customer, and put yourself in your customer’s shoes as they determine if what
you’re offering is only a promise of a better future.
Now this is the key at this point, they are going to tell you what their real
Understand that they have to make that commitment before you deliver what you
concern is.
promised. Quite possibly, their objection is nothing more than a request for more
information.
the possibility that their objection may just be a request for a few simple
They might say, “Well I’mThere’s
justalsoconcerned
about…” or, “I’m just not
changes that they would like to see included in what you have offered them. Perhaps
they want a few changes to the terms of what you are offering.
understanding this part…”
or, “I’m not sure if I can get the money
for this…”
Objections, or concerns, are sometimes requests for any of the following:
1. The price of the solution you’re offering.
2. The timing
of your
solution. real concern is now when
Now would you rather know
what
their
3. The follow-up, or how they will be serviced.
you are on zoom with them,
in person, or on the phone rather than
The quality of what you’re offering ... perhaps they want you to commit more time or
just knowing and hoping 4.and
praying
they
show
up to the next
more resources
like personnel
to meet
their needs.
appointment.
54
3
And then you will be able to clarify their concern, ask a diffusing
question and then discuss it like two people who are trying to work
out a solution together and most of the time close the sale on that
call.
Now in this example, let’s say, you sell B2B and you are trying to set up
a second call to do a demo of your product that you sell and you get the
same “Let us get back to you.”
YOU: Good first call, that really gives us a better understanding of your
company’s situation.
Really the next step would be, if it’s appropriate, is we would schedule
a demo with your team to go over how the XYZ product would actually
ARE ONLY CONCERNS
solve the problems (repeatOBJECTIONS
back the specific
problems they brought up
from your questions) and get you guys to where you want to go. Would
First of all … we have to realize that an objection is only a concern your prospect has.
It’s not a rejection of YOU.
that help you?
Now is not the time to REACT .. but most sales people just REACT to an objection.
Unfortunately, at that point many salespeople just fly off the cuff instead of working to
uncover what the objection actually means.
PROSPECT: Well I’m not quite sure we would have the time right now,
Please realize that this is not the time to go back into a selling mode to try to persuade
why don’t we just get back them
to you
later?
with logical
facts on why your solution is good for them. It’s time to use the same
principles and methods you have learned from N.E.P.Q.
If you have
done your work
correctly
goneout
deep any
into the sales
conversation
YOU: Yeah, that’s not a problem
(simple
way
to and
take
with your prospect ... most, if not all objections, will be eliminated during the
engagement stage of the process.
pressure). What’s holding you
back from exploring this further so you
can… (repeat back what they
said
wanted)?
If you do
get anthey
objection
at this stage, just look at it as a concern. Try to understand
the customer, and put yourself in your customer’s shoes as they determine if what
you’re offering is only a promise of a better future.
that they
have to make that commitment
before
you deliver
what real
you
PROSPECT: Well we are Understand
not sure
about….(and
here is
where
the
promised. Quite possibly, their objection is nothing more than a request for more
information.
concern comes out)
There’s also the possibility that their objection may just be a request for a few simple
changes that they would like to see included in what you have offered them. Perhaps
they want a few changes to the terms of what you are offering.
Now depending on what their concern is, depends on how you address it
at this point. You then clarify
it, discuss
itare
like
two requests
friends
working
together
Objections,
or concerns,
sometimes
for any
of the following:
The price of the
offering.
for a solution and then you 1.diffuse
it, solution
thenyou’re
book
them for the second call
2. The timing of your solution.
demo.
3. The follow-up, or how they will be serviced.
4. The quality of what you’re offering ... perhaps they want you to commit more time or
more resources like personnel to meet their needs.
55
3
Objection #19: I’m happy with my current
vendor/company.
Let’s say, early into a sales call your prospect says upfront, that they are
happy with who they are already using.
Just so you are aware this is a common knee jerk reaction from a
prospect to a salesperson so they can try to get rid of you.
The first thing we have to do is disarm them, and get them curious
enough to want to engage, and open up to us.
PROSPECT: (early in the call) Thanks for the call but we are pretty
happy with our current vendor/company.
OBJECTIONS ARE ONLY CONCERNS
YOU: That’s not a problem.FirstAnd
so
you’re
I’m
not your
quite
sure
of all … just
we have
to realize
that an aware,
objection is only
a concern
prospect
has.
It’s not a rejection of YOU.
we could even help you yet. We would have to understand a bit more
Now is not the time to REACT .. but most sales people just REACT to an objection.
Unfortunately,
point many
salespeople
just even
fly off the cuff
instead
of working
about what you are using for
XYZ, attothatsee
if we
could
help
you
in tothe
uncover what the objection actually means.
first place, because maybe Please
you’re
better off staying with who you already
realize that this is not the time to go back into a selling mode to try to persuade
them with logical facts on why your solution is good for them. It’s time to use the same
have.
principles and methods you have learned from N.E.P.Q.
If you have done your work correctly and gone deep into the conversation
For example, I should probably
ask
first... most,
whoif not
doall you
use
(and
then
with your
prospect
objections,
will for…
be eliminated
during
the
engagement stage of the process.
you will ask your first situation question, to find out what their current
do get an objection
at this
stage,conversation)?
just look at it as a concern. Try to understand
situation looks like thereforeIftheyou
starting
a two
way
customer, and put yourself in your customer’s shoes as they determine if what
you’re offering is only a promise of a better future.
Understand that they have to make that commitment before you deliver what you
So you start off by disarming
theQuite
prospect
agreeing
you
promised.
possibly, theirby
objection
is nothing more
than amight
request fornot
more be
information.
able to help them which removes any sales resistance from the prospect
There’s also the possibility that their objection may just be a request for a few simple
changes that
they would
to see included
in whatconversation
you have offered them. Perhaps
and causes them to be far more
open
in like
having
a real
with
they want a few changes to the terms of what you are offering.
you instead of trying to get rid of you!
Objections, or concerns, are sometimes requests for any of the following:
1. The price of the solution you’re offering.
2. The timing of your solution.
3. The follow-up, or how they will be serviced.
4. The quality of what you’re offering ... perhaps they want you to commit more time or
more resources like personnel to meet their needs.
56
3
Objection #20: I don’t know what I need to
improve.
This objection you might get if you sold B2B or some B2C sales such as
high ticket sales, etc.
Let’s say you ask them a problem awareness question around what they
are looking to change or improve about what they currently have and they
seem unsure.
PROSPECT: I don’t know what I need to improve.
YOU: Well if you really thought about it, what do you feel it would be?
OBJECTIONS ARE ONLY CONCERNS
This simple question forces their brain to think deeper about the question
you just asked. Notice howFirstI asked
“What
FEEL
would
be?” has.
of all … we have
to realizedo
that you
an objection
is only aitconcern
your prospect
It’s not a rejection of YOU.
rather than, “What do you THINK it would be?”
Now is not the time to REACT .. but most sales people just REACT to an objection.
Unfortunately, at that point many salespeople just fly off the cuff instead of working to
uncover what the objection actually means.
Now why would I make thatPlease
shift?
Because FEEL brings out the person’s
realize that this is not the time to go back into a selling mode to try to persuade
with logical facts on why your solution is good for them. It’s time to use the same
emotions. If I asked THINK,them
that
just gets them thinking logically.
principles and methods you have learned from N.E.P.Q.
If you have done your work correctly and gone deep into the conversation
And as we already know from
science,
human
make
withbehavioral
your prospect ... most,
if not all objections,
will bebeings
eliminated during
the
engagement stage of the process.
buying decisions emotionally 100% of the time.
If you do get an objection at this stage, just look at it as a concern. Try to understand
the customer, and put yourself in your customer’s shoes as they determine if what
you’re offering is only a promise of a better future.
Objection #21: I don’t know if it will work for
what we do/for our industry.
Understand that they have to make that commitment before you deliver what you
promised. Quite possibly, their objection is nothing more than a request for more
information.
There’s also the possibility that their objection may just be a request for a few simple
changes that they would like to see included in what you have offered them. Perhaps
they want a few changes to the terms of what you are offering.
Depending on what you sell, you might get this type of objection.
Objections, or concerns, are sometimes requests for any of the following:
1. The price of the solution you’re offering.
Once again, the first thing we
want to do is clarify what they actually
2. The timing of your solution.
mean so we understand the3. The
real
concern.
follow-up,
or how they will be serviced.
4. The quality of what you’re offering ... perhaps they want you to commit more time or
more resources like personnel to meet their needs.
PROSPECT: I’m not sure this would actually work for us.
57
3
YOU: In what way? or How do you mean? or What wouldn’t work
specifically?
PROSPECT: Well we’re not sure if it will be able to XYZ…
YOU: Why do you feel it wouldn’t be able too, just so we understand?
PROSPECT: (let them respond on why they feel it wouldn’t)
YOU: If there was a way it could (repeat back what they said it wouldn’t
do) would you be open to looking at that, if we walked you through it?
For example, let’s say you sold medical device equipment and the doctor
said they were unsure the knee replacement would work as good as what
they were already using. OBJECTIONS ARE ONLY CONCERNS
First of all … we have to realize that an objection is only a concern your prospect has.
not amodel
rejection of YOU.
PROSPECT: I’m not sure It’s
this
would work as good as the ABC
is not the time to REACT .. but most sales people just REACT to an objection.
model we have been using.Now
Unfortunately, at that point many salespeople just fly off the cuff instead of working to
uncover what the objection actually means.
realize that this is not the time to go back into a selling mode to try to persuade
YOU: In what way? or WhyPlease
dowith
you
it wouldn’t
work
forIt’syour
them
logicalfeel,
facts on why
your solution is good
for them.
time to use the same
principles and methods you have learned from N.E.P.Q.
patients?
If you have done your work correctly and gone deep into the conversation
with your prospect ... most, if not all objections, will be eliminated during the
engagement stage of the process.
PROSPECT: Well we like the model because of…
If you do get an objection at this stage, just look at it as a concern. Try to understand
the customer, and put yourself in your customer’s shoes as they determine if what
you’re offering is only a promise of a better future.
YOU: If there was a way that this XYZ model could do all of that but also
Understand
have toso
makeyou
that commitment
deliver what
you
be able to cut your operative
timethat
bythey50%
could before
seeyoumore
patients
promised. Quite possibly, their objection is nothing more than a request for more
information.
would you be open to exploring
that further with us?
There’s also the possibility that their objection may just be a request for a few simple
changes that they would like to see included in what you have offered them. Perhaps
they want a few changes to the terms of what you are offering.
​​
Objection
#22: There is no budget allocation left
for this year, maybe next year, call back then.
Objections, or concerns, are sometimes requests for any of the following:
1. The price of the solution you’re offering.
2. The timing of your solution.
3. The follow-up, or how they will be serviced.
First of all, we have to understand,
is this the real concern or are they just
4. The quality of what you’re offering ... perhaps they want you to commit more time or
like personnel
to meet
their needs.
saying this to you at the end more
of resources
a sales
call or
your
sales process to try
and get rid of you?
58
3
This is more of a B2B concern you might get from a C-level executive or
other decision-makers in the company you have been speaking to.
PROSPECT: We really like this but our budget allocation has already
been used for the year. We have the new budget coming out in another 5
months and let’s talk then.
Now, we ALL know that there’s a 99% chance that you will NOT hear from
this prospect in 5 months after they have a new budget. So many things
can change in that company even the very same decision-makers you
just talked to might no longer even be working there or moved to other
departments.
Besides, it’s not like the money is not there, it’s not that the money DOES
OBJECTIONS ARE ONLY CONCERNS
NOT exist. It’s just the priority
of where that money is now being spent
that is important for you to understand.
First of all … we have to realize that an objection is only a concern your prospect has.
It’s not a rejection of YOU.
Now is not the time to REACT .. but most sales people just REACT to an objection.
If you have taken them through
the NEPQ™ sales process and done your
Unfortunately, at that point many salespeople just fly off the cuff instead of working to
uncover what the objection actually means.
job correctly they should view
that it is far LESS risky for them to get the
Please realize that this is not the time to go back into a selling mode to try to persuade
funds together, pay for yourthem
product/service,
their
problems,
with logical facts on why yoursolve
solution is good
for them.
It’s time to use and
the sameget
principles and methods you have learned from N.E.P.Q.
the results they want, rather than doing NOTHING at all, staying in the
If you haveand
done your
work
correctly and gone
deepthe
into the
conversation
status quo, nothing ever changes
the
problems
stay
same.
with your prospect ... most, if not all objections, will be eliminated during the
engagement stage of the process.
Which is more risky?
If you do get an objection at this stage, just look at it as a concern. Try to understand
the customer, and put yourself in your customer’s shoes as they determine if what
you’re offering is only a promise of a better future.
Understand
that theyto
havehow
to makeyou
that commitment
you deliver
what you
This should be handled very
similarly
wouldbefore
handle
any
promised. Quite possibly, their objection is nothing more than a request for more
money objection but with ainformation.
bit of a few tweaks.
There’s also the possibility that their objection may just be a request for a few simple
changes that they would like to see included in what you have offered them. Perhaps
they want a few changes to the terms of what you are offering.
Here is the generic formula:
Objections, or concerns, are sometimes requests for any of the following:
1. The price of the solution you’re
offering.
NEW MODEL SALESPERSON:
That’s
not a problem...Tell me, if
2. The timing of your solution.
you did have the money/funding,
would this be something that would
3. The follow-up, or how they will be serviced.
work for you?
4. The quality of what you’re offering ... perhaps they want you to commit more time or
more resources like personnel to meet their needs.
If you have asked the right questions in the conversation they will
always say “Yes”. Did you notice how I paused there?
59
3
PROSPECT: Yeah, for sure.
NEW MODEL SALESPERSON: Why do you feel it would
though?
(Did you see the skepticism?)
PROSPECT: Well, we like ... but we just don’t have the money for
it.
NEW MODEL SALESPERSON: I can appreciate that money
might be an issue for you. How do you think you can resolve that
where you can find the money so that you can … (Here you just
OBJECTIONS ARE ONLY CONCERNS
plug in what they said
they wanted.)
First of all … we have to realize that an objection is only a concern your prospect has.
It’s not a the
rejection
of YOU.
You are tying in them getting
funding/money
with having what
is not the time to REACT .. but most sales people just REACT to an objection.
they said they wanted. Now
Unfortunately, at that point many salespeople just fly off the cuff instead of working to
uncover what the objection actually means.
If they don’t get the funding/money
they
what
them with logical factsthen
on why your
solutioncan’t
is good forhave
them. It’s time
to use they
the same
principles and methods you have learned from N.E.P.Q.
said they want.
Please realize that this is not the time to go back into a selling mode to try to persuade
If you have done your work correctly and gone deep into the conversation
with your prospect ... most, if not all objections, will be eliminated during the
engagement stage of the process.
Now, if they cannot come up with ways on how they can get the money,
you can ask them this question:
If you do get an objection at this stage, just look at it as a concern. Try to understand
the customer, and put yourself in your customer’s shoes as they determine if what
you’re offering is only a promise of a better future.
Understand
they have
make that
commitment
beforeso
you deliver
you can
“What other avenues do
youthat
have
totofind
the
funding
thatwhat
you
promised. Quite possibly, their objection is nothing more than a request for more
information.
...”
There’s also the possibility that their objection may just be a request for a few simple
changes that they would like to see included in what you have offered them. Perhaps
they want a few changes to the terms of what you are offering.
Once again, you are just filling in the second thing they said they wanted.
Here is an industry-specificObjections,
example:
or concerns, are sometimes requests for any of the following:
1. The price of the solution you’re offering.
2. The timingis
of your
solution. leads to SMB companies
In this example, the salesperson
selling
3. The follow-up, or how they will be serviced.
looking for a higher quality
lead or more lead volume for their
4. The quality of what you’re offering ... perhaps they want you to commit more time or
salespeople.
more resources like personnel to meet their needs.
“Tell me … if you did have the funds, is this something that would
60
3
work for you?” (They will always say “Yes!”)
“Why though?”
(Notice the tone here, it’s like you’re a Hollywood actor - George
Clooney)
Or if they say, “I do BUT I just don’t have the money…”
You, the salesperson, will say, “Money aside why do you feel it
would though?”
“Okay, so I can appreciate that money might be an issue for you.
How do you think you can resolve that where you can find funding
ARE ONLY CONCERNS
so you can get theseOBJECTIONS
higher quality
leads to your sales team?”
First of all … we have to realize that an objection is only a concern your prospect has.
It’s not
a rejection of YOU.
(Let them come up with
ways.)
Now is not the time to REACT .. but most sales people just REACT to an objection.
Unfortunately, at that point many salespeople just fly off the cuff instead of working to
uncover what the objection actually means.
If they cannot figure it out:
Please realize that this is not the time to go back into a selling mode to try to persuade
them with logical facts on why your solution is good for them. It’s time to use the same
principles and methods you have learned from N.E.P.Q.
“What other avenues do you have to find funding to get the leads to
If you have done your work correctly and gone deep into the conversation
start really scaling the company?”
with your prospect ... most, if not all objections, will be eliminated during the
engagement stage of the process.
If they still can’t come up with
ways:
If you do
get an objection at this stage, just look at it as a concern. Try to understand
the customer, and put yourself in your customer’s shoes as they determine if what
you’re offering is only a promise of a better future.
that they have to makehappy
that commitment
deliver what
you
“So how will you keepUnderstand
your salespeople
so before
theyyoudon’t
leave
promised. Quite possibly, their objection is nothing more than a request for more
information.
and get up to XYZ in revenue
this year without having the higher
There’s also the possibility that their objection may just be a request for a few simple
quality leads?”
changes that they would like to see included in what you have offered them. Perhaps
they want a few changes to the terms of what you are offering.
“So you tell me is it more
risky
to getarethe
funding
from
Objections,
or concerns,
sometimes
requests for
any of another
the following:
The price
of the solution
you’re offering.
department, put it into1.the
higher
quality
leads so your team makes
2. The their
timing of your
solution.
more sales now and hits
revenue
quota? Or is it more risky to
3. The follow-up, or how they will be serviced.
do nothing at all, the next
five months sales keep going down, and
4. The quality of what you’re offering ... perhaps they want you to commit more time or
you don’t reach your quota
you likehave
for
thetheirsecond
straight year like
more resources
personnel
to meet
needs.
you mentioned? Which is more risky?”
If they still say they can’t find the funds, you can offer suggestions on
61
3
what other clients do to get the funds if they didn’t have them.
“Can I make a suggestion?”
“What I can do is show you the avenues that our other clients use to
get the funding if they don’t have it themselves, and you will have to
see if you have those options if you’re wanting to (repeat back what
they said they wanted) get these higher quality leads so you guys hit
50 Million in revenue this year…”
After you go through the ways they find the funds, you simply ask - “What
of those avenues do you have?”
OBJECTIONS ARE ONLY CONCERNS
Objection #23: I’m already speaking with
another company.
First of all … we have to realize that an objection is only a concern your prospect has.
It’s not a rejection of YOU.
Now is not the time to REACT .. but most sales people just REACT to an objection.
Unfortunately, at that point many salespeople just fly off the cuff instead of working to
uncover what the objection actually means.
This objection will likely occur at the beginning of a cold call or could
happen on an outbound lead
atrealize
thethatbeginning
ofgothat
conversation.
Please
this is not the time to
back into
a selling mode to try to persuade
them with logical facts on why your solution is good for them. It’s time to use the same
principles and methods you have learned from N.E.P.Q.
The main thing we have to understand is we first have to disarm that
If you have done your work correctly and gone deep into the conversation
prospect
most, if not
all objections, will
be eliminated
during
the
prospect which triggers themwith
toyour
want
to... keep
engaging
rather
than
trying
engagement stage of the process.
to get rid of us.
If you do get an objection at this stage, just look at it as a concern. Try to understand
the customer, and put yourself in your customer’s shoes as they determine if what
you’re offering is only a promise of a better future.
PROSPECT: We are already speaking with another company.
Understand that they have to make that commitment before you deliver what you
promised. Quite possibly, their objection is nothing more than a request for more
information.
YOU: Not a problem, that’sThere’s
pretty
normal, and just so you’re aware I’m
also the possibility that their objection may just be a request for a few simple
changes that they would like to see included in what you have offered them. Perhaps
not sure we could even help
you yet, we would have to understand more
they want a few changes to the terms of what you are offering.
about what you’re doing in XYZ area to see if we could even help you in
Objections, or concerns, are sometimes requests for any of the following:
the first place.
1. The price of the solution you’re offering.
2. The timing of your solution.
If we can, we can continue 3.the
conversation, but if we can’t, we can just
The follow-up, or how they will be serviced.
hang up the phone or even4.recommend
you to someone else who might
The quality of what you’re offering ... perhaps they want you to commit more time or
more resources like personnel to meet their needs.
be able to help you better. Are you with me?
62
3
PROSPECT: Yeah all good.
YOU: Could you walk me through what you guys are doing now with…
(Ask your first situation question.)
The point is, once you get them to lower their guard by disarming them by
simply saying, “I’m not quite sure we could even help you.”
Objection #24: You’re more expensive than our
current vendor.
OBJECTIONS ARE ONLY CONCERNS
First, we need to clarify what they actually mean by this statement.
First of all … we have to realize that an objection is only a concern your prospect has.
It’s not a rejection of YOU.
PROSPECT: Our CEO said that you guys are more expensive than the
Now is not the time to REACT .. but most sales people just REACT to an objection.
Unfortunately, at that point many salespeople just fly off the cuff instead of working to
company we already use though.
uncover what the objection actually means.
Please realize that this is not the time to go back into a selling mode to try to persuade
them with logical facts on why your solution is good for them. It’s time to use the same
principles and methods you have learned from N.E.P.Q.
YOU: In what way?
PROSPECT: Well we are paying
$5k ...amost,
month
them
right
now
but
with your prospect
if not allfor
objections,
will be
eliminated
during
the you
engagement stage of the process.
quoted $5900 a month.
If you have done your work correctly and gone deep into the conversation
If you do get an objection at this stage, just look at it as a concern. Try to understand
the customer, and put yourself in your customer’s shoes as they determine if what
you’re offering is only a promise of a better future.
YOU: Is cost the most important thing to your CEO, or actually getting
Understand that they have to make that commitment before you deliver what you
results and solving the problem
promised. though?
Quite possibly, their objection is nothing more than a request for more
information.
There’s also the possibility that their objection may just be a request for a few simple
they would
like to see
included
in what you
have
offered
them. Perhaps
PROSPECT: Well, for surechanges
we that
want
to get
the
results
but
we
noticed
they want a few changes to the terms of what you are offering.
yours is more than who we already use.
Objections, or concerns, are sometimes requests for any of the following:
The price of the solution you’re offering.
YOU: Yeah it just depends1.on
what type of results you guys want. Do
2. The timing of your solution.
you want the same results you’re getting now which you mentioned was
3. The follow-up, or how they will be serviced.
causing you to (repeat back4. The
the
consequences of the problem they have
quality of what you’re offering ... perhaps they want you to commit more time or
more resources like personnel to meet their needs.
that they mentioned) or do you
want to actually solve that so you can
(repeat back what they said they wanted)?
63
3
For example, let’s say you sell medical device knee replacements …
YOU: Yeah it just depends on what type of results you guys want. Do
you want the same results you’re getting now which you mentioned was
causing you to overspend on operative time having to see the patient
over and over again post surgery? Or do you want to actually solve that
so you can eliminate all the follow ups and free up all that time to perform
more surgeries?
Objection #25: I’ll get back to you on this.
Let’s say after your presentation, you go in for the close, which we would
call asking commitment questions to get your prospect to commit and
OBJECTIONS ARE ONLY CONCERNS
take the next step to purchase your solution to solve their problems, but
then they say, “This looks good,
I’ll get back to you on this.”
First of all … we have to realize that an objection is only a concern your prospect has.
It’s not a rejection of YOU.
the time to REACT .. but most sales people just REACT to an objection.
First of all, if you accept thisNow
atis not
face
value
and
believe
will
just
callto
Unfortunately,
at that
point many
salespeople
just fly they
off the cuff
instead
of working
uncover what the objection actually means.
you back you are going to lose a ton of sales. 99% of people who say this
Please realize that this is not the time to go back into a selling mode to try to persuade
witha
logical
facts on why your solution
is good for them.
time to
use the
samerid
will never call you back, it’sthem
just
smokescreen
objection
toIt’stry
and
get
principles and methods you have learned from N.E.P.Q.
of you.
If you have done your work correctly and gone deep into the conversation
with your prospect ... most, if not all objections, will be eliminated during the
engagement stage of the process.
Something you said or didn’t ask them triggered them to have uncertainty
If you do
get aneither
objection at
stage, just
look at it for
as a concern.
Try to
in what you are offering them,
that
itthiswon’t
work
them,
orunderstand
they
the customer, and put yourself in your customer’s shoes as they determine if what
you’re offering
a promisethey
of a better
future.
don’t need it. There is no GAP
fromis only
where
are
now, compared to
Understand that they have to make that commitment before you deliver what you
where they want to be!
promised. Quite possibly, their objection is nothing more than a request for more
information.
There’s also the possibility that their objection may just be a request for a few simple
The first thing we want to do
is disarm
them
soincluded
we inlearn
thethem.
real
changes
that they would
like to see
what youwhat
have offered
Perhaps
they want a few changes to the terms of what you are offering.
objection is.
Objections, or concerns, are sometimes requests for any of the following:
1. The price of the solution you’re offering.
PROSPECT: Thanks for the
presentation, we are going to look over this
and will get back to you. 2. The timing of your solution.
3. The follow-up, or how they will be serviced.
4. The quality of what you’re offering ... perhaps they want you to commit more time or
resourcesyour
like personnel
to meet their needs.
YOU: That’s not a problem. more
What’s
timeframe
for getting back to me
64
3
in the next few days to see if I would be available for you?
Now let’s dissect what I just did here. When I say, “That’s not a problem”,
in a sense I’m agreeing with them that they can get back to me, which
helps reduce sales pressure. As we know if they start to feel pressured
many prospects close down emotionally and will never open up to you
about what their real concern is.
Now, also, when I asked, “What’s your timeframe on getting back to me in
the next few days?”
I am narrowing down the decision here to the next few days. If we just let
it be, it could be weeks out, and by that point, the deal is for sure dead.
OBJECTIONS ARE ONLY CONCERNS
Now the last part here when
I say, “To see if I would be available for you
…” This is what we call a “NEPQ™ status frame” which causes them to
First of all … we have to realize that an objection is only a concern your prospect has.
It’s not a rejection
of YOU. with other clients, you don’t need
view you differently. This guy/gal
is busy
is not the time to REACT .. but most sales people just REACT to an objection.
their business, you alreadyNow
have
tons of clients. You are here to help
Unfortunately, at that point many salespeople just fly off the cuff instead of working to
uncover what the objection actually means.
them solve their problems but
there’s nothing you can do for them if they
Please realize that this is not the time to go back into a selling mode to try to persuade
stay in the status quo.
them with logical facts on why your solution is good for them. It’s time to use the same
principles and methods you have learned from N.E.P.Q.
you
have
yourlater
work correctly
gone deep
the conversation I’ll
PROSPECT: Well we couldIfwith
get
todone
you
this and
week
or into
something,
your prospect ... most, if not all objections, will be eliminated during the
engagement stage of the process.
have to look at what I have going
on.
If you do get an objection at this stage, just look at it as a concern. Try to understand
the customer, and put yourself in your customer’s shoes as they determine if what
you’re offering is only a promise of a better future.
YOU: Well possibly. I’m not sure I would randomly be available. What
that they
have tocalendar
make that commitment
beforeI you
deliver
what you
I can do if it helps you, is if Understand
you have
your
handy
can
pull
up
promised. Quite possibly, their objection is nothing more than a request for more
mine and have you book a information.
specific time with me that way you don’t have
also the possibility that their objection may just be a request for a few simple
to chase me down and viceThere’s
versa,
would that be appropriate?
changes that they would like to see included in what you have offered them. Perhaps
they want a few changes to the terms of what you are offering.
This is called a NEPQ™ calendar
which
locks
them
in with
Objections, orcommitment,
concerns, are sometimes
requests for
any of the
following:
price of the solution
you’re
offering.
a specific time so it’s on the1. The
calendar,
and
positions
you as the authority,
2. The timing
of your
solution. clients, notice how I said, “that
the trusted expert, who is busy
with
other
3. The follow-up, or how they will be serviced.
way you don’t have to chase
me down …”
4. The quality of what you’re offering ... perhaps they want you to commit more time or
more resources like personnel to meet their needs.
Now, after you have the specific time booked with them, we then want to
act like we are about to leave, or get off the call with them depending on if
65
3
you are in person, zoom, or on the phone with them.
YOU: Now before I go what was it that you wanted to go over in your
mind, just so I know what questions you will have when we talk on
Monday?
Notice how this is almost identical to the “I want to think it over”
smokescreen objection and you should treat it the exact same way.
PROSPECT: Well I need to go back to the board/my spouse/my CPA
and see if we can get the budget for this.
Now we know exactly what the real objection is, which is the money. And
we can clarify, discuss this, and diffuse using the standard “we don’t have
OBJECTIONS ARE ONLY CONCERNS
the money/budget” objection.
First of all … we have to realize that an objection is only a concern your prospect has.
It’s not a rejection of YOU.
Objection #26: I want to make sure it’s the right
time for me to focus on this.
Now is not the time to REACT .. but most sales people just REACT to an objection.
Unfortunately, at that point many salespeople just fly off the cuff instead of working to
uncover what the objection actually means.
Please realize that this is not the time to go back into a selling mode to try to persuade
them with logical facts on why your solution is good for them. It’s time to use the same
principles and methods you have learned from N.E.P.Q.
PROSPECT: I want to make sure it’s the right time for me to really focus
If you have done your work correctly and gone deep into the conversation
on this.
with your prospect ... most, if not all objections, will be eliminated during the
engagement stage of the process.
do get an objection at this stage, just look at it as a concern. Try to understand
YOU: How do you mean? Iftheyoucustomer,
and put yourself in your customer’s shoes as they determine if what
you’re offering is only a promise of a better future.
Understand that they have to make that commitment before you deliver what you
PROSPECT: Well I’m really
busy
with
(kids/studies/work
promised.
Quite
possibly,my...
their objection
is nothing more than a requestwhatever
for more
information.
excuse they throw out)
There’s also the possibility that their objection may just be a request for a few simple
changes that they would like to see included in what you have offered them. Perhaps
they want a few changes to the terms of what you are offering.
YOU: How much time do you think you would need to put into this just so
Objections, or concerns, are sometimes requests for any of the following:
I understand?
1. The price of the solution you’re offering.
PROSPECT: Well it looks like from what you went over with me, that I
3. The follow-up, or how they will be serviced.
would have to put in at least4. The
15-20
hours a week into this.
quality of what you’re offering ... perhaps they want you to commit more time or
2. The timing of your solution.
more resources like personnel to meet their needs.
66
3
YOU: Well I guess you could. Most of our clients just put in around 4-5
hours a week to get those types of results we talked about. Would that
help you?
Most of the time you can resolve it simply because they thought they
would need to invest more time than they even needed.
Now the way I taught you to resolve this would only be for certain
industries and products and services.
Here is another way to resolve the same concern. In this example, let’s
say you sell “relationship or marriage coaching” which helps couples not
split up and have a great marriage/relationship …
OBJECTIONS ARE ONLY CONCERNS
PROSPECT: I want to make
sure it’s the right time for me to really focus
on this.
First of all … we have to realize that an objection is only a concern your prospect has.
It’s not a rejection of YOU.
is not the time to REACT .. but most sales people just REACT to an objection.
YOU: How do you mean? Now
Unfortunately, at that point many salespeople just fly off the cuff instead of working to
uncover what the objection actually means.
Please realize that this is not the time to go back into a selling mode to try to persuade
PROSPECT: Well I’m really
with
my
work
right
thembusy
with logical
facts on
why your
solution
is goodnow.
for them. It’s time to use the same
principles and methods you have learned from N.E.P.Q.
you have
your work
correctly and gone deep into the conversation
YOU: That’s not a problem.Ifwith
Can
I done
make
a suggestion?
your prospect ... most, if not all objections, will be eliminated during the
engagement stage of the process.
PROSPECT: Sure.
If you do get an objection at this stage, just look at it as a concern. Try to understand
the customer, and put yourself in your customer’s shoes as they determine if what
you’re offering is only a promise of a better future.
that they
have torelationship
make that commitment
before your
you deliver
what you
YOU: How will you be ableUnderstand
to repair
your
with
spouse
if
promised. Quite possibly, their objection is nothing more than a request for more
information.
you don’t take the necessary
time to learn how to dissolve conflicts and
There’s also the possibility that their objection may just be a request for a few simple
start connecting again?
changes that they would like to see included in what you have offered them. Perhaps
they want a few changes to the terms of what you are offering.
PROSPECT: Well I don’t know
I orguess
have to
figure
out.
Objections,
concerns, I’ll
are sometimes
requests
for anysomething
of the following:
1. The price of the solution you’re offering.
2. The timing
your solution.
YOU: Are you willing to settle
for ofthat?
(softly challenge them)
3. The follow-up, or how they will be serviced.
of what you’re offering ... perhaps they want you to commit more time or
PROSPECT: Well I guess4.ifThe
I quality
had
to,
wouldn’t
have
more
resources
like I
personnel
to meet their
needs.a choice.
YOU: Whose choice is it if you settle or not?
67
PROSPECT:
Well I guess it would be my choice.
3
YOU: Well you tell me which is more risky for you and your spouse. You
getting the funds and dedicating the time over the next 90 days to learn
once and for all how to heal your relationship, so you feel connected once
again, and your marriage thrives for you, him, and your children?
Or is it more risky for you to do nothing at all, stay in the status quo, the
problems of fighting, lack of intimacy, and the lack of connection stay the
same, nothing ever changes and you end up getting a divorce from him?
Which is more risky for you and your family?
(They will always say it’s more risky if they don’t do anything at this point.)
PROSPECT: Yeah that’s so right.
OBJECTIONS ARE ONLY CONCERNS
YOU: Do you want to change all of that and have the marriage you
First of all … we have to realize that an objection is only a concern your prospect has.
It’s not a rejection of YOU.
wanted when you first got married?
Now is not the time to REACT .. but most sales people just REACT to an objection.
Unfortunately, at that point many salespeople just fly off the cuff instead of working to
uncover what the objection actually means.
PROSPECT: Yes, I want that so bad.
Please realize that this is not the time to go back into a selling mode to try to persuade
them with logical facts on why your solution is good for them. It’s time to use the same
principles and methods you have learned from N.E.P.Q.
If you have done your work correctly and gone deep into the conversation
with your prospect ... most, if not all objections, will be eliminated during the
engagement stage of the process.
If you do get an objection at this stage, just look at it as a concern. Try to understand
the customer, and put yourself in your customer’s shoes as they determine if what
you’re offering is only a promise of a better future.
Understand that they have to make that commitment before you deliver what you
promised. Quite possibly, their objection is nothing more than a request for more
information.
There’s also the possibility that their objection may just be a request for a few simple
changes that they would like to see included in what you have offered them. Perhaps
they want a few changes to the terms of what you are offering.
Objections, or concerns, are sometimes requests for any of the following:
1. The price of the solution you’re offering.
2. The timing of your solution.
3. The follow-up, or how they will be serviced.
4. The quality of what you’re offering ... perhaps they want you to commit more time or
more resources like personnel to meet their needs.
68
3
Objection #27: I just have way too many things
going on, can you give me a call back later?
Let’s say you call an outbound lead who has responded to some type
of ad requesting more information and you are calling back. Prospect
answers and says …
PROSPECT: Hey thanks for calling but I’m wrapped up at work right
now, can you call me back later?
YOU: Well possibly. What I can do is give you my number and have you
call me back later today, would that help you?
PROSPECT: Sure.
OBJECTIONS ARE ONLY CONCERNS
YOU: Okay my number is 816-896-4498,
what’s
timeframe
First of all … we have to realizenot
that an
objection is your
only a concern
your prospect on
has.
It’s not a rejection of YOU.
calling me back later today just to see if I would be available for you?
Now is not the time to REACT .. but most sales people just REACT to an objection.
Unfortunately, at that point many salespeople just fly off the cuff instead of working to
uncover what the objection actually means.
Now, why would I not just ask
the prospect when they want me to call and
Please realize that this is not the time to go back into a selling mode to try to persuade
them with logical facts on why your solution is good for them. It’s time to use the same
call back at that time? Because
it makes you look desperate, attached,
principles and methods you have learned from N.E.P.Q.
just another salesperson trying to sell them something. Notice how when
If you have done your work correctly and gone deep into the conversation
they tell you to call back latewith
atyour
night
or...even
during
thewillday
how during
90%
prospect
most, if not
all objections,
be eliminated
the of
engagement stage of the process.
the time they don’t answer. Then you leave a voicemail, and email and
do get an objection at this stage, just look at it as a concern. Try to understand
they never respond back. Iftheyoucustomer,
and put yourself in your customer’s shoes as they determine if what
you’re offering is only a promise of a better future.
Understand that they have to make that commitment before you deliver what you
Do you know why? Because
theyQuitewere
trying
to get
ridaof
you
promised.
possibly,just
their objection
is nothing
more than
request
for more
information.
because of something you said or didn’t ask them at the beginning of that
There’s also the possibility that their objection may just be a request for a few simple
changes that they would like to see included in what you have offered them. Perhaps
they want a few changes to the terms of what you are offering.
Objections, or concerns, are sometimes requests for any of the following:
1. The price of the solution you’re offering.
2. The timing of your solution.
3. The follow-up, or how they will be serviced.
4. The quality of what you’re offering ... perhaps they want you to commit more time or
more resources like personnel to meet their needs.
69
3
call that triggered them to go into fight or flight mode and try to get rid of
you.
PROSPECT: I could call you later today at 4 probably.
YOU: I should be available then. If I don’t answer, can you just text me
and I’ll have to see when I can get back to you? Would that work?
Now more than likely the prospect is not going to call you back at 4. So
you wait a few minutes after four, to make sure you don’t look desperate,
and then you call and say this;
YOU: Hey Jennifer, it’s just __________ I’m a bit behind schedule was
just with another client, okay so it looks like you responded to an ad on
ARE ONLY CONCERNS
Facebook about … (then goOBJECTIONS
into your first
connecting question to take the
focus off of you and put it on them).
First of all … we have to realize that an objection is only a concern your prospect has.
It’s not a rejection of YOU.
Now is not the time to REACT .. but most sales people just REACT to an objection.
Here is another way to overcome
this objection it’s called a NEPQ™
Unfortunately, at that point many salespeople just fly off the cuff instead of working to
uncover what the objection actually means.
calendar commitment.
Please realize that this is not the time to go back into a selling mode to try to persuade
them with logical facts on why your solution is good for them. It’s time to use the same
principles and methods you have learned from N.E.P.Q.
PROSPECT: Hey thanks for calling but I’m wrapped up at work right
If you have done your work correctly and gone deep into the conversation
now, can you call me back later?
with your prospect ... most, if not all objections, will be eliminated during the
engagement stage of the process.
YOU: Well possibly, I wouldIf youhave
toobjection
look.at What
I could
if it Tryhelps
is if
do get an
this stage, just
look at it asdo
a concern.
to understand
the customer, and put yourself in your customer’s shoes as they determine if what
you have your calendar handy
I canis only
pull
up ofmine
you’re offering
a promise
a better and
future. have you book a
Understandso
that you
they have
to makehave
that commitment
before you
deliver
what you and
specific time with me later today
don’t
to chase
me
down
promised. Quite possibly, their objection is nothing more than a request for more
information.
vice versa, would that be appropriate?
There’s also the possibility that their objection may just be a request for a few simple
changes that they would like to see included in what you have offered them. Perhaps
they want a few changes to the terms of what you are offering.
Then you book a specific time with them. Notice how you have built an
equal status frame with them
when
you say
“that requests
way you
have to
Objections,
or concerns,
are sometimes
for any don’t
of the following:
The price of the
solution you’re
offering.
chase me down”. That one1.phrase
frames
you
as someone who is an
2. The timing
solution.
expert, a trusted authority who
hasof your
lots
of other clients. You don’t need
3. The follow-up, or how they will be serviced.
them. You’re detached, calling
to see if you can help them.
4. The quality of what you’re offering ... perhaps they want you to commit more time or
more resources like personnel to meet their needs.
70
3
Objection #28: What’s different about your
company compared to others out there that do
similar things to you?
Typically, if you get this objection, or I would call it a question it’s usually
going to be thrown at you at the beginning of a sales call or conversation.
PROSPECT: What’s different about your company compared to others
out there who have similar services?
YOU: Well maybe nothing… (pause 3 seconds) And just so you are
aware I’m not quite sure we could even help you yet, we’d have to
understand more what you have in place now as far as XYZ, compared
to what you might be looking
for, to seeARE
what
thatCONCERNS
GAP looks like. For
OBJECTIONS
ONLY
example, what do you currently use for ABC area?
First of all … we have to realize that an objection is only a concern your prospect has.
It’s not a rejection of YOU.
The first thing we have to do
is DISARM the prospect so they are open to
Now is not the time to REACT .. but most sales people just REACT to an objection.
Unfortunately, at that point many salespeople just fly off the cuff instead of working to
what we offer.
uncover what the objection actually means.
Please realize that this is not the time to go back into a selling mode to try to persuade
them with logical facts on why your solution is good for them. It’s time to use the same
principles and methods you have learned from N.E.P.Q.
Now, what do most salespeople do when the prospect asks them this
question?
If you have done your work correctly and gone deep into the conversation
with your prospect ... most, if not all objections, will be eliminated during the
engagement stage of the process.
They go off how they have the best this, the best that, and start talking
If you do get an objection at this stage, just look at it as a concern. Try to understand
about all the amazing features
andandbenefits
theyshoes
believe
are better
the customer,
put yourself in that
your customer’s
as they determine
if what
you’re offering is only a promise of a better future.
than their competitors.
Understand that they have to make that commitment before you deliver what you
promised. Quite possibly, their objection is nothing more than a request for more
information.
But what’s the major problem
with this? Well, your prospects hear the
There’s also the possibility that their objection may just be a request for a few simple
changes that they would like to see included in what you have offered them. Perhaps
same thing from your competitors
and every other salesperson who
they want a few changes to the terms of what you are offering.
has ever tried to sell them something, so you all sound the same. And
Objections, or concerns, are sometimes requests for any of the following:
because of that you get commoditized with everyone else, where they
1. The price of the solution you’re offering.
view you as just another salesperson trying to shove your solution down
2. The timing of your solution.
their throat.
3. The follow-up, or how they will be serviced.
4. The quality of what you’re offering ... perhaps they want you to commit more time or
more resources like personnel to meet their needs.
Objection #29: Can you give me a better price,
71
3
we had another quote that was cheaper.
This could be an objection you get at the end of your presentation or
proposal where they are negotiating you on price.
This is easy to diffuse with the right NEPQ™ Diffusing questions
PROSPECT: Can you give us a better price on this?
YOU: How do you mean? or What’s behind that question just so I
understand?
PROSPECT: Well XYZ company gave us a quote that’s cheaper than
yours.
OBJECTIONS ARE ONLY CONCERNS
YOU: What quote did they First
give
you, and for what, just so I understand?
of all … we have to realize that an objection is only a concern your prospect has.
It’s not a rejection of YOU.
Can you go over their proposal
with me in detail?
Now is not the time to REACT .. but most sales people just REACT to an objection.
Unfortunately, at that point many salespeople just fly off the cuff instead of working to
uncover what the objection actually means.
You want to ask this last question because sometimes the prospect can
Please realize that this is not the time to go back into a selling mode to try to persuade
them with
logicalget
facts on
your solution
them.
time to use the same
just be making stuff up, or they
can
awhy
quote
butis good
it’sforfor
aIt’sservice/
principles and methods you have learned from N.E.P.Q.
problem that is far different than what you are offering and you know it
If you have done your work correctly and gone deep into the conversation
won’t actually solve the problem.
with your prospect ... most, if not all objections, will be eliminated during the
engagement stage of the process.
If you what
do get an kind
objectionof
at this
stage, just look
at it want.
as a concern.
to understand
YOU: Well it just depends on
results
you
IsTryprice
the
the customer, and put yourself in your customer’s shoes as they determine if what
offering is only asolving
promise of a better
most important thing to youyou’re
or actually
thefuture.
problem and getting
Understand that they have to make that commitment before you deliver what you
the results you want?
promised. Quite possibly, their objection is nothing more than a request for more
information.
the possibility that their objection may just be a request for a few simple
PROSPECT: Well we haveThere’s
to also
have
but
if we
could
athem.
better
changes
that they results
would like to see
included
in what
you haveget
offered
Perhaps
they want a few changes to the terms of what you are offering.
price that’s important too.
Objections, or concerns, are sometimes requests for any of the following:
1. The price of the solution you’re offering.
YOU: Can I make a suggestion?
2. The timing of your solution.
3. The follow-up, or how they will be serviced.
PROSPECT: Sure go ahead.
4. The quality of what you’re offering ... perhaps they want you to commit more time or
more resources like personnel to meet their needs.
YOU: What they quoted you is for XYZ, which does ABC. Now we could
give you the same exact quote for that as well, but like I mentioned it
72
3
depends on the results you want.
(Let’s say you sold windows in this example …)
We could install these cheaper XYZ brand windows they quoted you, you
would just end up having to replace them in the next 5-7 years once they
start wearing down and your utility bills would stay about the same.
We could also put in a mid-range window that would last a bit longer
maybe 10-12 yrs and we cut your utilities down probably by ____% or we
could completely solve the problem and put in the ABC windows which
are going to last the next 20 years and cut down your utility bill like you
mentioned around ___%.
So the question is which is OBJECTIONS
more risky?ARE
Is itONLY
moreCONCERNS
risky to get the extra
funds to put in for the windows that are going to last the longest, increase
First of all … we have to realize that an objection is only a concern your prospect has.
It’s not
a rejection
YOU.
the value of your home, and
cut
yourofutility
bill probably by ____%?
Now is not the time to REACT .. but most sales people just REACT to an objection.
Unfortunately, at that point many salespeople just fly off the cuff instead of working to
uncover what the objection actually means.
Or, is it more risky to put in the cheap windows, the utilities stay about the
Please realize that this is not the time to go back into a selling mode to try to persuade
same, the cold air keeps coming
in at
night
in solution
youris good
daughter’s
and
them with logical
facts
on why your
for them. It’s timeroom,
to use the same
principles and methods you have learned from N.E.P.Q.
you end up replacing them again soon? Which is more risky?
If you have done your work correctly and gone deep into the conversation
with your prospect ... most, if not all objections, will be eliminated during the
engagement stage of the process.
If you do get an objection at this stage, just look at it as a concern. Try to understand
the customer, and put yourself in your customer’s shoes as they determine if what
you’re offering is only a promise of a better future.
Understand that they have to make that commitment before you deliver what you
promised. Quite possibly, their objection is nothing more than a request for more
information.
There’s also the possibility that their objection may just be a request for a few simple
changes that they would like to see included in what you have offered them. Perhaps
they want a few changes to the terms of what you are offering.
Objections, or concerns, are sometimes requests for any of the following:
1. The price of the solution you’re offering.
2. The timing of your solution.
3. The follow-up, or how they will be serviced.
4. The quality of what you’re offering ... perhaps they want you to commit more time or
more resources like personnel to meet their needs.
73
3
Objection #30: I want to compare prices with
another vendor.
Here, once again, we need to disarm the prospect instead of throwing
out some rebuttal which will more than likely trigger sales resistance and
hope and pray they buy from us.
Typically, you would get this objection after your presentation or proposal.
PROSPECT: We have another company coming in tomorrow and want
to compare prices with this vendor as well.
YOU: That’s not a problem. So let’s say this other company coming in
tomorrow meets your criteria,
including the price. How would you then
OBJECTIONS ARE ONLY CONCERNS
decide what to do?
First of all … we have to realize that an objection is only a concern your prospect has.
It’s not a rejection of YOU.
PROSPECT: Well at that point it would come down to… (and then they
Now is not the time to REACT .. but most sales people just REACT to an objection.
at that
point
many salespeople
just fly off the cuff instead
of working
will tell you their hot button,Unfortunately,
that you
will
need
to understand
to be
abletoto
uncover what the objection actually means.
make sure you close this sale)
Please realize that this is not the time to go back into a selling mode to try to persuade
them with logical facts on why your solution is good for them. It’s time to use the same
principles and methods you have learned from N.E.P.Q.
you have
your things
work correctly
and gone
into the
This question helps you find Ifout
thedone
key
you
willdeep
need
inconversation
your sales
with your prospect ... most, if not all objections, will be eliminated during the
stage of the process.
process to help this prospectengagement
move forward
with your solution, especially
if you know they are also meeting
with your competitors. I can almost
If you do get an objection at this stage, just look at it as a concern. Try to understand
the customer, and put yourself in your customer’s shoes as they determine if what
guarantee you that the other
salespeople
competing
you’re
offering is only a promise
of a better future. for this account will
not ask this question and will
not know
theto make
onethatorcommitment
two things
thisyou
Understand
that they have
before youthat
deliver what
promised. Quite possibly, their objection is nothing more than a request for more
information.
prospect will tell you to push
this over to your advantage.
There’s also the possibility that their objection may just be a request for a few simple
changes that they would like to see included in what you have offered them. Perhaps
they want a few changes to the terms of what you are offering.
Objections, or concerns, are sometimes requests for any of the following:
1. The price of the solution you’re offering.
2. The timing of your solution.
3. The follow-up, or how they will be serviced.
4. The quality of what you’re offering ... perhaps they want you to commit more time or
more resources like personnel to meet their needs.
74
3
Objection #31: I don’t need the product/service.
Once again, the first thing we have to focus on is disarming the prospect
to get them to open up and engage with us rather than trying to shut us
down and get rid of us.
This type of objection would usually be towards the beginning of the
conversation.
PROSPECT: We don’t really need this right now, we already have …
YOU: That’s not a problem. And just so you’re aware, I’m not quite sure
we could even help you yet, we would have to understand a bit about
what you have in place for XYZ now just to see if we can help.
OBJECTIONS ARE ONLY CONCERNS
Now if we can’t, we can justFirstend
the call/conversation, or we could even
of all … we have to realize that an objection is only a concern your prospect has.
not a rejection of YOU.
recommend someone else It’swho
might be able to help you more.
Now is not the time to REACT .. but most sales people just REACT to an objection.
Unfortunately, at that point many salespeople just fly off the cuff instead of working to
uncover what the objection actually means.
Are you with me?
Please realize that this is not the time to go back into a selling mode to try to persuade
them with logical facts on why your solution is good for them. It’s time to use the same
principles and methods you have learned from N.E.P.Q.
PROSPECT: Okay, that makes sense.
If you have done your work correctly and gone deep into the conversation
with your prospect ... most, if not all objections, will be eliminated during the
engagement stage of the process.
YOU: I guess we would need to understand what you have now for …
If you do get an objection at this stage, just look at it as a concern. Try to understand
the customer, and put yourself in your customer’s shoes as they determine if what
you’re offering is only a promise of a better future.
Objection #32: I saw some negative reviews
about your company online.
Understand that they have to make that commitment before you deliver what you
promised. Quite possibly, their objection is nothing more than a request for more
information.
There’s also the possibility that their objection may just be a request for a few simple
changes that they would like to see included in what you have offered them. Perhaps
they want a few changes to the terms of what you are offering.
First, we need to find out what they actually mean, how many did they
Objections, or concerns, are sometimes requests for any of the following:
actually see, etc. This objection can be easily diffused once you ask a few
1. The price of the solution you’re offering.
questions that help them answer it themselves.
2. The timing of your solution.
3. The follow-up, or how they will be serviced.
PROSPECT: We were doing
some research over the weekend and saw
4. The quality of what you’re offering ... perhaps they want you to commit more time or
more resources like personnel to meet their needs.
your company has some bad reviews.
75
3
YOU: How do you mean by bad reviews?
PROSPECT: Well there were some people saying some bad things
about your company.
YOU: Were these actual clients or just some negative people online?
PROSPECT: Well I think some were clients, but not quite sure if they all
were.
YOU: Now when you say you saw negative reviews how many did you
actually see?
PROSPECT: Well not quite sure, but there were probably 10-15 or so we
OBJECTIONS ARE ONLY CONCERNS
saw.
First of all … we have to realize that an objection is only a concern your prospect has.
It’s not a rejection
of YOU.
YOU: So you saw around 10-15
negative
reviews? So we have about
Now is not the time to REACT .. but most sales people just REACT to an objection.
5000 clients now, so if ten clients
out of 5000 said we were bad that
Unfortunately, at that point many salespeople just fly off the cuff instead of working to
uncover what the objection actually means.
would be about .02%, so that
would be one fifth of one percent that were
Please realize that this is not the time to go back into a selling mode to try to persuade
complaining, while our other
clients
great
experiences
and
them
with logical99.8%
facts on why have
your solution
is good for
them. It’s time to use the
same
principles and methods you have learned from N.E.P.Q.
get results.
If you have done your work correctly and gone deep into the conversation
with your prospect ... most, if not all objections, will be eliminated during the
engagement stage of the process.
So if we have a 99.8% success rate what would that possibly mean about
us getting our clients results?
If you do get an objection at this stage, just look at it as a concern. Try to understand
the customer, and put yourself in your customer’s shoes as they determine if what
you’re offering is only a promise of a better future.
Understand thatlike
they have
to make
that commitment
before
you deliver what you
PROSPECT: Well yeah it sounds
you
guys
do great
things.
promised. Quite possibly, their objection is nothing more than a request for more
information.
There’s also the possibility that their objection may just be a request for a few simple
YOU: Well our clients would
say that for sure, but can I make a suggeschanges that they would like to see included in what you have offered them. Perhaps
they want a few changes to the terms of what you are offering.
tion to you?
Objections, or concerns, are sometimes requests for any of the following:
PROSPECT: Sure thing. 1. The price of the solution you’re offering.
2. The timing of your solution.
3. The follow-up, or how they will be serviced.
YOU: Have you ever considered
that no matter how great you do for cli4. The quality of what you’re offering ... perhaps they want you to commit more time or
ents, there will be some that
willresources
not do
whattothey
are
more
like personnel
meet their
needs.supposed to do on
their end and then who do they usually blame that on?
76
3
PROSPECT: Well yeah they blame the company, I mean we have clients
like that complain so thanks for clearing that up with us.
Objection #33: I can get the same thing
somewhere else.
First of all, do you know what they actually mean when a prospect says
this to you? Probably not. So we need to clarify first and disarm them so
they want to engage.
Most of the time this objection is usually triggered by something you said
or didn’t ask in the beginning of the conversation and they are just trying
to get rid of you. They haveOBJECTIONS
gone into fight
or flight mode.
ARE ONLY CONCERNS
PROSPECT: I can get theFirstsame
thing
somewhere
of all … we
have to realize
that an objectionelse.
is only a concern your prospect has.
It’s not a rejection of YOU.
Now is not the time to REACT .. but most sales people just REACT to an objection.
that point many
salespeople
fly off the
cuff instead
of working
YOU: Yeah, you could andUnfortunately,
just soatyou’re
aware
I’mjustnot
quite
sure
we to
uncover what the objection actually means.
could even help you yet, we’d
have to understand more about what you
Please realize that this is not the time to go back into a selling mode to try to persuade
them with logical facts on why your solution is good for them. It’s time to use the same
use for XYZ, just to see if we
could even help you in the first place and if
principles and methods you have learned from N.E.P.Q.
we can’t we can just hang up the phone, or if you find that we can, possiIf you have done your work correctly and gone deep into the conversation
bly, we can continue the conversation
you’d
with
me onduring
that?
with your prospectif
... most,
if not like.You
all objections, will
be eliminated
the
engagement stage of the process.
do get an objection at this stage, just look at it as a concern. Try to understand
PROSPECT: Yeah sure. Iftheyoucustomer,
and put yourself in your customer’s shoes as they determine if what
you’re offering is only a promise of a better future.
Understand that they have to make that commitment before you deliver what you
YOU: Okay I should probably
start
off asking
you
about
…a request for more
promised.
Quite possibly,
their objection
is nothing
more than
information.
There’s also the possibility that their objection may just be a request for a few simple
changes that they would like to see included in what you have offered them. Perhaps
they want a few changes to the terms of what you are offering.
Objections, or concerns, are sometimes requests for any of the following:
1. The price of the solution you’re offering.
2. The timing of your solution.
3. The follow-up, or how they will be serviced.
4. The quality of what you’re offering ... perhaps they want you to commit more time or
more resources like personnel to meet their needs.
77
3
Objection #34: If I buy this, I could lose my job.
This objection you would really only get if you were in some type of B2B
sales environment and you are selling to C-level executives who are concerned they will lose their job if they make a wrong buying decision with
your solution.
PROSPECT: You know if I buy this I could lose my job.
YOU: How do you mean?
PROSPECT: Well if we get involved with you and for some reason it
doesn’t work out, I could get fired.
OBJECTIONS ARE ONLY CONCERNS
YOU: Can I ask, has something happened in the past where you purchased something and it didn’t
work out and your boss got upset at you?
First of all … we have to realize that an objection is only a concern your prospect has.
It’s not a rejection of YOU.
Now is not the time to REACT .. but most sales people just REACT to an objection.
PROSPECT: Yes about six
months
ago
got intojust afly offyear
with
Unfortunately,
at that
point we
many salespeople
the cuffcontract
instead of working
to
uncover what the objection actually means.
this company who does XYZ and I was the major cheerleader on that and
Please realize that this is not the time to go back into a selling mode to try to persuade
them with logical
facts said
on why your
solution
is good for
them.
It’s time
to usecompathe same
the company didn’t fulfill anything
they
they
could
do
and
the
principles and methods you have learned from N.E.P.Q.
ny had to do a buyout of that contract and everyone blamed me.
If you have done your work correctly and gone deep into the conversation
with your prospect ... most, if not all objections, will be eliminated during the
engagement stage of the process.
You: Okay that makes more sense then. Tell me what specific parts of the
If you do get an objection
at this stage,
just look
at it asdo
a concern.
to understand
_________ product/service/proposal
we just
went
over
youTryfeel
might
the customer, and put yourself in your customer’s shoes as they determine if what
you’re offering is only a promise of a better future.
not work for you?
Understand that they have to make that commitment before you deliver what you
promised. Quite possibly, their objection is nothing more than a request for more
information.
PROSPECT: Well we like everything but your IT guy said that …
There’s also the possibility that their objection may just be a request for a few simple
changes that they would like to see included in what you have offered them. Perhaps
they want a few changes to the terms of what you are offering.
(Now at this point they are going to tell you the real concern they have
Objections,
or concerns, are
sometimes
any of the
following:
and you want to discuss that
and diffuse
that
and requests
thenforafter
you
have
1. The price of the solution you’re offering.
done that come back around
to the original objection and ask the next
2. The timing of your solution.
question …)
3. The follow-up, or how they will be serviced.
4. The quality of what you’re offering ... perhaps they want you to commit more time or
more resources
like personnel
to meet their needs.
YOU: So if we are able to come
in and
fix __________(repeat
back their
problems) so that you can __________(repeat back the desired results
the company wants) how do you see this helping you the most as far as
78
3
how your boss starts to view you?
Objection #35: Not interested.
This is another knee jerk reaction some prospects will give you at the beginning of a cold call for B2C or B2B, or even if you call an outbound lead.
It’s comparable to you walking into a retail store to shop for clothes, and
the salesperson says, “How can I help you?” and you say, “Just looking.”
It’s just a triggered response from what you are saying at the beginning of
that conversation that causes them to go into fight or flight mode where
they try to get rid of you.
OBJECTIONS ARE ONLY CONCERNS
PROSPECT: I’m not interested.
First of all … we have to realize that an objection is only a concern your prospect has.
It’s not a rejection of YOU.
Now is not the time to REACT .. but most sales people just REACT to an objection.
YOU: Oh I apologize, I didn’t
mean
topoint
offend
you and
just
so
you
know
Unfortunately,
at that
many salespeople
just fly off
the cuff
instead
of working
to
uncover what the objection actually means.
I’m not quite sure we could even help you yet, we’d have to understand
Please realize that this is not the time to go back into a selling mode to try to persuade
themXYZ,
with logical
facts on
your solution
for them.
It’s time help
to use theyou
same
more about what you use for
just
towhysee
if weis good
could
even
principles and methods you have learned from N.E.P.Q.
in the first place and if we can’t we can just end the call, or if you find that
If you have done your work correctly and gone deep into the conversation
we can, possibly, we can continue
the conversation
if you’d
like.You
with
with your prospect
... most, if not all objections,
will be eliminated
during the
engagement stage of the process.
me on that?
If you do get an objection at this stage, just look at it as a concern. Try to understand
the customer, and put yourself in your customer’s shoes as they determine if what
you’re offering is only a promise of a better future.
PROSPECT: Yeah sure.
Understand that they have to make that commitment before you deliver what you
promised. Quite possibly, their objection is nothing more than a request for more
information.
YOU: Okay I should probably start off asking you about …
There’s also the possibility that their objection may just be a request for a few simple
changes that they would like to see included in what you have offered them. Perhaps
they want a few changes to the terms of what you are offering.
Objections, or concerns, are sometimes requests for any of the following:
1. The price of the solution you’re offering.
2. The timing of your solution.
3. The follow-up, or how they will be serviced.
4. The quality of what you’re offering ... perhaps they want you to commit more time or
more resources like personnel to meet their needs.
79
3
Objection #36: I make the decisions around
here, we don’t need to talk to anyone else in the
company.
This objection will come up quite a bit in B2B sales if you don’t understand what questions to ask to navigate through the company’s decision-making process and pull in other influencers and decision-makers.
According to a recent article in Forbes, the average company in the United States has 6.7 decision-makers and or influencers.
You must know how to get every single decision-maker or even someone
who cannot make the decision but who can influence the decision-makers
onboard with what you are OBJECTIONS
offering, otherwise,
you
have no control over
ARE ONLY
CONCERNS
the outcome of the deal.
First of all … we have to realize that an objection is only a concern your prospect has.
It’s not a rejection of YOU.
So what do you do in case Now
a C-level
executive says that you don’t need to
is not the time to REACT .. but most sales people just REACT to an objection.
Unfortunately, at that point many salespeople just fly off the cuff instead of working to
talk to anyone else and they
can make the decision themselves?
uncover what the objection actually means.
Please realize that this is not the time to go back into a selling mode to try to persuade
them with logical facts on why your solution is good for them. It’s time to use the same
principles and methods you have learned from N.E.P.Q.
Realize this is a trap and nine times out of ten they can’t make the decision themselves but are either fishing for more information to take back
If you have done your work correctly and gone deep into the conversation
with to
yournegotiate
prospect ... most, with
if not alltheir
objections,
will be eliminated
during the
to their bosses so they can try
current
vendors
and
engagement stage of the process.
get a better deal or are trying to look good to you but have zero authority
do get an objection at this stage, just look at it as a concern. Try to understand
to buy at the end of the day.Iftheyoucustomer,
and put yourself in your customer’s shoes as they determine if what
you’re offering is only a promise of a better future.
promised.
possibly,
their objection is nothing moreon
than something
a request for more like
YOU: Besides you, who are
the Quite
other
decision-makers
information.
this?
There’s also the possibility that their objection may just be a request for a few simple
Understand that they have to make that commitment before you deliver what you
changes that they would like to see included in what you have offered them. Perhaps
they want a few changes to the terms of what you are offering.
(Next time ask it in this way - Can you walk me through your company’s
Objections, or concerns, are sometimes requests for any of the following:
decision-making process when it comes to solving problems like this?)
1. The price of the solution you’re offering.
2. The timing of your solution.
PROSPECT: I make the decisions
around here, no reason for anyone
3. The follow-up, or how they will be serviced.
else to be involved.
4. The quality of what you’re offering ... perhaps they want you to commit more time or
more resources like personnel to meet their needs.
YOU: Oh I wasn’t questioning if you could make a decision for the company, what I’m asking is who else would be involved as far as implement80
3
ing this/using this/invoicing this/subscribing to this/understanding how this
would solve XYZ problem?
(Depending on what you sell you just plug in one of these.)
In this example, let’s say you sell some type of software that has to be
installed or set up with IT and they have to learn how to use it.
PROSPECT: Well, we would have to get Jim involved. He is our CTO so
he understands how it would work for his people, etc.
YOU: Besides Jim though, who else would be impacted by your company
switching from XYZ company over to us?
OBJECTIONS ARE ONLY CONCERNS
PROSPECT: Well our COO
would need to have an understanding as
she helps with …
First of all … we have to realize that an objection is only a concern your prospect has.
It’s not a rejection of YOU.
Now is not the time to REACT .. but most sales people just REACT to an objection.
YOU: Okay that makes sense.
Would it help you if we booked a time latUnfortunately, at that point many salespeople just fly off the cuff instead of working to
uncover what the objection actually means.
er in the week to run through
this with your CTO and COO to make sure
Please realize that this is not the time to go back into a selling mode to try to persuade
they are on the same pagethem
and
through
questions
they
withgo
logical
facts on why your
solution is good for
them. will
It’s timehave?
to use the same
principles and methods you have learned from N.E.P.Q.
If you
have
done your
work correctly
gone deep into the conversation
PROSPECT: Yeah we could
do
that,
it would
beandhelpful.
with your prospect ... most, if not all objections, will be eliminated during the
engagement stage of the process.
If you do get an objection at this stage, just look at it as a concern. Try to understand
the customer, and put yourself in your customer’s shoes as they determine if what
you’re offering is only a promise of a better future.
Understand that they have to make that commitment before you deliver what you
promised. Quite possibly, their objection is nothing more than a request for more
information.
There’s also the possibility that their objection may just be a request for a few simple
changes that they would like to see included in what you have offered them. Perhaps
they want a few changes to the terms of what you are offering.
Objections, or concerns, are sometimes requests for any of the following:
1. The price of the solution you’re offering.
2. The timing of your solution.
3. The follow-up, or how they will be serviced.
4. The quality of what you’re offering ... perhaps they want you to commit more time or
more resources like personnel to meet their needs.
81
3
Objection #37: I’m worried this might not work
out.
PROSPECT: I’m worried this might not work out.
YOU: What would prevent it from working out if it’s working for all of our
other clients though? (Notice how I’m seeding that it’s working for our other clients here, which shows stability, and shows you get results for your
clients.)
PROSPECT: Well I’m worried that XYZ might not work for… (And now
they tell you what they feel wouldn’t work, which could be a multitude of
different things depending on what you sell.)
OBJECTIONS ARE ONLY CONCERNS
In this example, let’s say you sell a training program that teaches people
how to start an e-commerceFirstbusiness
where
canis only
make
more
money
of all … we have to
realize thatthey
an objection
a concern
your prospect
has.
It’s not a rejection of YOU.
and have more time.
Now is not the time to REACT .. but most sales people just REACT to an objection.
Unfortunately, at that point many salespeople just fly off the cuff instead of working to
uncover what the objection actually means.
PROSPECT: I’m worried this
might not work out.
Please realize that this is not the time to go back into a selling mode to try to persuade
them with logical facts on why your solution is good for them. It’s time to use the same
principles and methods you have learned from N.E.P.Q.
YOU: What would prevent it from working out if it’s working for all of our
If you have done your work correctly and gone deep into the conversation
other clients?
with your prospect ... most, if not all objections, will be eliminated during the
engagement stage of the process.
do get an objection
at thisthis
stage, a
just few
look at ityears
as a concern.
Try toand
understand
PROSPECT: Well I boughtIftheyou
something
like
ago
they
customer, and put yourself in your customer’s shoes as they determine if what
you’re offering is only a promise of a better future.
made all these promises but
never came through in the end, and I lost a
Understand that they have to make that commitment before you deliver what you
bunch of money.
promised. Quite possibly, their objection is nothing more than a request for more
information.
There’s also the possibility that their objection may just be a request for a few simple
they would
like to see included
in what you have
Perhaps
YOU: Oh that’s no bueno, changes
whatthat
type
of training
program
didoffered
youthem.
actually
they want a few changes to the terms of what you are offering.
go through?
Objections, or concerns, are sometimes requests for any of the following:
1. The price of the solution you’re offering.
PROSPECT: It was the ABC
program with Tom Smith.
2. The timing of your solution.
3. The follow-up, or how they will be serviced.
YOU: Oh okay yeah I’ve heard
of that. I think I’ve seen some of their ad4. The quality of what you’re offering ... perhaps they want you to commit more time or
more resources
personnel
to meet their needs. Were there other
vertisements on Facebook and
saw alikefew
testimonials.
people having success using that?
82
3
PROSPECT: Well I think, I mean I read several testimonials when I was
looking at it.
YOU: So if others were having success, what do you think held you back
from having the same results?
PROSPECT: Well I know others were doing well with it, but I just didn’t
feel that when I had questions I could get a hold of someone who could
help me, and at the same time I just had our second child and life got really busy.
YOU: Okay so they weren’t really giving you the hands-on help, so the
hands-on help is the most important to you then?
PROSPECT: Yes for sure.OBJECTIONS ARE ONLY CONCERNS
First of all … we have to realize that an objection is only a concern your prospect has.
not a rejection
YOU: You also mentioned It’sthat
at theof YOU.
same time you had your second
Now is not the time to REACT .. but most sales people just REACT to an objection.
child and life got too busy. So
why look at changing your situation now,
Unfortunately, at that point many salespeople just fly off the cuff instead of working to
what the objection actually means.
because I’m assuming youuncover
are still
busy, so why now rather than just
Please realize that this is not the time to go back into a selling mode to try to persuade
pushing this down the roadthem
like
would?
withunsuccessful
logical facts on why your people
solution is good
for them. It’s time to use the same
principles and methods you have learned from N.E.P.Q.
If youto
have
done
your work correctly
and gone
deep
into the conversation
PROSPECT: Oh no we have
do
something
now,
it’s
gotten
to that
with your prospect ... most, if not all objections, will be eliminated during the
engagement stage of the process.
point.
If you do get an objection at this stage, just look at it as a concern. Try to understand
the customer, and put yourself in your customer’s shoes as they determine if what
you’re offering is only a promise of a better future.
Understand that they have to make that commitment before you deliver what you
promised. Quite possibly, their objection is nothing more than a request for more
information.
There’s also the possibility that their objection may just be a request for a few simple
changes that they would like to see included in what you have offered them. Perhaps
they want a few changes to the terms of what you are offering.
Objections, or concerns, are sometimes requests for any of the following:
1. The price of the solution you’re offering.
2. The timing of your solution.
3. The follow-up, or how they will be serviced.
4. The quality of what you’re offering ... perhaps they want you to commit more time or
more resources like personnel to meet their needs.
83
3
Objection #38: What’s different about your
company compared to others out there that do
similar things to you?
This is an objection you might get at the beginning of a meeting with a
board, or beginning of an appointment with any type of prospect where
they just bluntly come right out and ask you this early on in the conversation.
When this happens you want to remain calm, collective, and you want to
disarm them where they start to pull you in.
NEVER NEVER do what most salespeople do and start saying something like this, “Well the reason
why we ARE
are ONLY
different
is we have been in
OBJECTIONS
CONCERNS
business now for _____. We have the best customer service, we have
First ofbest
all … we product
have to realize that
an objection of
is only
a concern
your prospect
has.
the best owners, we have the
because
XYZ,
and
we have
It’s not a rejection of YOU.
the best service, we have the
best this, we have the best that, Blah, blah,
Now is not the time to REACT .. but most sales people just REACT to an objection.
Unfortunately, at that point many salespeople just fly off the cuff instead of working to
blah, blah!!!”
uncover what the objection actually means.
Please realize that this is not the time to go back into a selling mode to try to persuade
them with logical facts on why your solution is good for them. It’s time to use the same
principles and methods you have learned from N.E.P.Q.
This will only trigger more sales resistance from your prospects. Now why
is that? It’s because EVERY single salesperson says they have the best
If you have done your work correctly and gone deep into the conversation
withmany
your prospect
if not
all objections,
eliminated
during the in
product or service right? How
say... most,
they
have
the will
5thbe best
product
engagement stage of the process.
the market? NO ONE!
If you do get an objection at this stage, just look at it as a concern. Try to understand
the customer, and put yourself in your customer’s shoes as they determine if what
you’re offering is only a promise of a better future.
So when salespeople say they have the best, or talk down about their
Understand that they have to make that commitment before you deliver what you
promised.
Quite possibly,
their objection
is nothingyou
more than
a request
for more
competition, it actually causes
your
prospect
to trust
less
because
information.
they are used to every salesperson
saying the same thing.
There’s also the possibility that their objection may just be a request for a few simple
changes that they would like to see included in what you have offered them. Perhaps
they want a few changes to the terms of what you are offering.
So we want to disarm them here to get them to open up and start pulling
Objections, or concerns, are sometimes requests for any of the following:
us in
1. The price of the solution you’re offering.
2. The timing of your solution.
PROSPECT: So what’s different
about your company compared to oth3. The follow-up, or how they will be serviced.
ers who do the same thing?4. The quality of what you’re offering ... perhaps they want you to commit more time or
more resources like personnel to meet their needs.
YOU: Well… maybe nothing (pause 2-3 seconds here, it’s important),
84
3
and just so you know I’m not quite sure we could even help yet, we would
have to understand more about what you’re doing now with XYZ to see if
we could even help you in the first place because you might be better off
going with someone else. Are you with me on that?
PROSPECT: (totally disarmed and stunned because they were not expecting that) Yeah we would like to see what you are offering.
YOU: For sure, we would first need to better understand what you have
now for _______, can you walk me through that? (And now you’re going
to ask your first situation question.)
Objection #39: Can you give me any guarantees?
OBJECTIONS ARE ONLY CONCERNS
This objection can come up in several different industries depending on
what you sell.
First of all … we have to realize that an objection is only a concern your prospect has.
It’s not a rejection of YOU.
Now is not the time to REACT .. but most sales people just REACT to an objection.
Unfortunately, at that point many salespeople just fly off the cuff instead of working to
uncover what the objection actually means.
PROSPECT: What type of guarantee do we have with this?
Please realize that this is not the time to go back into a selling mode to try to persuade
them with logical facts on why your solution is good for them. It’s time to use the same
principles and methods you have learned from N.E.P.Q.
YOU: Yeah we can cover that, tell me what’s behind that question just so
I understand?
If you have done your work correctly and gone deep into the conversation
with your prospect ... most, if not all objections, will be eliminated during the
engagement stage of the process.
You ask this question because
want attothisfind
out
even
If you doyou
get an objection
stage, just
lookwhy
at it as athey
concern.are
Try to understand
the customer, and put yourself in your customer’s shoes as they determine if what
offering
is only
a promise of by
a better
future.
asking in the first place. Didyou’re
they
get
burned
another
company in the
they they
have to make
that commitment
before you
deliver
what
you
past that couldn’t fulfill whatUnderstand
they that
said
could
do? There
are
so
many
promised. Quite possibly, their objection is nothing more than a request for more
reasons why they might askinformation.
this question, so instead of just answering it,
There’s also the possibility that their objection may just be a request for a few simple
and saying, “Yes we have achanges
guarantee
and
the
wayin what
it works
is…”
that they would
like to see
included
you have offered
them. Perhaps
they want a few changes to the terms of what you are offering.
Objections, or concerns, are sometimes requests for any of the following:
First, you need to understand
what’s behind that question, where is it
1. The price of the solution you’re offering.
coming from, and a lot of times when you ask that question the prospect
2. The timing of your solution.
will release their frustration3.from
the past and will feel relieved and not
The follow-up, or how they will be serviced.
even care about any guarantee.
4. The quality of what you’re offering ... perhaps they want you to commit more time or
more resources like personnel to meet their needs.
85
3
Let’s give you an example of how this might look that’s industry-specific.
In this scenario, the salesperson and potential customer are meeting for
the first time and the prospect is looking to stock a popular line of consumer goods in a grocery store for example
PROSPECT: What’s your company’s guarantee on returns?
YOU: Yeah we can cover that, tell me what’s behind that question just so
I understand?
Let’s go back to look at the actual question that was asked ... “What’s
your company’s guarantee OBJECTIONS
with regardsARE
to returns?”
To the salesperson,
ONLY CONCERNS
this means that the retailer wants to buy merchandise without the risk of it
of all prospect’s
… we have to realizetrue
that an objection
is only a concern
prospect
has.
not selling. But the issue is,First
the
intentions
wereyournot
speciIt’s not a rejection of YOU.
fied in his question.
Now is not the time to REACT .. but most sales people just REACT to an objection.
Unfortunately, at that point many salespeople just fly off the cuff instead of working to
uncover what the objection actually means.
Please realize that
this is not the
time to go
back into a selling
mode
to try toof
persuade
The potential customer’s question
doesn’t
even
specify
what
kind
rethem with logical facts on why your solution is good for them. It’s time to use the same
principles
and methods
yoube.
have learned from N.E.P.Q.
turns, or what circumstances
there
might
If you have done your work correctly and gone deep into the conversation
your prospect ... most, if not all objections, will be eliminated during the
PROSPECT: Yeah, we got with
stuck
with
of torn labels and
engagement
stage an
of theinventory
process.
damaged products about 6 months ago, and we lost tens of thousands
If you do get an objection at this stage, just look at it as a concern. Try to understand
the customer,
and put
yourself in your customer’s
shoes asagain.
they determine if what
from that. We just couldn’t risk
doing
something
like that
you’re offering is only a promise of a better future.
Understand that they have to make that commitment before you deliver what you
promised. Quite possibly, their objection is nothing more than a request for more
NEW MODEL SALESPERSON:
That makes sense. Can you tell me
information.
more about what happened?
There’s also the possibility that their objection may just be a request for a few simple
changes that they would like to see included in what you have offered them. Perhaps
they want a few changes to the terms of what you are offering.
PROSPECT: Yeah, we had tons of torn labels, and about 15% of the inObjections, or concerns, are sometimes requests for any of the following:
ventory was damaged when
we got it, it was a huge loss for the company,
1. The price of the solution you’re offering.
and ...
2. The timing of your solution.
3. The follow-up, or how they will be serviced.
NEW MODEL SALESPERSON:
Okay,
so you’re
4. The quality of what
you’re offering
... perhaps asking
they want youabout
to commit damage
more time or
more resources like personnel to meet their needs.
to the product itself and the packaging? So if the label or product is
damaged in any way, what we can do is ...
86
3
Notice the sequence of this conversation:
1. The prospect asks a question. The salesperson asks for more
information by saying, “I’m curious, did you ask me that for a reason?”
or even better ask, “Yeah we can cover that, tell me what’s behind that
question just so I understand?”.
2. The prospect then provides more details as to WHY they asked the
question/objection.
3. The salesperson gets feedback about the customer’s statement and
offers a solution.
OBJECTIONS ARE ONLY CONCERNS
Let’s say, you sold a real estate
training course and the prospect asks you
for a guarantee. It would be a bit different, let’s take a look.
First of all … we have to realize that an objection is only a concern your prospect has.
It’s not a rejection of YOU.
Now is not the time to REACT .. but most sales people just REACT to an objection.
PROSPECT: What’s my guarantee
that this will work?
Unfortunately, at that point many salespeople just fly off the cuff instead of working to
uncover what the objection actually means.
YOU: Yeah we can go overthemthat,
tellfacts
me,
what’s
behind
thatIt’s question
just
with logical
on why
your solution
is good for them.
time to use the same
principles and methods you have learned from N.E.P.Q.
so I understand?
Please realize that this is not the time to go back into a selling mode to try to persuade
If you have done your work correctly and gone deep into the conversation
with your prospect ... most, if not all objections, will be eliminated during the
engagement stage of the process.
PROSPECT: Well I bought a real estate course several years ago but I
never made any money from
If youit.
do get an objection at this stage, just look at it as a concern. Try to understand
the customer, and put yourself in your customer’s shoes as they determine if what
you’re offering is only a promise of a better future.
that they
have to make that commitment before you deliver what you
YOU: What course did youUnderstand
actually
buy?
promised. Quite possibly, their objection is nothing more than a request for more
information.
There’s also the possibility that their objection may just be a request for a few simple
PROSPECT: It was the XY
…
changes that they would like to see included in what you have offered them. Perhaps
they want a few changes to the terms of what you are offering.
Objections, or concerns, are sometimes requests for any of the following:
1. The price of the solution you’re offering.
2. The timing of your solution.
3. The follow-up, or how they will be serviced.
4. The quality of what you’re offering ... perhaps they want you to commit more time or
more resources like personnel to meet their needs.
87
3
Objection #40: I’ve never done this before, that’s
more money than I’ve ever spent.
This is an objection you might get quite a bit if you sold in the high ticket
industry. In this example, let’s say you sold a trading software that
teaches you how to successfully trade and make money at it.
PROSPECT: I’ve never done this before, that’s more money than I’ve
ever spent.
YOU: How do you mean exactly?
PROSPECT: Well it seemsOBJECTIONS
like this is ARE
going
to cost
me a lot of money.
ONLY
CONCERNS
First of all … we have to realize that an objection is only a concern your prospect has.
YOU: Well I’m assuming you
understand when you want to acquire the
It’s not a rejection of YOU.
right skillsets to be able to make
money
trading
going
to require
capital
Now is not the
time to REACT
.. but most it’s
sales people
just REACT
to an objection.
Unfortunately, at that point many salespeople just fly off the cuff instead of working to
or credit to put into that so you
make
lot means.
of money and really miniuncovercan
what the
objectiona
actually
Please realize that this is not the time to go back into a selling mode to try to persuade
mize the risk right?
them with logical facts on why your solution is good for them. It’s time to use the same
principles and methods you have learned from N.E.P.Q.
you
have
done your
work correctly
and gone
into the
conversation
YOU: How much funding doIfwith
you
think
most
people
putdeep
into
acquiring
your prospect ... most, if not all objections, will be eliminated during the
engagement
stagethat
of the process.
those types of skills so they can
make
type of money where they can
actually leave their jobs andIf you
become
full-time traders? How much do you
do get an objection at this stage, just look at it as a concern. Try to understand
the customer, and put yourself in your customer’s shoes as they determine if what
think most invest?
you’re offering is only a promise of a better future.
Understand that they have to make that commitment before you deliver what you
promised. Quite possibly, their objection is nothing more than a request for more
information.
PROSPECT: Well I’m not sure.
There’s also the possibility that their objection may just be a request for a few simple
changes that they would like to see included in what you have offered them. Perhaps
they want a few changes to the terms of what you are offering.
YOU: Typically, it’s tens of thousands of dollars and years of their lives
Objections, or concerns, are sometimes requests for any of the following:
trying to learn that. So when people see all they have to put into the trad1. The price of the solution you’re offering.
ing software and us training2. The
them
how to use it that it’s only $21,000 comtiming of your solution.
pared to the amount of money
they make from learning those skills they
3. The follow-up, or how they will be serviced.
feel they are stealing it from4. The
us.quality of what you’re offering ... perhaps they want you to commit more time or
more resources like personnel to meet their needs.
I mean you tell me is it more risky to get the funding together put it into
88
3
the trading software, we train you and you get up to ________ a year like
you mentioned?
OR
Is it more risky for you to do nothing at all, stay in the status quo, your
financial problems stay the same and nothing ever changes?
Which is more risky?
If they still cannot overcome this concern at that point, then you go into
the standard, “We don’t have the money objection” found in the training
here.
OBJECTIONS ARE ONLY CONCERNS
First of all … we have to realize that an objection is only a concern your prospect has.
It’s not a rejection of YOU.
Objection #41: We are still “price shopping”.
Now is not the time to REACT .. but most sales people just REACT to an objection.
Unfortunately, at that point many salespeople just fly off the cuff instead of working to
uncover what the objection actually means.
Please realize
that this is not the time to go back into a selling mode to try to persuade
PROSPECT: We are still price
shopping.
them with logical facts on why your solution is good for them. It’s time to use the same
principles and methods you have learned from N.E.P.Q.
you have shopping?
done your work correctly and gone deep into the conversation
YOU: How do you mean byIfwith
price
your prospect ... most, if not all objections, will be eliminated during the
engagement stage of the process.
you dolooking
get an objection
stage,
just look
at it as a with
concern.the
Try to understand
PROSPECT: Well we are Ifthe
just
forat this
the
best
price
budget
customer, and put yourself in your customer’s shoes as they determine if what
you’re offering is only a promise of a better future.
we have.
Understand that they have to make that commitment before you deliver what you
promised. Quite possibly, their objection is nothing more than a request for more
information.
YOU: So is price the most There’s
important
thing to you, or actually getting realso the possibility that their objection may just be a request for a few simple
changes that they would like to see included in what you have offered them. Perhaps
sults and solving the problem?
they want a few changes to the terms of what you are offering.
Objections, or concerns, are sometimes requests for any of the following:
PROSPECT: What do you1. The
mean
that?
price of by
the solution
you’re offering.
2. The timing of your solution.
In this example, let’s say you sold commercial windows …
3. The follow-up, or how they will be serviced.
4. The quality of what you’re offering ... perhaps they want you to commit more time or
more resources like personnel to meet their needs.
YOU: Well I’m asking because we could always just lower the price but
89
3
it depends on the results you actually want to get. Are you looking for like
the cheapest windows that would probably have to be replaced every 5-7
years or so, and your utility bill would be about the same because the
cold air would still seep in, or are you looking for more of a mid-range window that’s going to last about 12-15 years and your utility bill will probably
drop around 20%, or are you looking for the top of the line window that’s
going to last 20-25 years and your utility bills go down 30-40% a month?
Which is actually cheaper once you break it down long term?
OBJECTIONS ARE ONLY CONCERNS
First of all … we have to realize that an objection is only a concern your prospect has.
It’s not a rejection of YOU.
Now is not the time to REACT .. but most sales people just REACT to an objection.
Unfortunately, at that point many salespeople just fly off the cuff instead of working to
uncover what the objection actually means.
Please realize that this is not the time to go back into a selling mode to try to persuade
them with logical facts on why your solution is good for them. It’s time to use the same
principles and methods you have learned from N.E.P.Q.
If you have done your work correctly and gone deep into the conversation
with your prospect ... most, if not all objections, will be eliminated during the
engagement stage of the process.
If you do get an objection at this stage, just look at it as a concern. Try to understand
the customer, and put yourself in your customer’s shoes as they determine if what
you’re offering is only a promise of a better future.
Understand that they have to make that commitment before you deliver what you
promised. Quite possibly, their objection is nothing more than a request for more
information.
There’s also the possibility that their objection may just be a request for a few simple
changes that they would like to see included in what you have offered them. Perhaps
they want a few changes to the terms of what you are offering.
Objections, or concerns, are sometimes requests for any of the following:
1. The price of the solution you’re offering.
2. The timing of your solution.
3. The follow-up, or how they will be serviced.
4. The quality of what you’re offering ... perhaps they want you to commit more time or
more resources like personnel to meet their needs.
90
3
Objection #42: I want to speak to other
companies first.
Let’s say you get this objection at the end of your sales process when you
are trying to close. The point here is, do you actually know what their real
concern is? Because if they loved everything you had to offer, had 100%
certainty it would solve their problems, and get them where they want to
be, then they would never say this to you.
So we have to understand they have a concern behind this statement that
we need to find out and then address and diffuse
PROSPECT: This is really good and we appreciate you coming over but
ONLY CONCERNS
we want to speak with otherOBJECTIONS
companiesARE
first.
First of all … we have to realize that an objection is only a concern your prospect has.
It’s not a rejection of YOU.
YOU: Yeah that’s not a problem.
What are you hoping these companies
Now is not the time to REACT .. but most sales people just REACT to an objection.
will say to you?
Unfortunately, at that point many salespeople just fly off the cuff instead of working to
uncover what the objection actually means.
Please realize that this is not the time to go back into a selling mode to try to persuade
them with logical facts on why your solution is good for them. It’s time to use the same
principles and methods you have learned from N.E.P.Q.
PROSPECT: Well we just want to compare prices and things like that?
If you have done your work correctly and gone deep into the conversation
with your prospect ... most, if not all objections, will be eliminated during the
engagement stage of the process.
YOU: How do you mean ‘things like that’?
If you do get an objection at this stage, just look at it as a concern. Try to understand
the customer, and put yourself in your customer’s shoes as they determine if what
you’re offering is only a promise of a better future.
PROSPECT: Well we just want to compare what each company does
Understand that they have to make that commitment before you deliver what you
and see all the prices.
promised. Quite possibly, their objection is nothing more than a request for more
information.
There’s also the possibility that their objection may just be a request for a few simple
that with
they would
to see included
in what youcompanies,
have offered them. Perhaps
YOU: So let’s suppose youchanges
meet
alllikethese
different
you
they want a few changes to the terms of what you are offering.
put in all that work, and we all meet your criteria including the price. How
or concerns, are sometimes requests for any of the following:
would you then decide whatObjections,
to do?
1. The price of the solution you’re offering.
2. The timing of your solution.
(Now here is where you find
out
what
they
really
are looking for or what
3. The
follow-up,
or how
they will
be serviced.
4. The
quality
of what
you’re offering ... perhaps they want you to commit more time or
the real concern is once you
ask
this
question.)
more resources like personnel to meet their needs.
PROSPECT: Well at that point we would be looking at who can …
91
3
And then they tell you the one thing, the one thing that pulls them over the
edge. Now you know exactly what that one thing is, and your competitors
would have no clue because they wouldn’t even know how to ask that
question or be able to get the prospect to tell them. Now you have the
advantage.
Sometimes right here they will even bring up a valid concern or a logistical concern. Let’s say if you sold farm equipment, they might say, “Well at
that point we would want to know who can best do XYZ.” Now you know
what their concern is, you address it, diffuse it and they buy on the spot.
OBJECTIONS
ARE ONLY
CONCERNS
Objection #43: I never
make
rash
decisions.
First of all … we have to realize that an objection is only a concern your prospect has.
not a rejection
of YOU. it over” objection from a prosThis is very similar to the “I It’swant
to think
Now is not
the time to REACT
.. butone
most sales
people and
just REACT
to an objection.
pect. Meaning it’s not the real
objection.
No
goes
thinks
about a
Unfortunately, at that point many salespeople just fly off the cuff instead of working to
uncover what the objection actually means.
buying decision for weeks on
end. Something you said or did not ask in
Please realize that this is not the time to go back into a selling mode to try to persuade
that sales conversation or process
triggered
them
have
that
them with logical
facts on why your
solution isto
good
for them.uncertainty
It’s time to use the same
principles and methods you have learned from N.E.P.Q.
your company could get them the results they want.
If you have done your work correctly and gone deep into the conversation
with your prospect ... most, if not all objections, will be eliminated during the
engagement stage of the process.
PROSPECT: I never make rash decisions on the spot.
If you do get an objection at this stage, just look at it as a concern. Try to understand
the customer, and put yourself in your customer’s shoes as they determine if what
you’re offering is only a promise of a better future.
YOU: What do you mean by a rash decision?
Understand that they have to make that commitment before you deliver what you
promised. Quite possibly, their objection is nothing more than a request for more
information.
There’s time
also the possibility
that their
objectionthis.
may just be a request for a few simple
PROSPECT: Well I just need
to think
about
changes that they would like to see included in what you have offered them. Perhaps
they want a few changes to the terms of what you are offering.
or concerns,
sometimes requests
any of the following:
YOU: That’s not a problem.Objections,
What’s
youraretimeframe
onforgetting
back to me
1. The
price if
of the
solution you’re
in the next day or two just to
see
I would
beoffering.
available for you?
2. The timing of your solution.
3. The follow-up, or how they will be serviced.
Now, why on earth would I not try to overcome that objection right here?
4. The quality of what you’re offering ... perhaps they want you to commit more time or
more resources
like personnel to meet their needs.
Why would I try to set up a second
call?
Because it takes the sales pressure right out of the conversation. It
92
3
disarms the prospect and causes them to let their guard down. Remember the whole point is to get them to open up about what’s behind them
saying, “I never make rash decisions like this.”
It also positions you as busy with other clients you don’t need the sale.
You’re detached. It disarms them where they become more open…
PROSPECT: I guess I could call you in a few days (you need a scheduled time, no waffling)
SALESPERSON: Well possibly, I’m not sure I’d be available randomly like that, what I can do if you have your calendar handy, I can pull up
mine and have you book a specific time with me, that way you don’t have
to chase me down and vice versa, would that be appropriate?
OBJECTIONS ARE ONLY CONCERNS
(This is called a calendar commitment,
every
and your
shows
that
First of all … we have to works
realize that an
objectiontime,
is only a concern
prospect has.
It’s not a rejection of YOU.
you are not desperate, you are busy, you have tons of clients you are
Now is not the time to REACT .. but most sales people just REACT to an objection.
at that point many salespeople just fly off the cuff instead of working to
helping solve problems.) Unfortunately,
uncover what the objection actually means.
Please realize that this is not the time to go back into a selling mode to try to persuade
them with logical facts on why your solution is good for them. It’s time to use the same
principles and methods you have learned from N.E.P.Q.
Now after you book the appointment, you ask this:
SALESPERSON: Now before
I go,
what
you wanting
to go
over
with your
prospect
... most,were
if not all objections,
will be eliminated
during
the
engagement stage of the process.
in your mind (a better way of saying, “What do you want to think
If you do
get an objection at
this stage,
just lookhave
at it as a concern.
to understand
about?”), just so I know what
questions
you
might
whenTrywe
talk
the customer, and put yourself in your customer’s shoes as they determine if what
you’re offering is only a promise of a better future.
tomorrow?
If you have done your work correctly and gone deep into the conversation
Understand that they have to make that commitment before you deliver what you
promised. Quite possibly, their objection is nothing more than a request for more
information.
Now this is the key at thisThere’s
point,
they are going to tell you what their
also the possibility that their objection may just be a request for a few simple
changes that they would like to see included in what you have offered them. Perhaps
real concern is.
they want a few changes to the terms of what you are offering.
Objections, or concerns, are sometimes requests for any of the following:
They might say, “Well I’m just concerned about…” or “I’m just not
1. The price of the solution you’re offering.
understanding this part…”
or “I’m not sure if I can get the money for
2. The timing of your solution.
this…”
3. The follow-up, or how they will be serviced.
4. The quality of what you’re offering ... perhaps they want you to commit more time or
more resources like personnel to meet their needs.
Now would you rather know what their real concern is now when
you are on zoom with them, in person, or on the phone rather than
not knowing and hoping and praying they show up to the next ap93
3
pointment?
And then you will be able to clarify their concern, ask a diffusing
question and then discuss it like two people who are trying to work
out a solution together and most of the time close the sale on that
call.
Now let’s say at the end of all that you try and resolve their concern but
they still come back around and say:
PROSPECT: Well this sounds good but I still just do not make rash decisions.
YOU: Well you tell me is it more risky for you to get the funds together so
OBJECTIONS ARE ONLY CONCERNS
that you can… (repeat back what they said they wanted)
First of all … we have to realize that an objection is only a concern your prospect has.
It’s not a rejection of YOU.
Or
Now is not the time to REACT .. but most sales people just REACT to an objection.
Unfortunately, at that point many salespeople just fly off the cuff instead of working to
uncover what the objection actually means.
Is it more risky for you to doPlease
nothing
at all, stay in the status quo, probrealize that this is not the time to go back into a selling mode to try to persuade
with logical facts on why your solution is good for them. It’s time to use the same
lems stay the same (repeatthem
back
what the main problem was they told
principles and methods you have learned from N.E.P.Q.
you) and nothing ever changes?
If you have done your work correctly and gone deep into the conversation
with your prospect ... most, if not all objections, will be eliminated during the
engagement stage of the process.
Which is more risky?
If you do get an objection at this stage, just look at it as a concern. Try to understand
the customer, and put yourself in your customer’s shoes as they determine if what
you’re offering is only a promise of a better future.
Objection #44: We already use vendor X, why
should we go with you?
Understand that they have to make that commitment before you deliver what you
promised. Quite possibly, their objection is nothing more than a request for more
information.
There’s also the possibility that their objection may just be a request for a few simple
changes that they would like to see included in what you have offered them. Perhaps
they want a few changes to the terms of what you are offering.
This objection usually happens towards the beginning of a sales call, especially cold calling. It also Objections,
comesorup
sometimes if you are presenting to
concerns, are sometimes requests for any of the following:
a board, and someone on the
up asks you this question
1. The board
price of the straight
solution you’re offering.
within the first few minutes.2. The timing of your solution.
3. The follow-up, or how they will be serviced.
4. The quality of what you’re offering ... perhaps they want you to commit more time or
How you react to this will determine
prospect
opens up, or emotionmore resourcesif
likethe
personnel
to meet their needs.
ally shuts down.
94
3
Remember it’s all about disarming the prospect to get them to let their
guard down and open up.
PROSPECT: Why should we go with you, we already have a company
who does that for us?
YOU: Well I’m not quite sure that you should yet… (pause 2-3 seconds)
we’d have to understand more about what you’re currently using in XYZ
area, compared to where you want to be, to see what that GAP looks like,
just to see if we could even help because you might be better off staying
with who you already have. Are you with me on that?
Now watch how the prospect immediately lets their guard down. You have
AREtoONLY
admitted that you might notOBJECTIONS
even be able
helpCONCERNS
them because you don’t
know anything about their situation. When you give prospects the impresFirst of all … we have to realize that an objection is only a concern your prospect has.
It’s not a rejection
YOU.
sion that you are there for them,
theyof start
to view you much differently
Now is not
the timesomething.
to REACT .. but most sales people just REACT to an objection.
than anyone else trying to sell
them
Unfortunately, at that point many salespeople just fly off the cuff instead of working to
uncover what the objection actually means.
Please realize that this is not the time to go back into a selling mode to try to persuade
themthe
with logical
facts on why
yourTrusted
solution is good
for them. It’s timewho’s
to use the same
They will start to view you as
Expert,
the
Authority
goprinciples and methods you have learned from N.E.P.Q.
ing to get them the results they want.
If you have done your work correctly and gone deep into the conversation
with your prospect ... most, if not all objections, will be eliminated during the
engagement stage of the process.
PROSPECT: Yeah that makes sense.
If you do get an objection at this stage, just look at it as a concern. Try to understand
the customer, and put yourself in your customer’s shoes as they determine if what
you’re offering is only a promise of a better future.
YOU: Can you walk me through
you’re
Understand what
that they have
to makecurrently
that commitmentusing
before youfor…
deliver what you
promised. Quite possibly, their objection is nothing more than a request for more
information.
There’s also the possibility that their objection may just be a request for a few simple
changes that they would like to see included in what you have offered them. Perhaps
they want a few changes to the terms of what you are offering.
Objections, or concerns, are sometimes requests for any of the following:
1. The price of the solution you’re offering.
2. The timing of your solution.
3. The follow-up, or how they will be serviced.
4. The quality of what you’re offering ... perhaps they want you to commit more time or
more resources like personnel to meet their needs.
95
3
Objection #45: I don’t want to go into debt.
This objection you will see primarily in the high ticket industry with business opportunity, and/or coaching, and course sales. High ticket of anywhere between $5k-$100k offers. We train a lot of companies in this
space as well. So let’s address this industry-specific so you can see how
it works.
Once again depending on what you sell you can adapt this to your industry too, just a few small tweaks will be needed.
In this example, let’s say you sell affiliate marketing courses that train
people on how to make money online and become a full-time internet
OBJECTIONS
ARE ONLY
marketer. The two biggest problems
people
haveCONCERNS
for this industry are they
want to make more money and they want to have more time, so they are
First of all … we have to realize that an objection is only a concern your prospect has.
It’s not a rejection of YOU.
looking to start their own business.
Now is not the time to REACT .. but most sales people just REACT to an objection.
Unfortunately, at that point many salespeople just fly off the cuff instead of working to
uncover what the objection actually means.
PROSPECT: We really like this but will have to wait until we have the full
Please realize that this is not the time to go back into a selling mode to try to persuade
on why
your solution is good for them. It’s time to use the same
amount. We just don’t wantthem
to with
gological
intofactsany
debt.
principles and methods you have learned from N.E.P.Q.
If you have done your work correctly and gone deep into the conversation
with your
prospect
most, if not all objections, will be eliminated during the
YOU: Can I make a suggestion
on
this...topic?
engagement stage of the process.
If you do get an objection at this stage, just look at it as a concern. Try to understand
the customer, and put yourself in your customer’s shoes as they determine if what
PROSPECT: Sure go ahead.
you’re offering is only a promise of a better future.
Understand that they have to make that commitment before you deliver what you
promised. Quite possibly, their objection is nothing more than a request for more
information.
YOU: I’m a big Dave Ramsey fan, and he talks about how there are two
There’s also the possibility that their objection may just be a request for a few simple
types of debt. There is consumer
and
then
there
debt.
changes thatdebt,
they would
like to see
included
in what is
you business
have offered them.
Perhaps
they want a few changes to the terms of what you are offering.
Are you familiar with what the difference is?
Objections, or concerns, are sometimes requests for any of the following:
PROSPECT: Well not really.
1. The price of the solution you’re offering.
2. The timing of your solution.
3. The follow-up, or how they will be serviced.
4. The quality
of what
you’re
offering credit
... perhaps they
want you
to commit
time or
YOU: Consumer debt is where
you
take
your
card,
you
go more
to the
more resources like personnel to meet their needs.
mall, you buy a new pair of shoes, you buy new clothes, you go buy a
flat-screen jumbo TV, you buy some cool headphones, you buy that fancy
96
3
new car. How many of those things make you money?
PROSPECT: Well none of them.
YOU: Exactly, they just take your money, that’s considered by Dave
Ramsey and other debt experts as bad dead.
YOU: Now good debt according to business owners and investors is taking capital, a loan, credit and injecting it into the business so it can start,
and grow and make you a lot more money. Do you see the difference?
Because without the capital or using credit putting it in, how would you
ever be able to start your own business so you can make more money
OBJECTIONS ARE ONLY CONCERNS
and be able to get out of your job so you have time to be with your family?
(This is a NEPQ™ consequence
question.)
First of all … we have to realize that an objection is only a concern your prospect has.
It’s not a rejection of YOU.
Now is not the time to REACT .. but most sales people just REACT to an objection.
Unfortunately, at that point many salespeople just fly off the cuff instead of working to
uncover what the objection actually means.
Objection #46: I don’t want to commit to
anything.
Please realize that this is not the time to go back into a selling mode to try to persuade
them with logical facts on why your solution is good for them. It’s time to use the same
principles and methods you have learned from N.E.P.Q.
If you have done your work correctly and gone deep into the conversation
with your prospect ... most, if not all objections, will be eliminated during the
engagement stage of the process.
This objection you really could get in any industry. It’s not one of the top
3-4 you will always get but Ifyou
it here
and
there
let’s
address
it.
you dowill
get anget
objection
at this stage,
just look
at it as aso
concern.
Try to
understand
the customer, and put yourself in your customer’s shoes as they determine if what
you’re offering is only a promise of a better future.
that they have to make that commitment before you deliver what you
PROSPECT: I don’t want Understand
to commit
to anything
rightmore
now.
promised.
Quite possibly,
their objection is nothing
than a request for more
information.
YOU: How do you mean?
There’s also the possibility that their objection may just be a request for a few simple
changes that they would like to see included in what you have offered them. Perhaps
they want a few changes to the terms of what you are offering.
Objections, or concerns, are sometimes requests for any of the following:
It’s very important to first clarify
soof the
you
really
understand what they mean
1. The price
solution
you’re offering.
timing of your solution.
by this statement, and most2. The
importantly
understand what their real conThe follow-up,
or how
will be serviced.is not a real objection.
cern is. Saying I don’t want3.to
commit
totheyanything
4. The quality of what you’re offering ... perhaps they want you to commit more time or
There was something you said
or did not ask that is causing uncertainty
more resources like personnel to meet their needs.
in their mind and triggering them to say this to you.
97
3
So let’s find out what that is.
In this example, let’s say you sell recruiting software and services to help
companies recruit good-quality truck drivers to fill their trucks and deliver
goods.
PROSPECT: Well we just want to wait and see what happens.
YOU: That’s not a problem. Can I ask you something though?
PROSPECT: Sure go ahead.
OBJECTIONS ARE ONLY CONCERNS
YOU: How would I be able to communicate to you that you might be
of all … we have to realize that an objection is only a concern your prospect has.
making the wrong decision First
without
you getting upset with me?
It’s not a rejection of YOU.
Now is not the time to REACT .. but most sales people just REACT to an objection.
Unfortunately, at that point many salespeople just fly off the cuff instead of working to
uncover what the objection actually means.
PROSPECT: Oh I wouldn’t get upset, what did you have in mind?
Please realize that this is not the time to go back into a selling mode to try to persuade
them with logical facts on why your solution is good for them. It’s time to use the same
principles and methods you have learned from N.E.P.Q.
YOU: You had mentioned that you wanted to fill 5-10 new trucks a month
If you have done your work correctly and gone deep into the conversation
but you are having a hard time
finding
drivers
which
has caused
with your
prospectstable
... most, if not
all objections,
will be eliminated
during the
engagement stage of the process.
you guys to miss out on loads that are going to your competitors which
do get
an objection
at this stage,
just look at
it as a concern.
Try to understand
you mentioned was costingIftheyou
you
around
XYZ
dollars
every
month.
customer, and put yourself in your customer’s shoes as they determine if what
you’re offering is only a promise of a better future.
Understand that they have to make that commitment before you deliver what you
Quite possibly,
theirtogether
objection is nothing
than a this
request issue,
for more
So is it more risky for you topromised.
get the
funds
tomore
solve
be
information.
able to hire 5-10 high-quality
drivers every month and all those loads start
There’s also the possibility that their objection may just be a request for a few simple
changes that they would like to see included in what you have offered them. Perhaps
going to your company instead
ofa few
your
competitors?
they want
changes
to the terms of what you are offering.
Objections, or concerns, are sometimes requests for any of the following:
Or
1. The price of the solution you’re offering.
2. The timing of your solution.
Is it more risky for you guys to do nothing at all, the problems stay the
4. The quality of what you’re offering ... perhaps they want you to commit more time or
more resources
personnel tomonth
meet their needs.
same, you keep losing all those
loadslike every
and the company revenue keeps stagnating like you said?
3. The follow-up, or how they will be serviced.
98
3
Which is more risky?
Objection #47: I need to ask my mom/brother/
financial advisor/uncle who lives in a van down
by the river.
LOL! In all seriousness, though, you will have people especially if you are
in more of a B2C (business to consumer) sales environment that will give
you this objection.
The key here is understanding that this is a triggered reaction from something you said or did not ask
that has caused
them
to have uncertainty or
OBJECTIONS
ARE ONLY
CONCERNS
fear that it will not work out for them, or they are worried they don’t have
the money for it, so they are
from isanother
First seeking
of all … we havevalidation
to realize that an objection
only a concernsource
your prospecton
has.
It’s not a rejection of YOU.
what they should do.
Now is not the time to REACT .. but most sales people just REACT to an objection.
Unfortunately, at that point many salespeople just fly off the cuff instead of working to
uncover what the objection actually means.
Pleasebut
realize Ithat
this is notI the
time to go
into a
to try toand
persuade
PROSPECT: I really like this
think
need
toback
talk
toselling
mymode
mom
them with logical facts on why your solution is good for them. It’s time to use the same
principles and
haveIlearned
fromI N.E.P.Q.
see what she thinks. Or, I really
likemethods
thisyoubut
think
should talk to my financial advisor and see whatIf you
she
thinks I should do.
have done your work correctly and gone deep into the conversation
with your prospect ... most, if not all objections, will be eliminated during the
engagement stage of the process.
In this example, let’s say you
which
lowers
power
bills
If yousell
do get solar
an objection
at this stage,
just look atpeople’s
it as a concern. Try
to understand
the customer, and put yourself in your customer’s shoes as they determine if what
and after 25 years they don’t
even
anymore.
you’re
offering ispay
only a promise
of a better It’s
future. like owning your own
Understand
haveyears
to make that
commitment before
deliver whatyour
you
home and getting the loan paid
offthatinthey25
compared
toyourenting
promised. Quite possibly, their objection is nothing more than a request for more
information.
home for the rest of your life.
There’s also the possibility that their objection may just be a request for a few simple
changes that they would like to see included in what you have offered them. Perhaps
they want a few changes to the terms of what you are offering.
YOU: Yeah that’s not a problem. How does your mom feel about you
or concerns, are sometimes requests for any of the following:
putting solar in so you can Objections,
save money
on your utilities every month and
1. The price of the solution you’re offering.
eventually not even have a bill anymore?
2. The timing of your solution.
3. The follow-up, or how they will be serviced.
(See how I am tying in them
purchasing
what
offering
what
the
4. The
quality of what you’re
offering I... am
perhaps
they want youwith
to commit
more time
or
more resources like personnel to meet their needs.
prospect wants which is to save money on the bill and eventually not
have a bill anymore?)
99
3
PROSPECT: Well I think she would want me to do it.
YOU: But what happens if you go to her and she doesn’t want you to put
solar in. Your electricity bill keeps going up 5-6% every year, and you end
up paying it for the rest of your life?
PROSPECT: Well I really value her opinion.
YOU: Does she have solar installed for her home?
PROSPECT: No she doesn’t.
OBJECTIONS ARE ONLY CONCERNS
YOU: Does she want to keep having to pay her utility bills that keep goFirst of all … we have to realize that an objection is only a concern your prospect has.
ing up 5-6% a year?
It’s not a rejection of YOU.
Now is not the time to REACT .. but most sales people just REACT to an objection.
Unfortunately, at that point many salespeople just fly off the cuff instead of working to
uncover what the objection actually means.
PROSPECT: Well of course not she wouldn’t want to keep paying higher
Please realize that this is not the time to go back into a selling mode to try to persuade
bills.
them with logical facts on why your solution is good for them. It’s time to use the same
principles and methods you have learned from N.E.P.Q.
you have done your work correctly and gone deep into the conversation
YOU: So if she doesn’t wantIfwith
toyour
keep
paying
her
high utility
bills why
prospect
... most, if not
all objections,
will be eliminated
during the
engagement stage of the process.
would she want her own daughter to have to keep paying them?
If you do get an objection at this stage, just look at it as a concern. Try to understand
the customer, and put yourself in your customer’s shoes as they determine if what
you’re offering is only a promise of a better future.
PROSPECT: Yeah makesUnderstand
sense.
I don’t see why should we want me to
that they have to make that commitment before you deliver what you
Quite possibly, their objection is nothing more than a request for more
have to keep paying those promised.
forever.
information.
There’s also the possibility that their objection may just be a request for a few simple
changes that they would like to see included in what you have offered them. Perhaps
they want a few changes to the terms of what you are offering.
YOU: Do you feel this could be the answer for you?
Objections, or concerns, are sometimes requests for any of the following:
The price of the solution you’re offering.
You just helped her diffuse 1.that
objection then you simply ask a commit2. The timing of your solution.
ment question (AKA closing)
and you wrap the sale up!
3. The follow-up, or how they will be serviced.
4. The quality of what you’re offering ... perhaps they want you to commit more time or
more resources like personnel to meet their needs.
100
3
Objection #48: Is this a scam?
This is an objection you will see a lot of if you sell anything that has to do
with making money on the Internet, network marketing, and/or business
opportunities.
In this example, let’s say you sell a network marketing opportunity. So
you have to recruit people and get them to buy your company’s products
if you want to really succeed in that industry. The problems you solve for
people are helping them start a business with a low upfront cost and low
overhead. Helps them make more money and have more time with their
family, etc.
CONCERNS
PROSPECT: My friend at OBJECTIONS
church saidARE
thisONLY
is a scam.
First of all … we have to realize that an objection is only a concern your prospect has.
YOU: How do you mean? It’s not a rejection of YOU.
Now is not the time to REACT .. but most sales people just REACT to an objection.
Unfortunately, at that point many salespeople just fly off the cuff instead of working to
uncover what the objection actually means.
PROSPECT: Well she said
that
she
tried
one
these
things
before
and
Please
realize
that this
is not the
time toof
go back
into a selling
mode to
try to persuade
them with logical facts on why your solution is good for them. It’s time to use the same
she didn’t make any money.
principles and methods you have learned from N.E.P.Q.
If you have done your work correctly and gone deep into the conversation
with your prospect ... most, if not all objections, will be eliminated during the
engagement stage of the process.
YOU: What did she actually try just so I understand?
If you do get an objection at this stage, just look at it as a concern. Try to understand
the customer, and put yourself in your customer’s shoes as they determine if what
you’re offering is only a promise of a better future.
PROSPECT: She joined some MLM named __________.
Understand that they have to make that commitment before you deliver what you
promised. Quite possibly, their objection is nothing more than a request for more
information.
YOU: Oh yeah I have heard
of that company, seems like they have thouThere’s also the possibility that their objection may just be a request for a few simple
changes
would
like toare
see included
in what you have
offered
them. Perhaps
sands involved so there must
bethatathey
ton
that
successful
for
them
to be
they want a few changes to the terms of what you are offering.
that big of a company. What do you think held your friend back from havObjections, or concerns, are sometimes requests for any of the following:
ing success if there were others
getting results?
1. The price of the solution you’re offering.
2. The timing of your solution.
PROSPECT: Well I am not3. The
sure
why
she
didn’t
do well I would have to
follow-up,
or how
they will
be serviced.
4. The quality of what you’re offering ... perhaps they want you to commit more time or
ask her.
more resources like personnel to meet their needs.
YOU: Is your friend extremely wealthy as well?
101
3
PROSPECT: Oh no, not at all, I would say middle class probably at best.
YOU: Can I make a suggestion?
PROSPECT: Sure go ahead.
YOU: Have you ever considered that if you take financial advice from
people who have no experience running a business and are not wealthy
themselves that it might prevent you from starting your own business and
having financial freedom in your life?
PROSPECT: Well I’ve never
thought about
thatCONCERNS
in that way, I see where
OBJECTIONS
ARE ONLY
you are coming from.
First of all … we have to realize that an objection is only a concern your prospect has.
It’s not a rejection of YOU.
YOU: Well you tell me are Now
you
going
toREACT
be.. but
more
successful
inanbusiis not
the time to
most sales
people just REACT to
objection.
Unfortunately, at that point many salespeople just fly off the cuff instead of working to
ness taking advice from your
friend
or
someone
who is not successful or
uncover
what the
objection
actually means.
Please realize that this is not the time to go back into a selling mode to try to persuade
wealthy themselves?
them with logical facts on why your solution is good for them. It’s time to use the same
principles and methods you have learned from N.E.P.Q.
If you have
done
work correctly and gone
deep into the
conversation
Or taking advice from someone
who
isyoursuccessfully
running
the
same
with your prospect ... most, if not all objections, will be eliminated during the
engagement
stage ofwith
the process.
business you’re wanting to get
involved
and making __________of
dollars a year?
If you do get an objection at this stage, just look at it as a concern. Try to understand
the customer, and put yourself in your customer’s shoes as they determine if what
you’re offering is only a promise of a better future.
Understand that they have to make that commitment before you deliver what you
Which person is going to help
you
make
the
most
money?
promised.
Quite
possibly, their
objection
is nothing
more than a request for more
information.
There’s also the possibility that their objection may just be a request for a few simple
changes that they would like to see included in what you have offered them. Perhaps
they want a few changes to the terms of what you are offering.
PROSPECT: Well of course I would be way more successful taking advice from a successful person.
Objections, or concerns, are sometimes requests for any of the following:
1. The price of the solution you’re offering.
2. The taking
timing of your
solution.
YOU: Yeah I mean that’s like
advice
from a friend who’s been di3. The follow-up,
or how
be serviced.
vorced four times on what you
should
dotheyinwillyour
relationship? How suc4. The quality of what you’re offering ... perhaps they want you to commit more time or
cessful would you be?
more resources like personnel to meet their needs.
PROSPECT: Hahaha that’s so true…
102
3
Objection #49: I just have this fear that it won’t
work out for me.
In many industries, you will hear this objection quite a bit.
Remember, all selling is, is CHANGE. It’s about how good you are at getting your prospects to view in their mind that by changing their situation
(purchasing your solution) so they can solve their problems and get what
they want is far LESS RISKY than them doing nothing at all, the problems
stay the same, and nothing ever changes.
So whether they want something better or are trying to get away from
PAIN, it’s all about CHANGE.
OBJECTIONS ARE ONLY CONCERNS
of all … we have
to realize that
an objection do
is only not
a concern
your prospect
has.
Now here is your problem First
though,
human
beings
like
change
It’s not a rejection of YOU.
even though they say they
do. It makes us feel unsettled and uncomNow is not the time to REACT .. but most sales people just REACT to an objection.
at that point many salespeople just fly off the cuff instead of working to
fortable especially when it’sUnfortunately,
initiated
by salespeople ready to pitch their
uncover what the objection actually means.
products or services within Please
10 seconds
ofthemeeting
ainto
prospect.
realize that this is not
time to go back
a selling mode to try to persuade
them with logical facts on why your solution is good for them. It’s time to use the same
principles and methods you have learned from N.E.P.Q.
Human behavior shows that we value tradition, consistency, and someIf you have done your work correctly and gone deep into the conversation
yourdon’t
prospect like
... most,itif not
all objections,
be eliminated
during the
thing that is familiar even ifwith
we
that
muchwill
over
something
engagement stage of the process.
that is new and foreign to us.
If you do get an objection at this stage, just look at it as a concern. Try to understand
the customer, and put yourself in your customer’s shoes as they determine if what
you’re offering is only a promise of a better future.
It’s your job as the sales professional to help them overcome their fear so
Understand that they have to make that commitment before you deliver what you
promised.
Quite problems,
possibly, their objection
is nothing
than athey
request for
more
they can move forward, solve
their
and
getmore
what
want.
information.
There’s also the possibility that their objection may just be a request for a few simple
changes that they would like to see included in what you have offered them. Perhaps
they want a few changes to the terms of what you are offering.
PROSPECT: I just have this fear that this won’t work out for me.
YOU: What do you mean you fear it won’t work out?
Objections, or concerns, are sometimes requests for any of the following:
1. The price of the solution you’re offering.
2. The timing of your solution.
PROSPECT: Well in the past,
with the resorts we have used, we’ve had
3. The follow-up, or how they will be serviced.
problems with check-ins and
our dinner service.
4. The quality of what you’re offering ... perhaps they want you to commit more time or
more resources like personnel to meet their needs.
NEW MODEL SALESPERSON: How do you mean exactly?
103
3
PROSPECT: It’s really just the timing. I cannot fly all of our employees
in between 2:30 and 5:00 pm for check-in so they can be ready for the
welcome reception by 6:30. We really have to have some rooms ready by
noon or 1 p.m. The employees get upset when they get to the check-in
counter and their rooms are not ready.
NEW MODEL SALESPERSON: Can you tell me how this affects you
when this happens?
PROSPECT: Well, everyone starts calling me, then my boss jumps me.
It happened a few months ago and I thought I might lose my job.
NEW MODEL SALESPERSON: How did that make you feel?
ARE ONLY CONCERNS
PROSPECT: Devastated, OBJECTIONS
to say the least.
I have a family to take care of
so I can’t lose my job.
First of all … we have to realize that an objection is only a concern your prospect has.
It’s not a rejection of YOU.
Now is not the time to REACT .. but most sales people just REACT to an objection.
NEW MODEL SALESPERSON:
So this is important to you to get it
Unfortunately, at that point many salespeople just fly off the cuff instead of working to
uncover what the objection actually means.
right?
Please realize that this is not the time to go back into a selling mode to try to persuade
them with logical facts on why your solution is good for them. It’s time to use the same
principles and methods you have learned from N.E.P.Q.
PROSPECT: Oh, you have no idea.
If you have done your work correctly and gone deep into the conversation
with your prospect ... most, if not all objections, will be eliminated during the
engagement stage of the process.
YOU: You had also mentioned you were concerned about the dinner service. Can you tell me more Ifabout
you do get that?
an objection at this stage, just look at it as a concern. Try to understand
the customer, and put yourself in your customer’s shoes as they determine if what
you’re offering is only a promise of a better future.
Understand
that they
have to
make that commitment
before you deliverrecepwhat you
PROSPECT: We usually have
over
500
people
at the welcome
promised. Quite possibly, their objection is nothing more than a request for more
information.get served cold food. It causes those
tion. Usually, the last 8-10 tables
also the possibility that their objection may just be a request for a few simple
tables to get really upset. There’s
changes that they would like to see included in what you have offered them. Perhaps
they want a few changes to the terms of what you are offering.
YOU: Does it have an impact
on you
when
that happens?
Objections,
or concerns,
are sometimes
requests for any of the following:
1. The price of the solution you’re offering.
timinghave
of your solution.
PROSPECT: Yes it does. 2.I The
then
to go in crisis mode and help calm
3. The follow-up, or how they will be serviced.
them down when I should be
directing my attention to the after-dinner
4. The quality of what you’re offering ... perhaps they want you to commit more time or
event.
more resources like personnel to meet their needs.
104
3
YOU: That makes sense. Tell me, what other points of concern do you
have?
PROSPECT: I don’t really have any other concerns. We just need to
make sure it’s well planned out and then executed.
YOU: I can show you how our hotel operations can be tailored to your
schedule if you’d like. Would that possibly take some pressure off of you?
PROSPECT: Wow, it sure would. When can we do that?
And just like that, POOF, the fear, the objection is gone!
OBJECTIONS ARE ONLY CONCERNS
Objection #50: It sounds too good to be true.
First of all … we have to realize that an objection is only a concern your prospect has.
It’s not a rejection of YOU.
Now is not the time to REACT .. but most sales people just REACT to an objection.
This is just another fear-based
objection
will see
inoffseveral
Unfortunately,
at that pointyou
many salespeople
just fly
the cuff insteadindustries
of working to
uncover what the objection actually means.
especially if you sell some type of product or service or training program
Please realize that this is not the time to go back into a selling mode to try to persuade
with logical
facts on
why your solution
is good
for them.
It’s time
to use the
that teaches people how tothem
make
more
money.
This
one
will
come
upsame
freprinciples and methods you have learned from N.E.P.Q.
quently.
If you have done your work correctly and gone deep into the conversation
with your prospect ... most, if not all objections, will be eliminated during the
engagement stage of the process.
PROSPECT: Well it just sounds too good to be true.
If you do get an objection at this stage, just look at it as a concern. Try to understand
the customer, and put yourself in your customer’s shoes as they determine if what
you’re offering is only a promise of a better future.
YOU: Well would you like us to make it harder for you?
Understand that they have to make that commitment before you deliver what you
promised. Quite possibly, their objection is nothing more than a request for more
information.
PROSPECT: (Most will laugh) Oh don’t get me wrong but when I was
There’s also the possibility that their objection may just be a request for a few simple
a kid my granddad would always
“If like
it tosounds
to bethem.
true
it
changes thatsay,
they would
see included too
in whatgood
you have offered
Perhaps
they want a few changes to the terms of what you are offering.
probably is.”
Objections, or concerns, are sometimes requests for any of the following:
1. The price of the solution you’re offering.
YOU: Can I ask you something?
2. The timing of your solution.
3. The follow-up, or how they will be serviced.
YOU: That saying “if it sounds
too good to be true it probably is” where
4. The quality of what you’re offering ... perhaps they want you to commit more time or
resources like personnel
to meet their
needs.
do you think that came from,more
someone
that was
extremely
rich or someone that was poor?
105
3
PROSPECT: I’m not sure maybe someone that was poor?
YOU: Exactly someone that was poor. So if we take advice from poor
people, what type of (financial) results do you think we are going to get in
our own lives?
PROSPECT: Well I guess the same results they are getting.
YOU: Do you want to change that?
PROSPECT: Yeah I have to change.
YOU: Well you don’t have to. I mean why do this now, why not push it
down the road like unsuccessful people would?
OBJECTIONS ARE ONLY CONCERNS
PROSPECT: Oh I’m not going to be like them.
First of all … we have to realize that an objection is only a concern your prospect has.
It’s not a rejection of YOU.
is not the time to REACT .. but most sales people just REACT to an objection.
YOU: What would prevent Now
it from
working out if it’s working for all of our
Unfortunately, at that point many salespeople just fly off the cuff instead of working to
uncover what the objection actually means.
other clients though? (Notice
how I’m seeding that it’s working for our othPlease realize that this is not the time to go back into a selling mode to try to persuade
er clients here, which shows
stability,
and
shows
you
results
your
them
with logical facts
on why
your solution
is goodget
for them.
It’s time to for
use the
same
principles and methods you have learned from N.E.P.Q.
clients.)
If you have done your work correctly and gone deep into the conversation
with your prospect ... most, if not all objections, will be eliminated during the
engagement stage of the process.
PROSPECT: Well I’m worried that XYZ might not work for … (and now
they tell you what they feel Ifwouldn’t
work,at this
which
could
be
a multitude
of
you do get an objection
stage, just
look at it as
a concern.
Try to understand
the customer, and put yourself in your customer’s shoes as they determine if what
different things depending on
what
sell).of a better future.
you’re
offering isyou
only a promise
Understand that they have to make that commitment before you deliver what you
promised. Quite possibly, their objection is nothing more than a request for more
information.
In this example, let’s say you sell a training program that teaches people
also the possibility that their objection may just be a request for a few simple
how to start an e-commerceThere’s
business
where they can make more money
changes that they would like to see included in what you have offered them. Perhaps
they want a few changes to the terms of what you are offering.
and have more time.
Objections, or concerns, are sometimes requests for any of the following:
1. The price
of the solution
you’re offering.
PROSPECT: I’m worried this
might
not work
out.
2. The timing of your solution.
follow-up, or how they will be serviced.
YOU: What would prevent 3.itThefrom
working out if it’s working for all of our
4. The quality of what you’re offering ... perhaps they want you to commit more time or
other clients?
more resources like personnel to meet their needs.
PROSPECT: Well I bought something like this a few years ago and they
106
3
made all these promises but never came through at the end, and I lost a
bunch of money.
YOU: Oh that’s no bueno, what type of training program did you actually
go through?
PROSPECT: It was the ABC program with Tom Smith.
YOU: Oh okay yeah I’ve heard of that. I think I’ve seen some of their advertisements on Facebook and saw a few testimonials. Were there other
people having success using that?
PROSPECT: Well I think, I mean I read several testimonials when I was
looking at it.
OBJECTIONS ARE ONLY CONCERNS
YOU: So if others were having success, what do you think held you back
First of all … we have to realize that an objection is only a concern your prospect has.
It’s not a rejection of YOU.
from having the same results?
Now is not the time to REACT .. but most sales people just REACT to an objection.
Unfortunately, at that point many salespeople just fly off the cuff instead of working to
uncover what the objection actually means.
PROSPECT: Well I know others were doing well with it, but I just didn’t
Please realize that this is not the time to go back into a selling mode to try to persuade
feel that when I had questions
I could
get
ayour
hold
ofis good
someone
who
them with
logical facts
on why
solution
for them. It’s time
to usecould
the same
principles and methods you have learned from N.E.P.Q.
help me, and at the same time I had just had our second child and life got
If you have done your work correctly and gone deep into the conversation
really busy.
with your prospect ... most, if not all objections, will be eliminated during the
engagement stage of the process.
YOU: Okay so they weren’tIf youreally
you
thejusthands-on
help,
so the
do get angiving
objection at
this stage,
look at it as a concern.
Try to understand
the customer, and put yourself in your customer’s shoes as they determine if what
hands-on help is the most important
toa promise
you ofthen?
you’re offering is only
a better future.
Understand that they have to make that commitment before you deliver what you
promised. Quite possibly, their objection is nothing more than a request for more
information.
PROSPECT: Yes for sure.
There’s also the possibility that their objection may just be a request for a few simple
changes that they would like to see included in what you have offered them. Perhaps
they want a few changes to the terms of what you are offering.
YOU: You also mentioned that at the same time you had your second
child and life got too busy. So
whyor look
atarechanging
your
situation
now,
Objections,
concerns,
sometimes requests
for any
of the following:
The price
of the
solution you’re
offering. now rather than just
because I’m assuming you1.are
still
busy,
so why
The timing
of your solution.
pushing this down the road2.like
unsuccessful
people would?
3. The follow-up, or how they will be serviced.
4. The quality of what you’re offering ... perhaps they want you to commit more time or
PROSPECT: Oh no we have
do something
it’s gotten to that
moreto
resources
like personnel to meetnow,
their needs.
point.
107
3
Objection #51: Can you just give this to me
for free, and once I make money I will pay you
back?
Now, this objection you will only get in certain industries, especially if you
sell anything that is a service, training, or product that helps the prospect
make money.
Examples:
● If you sell trading software that trains you to trade to make money.
● If you sell leads to people to help them make more sales.
● If you sell real estate education to help people make money in real
estate.
OBJECTIONS ARE ONLY CONCERNS
● If you sell e-commerce or Amazon SBA courses that teach you how
to make money online.First of all … we have to realize that an objection is only a concern your prospect has.
It’s not a rejectionopportunity.
of YOU.
● If you sell a network marketing
Now is not the time to REACT .. but most sales people just REACT to an objection.
Unfortunately, at that point many salespeople just fly off the cuff instead of working to
uncover what the objection actually means.
PROSPECT: If this is so good,
then why don’t you guys just let me have
Please realize that this is not the time to go back into a selling mode to try to persuade
them with logical facts on why your solution is good for them. It’s time to use the same
the software for free and then
once I make money I will pay you back with
principles and methods you have learned from N.E.P.Q.
interest.
If you have done your work correctly and gone deep into the conversation
with your prospect ... most, if not all objections, will be eliminated during the
engagement stage of the process.
YOU: Help me understand, how would the owners be willing to give away
do get an objection at this stage, just look at it as a concern. Try to understand
something that gives clientsIftheyou
that
type of skill level to become full-time
customer, and put yourself in your customer’s shoes as they determine if what
you’re offering is only a promise of a better future.
traders and leave their jobs?
Understand that they have to make that commitment before you deliver what you
promised. Quite possibly, their objection is nothing more than a request for more
information.
PROSPECT: Well I’m not There’s
sure,
if it’sthatthat
goodmay
why
just
it
alsobut
the possibility
their objection
just benot
a request
for agive
few simple
changes that they would like to see included in what you have offered them. Perhaps
away and then let us pay them
back?
they want
a few changes to the terms of what you are offering.
Objections, or concerns, are sometimes requests for any of the following:
YOU: Can I make a suggestion?
1. The price of the solution you’re offering.
2. The timing of your solution.
3. The follow-up, or how they will be serviced.
PROSPECT: Sure go ahead.
4. The quality of what you’re offering ... perhaps they want you to commit more time or
more resources like personnel to meet their needs.
YOU: Have you ever considered that way of thinking where someone
108
3
should just give you something extremely valuable that helps you make
more money… for free… has kept you financially exactly where you’re at
in your life?
PROSPECT: I guess it could have…
YOU: Yeah because how could we force someone to follow what we
teach them to do and then hope and pray that they even pay us back
after they start making money? A client could go out and make a bunch of
money from what we train them and never even pay us back. There is no
way we could force them to pay us back. They could just steal all of the
training and we could do nothing about it.
How are you going to overcome
that way
thinking
so you can move
OBJECTIONS
AREofONLY
CONCERNS
forward, learn to trade, and start making more money so you don’t have
to stay in your job forever? First of all … we have to realize that an objection is only a concern your prospect has.
It’s not a rejection of YOU.
Now is not the time to REACT .. but most sales people just REACT to an objection.
Unfortunately, at that point many salespeople just fly off the cuff instead of working to
uncover what the objection actually means.
PROSPECT: I know I need to do something different.
Please realize that this is not the time to go back into a selling mode to try to persuade
them with logical facts on why your solution is good for them. It’s time to use the same
principles and methods you have learned from N.E.P.Q.
YOU: What happens if you don’t though, if you just stay in the same job,
same income the next 5-10-15
If you years?
have done your work correctly and gone deep into the conversation
with your prospect ... most, if not all objections, will be eliminated during the
engagement stage of the process.
PROSPECT: OMG yeah that
would
not atbe
good.
If you do
get an objection
this stage,
just look at it as a concern. Try to understand
the customer, and put yourself in your customer’s shoes as they determine if what
you’re offering is only a promise of a better future.
they have to make that commitment before you deliver what you
YOU: So the question just Understand
comesthatdown
to this, is it more risky for you to
promised. Quite possibly, their objection is nothing more than a request for more
get the funding together to information.
invest into the trading platform, you learn the
There’s also the possibility that their objection may just be a request for a few simple
skills and you start making changes
way that
more
money?
they would
like to see included in what you have offered them. Perhaps
they want a few changes to the terms of what you are offering.
Or …
Objections, or concerns, are sometimes requests for any of the following:
1. The price of the solution you’re offering.
2. The timing of your solution.
Is it more risky for you to do3. The
nothing
at all, stay in the status quo, probfollow-up, or how they will be serviced.
lems stay the same and nothing
ever
4. The quality
of whatchanges?
you’re offering ... perhaps they want you to commit more time or
more resources like personnel to meet their needs.
Which is more risky?
109
3
OBJECTIONS ARE ONLY CONCERNS
First of all … we have to realize that an objection is only a concern your prospect has.
It’s not a rejection of YOU.
Now is not the time to REACT .. but most sales people just REACT to an objection.
Unfortunately, at that point many salespeople just fly off the cuff instead of working to
uncover what the objection actually means.
Please realize that this is not the time to go back into a selling mode to try to persuade
them with logical facts on why your solution is good for them. It’s time to use the same
principles and methods you have learned from N.E.P.Q.
If you have done your work correctly and gone deep into the conversation
with your prospect ... most, if not all objections, will be eliminated during the
engagement stage of the process.
Ready to take your career
to the next level and be a
If you do get an objection at this stage, just look at it as a concern. Try to understand
the customer, and put yourself in your customer’s shoes as they determine if what
you’re offering is only a promise of a better future.
SALES LEGEND?
Understand that they have to make that commitment before you deliver what you
promised. Quite possibly, their objection is nothing more than a request for more
information.
There’s also the possibility that their objection may just be a request for a few simple
changes that they would like to see included in what you have offered them. Perhaps
they want a few changes to the terms of what you are offering.
Learn the new
model of selling that works
Objections, or concerns, are sometimes requests for any of the following:
with human 1.behaviour
that gets you the best
The price of the solution you’re offering.
results and start selling more of your solution by
2. The timing of your solution.
joining the
Joining
the Sales
Sales Revolution
Revolution FB
FB Group!
Group!
3. The follow-up, or how they will be serviced.
4. The quality of what you’re offering ... perhaps they want you to commit more time or
more resources like personnel to meet their needs.
go.7thlevelcommunications.com/group
https://www.facebook.com/groups/salesrevolutiongroup
110
3