This post came from heaven... I was actually going through this thought process today because of having to reach out to old partners that stopped relations with us. Respark attractions sort of speak.
I think from this post the most important is the Discover section
DISCOVER
“It seems like we really let you down.”
“If it’s not asking too much what happened?”
“How are you handling X today?”
“How’s it going?”
“What do you like about X?”
Would love to see how y'all approach this differently.
“We used you before & had a bad experience.”
What do you say?
Most salespeople try to overcome this “objection” by saying something like this:
“That’s exactly why I called Beth. I want to schedule 30 minutes to learn what happened. Are you available Thursday?”
Really? Is that “exactly why you called”?
Statements like these make prospects want to take a shower because they can smell your commission breath.
This isn’t an objection, it’s your prospect’s truth.
When you treat a truth like an objection, you piss people off because they don’t feel heard.
Selling is about persuading.
It’s not you job to talk people into things.
Shift from persuading to understanding.
Like this:
“We used you before and had a bad experience?”
DEFUSE
“I’m sorry a bad experience? (With a slight up tone as if to say tell me more.)
DISCOVER
“It seems like we really let you down.”
“If it’s not asking too much what happened?”
“How are you handling X today?”
“How’s it going?”
“What do you like about X?”
DISCUSS
(If things have changed)
“Would you be opposed to seeing what’s changed to see if there are opportunities beyond what you have now to X?”
(If things haven’t changed)
“Would it be okay to let you know if we ever resolve this?”
Knowing how to make people feel heard is a superpower.
What do you say?
Most salespeople try to overcome this “objection” by saying something like this:
“That’s exactly why I called Beth. I want to schedule 30 minutes to learn what happened. Are you available Thursday?”
Really? Is that “exactly why you called”?
Statements like these make prospects want to take a shower because they can smell your commission breath.
This isn’t an objection, it’s your prospect’s truth.
When you treat a truth like an objection, you piss people off because they don’t feel heard.
Selling is about persuading.
It’s not you job to talk people into things.
Shift from persuading to understanding.
Like this:
“We used you before and had a bad experience?”
DEFUSE
“I’m sorry a bad experience? (With a slight up tone as if to say tell me more.)
DISCOVER
“It seems like we really let you down.”
“If it’s not asking too much what happened?”
“How are you handling X today?”
“How’s it going?”
“What do you like about X?”
DISCUSS
(If things have changed)
“Would you be opposed to seeing what’s changed to see if there are opportunities beyond what you have now to X?”
(If things haven’t changed)
“Would it be okay to let you know if we ever resolve this?”
Knowing how to make people feel heard is a superpower.
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