Good evening. I have been blogging about calls for the past 2 weeks and thought I'd touch a little on objections. I will warn you that right now I blog about some pretty basic phone concepts that most of you know. Over several months I have met with a lot of agents and find that sometimes they have missed focus on the basics. So, I took it upon myself to write some blogs about it. I'll move on to more helpful information to everyone as I continue writing.
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Objections should come up during most telephone conversations with a prospect. Believe it or not, when objections are raised you should recognize this as good news. Here is why:
- Objections are a necessary part of the sale process. If you never ask for anything, you will rarely receive an objection.
- Objections show that the prospect has an interest. If they say, "the price of the home is too high" what they are really saying is that they are in the market for a home. If they were not interested in purchasing, why would the price make a difference?
- You should already know what objections are likely to come up before they are voiced. There are only a limited number of objections - price, location, and loyalty, to name a few.
Your response to an objection should follow as part of the sales process. You should never argue and claim that the objection is unfounded (such as, "the price is not too high - it is a bargain"). If they feel the price is too high, then this is their reality. You will not change their mind by arguing. As a matter of fact, the best way to overcome an objection is to show empathy for the objection. "I agree that $$$$ sounds like a lot of money."
Questions, once again, are the key. You need to find out where they are coming from regarding this objection. For example, for the price objection you might ask - "what kind of payment were you looking for?" or, "do you know what the monthly payment would be in that price range?"
Many times the objection they raise is not the real objection. You must probe to isolate and uncover the real objection so that you can meet their needs. Perhaps they are objecting to anything over a $1500 monthly payment. If that is the case, now you have the information necessary to meet their needs and move forward from the objection.
If you have a specific objection that you hear and would like some helpful suggestions on overcoming that objection, let me know and I'll be happy to talk with you. I am sure that other members of AR will provide some feedback as well. Remember to use your resources!!
Stay tuned for future blogs. Not sure what I'll cover next, but I am sure I'll write again.
Make every day great!
John Cannata - Reliant Mortgage
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