Jacquie Tewes
By Jacquie Tewes (Sales Results Australia)
When making appointments over the phone, we all get objections like:
- “Can you send me something in the mail?”
- “Not now.”
- “I’m too busy.”
These are understandable from the client’s perspective.
However, if we keep agreeing that their objection is OK and that we’ll come back to them later (in a few months) or send them something, how are we ever going to get in front of enough people? After all, it’s much easier to influence someone and understand their needs when you are face to face with them.
Remember that these objections are the clients’ best rehearsed tactics designed to put the average salesperson off (even if they need what you have and perhaps don’t yet realize it).
If you are going to help your client, you’ll need to implement your carefully rehearsed tactics as well!
Here are a few simple phrases you can use to move the appointment closer – not further away. Firstly, show you genuinely care and be empathic to their situation. Using your voice to be as friendly and surprised-sounding – go into one of the most suitable responses as below:
Objection 1: “Can you send me something in the mail?”
– “I could send you something, but given you possibly already have a lot in your InBox, it would probably be quicker if I took you through it. Would you have a few minutes free in the next week or two?”
– “I understand. How about if I talk to your Executive Assistant and schedule in a few minutes when you are less busy?”
Objection 2/3: “Not now.” or “I’m too busy.”
– “That’s a shame! We have a great special offer which only lasts for two weeks and it is based on meeting you first!”
– “What time do you start? I can meet you then and bring some tea or coffee with me?”
– “I have a few meetings in your area on xxx day and xxx day, could we spend a few minutes then? I can bring some relevant examples (or samples) for you”
– “When do you think things will slow down a bit?” If they say two weeks, then you can offer to set up a time then. If they say two months – “Oh, that’s a shame as our service could really help you with that. How about just a quick 5 mins so I can introduce myself?”
– “As I’m in the area on a regular basis, how about I give you a call when I’m there around 2 weeks time? When usually is the best time for you?”
– “It sounds like you are very busy! I find that sometimes its easier to schedule a time in advance, now that you are on the phone. Is your Calendar open? How are you placed for next week or the week after?”
If you have no luck in overcoming their objections, you can always send them something small in the mail to get the relationship started.
It is important that if you can’t schedule a meeting, at least schedule a follow up. This way, you begin to build the relationship, wear down their resistance to you and they start to feel that you must be OK if you do keep following up!
Jacquie’s business is ‘Sales Results Australia’. It is designed to assist businesses generate enthusiasm and passion to massively increase in cash-flows. Jacquie is an experienced Business Development Manager, Trainer and Coach – specialising in the Canberra marketplace. Her industry expertise includes sales to Federal and State Government, Banking, Healthcare and management of Community Services. She has direct experience in driving sales growth, managing relationships and overseeing service delivery. She graduated with a BA (Community Education and Management) in December 2009 from University of Canberra, has a Cert IV in Training and Assessment, Cert III in Financial Services, Certificates in Business Administration and Human Resources. She is a passionate and experienced Sales Coach – having worked with staff at Inital Healthcare and the Commonwealth Bank.
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