Closers Only -- Rebuttle Game / Training --

331 replies
Ok this is what i want to do. Since it appears as if there is more and more
people in this forum dabbling into Cold calling.

First, Congratulations, Second, lets stop dabbling, lets get real.

Traditionally when you have had a sales room, before the morning shift,
there would be a meeting were everyone would gather in a circle,
and practice there pitch, and rebuttals. ( out loud so everyone
can hear and critique them )

This did a few things, First, it got the MOJO flowing, second it woke people up got them thinking, it also, helped hammer home the importance of memorizing the script, and it also allowed for everyone to learn the other sales peoples, sales tactics.

This is some thing that works wonders for motivation as well as learning.

I want to try and recreate that here.

Since there are a million different things being sold here,
lets leave out the pitch part, and just do questions and rebuttals.



Rules:

Anybody can leave a question, then anybody, can leave what they would say as the rebuttal. ( quote the question so we don't have confusion )

After you answer a rebuttal. Please leave another question for some one else to answer / rebut.

---------
NO BULLSH** hypothetical questions. ONLY ask questions you have been asked.

NO BULLSH** hypothetical responses. ONLY drop a rebuttal if you have used it.
---------

The idea is for this thread to become a place for people to print out
the responses that best fit them, and pin them to the wall of their workstation.

If this goes halfway decent, i am hoping for 5 - 10 different rebuttals per question that would be a HUGE help to some people.


*This thread is to help learn phone sales. Please don't leave comments
that are negative to phone sales.
#closers #game #rebuttle
  • Profile picture of the author kenmichaels
    Ill start with the first question

    I already have a website, it doesn't make me any money now, so why should i bother with buying a mobile website.
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    • Profile picture of the author ewenmack
      Originally Posted by kenmichaels View Post

      Ill start with the first question

      I already have a website, it doesn't make me any money now, so why should i bother with buying a mobile website.
      "I'm pleased you brought this question up Ken...

      If you were to buy one, what would it need to do for you,
      and how much would you expect to pay for it?"

      --------------------------------------------------------

      Ewen
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      • Profile picture of the author mojo1
        Originally Posted by ewenmack View Post

        "I'm pleased you brought this question up Ken...

        If you were to buy one, what would it need to do for you,
        and how much would you expect to pay for it?"

        --------------------------------------------------------

        Ewen
        This answer deserves more than a thanks but a heck yeah, thanks!

        It's a very smooth, non aggressive answer that almost just hits them over the head without them seeing the hammer coming.
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    • Profile picture of the author gdale19
      Originally Posted by kenmichaels View Post

      Ill start with the first question

      I already have a website, it doesn't make me any money now, so why should i bother with buying a mobile website.
      Did you build your site to make money? How long have you had this site that does not make money? (He is probably going to say 2 years or so) Just so I understand, you built a site to make money 2 years ago and you did not make any money with it, who's fault is that?

      My question: I get the objection all day, he's not in. Some back ground: I sell marketing, SEO, websites and advertising to attorneys nationwide.
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      • Profile picture of the author Rus Sells
        Sorry, but you are basically calling them a failure. Bad form, I'd tell you to F off and hang up.

        Originally Posted by gdale19 View Post

        Did you build your site to make money? How long have you had this site that does not make money? (He is probably going to say 2 years or so) Just so I understand, you built a site to make money 2 years ago and you did not make any money with it, who's fault is that?

        My question: I get the objection all day, he's not in. Some back ground: I sell marketing, SEO, websites and advertising to attorneys nationwide.
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        • Profile picture of the author gdale19
          Originally Posted by Rus Sells View Post

          Sorry, but you are basically calling them a failure. Bad form, I'd tell you to F off and hang up.
          They have failed and he just told you he did. I have sold millions of dollars of advertising, my system works. By the way, "Hang Up" I do this face to face not on the phone. My average deal is large enough to justify making the trip to do this face to face and I do things like this all day. I haven't even told you some of the more brutal things I say and do.
          Do you have the nards to tell a prospect "you are a pain in the rear and I think you are going to fail using my program to garner work so I'll show myself out, good bye" and I get up and leave.
          Rus Sells, I don't work with light weights, I work with big boys and girls and I treat them as peers. I work with some of the toughest Personal Injury attorneys in the country. I'm sure you have seen their ads on TV.
          The bigger your "set" gets the bigger your deals get. So grow a set.
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          • Profile picture of the author Rus Sells
            Its still bad form either on the phone or face to face I'd tell you to get out of my face.

            Do you have the nards to tell a prospect "you are a pain in the rear and I think you are going to fail using my program to garner work so I'll show myself out, good bye" and I get up and leave.
            I've done so many times, yes.

            I find it ironic that you pat yourself on the back about being brutal to prospects but you can't take it, and get defensive and even tout your wares of how much you've sold.

            You were trolled.

            I am confused about the other question:
            My question: I get the objection all day, he's not in. Some back ground: I sell marketing, SEO, websites and advertising to attorneys nationwide.
            Is this something you have difficulty with? The, "he's not in" smoke screen?

            We just don't have the same perspective. If I were you're prospect you'd be shown the door and told to, "you know". Why is that such an affront to you? To me its bad form to word it the way you did, no bearing or tact at all.

            Anyway, sorry if it offended you that I'd respond they way I mentioned if I was some one you were trying to sell too. = /



            Originally Posted by gdale19 View Post

            They have failed and he just told you he did. I have sold millions of dollars of advertising, my system works. By the way, "Hang Up" I do this face to face not on the phone. My average deal is large enough to justify making the trip to do this face to face and I do things like this all day. I haven't even told you some of the more brutal things I say and do.
            Do you have the nards to tell a prospect "you are a pain in the rear and I think you are going to fail using my program to garner work so I'll show myself out, good bye" and I get up and leave.
            Rus Sells, I don't work with light weights, I work with big boys and girls and I treat them as peers. I work with some of the toughest Personal Injury attorneys in the country. I'm sure you have seen their ads on TV.
            The bigger your "set" gets the bigger your deals get. So grow a set.
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    • Profile picture of the author ewenmack
      Originally Posted by kenmichaels View Post

      Ill start with the first question

      I already have a website, it doesn't make me any money now, so why should i bother with buying a mobile website.
      "Ken, with your permission, I'd like to explore possible ways we can make you money
      from your website, because that was the reason you bought it, is that correct?"

      ---------------------------------------------------------------------------------

      Ewen
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    • Profile picture of the author linda75
      Originally Posted by kenmichaels View Post

      Ill start with the first question

      I already have a website, it doesn't make me any money now, so why should i bother with buying a mobile website.
      The truth is that nowadays not having a mobile website is costing you money, More than 30% of local searches are done using mobile search and that number is increasing. you see when a potential customer searches a local business using their mobile phone they are making a buying decision not doing research.
      If they come across a website that is difficult to navigate they will move on to a site that they can read and navigate easily. Unfortunately your site is extremely difficult to see on a mobile phone and that is costing you money from customers who search your name.


      question

      Reputation marketing, ive never heard of it, all our customers know who we are, we have a good local reputation already.
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      • Profile picture of the author ewenmack
        Originally Posted by linda75 View Post

        The truth is that nowadays not having a mobile website is costing you money, More than 30% of local searches are done using mobile search and that number is increasing. you see when a potential customer searches a local business using their mobile phone they are making a buying decision not doing research.
        Well Linda, if you had of done your research before calling me,
        you would know that nobody searches for what I sell online,
        according to Google.

        Do you even know what I sell?

        Best,
        Ewen
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        • Profile picture of the author linda75
          Originally Posted by ewenmack View Post

          Well Linda, if you had of done your research before calling me,
          you would know that nobody searches for what I sell online,
          according to Google.

          Do you even know what I sell?

          Best,
          Ewen
          Hey ewen, my first paragraph was a rebuttal, my last a question, not aimed in any way at you personally.
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          • Profile picture of the author Josh T.
            Perhaps this was a rebuttal question in role play that got misinterpreted?

            If it is:

            Ok, well let me back up a second...Maybe I've misunderstood something along the way, and I apologize. To my understanding, you sell XYZ widgets, right?

            I have done the research on your product, and you're right, it's not a super popular thing for people to search for on Google. However, what you might be missing out on are people who are looking for you specifically. That's where your local listing comes into play. And I can tell you from experience, if I need to find a particular business when I'm out and about, the first place I look is my phone.

            Most of the time, even if it's something that people wouldn't search google for, they'll still try to find a phone number or an address, so they can call you or come to your store. And if they find that number and it goes to a website that doesn't look right on their phone or takes forever to load, they'll usually either just move on to the next one, or lose interest.....I'm guilty of it myself, and I'm sure you've probably run into the same situation right?

            So, to focus our conversation a little more toward your specific needs, think of a mobile website less as a search tool and more of a communication tool. We all know they aren't going to find you on the Yellow Pages anymore.....

            (continue backpedaling until you can find some common ground, then move forward with a proposition that is more in line with the prospect.)

            Originally Posted by ewenmack
            Well Linda, if you had of done your research before calling me,
            you would know that nobody searches for what I sell online,
            according to Google.

            Do you even know what I sell?

            Originally Posted by linda75 View Post

            Hey ewen, my first paragraph was a rebuttal, my last a question, not aimed in any way at you personally.
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  • Profile picture of the author Jason Kanigan
    LOL

    They are two completely different games.

    A standard website gets either NO traffic, or a lot of casual traffic. Casual traffic doesn't convert. Maybe 3% let's say?

    Mobile site visitors are MOTIVATED. They're not casually surfing. They WANT what you offer, right now. Get that big fat "Call Now" button up there and drive Hyper-Interested Qualified Leads to you!!
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    • Profile picture of the author kenmichaels
      Originally Posted by kaniganj View Post

      LOL

      They are two completely different games.

      A standard website gets either NO traffic, or a lot of casual traffic. Casual traffic doesn't convert. Maybe 3% let's say?

      Mobile site visitors are MOTIVATED. They're not casually surfing. They WANT what you offer, right now. Get that big fat "Call Now" button up there and drive Hyper-Interested Qualified Leads to you!!
      Nice, but you forgot to leave a question for the next guy ...
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  • Profile picture of the author Jason Kanigan
    Why would I want to spend $1,200 on a hardware network security solution to block my employees/students from accessing Facebook...when I could just post a policy that Facebook isn't allowed?
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    • Profile picture of the author ronr
      You want _____ to host my site? Godaddy is only ___________.
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      • Profile picture of the author kenmichaels
        Originally Posted by ronr View Post

        You want _____ to host my site? Godaddy is only ___________.

        well bob, you get what you pay for, in your case, do you want some one to charge you 10 bucks a month to just host a site, or would you rather pay me to not only host your site, but increase your bottom line.

        Your still on this call with me because you want, to make more money,
        and that is what you get , in addition to hosting.

        Question: I already spend 50,000 a year on advertising, why should i spend more ?
        Signature

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        • Profile picture of the author ewenmack
          Originally Posted by kenmichaels View Post


          Question: I already spend 50,000 a year on advertising, why should i spend more ?
          "I'm loving your questions Ken...

          You obviously had good reasons to spend that $50,000 on advertising,
          can you please tell me what they are?"

          -------------------------------------------------------------------

          Ewen
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          • Profile picture of the author Claude Whitacre
            Originally Posted by ewenmack View Post

            "I'm loving your questions Ken...

            You obviously had good reasons to spend that $50,000 on advertising,
            can you please tell me what they are?"

            -------------------------------------------------------------------

            Ewen
            Originally Posted by kenmichaels

            Question: I already spend 50,000 a year on advertising, why should i spend more ?



            Ewen; Great minds think alike, I see.
            I say "That's a serious investment in advertising. What formula did you use to arrive at that figure?"

            I just want them to talk. I'll either find out I don't want to pursue it, or there is a huge waste in money spent somewhere, or they are upset with the newspaper rep. Usually, an opportunity presents itself.
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        • Profile picture of the author SEO Jerry
          Originally Posted by kenmichaels View Post

          well bob, you get what you pay for, in your case, do you want some one to charge you 10 bucks a month to just host a site, or would you rather pay me to not only host your site, but increase your bottom line.

          Your still on this call with me because you want, to make more money,
          and that is what you get , in addition to hosting.

          Question: I already spend 50,000 a year on advertising, why should i spend more ?
          "I agree that you should not spend more. In fact, I strongly suggest that you spend less. Much less. When your web presence is optimized for the flow of search regarding your core business offering, the "advertising" is built in to your site and never costs you a dime. Plus, because the searchers that my work bringsto you find you through their own efforts, they 'buy in' that your service is the best. Stop spending $50k on classic advertising and get into the flow of the $14 billion revenue stream that Google created."
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        • Profile picture of the author linda75
          Originally Posted by kenmichaels;[B

          I already spend 50,000 a year on advertising, why should i spend more ?[/B]
          The fact that you already spend 50k per year on advertising shows that you understand the value of marketing your business. I would say 2 things, if you are absolutely certain that every cent of that $50k makes you a return than you have a system of testing which enables you to know that advertising makes you money , in which case the reason to spend more is to make more and my marketing solution will enable yuou to do that..
          However many people who spend a lot of money on advertising waste money because they don't track the results, in which case I would say, My marketing solution can be tracked to prove it is creating profit for you and you can apply siimlar tracking methods to your curreet advertising to make your $50,000 ad spend go a lot further.
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        • Profile picture of the author Josh T.
          Originally Posted by kenmichaels View Post

          Question: I already spend 50,000 a year on advertising, why should i spend more ?
          That's a great question. In fact I get that a lot from folks in this line of business. What I've learned through experience is that a lot of times, someone who is spending $50k or more usually has a few bloated items that are not necessarily providing a return.

          So, let's readjust our conversation for a moment.

          I wouldn't go so far as to say that you should spend any more money on advertising than what your business needs to achieve a profit.

          So, the question should probably be adjusted to, how much of that $50k is providing an effective return?

          What I'd like to do before asking you to spend a single dime with me is take a little time to go over what's been working out of that budget and what's not. I have a 13 point analysis of the 3 main areas of advertising (print, digital, and referral) that quickly snuffs out the good from the bad.

          9 times out of 10, when my clients go through this exercise, they find at least one area of advertising that is basically money being flushed down the toilet.

          Let me ask you this, Mr. Customer...if we did this analysis and I could provide you the exact same revenue return and slash your costs by 30%, would that be of interest to you?

          (and then, for the most part, you show them that 80% of their marketing efforts are untrackable, and therefore high risk....think yellow pages).

          My objection:

          Oh, I've tried that internet stuff before. It doesn't work for my business...
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      • Profile picture of the author ewenmack
        Originally Posted by ronr View Post

        You want _____ to host my site? Godaddy is only ___________.
        "Yes they are a great self help option Ron...What is it about your website that most sparks your interest?"

        ---------------------------------------------------------------------------------------

        Ewen
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    • Profile picture of the author Rus Sells
      Rules were meant to be broken and if you don't mind loosing man hours to you're employees screwing off on Facebook, then by all means!

      PS: Btw, you don't need to spend that much if you have a decent router! HAHA

      Originally Posted by kaniganj View Post

      Why would I want to spend $1,200 on a hardware network security solution to block my employees/students from accessing Facebook...when I could just post a policy that Facebook isn't allowed?
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    • Profile picture of the author kenmichaels
      Originally Posted by kaniganj View Post

      Why would I want to spend $1,200 on a hardware network security solution to block my employees/students from accessing Facebook...when I could just post a policy that Facebook isn't allowed?

      lets face it bob, chances are your students and employees, can easily get past a simple policy edit, or you would not have hired them in the first place.

      Are you looking for real security, or just the appearance of security?

      its not a question of if you need real security, its a matter of when,
      and when you need it, when you really need it bob, do you really want
      to take the chance on something any body with who can read google
      or yahoo answers can circumvent in 10 minutes or less ?

      ---
      ok despite the rules, i made that up, because i have never been asked that question, and i wanted to help kick start the thread.
      ---


      Question: I have hired SEO guys that promised me #1 google spot, and i never got there why should i believe you ?
      Signature

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      • Profile picture of the author ewenmack
        Originally Posted by kenmichaels View Post

        Question: I have hired SEO guys that promised me #1 google spot, and i never got there why should i believe you ?
        So that I can help you the best Ken, please tell me why it is so important to you to be in the number 1 position in Google, and what will happen if you don't get it?"

        -----------------------------------------------------------------------------------------

        Ewen
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        • Profile picture of the author ryanmckinney
          Originally Posted by ewenmack View Post

          So that I can help you the best Ken, please tell me why it is so important to you to be in the number 1 position in Google, and what will happen if you don't get it?"

          -----------------------------------------------------------------------------------------

          Ewen

          Well Ewen, I want to be #1 because I will get more clicks to my website and people will trust my business even more, I don't know what will happen if I don't get it. What is more important the Google pin point thingy (referring to places) that I see coming up, or showing #1 organically? I can only afford 1 services right now.

          (almost verbatim something I was asked, she called it the google pin point thingy lol)
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          • Profile picture of the author ewenmack
            Originally Posted by ryanmckinney View Post

            Well Ewen, I want to be #1 because I will get more clicks to my website and people will trust my business even more, I don't know what will happen if I don't get it. What is more important the Google pin point thingy (referring to places) that I see coming up, or showing #1 organically? I can only afford 1 services right now.

            (almost verbatim something I was asked, she called it the google pin point thingy lol)
            "Cool. Obviously you liked something about your present arrangement when you first went with it, please tell me what you liked about it?"

            ------------------------------------------------------------------------------------------

            Ewen
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            • Profile picture of the author Greg Cooksley
              Originally Posted by ewenmack View Post

              "Cool. Obviously you liked something about your present arrangement when you first went with it, please tell me what you liked about it?"

              ------------------------------------------------------------------------------------------

              Ewen
              If I can maybe provide some insight on this reply.....

              If you ask the client to tell you what he likes about a current service, you run the risk of him remembering all the GOOD points and in all likelihood, he will feel pretty good about that service....and you get diddly squat...

              Rather....

              Ask him this "please tell me what frustrates you about your current service? What are you disappointed about? What specifically doesn't meet your current needs?"

              Now you have something to work on....you know what parts of your service you have to emphasize etc...you know exactly what to focus on when you present your proposal.....

              Hope that helps

              Regards
              Greg
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      • Profile picture of the author Jason Kanigan
        Originally Posted by kenmichaels View Post

        Question: I have hired SEO guys that promised me #1 google spot, and i never got there why should i believe you ?
        "I don't know...why should you? <or "You tell me."> I can appreciate your skepticism. Let me ask you: is there anything I could do or show you that would demonstrate without a doubt to you that I could get you there?"

        This is assuming I promised the #1 spot. Though I don't know why I would ever do that <glares at Ken>.

        If there's NO way of proving your credibility to this prospect, let's find out now and move on.

        Also, I really liked Ewen's "Why is it important for you to be #1 on Google?"
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        • Profile picture of the author kenmichaels
          Originally Posted by kaniganj View Post

          "

          This is assuming I promised the #1 spot. Though I don't know why I would ever do that <glares at Ken>.
          Glare all you want, i don't promise sh** , except my effort.

          but i do hear that question @ east half a dozen times a wk.
          some time that much in a single day, so evidently some one is
          being a complete fool, or scammer
          Signature

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      • Profile picture of the author Greg Cooksley
        Originally Posted by kenmichaels View Post

        Question: I have hired SEO guys that promised me #1 google spot, and i never got there why should i believe you ?
        Me: So just so that I understand - what you are saying Mr Customer is that you were made promises that wern't delivered on - is that correct?

        Client: Yes....

        Me: Please share with me what those promises entailed?

        Client: They promised to get me on 1st page of Google in 6 weeks and they promised x amount of paying visitors....etc

        Me: Ok ...well I can't comment on what someone else promised you....all I can tell you is that every single one of my clients is on page one and that they will each be very happy to tell you that their turnover/number of feet through the door/enquiries have increased since they invested in my services....here is a list of my clients.....

        Client: Really....well that's refreshing...someone who actually does what he says....

        Me: Thank you Sir....well I have an opening on either Tuesday or Wednesday next week.....which day would suit you best?

        Question: Why is your quote so expensive?

        Regards

        Greg
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        • Originally Posted by Greg Cooksley View Post


          Question: Why is your quote so expensive?

          Regards

          Greg
          Greg I always like price objections (questions) because I know that more than likely the customer/client is ready to buy. They just need a little reassurance that their decision to buy is a good decision.

          From your question it is hard to give a specific answer because price is a very relative thing in sales. What the question the client is usually saying is, "please reassure me of the real value, to me, in saying yes to your sales proposal."

          Assuming by this point in your presentation you have done your research before hand and asked good questions so you know your clients business fairly well.

          Your client could be a retailer selling lower end items or higher end. Higher end retailers and professionals are easier because you can show them a return on ad investment rather easily. And done properly they will almost always say yes just not to look stupid. If they say no it is probably a fact that they just do not have enough money to invest in advertising which is another subject altogether as how to handle.

          If your client has a profit potential that is higher ask them or lead them in this direction.

          You: What would you say your typical profit is from what your Service/product per sale. Just a ball park.
          Them: $1500
          You: Do you see how my service could bring you additional prospects?
          Them: Yes ( If your are getting no's here your objection is not a price objection. You need to back up to find what is.)
          You: How?
          Them: ( If they are sold they will now start selling you.)
          You: That's right. Ok there is no doubt, as you just said, that more business more than likely will be derived as a result of my service, and one additional sale yielding $1500 revenue will easily cover my service at $1295. Right?
          Them: Yes (They can't say no, right?)

          Ok, you notice I didn't allow myself to get pinned down defending my fee from a position of the actual time and steps to do things like make a web site, do social media or SEO for example. Don't let them make you justify your profit (price point). So many sales people get trapped by this and end up not closing and being very frustrated and they begin trying to justify their fee to themselves. Very dangerous territory for a salesperson to get into. If you are not comfortable with your price point....RAISE IT!

          Another thing to realize is lets say you are working with a car dealer. Think about it, in many cases they are probably more skilled or at least equally skilled in selling as you, right?:rolleyes: Now who's selling who here. I have had so much fun with this at times and I will do some nutty things and I have asked a person to change chairs with me and say obviously I'm not getting anywhere here. How about you sell me for a while? (Now you have to read your customer right first) I can't ever remember being thrown out for doing that and most times will make a sale.

          Don't be afraid to burn a prospect and have fun. Even the grouchiest prospect will often crack a smile and from there forward I got it in the bag. Ever see a sign no solicitors (salespeople) allowed? Assuming you are doing business legally and properly in your community you are not breaking a law prospecting them. (No trespassing is different. But such a sign is stupid at a place of business if they have customers coming in.) I had a sales trainer/mentor one time go into that situation with me in tail. The prospect did see us and the first thing out of my trainer's mouth was. "I just wanted to see if you are as afraid of salesmen as your sign said", with a big grin on his face. My mentor made a sale and that person was a steady client for years. I learned something from that as I hope those reading have.

          I know I'm wandering off a bit here but the bigger point I want to make is, "make selling fun for yourself". Your prospect is many times a mirror and will reflect the picture of what you are at the moment. Fun reflects fun, fear reflects fear, anger reflects anger, smile reflects smile, shake head up and down reflects likewise and etc. reflects etc.

          There are basic rules in selling (psychology) and the above ranks at or near the top. If you can get a grasp on what I just said and do it, you will be on your way to the top 5%. I believe we are all sales people, even the cat and dog. So the above, I believe, applies to all life.

          Think about it!....No question this time.

          Old Dog

          P.S. Don't take making that call too seriously, have fun! Your prospects/clients will love you for it. Do all the smilies :rolleyes: with them.
          Signature

          P.S. If I can be of any assistance in your "Off" or "On"- line sales and marketing please PM me or email at WinnersChoice-Warrior@yahoo.com . Old Dog

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          • Profile picture of the author kenmichaels
            Originally Posted by Old Dog New Tricks View Post

            No question this time.

            Bad Dog !

            please leave a question brotha.
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            • Originally Posted by Old Dog New Tricks
              No question this time.

              Originally Posted by kenmichaels View Post

              Bad Dog !

              please leave a question brotha.
              OK already!

              I was working on closing a $Billion$ deal all morning and now I got a head ache! Cut me some slack, and I can't remember where my Frisbee is. You think you got it bad?

              I got one $Billion$ on the line and the guy says to me.....

              "That's the best lead generating plan I ever heard of!" "It's pure genius!" "Love it" "I got a thrill running up and down my leg!" The price is a super good deal and well within our budget!"

              "But I can't give you an answer today because my wife is half owner and we always make decisions together and I need to talk with her first."

              ld Dog...
              Signature

              P.S. If I can be of any assistance in your "Off" or "On"- line sales and marketing please PM me or email at WinnersChoice-Warrior@yahoo.com . Old Dog

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              • Profile picture of the author somacorellc
                Originally Posted by Old Dog New Tricks View Post

                "That's the best lead generating plan I ever heard of!" "It's pure genius!" "Love it" "I got a thrill running up and down my leg!" The price is a super good deal and well within our budget!"

                "But I can't give you an answer today because my wife is half owner and we always make decisions together and I need to talk with her first."
                Disclaimer: I am new at this and the following may be hilariously bad.
                ----------------------------------------------------
                Me: Absolutely, I totally get it. I bet she'll be as excited as you about this system!

                Him: I hope so, it sounds really awesome!

                Me: It really is, but I have to tell you one thing.

                Him: Sure

                Me: I need to call [your competitor] today because I really need to get a [niche] on board with this system. I'd much rather go ahead and get you signed up now so that [your competitor] won't ever hear about this. I've got [your niche] signed up in [city] and [other city] and they're already pulling in new business.

                Him: Agh.

                Me: Remember, there's a money back guarantee. Let's get the paperwork done, and you can tell your wife you just stole all of [competitor's] business. If she doesn't love the idea, you can cancel anytime.

                Him: You are awesome and I'm just going to mail you all my credit cards. Use them at your leisure.

                Me: Thank you kind sir.
                ----------------------------------------------------------


                My sales objection/question that I actually get a lot and pisses me right off:

                "Hey, all my money is tied up in [whatever] and we're not able to move forward on your SEO/Google Places/Website/etc services - let's touch base in a few months and see where we are."
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              • Profile picture of the author farahR
                Originally Posted by Old Dog New Tricks View Post

                "But I can't give you an answer today because my wife is half owner and we always make decisions together and I need to talk with her first." ld Dog...
                Absolutely! And don't forget to ask her if she would like an extra $500 to spend on shoes and handbags next month! But seriously...(blah, blah blah).

                *** Politically incorrect, but since I am a woman myself I can get away with it. Guaranteed to at least get a laugh! ;-) ***

                MY QUESTION: "Why should I pay an extra $xx/month for hosting a mobile website? Why can't I just add it to my current hosting?"
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        • Profile picture of the author Claude Whitacre
          Question: Why is your quote so expensive?
          [/QUOTE]
          My answer;
          "Compared to what?"
          I just want the prospect to vent. It gives him time to give me his opinions, and it give me time to look for openings, common ground, and sometimes they just talk themselves out of the argument.
          Are they saying that you are asking more money than they expected, because they had a made up figure in their mind? Are that comparing you to a quote from an internet guy for a different service? (this one is pretty likely)
          Are they comparing your quote to a different form of advertising?
          Is it a way to get you to discount (In other words they always say it's expensive)?

          A lot of my selling is letting them vent. Prospects love to give their opinion. They also love to tell stories where they are either the hero, or the victim. Listening to them vent is one of the best things I've learned to do to establish rapport, and to give me information to determine the direction of the conversation. Asking a question, and then really listening to the answer is a great compliment.

          Nobody can dis-agree with you when you are listening to them.
          I know that sounds like a slogan. But it's real.

          To be honest, I started this "asking questions and letting them vent" out of laziness. But it works.

          I also get "The last guy that I paid for online marketing didn't do anything!"
          I say "So tell me about that"...and I listen.

          Another slogan sounding moment.....
          I find it easier to sell an angry prospect than a neutral one. I'm dead serious.

          Because an angry person is involved emotionally. Once you listen thoroughly to their grief, they start to swing toward neutral...and the momentum helps carry them over to your side.
          And I hope I don't offend anyone with this, but it's the reason "make up sex" is so great (I've heard). Once the "I'm angry" gauge starts moving away from one side to "I like you. You understand what I want"... it's far easier to keep it going.

          Anyway. I hope this helps someone. Now, I'm going back to work.
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          • Profile picture of the author kenmichaels
            Originally Posted by Claude Whitacre View Post

            Question: Why is your quote so expensive?

            My answer;
            "Compared to what?"
            I just want the prospect to vent. It gives him time to give me his opinions, and it give me time to look for openings, common ground, and sometimes they just talk themselves out of the argument.
            Are they saying that you are asking more money than they expected, because they had a made up figure in their mind? Are that comparing you to a quote from an internet guy for a different service? (this one is pretty likely)
            Are they comparing your quote to a different form of advertising?
            Is it a way to get you to discount (In other words they always say it's expensive)?

            A lot of my selling is letting them vent. Prospects love to give their opinion. They also love to tell stories where they are either the hero, or the victim. Listening to them vent is one of the best things I've learned to do to establish rapport, and to give me information to determine the direction of the conversation. Asking a question, and then really listening to the answer is a great compliment.

            Nobody can dis-agree with you when you are listening to them.
            I know that sounds like a slogan. But it's real.

            To be honest, I started this "asking questions and letting them vent" out of laziness. But it works.

            I also get "The last guy that I paid for online marketing didn't do anything!"
            I say "So tell me about that"...and I listen.

            Another slogan sounding moment.....
            I find it easier to sell an angry prospect than a neutral one. I'm dead serious.

            Because an angry person is involved emotionally. Once you listen thoroughly to their grief, they start to swing toward neutral...and the momentum helps carry them over to your side.
            And I hope I don't offend anyone with this, but it's the reason "make up sex" is so great (I've heard). Once the "I'm angry" gauge starts moving away from one side to "I like you. You understand what I want"... it's far easier to keep it going.

            Anyway. I hope this helps someone. Now, I'm going back to work.
            This is brilliant, only a master craftsmen truly understands a pissed off person is one of the easiest to sell.

            Another thing a lot of people don't grasp, is if you just listen and occasionally nudge
            you can pretty much guide people ...effortlessly into selling them selves.

            but the whole key is to listen, and then to understand when to nudge.

            and any one can learn to do it, and a great start is reading what cluade said
            a few dozen times... until the lite bulb goes off... and then just go practice
            every chance you get.
            Signature

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    • Profile picture of the author debml
      Originally Posted by kaniganj View Post

      Why would I want to spend $1,200 on a hardware network security solution to block my employees/students from accessing Facebook...when I could just post a policy that Facebook isn't allowed?
      Since this question wasn't answered, and I'm in a different business than most...

      A policy that Facebook isn't allowed is certainly a good first step, and I commend you for doing more than most business owners do. I'm wondering, though... have you considered any of the liability exposures your company faces allowing employees to use social media?

      It's possible that an employee could inadvertently give out trade secrets from your business... lessening your competitive positioning, but more importantly than that, any discussions regarding employees who work for you could open you up to a discrimination lawsuit... And, if your employees were to say anything disparaging regarding a competitors products on social media, that, too could open you up for lawsuits.

      Companies in the publishing business are well-equiped for these types of suits... but you aren't, and your Liability policy provides scant protection for things like this. Right now, the going rate for a defense attorney is around $350 an hour, and they are very creative in their billing.

      Comparatively, eliminating your risk with the solution we've suggested may be much less expensive.
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    • Originally Posted by kaniganj View Post

      Why would I want to spend $1,200 on a hardware network security solution to block my employees/students from accessing Facebook...when I could just post a policy that Facebook isn't allowed?
      Typeing on an iPad is the pits for me but I want to play too and couldn't pass up the chance..

      Mr. Jones do you have a pencil and paper? Ok lets answer that question...

      How many employees have computer access to the company network? 30 write that down Mr. Jones.

      Is it fair to say that most have a FB account? Yes, do you? Got pictures on it and you keep up with friends and family right?

      Of course you never check it during the day at work here right? When you do check in about how long are you there? Well would you say 15min. is fair?

      Being as popular as social networks are today I think its fair to assume your employees may interact on these networks a few minutes here and there during the day.

      Lets also be real, most un-policed policies will be abused we both know that right?

      (Keep them yes questions a coming! )

      It would be easy to say that each employee could spend 15 min on social networks a day right?

      OK what's 30 X 15? 450 min you say right? thats 7.5 hrs a day right?
      Now multiply that by 5... How many hrs a week is that? 37.5 you say.

      Now I know your people make a good wage here so lets just say however the average is $10 an hour Ok? (Smile and shake head up and down).

      Mr. Jones thats $375 of lost time you are paying wages on right?

      Let's round that down to $300 Ok? (Smile!) Now in 4 weeks that would be how much?

      $1200 you say?

      Now you can do 2 things. You can help your people be more productive thus keeping the company profitable and securing their jobs and just invest $1200 and by the 2nd month you will be adding that $1200 in additional production to the bottom line. And we all know what bottom line increases
      are don't we?

      Or since you are losing the production of 1 employee a month effectively you can reduce your staff by one and pay for the product that way and still net the same production you have now.

      Which would you do? (Shut up listen for his answer then say lets get that hardware set up now)

      Now I have to admit I broke the rules saying that my answer had to be related to an actual sales situation I had. I don't sell IT hardware or soft ware as described but I have closed time and labor saving products to the trucking industry like that.

      You old timers will recognize the technique it's as old as the hills in selling. It's called a lot of things but just break something down into little pieces then let them add it up again.

      Then give them an alternate of choice and say lets get-r-done!

      I like this game!

      Old Dog

      "I have regular customers that buy from me all the time and I'm going to sell out and retire soon any way. So I don't think I need any of that Internet stuff."

      OK super stars there's a great obvious selling point here and if you see it this guy could buy every service you have. Can you see it?
      Signature

      P.S. If I can be of any assistance in your "Off" or "On"- line sales and marketing please PM me or email at WinnersChoice-Warrior@yahoo.com . Old Dog

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      • Profile picture of the author kenmichaels
        I have never had anyone ask me this, but i felt like taking a stab at it any way.

        btw. Old Dog New Tricks , nice rebutt brotha

        Originally Posted by Old Dog New Tricks View Post

        "I have regular customers that buy from me all the time and I'm going to sell out and retire soon any way. So I don't think I need any of that Internet stuff."
        Excellent, Its nice when all your hard work , blood sweat and tears finally pays off isnt it? So how long before you decide to sell and retire?

        Bob - 6 months, maybe a year.

        That's awesome bob, really it is, good for you.

        I know your going to want to get top dollar, right?

        After all the more money you can get when you do sell, the better your
        retirement is going to be, right?

        bob - of course

        Also bob, unless you have a Buyer lined up now, when you put your business on the market in 6 months, its quite possible that it wont sell for a few years, isnt that right bob?

        bob - right

        Well bob, let me ask you, how much more do you think your business will be worth, if you have an extra 15-20% or more of new business coming in monthly, for the next 1-3 years ?

        How much more money do you think you will make while waiting
        to sell your business?

        The extra value you add to your business could be the difference between eating ramon noodles, and steak during your retirement.


        So bob, now that you see what "that Internet stuff" can do for you,
        is it , you don't think you need the internet?, or is more that you just don't understand it, and how it can help you ?

        ----------

        Question: the last time i tried to do advertising with some one, they never listened to my idea's never really did what i wanted, and was impossible to get on the phone. am i going to have the same problems with you?
        Signature

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        • Profile picture of the author StarkContrast
          There was an earlier question that went like this,
          Me: "May I speak to Mr. Business Owner?"

          Gatekeeper: "Maybe, who's this?"
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          • Profile picture of the author ewenmack
            Originally Posted by David W Miller View Post

            There was an earlier question that went like this,
            Me: "May I speak to Mr. Business Owner?"

            Gatekeeper: "Maybe, who's this?"
            "Mary, this is David Miller here, please put me through...
            because it's personal and very important."
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            • Profile picture of the author David Miller
              Originally Posted by ewenmack View Post

              "Mary, this is David Miller here, please put me through...
              because it's personal and very important."
              (I should add that that's David W Miller...not me)

              I'm purposely not participating in this thread but I have been watching it from time to time....and to this I have to ask what is the reason to begin your sales process with a lie? If the only way you can get to the DM is using a method like this only one of two options exist:

              Your sales training came from an expert in some other field or your product is a piece of crap. There ain't no in between.

              It's things like this that give people the idea that salespeople are deceptive.
              Signature
              The big lesson in life, baby, is never be scared of anyone or anything.
              -- FRANK SINATRA, quoted in The Way You Wear Your Hat
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              • Profile picture of the author mojo1
                Originally Posted by David Miller View Post

                (I should add that that's David W Miller...not me)

                I'm purposely not participating in this thread but I have been watching it from time to time....and to this I have to ask what is the reason to begin your sales process with a lie? If the only way you can get to the DM is using a method like this only one of two options exist:

                Your sales training came from an expert in some other field or your product is a piece of crap. There ain't no in between.

                It's things like this that give people the idea that salespeople are deceptive.
                David,

                I admire your wisdom. Would you be willing to share your time tested response to this question? Kindly.
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        • Originally Posted by Rus Sells View Post

          I know a great fishing hole, you want to join me sometime?

          Really in all seriousness this business owner isn't a good long term candidate for a client. I'd move onto the next guy.

          Rus, the business owner isn't long term but his business should be. When and if he sells you need to have your service sold to the new business also. A new fresh excited owner will consider you the absolute authority especially when you tell them the story of what you did for Bob. Upgrade/Upsell in the works......P.S. I love to fish Rus, that is what selling is to me. I'd be happy to drown some bait with you anytime.

          Also ....Ken you had me "grinnin" from the first sentence in your rebut. You nailed it! (You're sharp as a tack!) I have had that objection several times over the years and closed each time on added value when selling = higher selling price. Some may choose to move on but as long as I believe I have a value to offer a prospect, I will keep casting until the worm is drowned and I may still keep casting a bare hook for awhile.

          As time goes on you fellow warriors will always hear me often say... I have not done you a favor telling you about my offer, I only have done you a favor buy making sure you have my product or service...

          Old Dog...

          Originally Posted by kenmichaels View Post

          I have never had anyone ask me this, but i felt like taking a stab at it any way.

          btw. Old Dog New Tricks , nice rebutt brotha



          Excellent, Its nice when all your hard work , blood sweat and tears finally pays off isnt it? So how long before you decide to sell and retire?

          Bob - 6 months, maybe a year.

          That's awesome bob, really it is, good for you.

          I know your going to want to get top dollar, right?

          After all the more money you can get when you do sell, the better your
          retirement is going to be, right?

          bob - of course

          Also bob, unless you have a Buyer lined up now, when you put your business on the market in 6 months, its quite possible that it wont sell for a few years, isnt that right bob?

          bob - right

          Well bob, let me ask you, how much more do you think your business will be worth, if you have an extra 15-20% or more of new business coming in monthly, for the next 1-3 years ?

          How much more money do you think you will make while waiting
          to sell your business?

          The extra value you add to your business could be the difference between eating ramon noodles, and steak during your retirement.


          So bob, now that you see what "that Internet stuff" can do for you,
          is it , you don't think you need the internet?, or is more that you just don't understand it, and how it can help you ?

          ----------
          Signature

          P.S. If I can be of any assistance in your "Off" or "On"- line sales and marketing please PM me or email at WinnersChoice-Warrior@yahoo.com . Old Dog

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      • Profile picture of the author Claude Whitacre
        Originally Posted by Old Dog New Tricks View Post

        "I have regular customers that buy from me all the time and I'm going to sell out and retire soon any way. So I don't think I need any of that Internet stuff."

        OK super stars there's a great obvious selling point here and if you see it this guy could buy every service you have. Can you see it?
        Bob...When you retire, are you planning on selling the business or handing it down (to your son/daughter)? (I'll assume they say handing it down. Ken stole most of my "sell it" story Grrr.)

        Bob, you'll be handing down a fine business; inventory, equipment, and you invested alot to put it together, am I right?

        Bob; "I sure did. I want my son to keep this business going. I don't really want to sell"

        Bob, which do you think would help your son more during the transition: your business as it is, or your business with a steady stream of new customers that will never go away as long as your son wants to keep the company?

        I've only had this come up twice, but the second time, I had an answer..and a client.

        Question I get; I have a guy that will make me a website for $50. Can you beat his price?" (I know, a softball..but I'm stil mad at Ken for his great answer to the above question)
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      • Profile picture of the author Claude Whitacre
        Originally Posted by Old Dog New Tricks View Post

        Now you can do 2 things. You can help your people be more productive thus keeping the company profitable and securing their jobs and just invest $1200 and by the 2nd month you will be adding that $1200 in additional production to the bottom line. And we all know what bottom line increases
        are don't we?

        Or since you are losing the production of 1 employee a month effectively you can reduce your staff by one and pay for the product that way and still net the same production you have now.

        Which would you do? (Shut up listen for his answer then say lets get that hardware set up now)
        I can't believe I missed this the last couple of days. Nice piece of selling there. Build the value (based on their figures, set up a choice between two decisions, each one justifying the purchase.)

        I've never worked that into my sales presentation, but I can certainly see the value in it. Thanks so much for the idea.
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    • Profile picture of the author SEO Jerry
      Originally Posted by kaniganj View Post

      Why would I want to spend $1,200 on a hardware network security solution to block my employees/students from accessing Facebook...when I could just post a policy that Facebook isn't allowed?
      My reply will be "If the Federal government disregards almost every clause in the US Constitution, just how conscientious towards your facebook policy will your employees be?"
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  • Profile picture of the author Rus Sells
    I already have a website, it doesn't make me any money now, so why should i bother with buying a mobile website.
    You have a good point but I think what many business owner miss is that having a web site isn't like that movie Field of Dreams! Just building it won't make them come, I wish it was that easy. right? Mr. Owner "has to agree" and say right.

    Its also important to know that we should be exposing your business through as many online venues as possible, this means among other things that having a mobile site is important because searches for local businesses on mobile phones are now overtaking the number of searches from regular users on their computers.

    Think of it this way. Remember I mentioned the movie Field of Dream?

    Lets imagine for a moment that each person doing a search for your business services is the batter and each position on the field is occupied buy a business in you're area of expertise.

    The question is this, how many positions is your business going to fill? Just the first baseman? Or just the short stop? Therefor its imperative that we fill as many of those positions as possible.

    Does this make sense?

    PS: My answers are mine and mine alone. You may use variations of these but they better not be showing up in some report! kapeesh?
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    • Profile picture of the author kenmichaels
      Originally Posted by Rus Sells View Post

      You have a good point but I think what many business owner miss is that having a web site isn't like that movie Field of Dreams! Just building it won't make them come, I wish it was that easy. right? Mr. Owner "has to agree" and say right.

      Its also important to know that we should be exposing your business through as many online venues as possible, this means among other things that having a mobile site is important because searches for local businesses on mobile phones are now overtaking the number of searches from regular users on their computers.

      Think of it this way. Remember I mentioned the movie Field of Dream?

      Lets imagine for a moment that each person doing a search for your business services is the batter and each position on the field is occupied buy a business in you're area of expertise.

      The question is this, how many positions is your business going to fill? Just the first baseman? Or just the short stop? Therefor its imperative that we fill as many of those positions as possible.

      Does this make sense?

      PS: My answers are mine and mine alone. You may use variations of these but they better not be showing up in some report! kapeesh?
      Nice answer Russ, please leave a question ...
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  • Profile picture of the author Rus Sells
    Prospect,

    What do I do next?
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    • Profile picture of the author kenmichaels
      Originally Posted by Rus Sells View Post

      Prospect,

      What do I do next?

      is that for real ? cause if it is, my answer is ...

      go get a pen a piece of paper, and your credit card.
      and i will hold while you get that.

      ---
      Question. i hear yahoo, is way better then google, and bing is poised to take them both down. why should i risk money messing with google.

      * i heard that today, and about fell over, trying not to laugh.
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      • Profile picture of the author Rus Sells
        You're darn right that's for real! Many lessor experienced sales people will miss that completely!

        Originally Posted by kenmichaels View Post

        is that for real ? cause if it is, my answer is ...

        go get a pen a piece of paper, and your credit card.
        and i will hold while you get that.

        ---
        Question. i hear yahoo, is way better then google, and bing is poised to take them both down. why should i risk money messing with google.

        * i heard that today, and about fell over, trying not to laugh.
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      • Profile picture of the author theemperor
        Originally Posted by kenmichaels View Post

        Question. i hear yahoo, is way better then google, and bing is poised to take them both down. why should i risk money messing with google.

        * i heard that today, and about fell over, trying not to laugh.
        I've never been asked that but I'd say:

        C: "Where did you hear that?"

        P: "I read it in _____"

        C: "Well I'm sorry to say that ____ has probably got it wrong this time. Google absolutely dominates the market and gets at least 80% of the search traffic on the internet. This isn't going to change anytime soon.

        Having said that I get your point, and I do agree that Yahoo and Bing shouldn't be ignored, and I wont ignore them when I am working on your project."

        ---------------

        My Repsonse for next poster:

        "We have just recruited the BigMafiaBoss Co SEO services on a one year contract and therefore have no budget to hire anyone else now. Sorry.".
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  • Profile picture of the author Rus Sells
    Question: I have hired SEO guys that promised me #1 google spot, and i never got there why should i believe you ?
    The promise should have been your red flag to begin with. No one but Google gets to decide who's ranked #1. They are in control and most of these SEO guys as you put it make the promise in order to depart business owners from their money.

    Of course I'm going to ask you for money as well, but I think its important that you understand that I'm not in control, and even more important that you understand that I know I'm not in control, I can only execute the methods that my industry considers "best practices". When I do this Google can and does reward us with top rankings. This isn't the answer you probably want to hear but it is the truth.
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  • Profile picture of the author NewParadigm
    "We have just recruited the BigMafiaBoss Co SEO services on a one year contract and therefore have no budget to hire anyone else now. Sorry.".

    Oh, that's great, what did you like about BMB co to go with them? What services or deliverables are they offering? What results are you expecting? How are you going to measure those results? What if you found out my service could deliver additional ROI value in a different way as complimentary to BMB? What will you do if BMB isn't delivering up to expectations?

    Threadjack of sorts:
    For my offline biz sales, I make a flip chart w/ all the popular objections, then have 5-10 probing questions in response. The trick is not really have some reply, but more questions that let the prospect lead themselves. All my sales people, brokers, mfg reps had these. Some sales people just handed the objection flip chart to the customer and told them, here, close yourself. and it worked.

    Question: "Some guy did my website and maintains it, I'd probably check with him first and give him first crack at anything."
    Signature

    In a moment of decision the best thing you can do is the right thing. The worst thing you can do is nothing. ~ Theodore Roosevelt

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    • Profile picture of the author kenmichaels
      Originally Posted by NewParadigm View Post

      "
      Threadjack of sorts:
      For my offline biz sales, I make a flip chart w/ all the popular objections, then have 5-10 probing questions in response. The trick is not really have some reply, but more questions that let the prospect lead themselves. All my sales people, brokers, mfg reps had these. Some sales people just handed the objection flip chart to the customer and told them, here, close yourself. and it worked.

      That's not a thread jack @ all. that exactly what rebuttals are,
      and are for

      Its also what this thread is for, to get enough good rebuttals where
      people can make there own "flip books"
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    • Profile picture of the author kenmichaels
      Originally Posted by NewParadigm View Post

      Question: "Some guy did my website and maintains it, I'd probably check with him first and give him first crack at anything."
      Bob i am glad to hear your Loyal, very glad.

      Before i let you go, let me ask you a question, has your current web guy
      talked to you about any of the stuff we have talked about?

      no, not really.

      Well bob, we both know you have a website to make more money,
      if your current web guy isn't asking you these questions, and he
      isn't helping your ROI, and he isn't guiding you towards, the newest
      trends...

      Is he really qualified ?

      Do you want a recurring return on your investment or do you want to
      be loyal?


      ---
      Question: I don't think my business is large enough to justify a mobile app or even a mobile website.
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    • Profile picture of the author SEO Jerry
      Question: "Some guy did my website and maintains it, I'd probably check with him first and give him first crack at anything."[/QUOTE]

      "Some guy? Do you know his name? 'no'. So he is not in regular contact with you regarding the most valuable communication tool you own? And he hasn't done this work for you already? If he maintained your site properly, and maybe he is doing his best, I wouldn't have phoned you. But I phoned you because you are on Google page FIVE for your primary search phrase. Your loyalty is admirable, but why go down with the ship when you can float and sail her with my help?"

      My Question - " I used to be ranked number one, and got very little business from it. I want big-ticket spenders, the $10k jobs. Get me those, and yeah, I'll jump in bed with you today".
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  • Profile picture of the author Teravel
    Question. i hear yahoo, is way better then google, and bing is poised to take them both down. why should i risk money messing with google.
    Well Ken,

    Yahoo and Bing are currently on the verge of Merging, and combined they control less than 20% of Search Engine Traffic. Compare this to the 80+% that Google controls, and I am sure you can easily see that Google is the dominant factor when it comes to search engines.

    But think about this, Ken... Why would you want to focus on just one Search Engine, when you can easily get visitors from all three?
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  • Profile picture of the author joecarson1
    "Some guy did my website and maintains it, I'd probably check with him first and give him first crack at anything.

    Of course, as a matter of fact I would like to speak with him myself and find out why he hasn't already created a mobile ready website for you.

    Here you are losing money everyday because potential clients cant read, navigate or even find your website on their smartphone and your web guy is doing what?

    You will probably send him an email for help/questions. Please do me a favor and forward me a copy of his response [this is a set up planting the seed that biz owner should just send an email and wait for response]

    You see my company specializes in mobile website creation and fulfillment. Not every desktop website designer is up to speed with mobile website creation. They either do not have the skill set or they do not think there is enough money to be made by making one to be bothered with it.

    Also, make sure that your web guy has the skill set to create the proprer coding to insure that your mobile website will work on today's smartphone and the future ones coming out almost everyday, like ours do.

    In closing, I know you didnt get to where you are without making a lot of good decisions along the way. Getting your mobile website online as soon as possible will be another one of those great decisions and letting me compete for your business will be another. I will follow up with you the day after tomorrow after you heard back from your web guy [you just set up the web guy to get back to him quickly and most wont, now you come in and say "wow he hasn't gotten back to you, my company would have already had a mobile website ready for your approval by now"
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  • Profile picture of the author Rus Sells
    Question: I already spend 50,000 a year on advertising, why should i spend more ?
    I'm not asking you to actually spend more, what I'm trying to discover and you can help me with this is, if all the 50k is returning the best ROI per dollar spent possible.

    I'm sure you're not spending ALL 50K on just one single advertising venue, right?

    So lets look at where you're experiencing the lowest ROI and I'll show you how you can funnel some of those funds and leverage an online presence that brands your company and positions you as the authoritative & TRUSTED source in the market place among consumers. The bonus is, you haven't spent a single penny above your current budget and you will get a higher ROI per dollar spent.
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    • Profile picture of the author Aaron Doud
      Originally Posted by Rus Sells View Post

      I'm not asking you to actually spend more, what I'm trying to discover and you can help me with this is, if all the 50k is returning the best ROI per dollar spent possible.

      I'm sure you're not spending ALL 50K on just one single advertising venue, right?

      So lets look at where you're experiencing the lowest ROI and I'll show you how you can funnel some of those funds and leverage an online presence that brands your company and positions you as the authoritative & TRUSTED source in the market place among consumers. The bonus is, you haven't spent a single penny above your current budget and you will get a higher ROI per dollar spent.
      If some of those getting started only take one thing form this thread this is the post they need to take. It is never about the business spending more it is about leveraging their advertsing budget in new ways to get more ROI.
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      • Profile picture of the author kenmichaels
        Originally Posted by Aaron Doud View Post

        If some of those getting started only take one thing form this thread this is the post they need to take. It is never about the business spending more it is about leveraging their advertsing budget in new ways to get more ROI.
        Aaron, i agree with you 100%, way to go Russ

        Now if we can only get you to remember to post a question after
        you drop some knowledge on us young uns ....
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  • Profile picture of the author aylmerreed
    Banned
    [DELETED]
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    • Profile picture of the author Edwards WOrld
      Appointment Setting: For SMS Text

      Hi may i speak with the owner?

      Who's this?
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      • Profile picture of the author BrianTerr
        Originally Posted by Edwards WOrld View Post

        Appointment Setting: For SMS Text

        Hi may i speak with the owner?

        Who's this?
        I receive calls like this 5 times a day, my standard response is: "If you know the owners name I'll put you straight through."

        You should know the owners name before you call! Do your research first otherwise you are wasting your time.

        Edit: I forgot to ask the question!

        My clients are mostly professionals, lawyers, doctors etc, why do I need a mobile web site when most of them are technologically challenged and couldn't turn a computer on if they tried?
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        • Profile picture of the author Greg Cooksley
          [QUOTE=BrianTerr;5590124]I receive calls like this 5 times a day, my standard response is: "If you know the owners name I'll put you straight through."

          You should know the owners name before you call! Do your research first otherwise you are wasting your time.

          Brian...can't agree with you more!!!

          If you can't take the time to get prepared before you call a client....you don't deserve to get to speak to them....period.

          Before I make any calls to a new industry type...I do some keyword research so that I can assess what kind of searches are taking place...just doing this one thing can get you across the threshold....

          Then use the internet and find out as much as you can about the business you are targeting....you'll be surprised at what you find out....

          Regards

          Greg
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  • Profile picture of the author ryanmckinney
    Still learning the "art" of rebuttals, I like this thread, great idea -

    Potential Client pitching SEO services to on a call back from direct mail (so I know they are interested):

    "OK Ryan, so far I like what I hear, I understand I am missing out on traffic from the first page and I need my website there for exposure BUT can you make some sort of guarantee on how much of the web traffic I will get, and how many will convert to actual customers?"



    (I answered this question recently to someone, just ready to see other answers and I can reply back with what I said/did)
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    • Profile picture of the author kenmichaels
      Originally Posted by ryanmckinney View Post


      "OK Ryan, so far I like what I hear, I understand I am missing out on traffic from the first page and I need my website there for exposure BUT can you make some sort of guarantee on how much of the web traffic I will get, and how many will convert to actual customers?
      Absolutely not , and i suggest if anyone guarantees you anything when it comes to advertising, that you run the other way.

      The only thing i can and will guarantee you, is that i will do the work you
      pay me for, and i will continue to test and tweak your campaign until
      it has the highest ROI, that we can achieve.

      Fair enough bob?

      Question: I already advertise in the yellow pages, AND they gave me a free website as well. why do i need to pay for another website?
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      • Profile picture of the author ewenmack
        Originally Posted by kenmichaels View Post


        Question: I already advertise in the yellow pages, AND they gave me a free website as well. why do i need to pay for another website?
        "There is no reason what so ever to need another website Ken.

        What did you like about the offer of your FREE website?"

        ------------------------------------------------------------

        Ewen
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      • Originally Posted by kenmichaels View Post

        Absolutely not , and i suggest if anyone guarantees you anything when it comes to advertising, that you run the other way.

        The only thing i can and will guarantee you, is that i will do the work you
        pay me for, and i will continue to test and tweak your campaign until
        it has the highest ROI, that we can achieve.

        Fair enough bob?

        Question: I already advertise in the yellow pages, AND they gave me a free website as well. why do i need to pay for another website?

        Using free websites is not good for your image as a company , it just says to world "I dont have money".
        Would you wear the clothes from charity shop to wear for business appointment ?

        Q( heard today): Thanks mate , but I have more business than I can handle, why should I spend money ?
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        • Profile picture of the author vndnbrgj
          Originally Posted by smallbusinesstoolkit View Post

          Q( heard today): Thanks mate , but I have more business than I can handle, why should I spend money ?
          You know John/Susie, that's fantastic. I don't hear that very often.
          John/Susie, could you tell me a little about the systems you have in place to keep it that way?


          As far as your charity question... Yes.
          I have done that in the past for a job.
          I didn't have the money for new clothes so I went to Goodwill and bought the clothes.
          I got the job. I also still go sometimes to look the part.
          For example, the first job I had outside of farming was as a bus buy at a restuarant.
          I went into the restaurant for the interview, dressed as all the other employees.
          I started right then! I was 14!
          I still do that from time to time. If I am going to an auto repair shop, and I see a mechanic shirt with my name on it, I will buy it.
          Then, wear it to meet with the prospect. I am not a suit and tie person.
          Everytime I have done this, with trade services, I have closed the deal.
          I always try to look like them. Goodwill is more likely to have a mechanics shirt than a dept. store.

          My question: How do I know this is for real? I have never heard of this before...

          How to established credibility in a new market with a new service....???
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  • Profile picture of the author Rus Sells
    "OK Ryan, so far I like what I hear, I understand I am missing out on traffic from the first page and I need my website there for exposure BUT can you make some sort of guarantee on how much of the web traffic I will get, and how many will convert to actual customers?"
    Here's how it works. When a site ranks at the top of Google they'll naturally get the lions share of clicks when a user does a search, so the Google searcher ends up at the site. Your site.

    The thing is we have no control over how many people will conduct a search at any given time, however we have tools that lets us see historical data on the amount of searches conducted and we will optimize for those searches so you stand a higher chance to get the most traffic to your site as possible.

    Once they arrive on your site converting them is a completely different story which I'm happy to address with you as well. We need to work together to ensure your site has a strong way to get visitors to either call you, OR give you their email address and name so you can follow up with them.

    Ranking high in Google and even getting visitors to your site does not guarantee converting them into customers and I'm surprised you asked about that because you are light years ahead of many other business owners already!
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    • Profile picture of the author kenmichaels
      Originally Posted by Rus Sells View Post

      Here's how it works. When a site ranks at the top of Google they'll naturally get the lions share of clicks when a user does a search, so the Google searcher ends up at the site. Your site.

      The thing is we have no control over how many people will conduct a search at any given time, however we have tools that lets us see historical data on the amount of searches conducted and we will optimize for those searches so you stand a higher chance to get the most traffic to your site as possible.

      Once they arrive on your site converting them is a completely different story which I'm happy to address with you as well. We need to work together to ensure your site has a strong way to get visitors to either call you, OR give you their email address and name so you can follow up with them.

      Ranking high in Google and even getting visitors to your site does not guarantee converting them into customers and I'm surprised you asked about that because you are light years ahead of many other business owners already!

      I take it from your response you don't believe in the saying "to much info" or "information overload?"

      This is what i LOVE about doing this, hearing the different ways people go about doing the same thing. Its awesome, and i don't care who you are or how good you are, or how long you have been selling.

      When you listen to others who know there craft, you cant help it, you learn something


      P.S. can you please leave some questions after you make a rebut?
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      • Profile picture of the author Rus Sells
        I don't get asked many questions because my prospects don't get a word in edge wise except to ask, where do I sign and who do I make the check out to. LOL

        I pretty much have an answer for everything so in all honesty nothing sticks in my mind as something to re-post as I don't have trouble with over coming or addressing something. Does that make sense?

        Originally Posted by kenmichaels View Post

        I take it from your response you don't believe in the saying "to much info" or "information overload?"

        This is what i LOVE about doing this, hearing the different ways people go about doing the same thing. Its awesome, and i don't care who you are or how good you are, or how long you have been selling.

        When you listen to others who know there craft, you cant help it, you learn something


        P.S. can you please leave some questions after you make a rebut?
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        • Profile picture of the author kenmichaels
          Originally Posted by Rus Sells View Post

          I pretty much have an answer for everything so in all honesty nothing sticks in my mind as something to re-post as I don't have trouble with over coming or addressing something. Does that make sense?
          makes perfect sense. I am having same issue, so i just started posting common questions i hear.

          keep in mind, even tho we know it like the back of our hand,
          some of these questions / rebuttals will be new to the people
          who need them.
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    • Profile picture of the author ryanmckinney
      Originally Posted by Rus Sells View Post

      Here's how it works. When a site ranks at the top of Google they'll naturally get the lions share of clicks when a user does a search, so the Google searcher ends up at the site. Your site.

      The thing is we have no control over how many people will conduct a search at any given time, however we have tools that lets us see historical data on the amount of searches conducted and we will optimize for those searches so you stand a higher chance to get the most traffic to your site as possible.

      Once they arrive on your site converting them is a completely different story which I'm happy to address with you as well. We need to work together to ensure your site has a strong way to get visitors to either call you, OR give you their email address and name so you can follow up with them.

      Ranking high in Google and even getting visitors to your site does not guarantee converting them into customers and I'm surprised you asked about that because you are light years ahead of many other business owners already!
      I feel so smart, this is near what I said.. I touched on helping optimizing the site, etc. sweet.

      (situation, call back from direct mail, so they are interested enough to call. How I qualified: by yellow page advertising and page#2 of google or further, usually terrible on site and zero or can't be found off-site)

      My web site guy does my SEO for me already (or I am already paying someone that is suppose to be doing that), what make's your services any better or different?
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      • Profile picture of the author ewenmack
        Originally Posted by ryanmckinney View Post

        My web site guy does my SEO for me already (or I am already paying someone that is suppose to be doing that), what make's your services any better or different?
        "You say that your web guy is supposed to be doing it,
        so he doesn't seem to be doing it then?"

        -----------------------------------------------------
        Ewen
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      • Profile picture of the author Rus Sells
        I totally forgot about this thread! LOL

        Originally Posted by ryanmckinney View Post


        My web site guy does my SEO for me already (or I am already paying someone that is suppose to be doing that), what make's your services any better or different?
        I wouldn't be contacting you if your SEO guy was doing the job you are paying him for because your ranking in the Google abyss! You see, my perfect prospect; you, is a business that isn't ranking well. Would a roofer contact a home owner with a new roof and try to sell them a new roof?
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  • Profile picture of the author teemoney
    maybe I can join this game after I get some more experience haha.

    Tee
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  • Profile picture of the author theemperor
    I'm just starting out in cold calling but the more I read and do the more it seems like chess! And this thread is teaching the openings and gambits. What an art this business is :-)
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    • Profile picture of the author kenmichaels
      Originally Posted by theemperor View Post

      What an art this business is :-)
      "art" is the perfect word, the perfect description, of what "sales" truly are.

      face to face, over the phone, commercials, print, any kind, when its done properly, it is art.
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    • Profile picture of the author profitableblog
      Originally Posted by theemperor View Post

      I'm just starting out in cold calling but the more I read and do the more it seems like chess! And this thread is teaching the openings and gambits. What an art this business is :-)
      I would say both "art" and "poker" because part of the question/response process is to shut up and let them feel uncomfortable silence if it happens - you already know what you know but selling is about learning what they know/doubt/need and fitting a solution to their situation.
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    • Profile picture of the author SEO Jerry
      Originally Posted by theemperor View Post

      I'm just starting out in cold calling but the more I read and do the more it seems like chess! And this thread is teaching the openings and gambits. What an art this business is :-)
      True. IM/SEO is a science that we use art to perfect.
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  • Profile picture of the author Rus Sells
    I'm waiting for more posts to reply too. LOL
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  • Profile picture of the author debml
    Forgot to add a question.... "what exactly does that SEO thing do for my business?"
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    • Profile picture of the author ewenmack
      Originally Posted by debml View Post

      Forgot to add a question.... "what exactly does that SEO thing do for my business?"
      "So that I can help you the best, what would be the number 1 thing you want from your website?"

      ----------------------------------------------------------------------------------------------

      Ewen
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  • Profile picture of the author theemperor
    Of course using a gadget to block Facebook is a terrible solution to the client's real pain point but I guess if your job is selling hammers then you have to just convince them that their problem is a nail.
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    • Profile picture of the author Rus Sells
      Very true but we aren't there to consult them on how they deal with their employees, that's a whole different ball game as far as I'm concerned.

      Originally Posted by theemperor View Post

      Of course using a gadget to block Facebook is a terrible solution to the client's real pain point but I guess if your job is selling hammers then you have to just convince them that their problem is a nail.
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  • Profile picture of the author Rus Sells
    Originally Posted by Old Dog New Tricks
    "I have regular customers that buy from me all the time and I'm going to sell out and retire soon any way. So I don't think I need any of that Internet stuff."
    I know a great fishing hole, you want to join me sometime?

    Really in all seriousness this business owner isn't a good long term candidate for a client. I'd move onto the next guy.
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    • Profile picture of the author kenmichaels
      Originally Posted by Rus Sells View Post

      Really in all seriousness this business owner isn't a good long term candidate for a client. I'd move onto the next guy.
      i would not have any problem setting something up with some one like that.

      imo nothing wrong with short time work,

      also, who knows, maybe the new owner will keep you on.

      and to top it off , over the years i have witnessed many people
      who were going to sell something, never actually do it.

      For instance my brother has a construction company in NY
      i been hearing for 20 yrs how he wants to sell it....
      it is now a running joke.

      but if you ask him, he swears he is serious and really wants to sell it...
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      • Profile picture of the author profitableblog
        Originally Posted by kenmichaels View Post

        i would not have any problem setting something up with some one like that.

        imo nothing wrong with short time work,

        also, who knows, maybe the new owner will keep you on.

        and to top it off , over the years i have witnessed many people
        who were going to sell something, never actually do it.

        For instance my brother has a construction company in NY
        i been hearing for 20 yrs how he wants to sell it....
        it is now a running joke.

        but if you ask him, he swears he is serious and really wants to sell it...
        Ken - that is exactly how I would think about it too - I;d be "grandfathered" into the next owner and a younger owner would probably have a better understanding of value of "internet stuff"
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  • Profile picture of the author Rus Sells
    Well, you guys can obviously sell any one you wish. To me it's not worth the effort to try and close some one who wants to sell their business and if they end up never selling it or selling it way down the line there is no guarantees that the new owner will even care remotely who you are and what you've done. Actually you might be viewed as the person who contributing factor to the reason why the owner wanted to sell, if the business was or is struggling.

    For me, its a move to the next prospect situation.

    Just saying
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    • Profile picture of the author kenmichaels
      Originally Posted by Rus Sells View Post

      Well, you guys can obviously sell any one you wish.
      I wish i really could sell to whoever i wished , i really do.


      Originally Posted by Rus Sells View Post

      To me it's not worth the effort
      And that's what makes the world go round

      It is also why i started this thread. Everyone does it a bit different.

      and those tiny differences, can make or break your career.

      I have been doing this for a looooong time. and i STILL learn something
      just about every day.
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    • Originally Posted by Rus Sells View Post

      Well, you guys can obviously sell any one you wish. To me it's not worth the effort to try and close some one who wants to sell their business and if they end up never selling it or selling it way down the line there is no guarantees that the new owner will even care remotely who you are and what you've done. Actually you might be viewed as the person who contributing factor to the reason why the owner wanted to sell, if the business was or is struggling.

      For me, its a move to the next prospect situation.

      Just saying
      Rus I say this with all the respect I can give to you. You are leaving too much on the table by walking away. I know I'm dating myself but I love the Rocky movies, especially the early ones. Try watching them and get the "Eye of the Tiger". You're seeing to much negative. Look for the Pony not for the pony poop!

      PM or email anytime if you have a challenge in your sales business and I'd be glad to work on it with you.

      Old Dog
      Signature

      P.S. If I can be of any assistance in your "Off" or "On"- line sales and marketing please PM me or email at WinnersChoice-Warrior@yahoo.com . Old Dog

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      • Profile picture of the author Rus Sells
        Selling a business owner who says his business is up for sale, or wants to sell his is like trying to sell a guy a remodeling job who lives in an imminent domain neighborhood and in the next year or so the airport is going to turn his house into a runway.

        There are a plethora of reasons why some one wants to sell their business, usually its not because its already kicking ass and making them tons of money. First thing they do is reduce as many expenses as possible to make the business look better on paper for potential buyers, among other things.

        Its just a head ache to me, but hey! To each his own guys! Close them.

        Originally Posted by Old Dog New Tricks View Post

        Rus I say this with all the respect I can give to you. You are leaving too much on the table by walking away. I know I'm dating myself but I love the Rocky movies, especially the early ones. Try watching them and get the "Eye of the Tiger". You're seeing to much negative. Look for the Pony not for the pony poop!

        PM or email anytime if you have a challenge in your sales business and I'd be glad to work on it with you.

        Old Dog
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  • Profile picture of the author Rus Sells
    Rus, the business owner isn't long term but his business should be. When and if he sells you need to have your service sold to the new business also. A new fresh excited owner will consider you the absolute authority especially when you tell them the story of what you did for Bob.
    You make a good point but it won't change my mind. I've been there done that already and in "MOST" cases it doesn't look good for any service providers when the new owner comes to town. They have their own ideas and perspectives on what they want to do and to me its not worth the time or effort to resell the service to some one. Often the owner will do a complete re-hash of the businesses image and branding and god only knows what else.

    I'm an old dog but this is one trick you will never teach me. = )
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  • Profile picture of the author Rus Sells
    Originally Posted by Greg Cooksley

    Question: Why is your quote so expensive?

    Regards

    Greg
    Mr. Business owner, that's a great question and it usually stems from not clearly understanding the value of the services I provide. So I must have missed it somewhere while explaining this to you, and sometimes it's just because you've been approached by lessor experience wanna be semi-professionals offering these services.

    Either way let me communicate it this way.

    For example, any monkey can fill out some profiles in sites like yelp, or super pages, or even Google places. Any one can get a web site from "some guy" for a measly $99 dollars and sometimes even cheaper in some cases. Any one can use questionable tactics when attempting to get your web site to rank on the first page of Google.

    So what are you paying for?

    You're paying for my comprehensive insight into marketing, research, search engine user trends, traffic generation, conversions into new paying customers, and a myriad of other things that would just leave you numb because you really don't have time for a class on advanced online marketing techniques. Right?

    Mr. Business owner, right..I see where you're coming from...

    So...

    Its kind of like this... If you have a very serious law suite who would you rather hire? The law student in his first year out of collage OR Barnaby Jones. = )
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    • Profile picture of the author somacorellc
      Originally Posted by Rus Sells View Post

      Its kind of like this... If you have a very serious law suite who would you rather hire?
      That nails it - I'd rather hire someone that knows it's a lawsuit and not a law suite

      "What if all this stuff you're doing doesn't pull in any customers? Then what am I stuck with?"
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      • Profile picture of the author Rus Sells
        LOL yeah suit not suite! My brain can't control my fingers.

        Originally Posted by somacorellc View Post

        That nails it - I'd rather hire someone that knows it's a lawsuit and not a law suite

        "What if all this stuff you're doing doesn't pull in any customers? Then what am I stuck with?"
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  • Profile picture of the author Eddie Spangler
    "What if all this stuff you're doing doesn't pull in any customers? Then what am I stuck with?"

    If the stuff that Im about to do for you doesnt work they you need to go out of business because they just dont want what you have.
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    • Profile picture of the author iAmNameLess
      Originally Posted by Eddie Spangler View Post

      "What if all this stuff you're doing doesn't pull in any customers? Then what am I stuck with?"

      If the stuff that Im about to do for you doesnt work they you need to go out of business because they just dont want what you have.

      You can't be serious that you answer a question like that... Who are you to tell a business owner they shouldn't be in business when they have all this time?

      "What if all this stuff you're doing doesn't pull in any customers? Then what am I stuck with?"

      Eddie, I don't work with companies or business owners that I am not certain I can get results for. Bottom line is, do you want results, or do you want to worry about your competition getting the results you want?
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      • Profile picture of the author Eddie Spangler
        Originally Posted by iAmNameLess View Post

        You can't be serious that you answer a question like that... Who are you to tell a business owner they shouldn't be in business when they have all this time?

        "What if all this stuff you're doing doesn't pull in any customers? Then what am I stuck with?"

        Eddie, I don't work with companies or business owners that I am not certain I can get results for. Bottom line is, do you want results, or do you want to worry about your competition getting the results you want?
        A rebuttal like this is not for the weak of heart.

        It is said with a touch of humor behind it that cleary implies kind of what you wrote, Its my way of saying "This will work, trust me Im the professional here"
        Anyone who would make that type of objection usually says it as a final smokescreen just to test you, a "what if this doesnt work" type thing, especially if they have never tried this method before.

        See how that works?
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        • Profile picture of the author iAmNameLess
          Originally Posted by Eddie Spangler View Post

          A rebuttal like this is not for the weak of heart.

          It is said with a touch of humor behind it that cleary implies kind of what you wrote, Its my way of saying "This will work, trust me Im the professional here"
          Anyone who would make that type of objection usually says it as a final smokescreen just to test you, a "what if this doesnt work" type thing, especially if they have never tried this method before.

          See how that works?
          I think it is overly arrogant and something that will turn people off. Your services, are in question, not his business. You could have someone on the line right then ready to buy and that statement could completely turn them off. If you haven't experienced that then it is just because you haven't had enough calls where you said that.

          See how that works?
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  • Profile picture of the author Sander Zaydman
    This all Sounds great, but i need to ask MY Wife.
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  • Profile picture of the author Sander Zaydman
    This all Sounds great, but i need to ask MY Wife.
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    • Profile picture of the author Claude Whitacre
      Originally Posted by Sander Zaydman View Post

      This all Sounds great, but i need to ask MY Wife.
      HEY! Does anyone have an answer for this one? I do (And I think I read a great one by either JD or Ken Michaels in one of their reports.) I have an answer, but I left the last two posts. Anyone? I'm lonely.

      Question: "My Yellow Page contract is up in 4 months. Can you call me then?"

      and "I have to wait until the election to see how the economy goes"

      Guys?
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      • Profile picture of the author kenmichaels
        Originally Posted by Claude Whitacre View Post


        Question: "My Yellow Page contract is up in 4 months. Can you call me then?"
        Me ) Sure i can call you then, but that would be a huge mistake.

        Bob) why

        Me) well let me ask you, do you really want to wait another four months to
        start bringing in new business?

        Of course not, So lets talk about the real issue ...

        ( 10 to 1 its $$$ ) << -- not said out loud

        I think this one has about 50 different answers that would work.
        That was just the first one to pop into my head.

        Originally Posted by Claude Whitacre View Post

        "I have to wait until the election to see how the economy goes"
        This one, i would just kinda do a low chuckle, and say
        Yeah, i understand, what do you think is going to happen...

        and then just let them talk for a while.

        I would then figure out if they were a bona fide nutjob and move on,

        or I would have have all the bullets i needed to close them.


        Q: I have had a website for 10 years, i have never made a dime.
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    • Profile picture of the author dave147
      Originally Posted by Sander Zaydman View Post

      This all Sounds great, but i need to ask MY Wife.
      ok, discuss it with your wife, and don't forget to show her
      this (a great benefit)

      and this (another great benefit)
      and this (another great benefit)
      and this (another great benefit)

      and don't forget to show her the price, then I'm sure she will realize the value
      in joining us.

      What you're doing above is reminding the guy of some great reasons why he should sign up with you, and if he still needs to discuss it with his wife, he more than likely will point out the benefits of joining you



      Question: Do you guarantee results?
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      • Profile picture of the author vndnbrgj
        I haven't posted due to the fact these aren't relevant to me...
        So I don't have a rebuttal.
        Doesn't mean I forgot about you, I love this thread and the idea behind it.

        Originally Posted by Claude Whitacre View Post

        Question I get; "Can I pay you as a percentage of the increase in sales" (or some other "pay for results" question)
        Sure Mr. Prospect. After we get the foundation down, that is how we work the next steps.
        Performance based. Where I only get paid when you do, but we need the foundation fin place first.

        Originally Posted by dave147 View Post

        Question: Do you guarantee results?
        Yes and No Mr. Prospect.
        While I can't guarantee a certain result, I can guarantee you will make your investment back and then some. If you don't, I will return to you what you have invested.
        I stand behind everything I do Mr. Prospect, as I hope you do.
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      • Profile picture of the author tryinhere
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        • Profile picture of the author dave147
          Whether it's a houdini move or not, you're still going to hear it, no matter how much you pre-qualify them as the decision maker, and sometimes it is the truth, sometimes it is the partner that makes the financial decisions. So even though you'd rather not hear it, when you do hear..."This all Sounds great, but i need to ask MY Wife" or my "partner" or my "marketing person" you need the best possible response to that response., because sometimes they are actually telling you the truth.
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          • Profile picture of the author tryinhere
            Originally Posted by dave147 View Post

            Whether it's a houdini move or not, you're still going to hear it, no matter how much you pre-qualify them as the decision maker, and sometimes it is the truth, sometimes it is the partner that makes the financial decisions. So even though you'd rather not hear it, when you do hear..."This all Sounds great, but i need to ask MY Wife" or my "partner" or my "marketing person" you need the best possible response to that response., because sometimes they are actually telling you the truth.
            Yes they may be telling the truth you are correct, as as mentioned when this happens you need to tighten your pre qualification and not be there doing the presentation or find out during the presentation and reschedule / not give details or numbers as it is pointless if a decision can not be made otherwise your just a giver of information and quotes and neither make money.

            I deal with these calls each day so not making guess work, been doing this a long time and I have nothing to sell here and been stung many times by the my partner needs to check with this line by all and sundry, just giving out some tips thats all, take them or leave them. if you have this problem, pre qualify, re qualify or re book.

            / as Ken indicates below is very correct.

            Originally Posted by Ken_Caudill View Post

            Two things:

            1. Gee, Bob, I thought I was talking to the decision maker. You don't really think she'd be mad at you for making a sound business decision, do you?

            2. I understand, Bob. When can the three of us meet? 2:00 this Friday OK?

            Use the first if he's bullshitting you. Why let him off the hook so easily?

            Use the second of you think he's telling you the truth.
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            • Profile picture of the author dave147
              Originally Posted by tryinhere View Post

              I deal with these calls each day so not making guess work, been doing this a long time and I have nothing to sell here and been stung many times by the my partner needs to check with this line by all and sundry, just giving out some tips thats all, take them or leave them. if you have this problem, pre qualify, re qualify or re book.
              I am not questioning your expertise and do keep the great tips coming. My point is
              you'll hear that response from business owners even though they appear to be "qualified" and have the authority to make the decision right then and there. You will still come across that response, whether it's the truth or not.

              and yes, this is a good response...

              Originally Posted by Ken_Caudill View Post

              Two things:

              1. Gee, Bob, I thought I was talking to the decision maker. You don't really think she'd be mad at you for making a sound business decision, do you?

              2. I understand, Bob. When can the three of us meet? 2:00 this Friday OK?

              Use the first if he's bullshitting you. Why let him off the hook so easily?

              Use the second of you think he's telling you the truth.
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              • Profile picture of the author Claude Whitacre
                " I need to talk to my wife"

                When I was selling in-home, I would show up, and the husband (or wife) wasn't there...even though they said they would be. The wife would usually say "Oh, don't worry, I make all the decisions anyway. We don't need him to be here. I promise, if I like it, I'll buy it" I kid you not, that happened often. And so the first few years, I'd be talked into doing my presentation. And in the end they would say "Wow, that looks great! Of course, I'll have to ask my husband"

                So eventually, it became a law that no wives will be pitched alone...no matter what is promised. Because the promise doesn't matter. Now, what happened in these cases?

                At the beginning, the lady was sure she wouldn't be interested, so any promise held no weight for her. But after she saw my product...she really wanted it, and the reality was, she really did need to talk to her husband for that amount of money.

                Now, when selling a business owner? I've only had the "talk to the wife", objection during a presentation, once. When prospecting by phone, it's common. But at the end of a presentation? Once. Mostly because I prequalify strongly, and if the wife works in the business, she is there to listen (I do presentations in their place of business usually). And for me, it's easier to sell two people than one, because the dynamic is that they each only have to make half the decision (I won't go into detail about that, but couples are easier to sell)

                Anyway, the one time the guy said "I have to talk to my wife about this, before we can go ahead" I said.

                "Joe, I only want to work with people that are absolutely certain that this program will increase their business, and make them money. I've given you every piece of information needed for you to tell me if that's you. Are you absolutely certain this will make you money?"

                Joe "Yes" (to be honest, I could tell the mental switch had just gone on at that point, but I continued anyway)

                Claude "Joe, couples talk about added expenses, added costs, buying items that go down in value like cars, furniture, and trips. But added business? If your wife told you that she found a source of added business and added profit...but she said she had to delay because she needed your permission to make more money...what would be your reaction?"

                Joe (I kid you not said ) "I'd tell here that she was smart and should just go ahead" (see what I mean about the switch already going on?)

                Claude "Joe, should we schedule another meeting where you can hear the same things again, but she can hear it for the first time...or should we just go ahead? And of course, I'll be available at any time to answer any questions". ( I highly recomment this question)

                He said to go ahead and start work, and gave me his credit card.

                But...."Claude the Smart" knew that the war wasn't over. This sales was still imaginary, because the wife could say "No" at any time. So I did a couple of things. 1) I left a DVD of a speech I gave (that the husband didn't see) outlining the exact program they bought. I sold the program to audiences, and this was basically what he got from me, except I asked him more relevent questions. I asked him if he would show it to his wife that evening. He agreed. The next day, I stopped by the store (his store) when I knew she would be there...and it was lucky I did! She had a few thoughts about the program that, thankfully, were easily explained. Had she not seen the DVD, and I hadn't stopped by the next day, the sale would have unravelled.

                Now.........I want you guys to know that if I knew I was going to have to go through all those steps, I wouldn't have done the presentation. But I was invested. My time was spent, so I wanted to salvage what I could.

                I only used this dialogue once. I have no idea how effective it really is with multiple tries.
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              • Profile picture of the author tryinhere
                Originally Posted by dave147 View Post

                I am not questioning your expertise and do keep the great tips coming. My point is
                you'll hear that response from business owners even though they appear to be "qualified" and have the authority to make the decision right then and there. You will still come across that response, whether it's the truth or not.

                and yes, this is a good response...
                Dave 147 my apologies, I read after this that this thread is for phone sales only so in effect my answers are null and void, I will go back and delete my response (if possible) and apologies for any confusion up front, my error. Maybe there will be a general sales thread down the line.

                Thanks
                Pete
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                • Profile picture of the author kenmichaels
                  Originally Posted by tryinhere View Post

                  Dave 147 my apologies, I read after this that this thread is for phone sales only so in effect my answers are null and void, I will go back and delete my response (if possible) and apologies for any confusion up front, my error. Maybe there will be a general sales thread down the line.

                  Thanks
                  Pete
                  Sales are sales, please feel free to participate.
                  I wish i was around to see that thread you deleted, i bet it was interesting.
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                  • Profile picture of the author tryinhere
                    Originally Posted by kenmichaels View Post

                    Sales are sales, please feel free to participate.
                    I wish i was around to see that thread you deleted, i bet it was interesting.
                    Sure happy to chime in where I can and have a few odd years in sales behind me, but compared to the many top guys n gals here not sure how effective any help would be.
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                    • Profile picture of the author dave147
                      Originally Posted by kenmichaels View Post

                      Sales are sales, please feel free to participate.
                      I wish i was around to see that thread you deleted, i bet it was interesting.
                      Originally Posted by tryinhere View Post

                      Sure happy to chime in where I can and have a few odd years in sales behind me, but compared to the many top guys n gals here not sure how effective any help would be.
                      Yes sales are sales, looking forward to your great participation. It all helps!
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                      • Profile picture of the author Kevin McNally
                        For Closers only, put that Coffee down.......

                        One of the best movies ever, what a cast......

                        Note : Video has some strong language. 1mins 20 seconds in for closers...

                        https://www.youtube.com/watch?v=KUqo5tPZjrM
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                        • Profile picture of the author tryinhere
                          Originally Posted by dave147 View Post

                          Yes sales are sales, looking forward to your great participation. It all helps!
                          Originally Posted by Kevin McNally View Post

                          For Closers only, put that Coffee down.......
                          @ Dave I work mainly offline sales and @ Kevin Closing is something that I work in / from warm leads similar to that clip, I do not make 15K in 2 hours but work at some decent levels.

                          In the last week I have closed one deal that netted me 1504 in one hour and a half putting that close on around 1K an hour income, another close yesterday I took home around $800 for an hours work and today closed 3 from 4 leads a few were small frys but one took home around 2600 for an hour and a half which works around 1.7K an hour income.

                          So far this week probably topped the average persons monthly pay and still will run for another 3 days to finish the week, given the leads stay strong the take home should be around 2 months in a week.

                          What it is we sell is not important as it could be anything much that people can sell, but like anything you learn what and what not to do with closing and how to walk away with a good income, so given that yes if there are any offliners and they have questions perhaps related to general offline sales then why not fire them up.

                          If there is any one tip I would give or thing if there is a word, I like the term unplugged as in after so many years of listening to the so called sales crap, I have stripped it right back to the basics, just straight talk no fluff and sales gimmicks, sometimes people can go to far in the try hard stakes.

                          I also see here many people that make what I do small fry so with that a lot of respect to those and they know who they are here thats for sure.

                          On a personal side I really do not care about talking about what I do in that I have nothing to prove to anyone and rather just fly low and gave a small insight to give some background only, but where I can find 5 to help here and there happy to add to the topic.

                          One thing I would like to see is real live training where we could take some people out and let them see, feel watch a sales process in action, but given how difficult that would be the forum is the next best thing.
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      • Profile picture of the author Claude Whitacre
        Originally Posted by dave147 View Post

        Question: Do you guarantee results?
        I've had that question at two points. One in the presentation and one when closing.

        In the presentation;
        "Yes. And I'll be covering that in a moment"

        When closing: "Yes, I guarantee everything I say I'll do, I do. You'll get at least one Google or Youtube page one search result within 60 days or your money back." (We control, to a very large extent, what their expectation of "Results" is)

        If they ask "Do you guarantee sales?" (Which I actually get more often)

        "No. I can guarantee everything I have control over. I guarantee exposure to highly likely buyers. But I can't guarantee how you handle the calls or how well you sell. If you had a steady stream of prospects calling you for information about your product (service), would you be willing to take responsibility for actually selling them?"

        'Yes"

        "Then this sounds like a winner, doesn't it. (I say it like a statement, not a question)

        Saying "No" as part of your answer really sets up up as the authority figure. It's genuine, and sounds completely devoid of pitching.

        Many questions I get in a presentation, I answer with a "Yes" or "No" first, and then a more fleshed out answer.

        Of course, you can interpret "guarantee Results" several different ways.


        My question;
        How about "What if one of my competitors does the same thing as you are doing"
        (meaning they hire someone that duplicates my efforts) I actually get versions of this pretty regularly.
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        • Profile picture of the author Rearden
          "You know, Mr. Whitacre, that's a great question, and you must have a reason why you're asking -- why is that important to you?"
          [Listen for hot buttons, and frame their concerns into a trial close].

          "So, if I can guarantee you work exclusivity with me and no other of your competitors, is there any other reason that would stop you from moving forward today?"


          Objection:

          Pitching burial insurance -- "My kids have enough money to take care of the burial for me, and I'm on a fixed income, you know."

          Originally Posted by Claude Whitacre View Post

          I've had that question at two points. One in the presentation and one when closing.

          In the presentation;
          "Yes. And I'll be covering that in a moment"

          When closing: "Yes, I guarantee everything I say I'll do, I do. You'll get at least one Google or Youtube page one search result within 60 days or your money back." (We control, to a very large extent, what their expectation of "Results" is)

          If they ask "Do you guarantee sales?" (Which I actually get more often)

          "No. I can guarantee everything I have control over. I guarantee exposure to highly likely buyers. But I can't guarantee how you handle the calls or how well you sell. If you had a steady stream of prospects calling you for information about your product (service), would you be willing to take responsibility for actually selling them?"

          'Yes"

          "Then this sounds like a winner, doesn't it. (I say it like a statement, not a question)

          Saying "No" as part of your answer really sets up up as the authority figure. It's genuine, and sounds completely devoid of pitching.

          Many questions I get in a presentation, I answer with a "Yes" or "No" first, and then a more fleshed out answer.

          Of course, you can interpret "guarantee Results" several different ways.


          My question;
          How about "What if one of my competitors does the same thing as you are doing"
          (meaning they hire someone that duplicates my efforts) I actually get versions of this pretty regularly.
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          • Profile picture of the author Claude Whitacre
            Originally Posted by Rearden View Post

            Objection:

            Pitching burial insurance -- "My kids have enough money to take care of the burial for me, and I'm on a fixed income, you know."
            Reardon: I don't know if you can overcome this. Some people simply don't care about passing on expenses. But here's a shot.

            "Mrs. Jones, Not who can, but who do you think should pay for the final expenses? (wait for an answer) We have a special program just for people on a limited budget...."

            I may mention that once the policy is issued, it's in the kid's interest to pay the premium.
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  • Profile picture of the author vndnbrgj
    Where was I the last few times this came up?
    I think this would be better in a G+ hangout or Skype.

    Instant rebuttals just like with a prospect.
    You don't get to go away for a few hours to think of a good comeback, do it on the fly.
    You will become better as a result.
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  • Profile picture of the author vndnbrgj
    This thread will stay alive!
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  • Profile picture of the author kenmichaels
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    • Profile picture of the author Sue Bruce
      @ Claude "Question: "My Yellow Page contract is up in 4 months. Can you call me then?"

      Just had this one recently. I don't focus on this question, Period anymore. Instead, I'll ask them a probing question about the reason WHY they're asking me to do a CB.

      Rebuttal: "Just out of curiousity, how much ROI do you get monthly on your YP investment?"
      Most prospects can't give a number.

      "You and I can put a simple tracking system in place in a few minutes so you can see by the numbers exactly how profitable the ad is."

      It's a foot in the door. I can set up the system on the phone (if not local)or in person, and get more info about their total advertising budget, how much their YP ad is, what size, how much each customer is worth, etc. Once I've gone as far as I can go with the info gathering, I can slide into services offered very easily.

      As soon as YP is mentioned by the customer my mind is thinking, "Cut the size of the ad probably by half, the remaining should be going into my business account because I can show them better ROI's for their money.

      Sue
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  • Profile picture of the author mnall01
    I love ewenmack's questions. It's important in any sales situation to stay in control. Questions allow you to do that. If you come back with a quick answer, like, We do that too, or yes we can or no we can't... it indicates a couple of things to your prospect. The first is that you haven't really thought about their question. The other thing it can do, is put you in the me too category. If you pigeon hole yourself into the me too category, you will have a hard time differentiating yourself from you competition, have to settle on lower pricing and make it harder to close deals. Asking questions helps to draw out true needs and hot buttons for your prospect and allows you to hone in on the things that matter most to them. Nice job ewenmack.
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    • Profile picture of the author Sue Bruce
      Ooops, forgot to ask one.

      Can you send something over for me to have a look at?
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      • Profile picture of the author Mwind076
        Originally Posted by Sue Bruce View Post

        Ooops, forgot to ask one.

        Can you send something over for me to have a look at?
        (I'm going to jump in here and hope I'm playing right)

        Sure, what's your email? (marysmith@abc.com) Sounds good, I'll send over an email tonight with my contact information and the link to our site with some bullet points for you to review. Will you be in on Wednesday so I can touch base to answer any questions and get your feedback (this makes them think you want their input)? (Yes) Great, morning or afternoon? - then follow up! (No) That's fine, what day will you be in the office?


        Ok, my question/excuse:

        I just had that (SEO, videography, website redesign) done 3 months ago, and I haven't seen any ROI, so I'm not going to waste your time, I'm NI.
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        • Profile picture of the author vndnbrgj
          Originally Posted by Mwind076 View Post

          Ok, my question/excuse:

          I just had that (SEO, videography, website redesign) done 3 months ago, and I haven't seen any ROI, so I'm not going to waste your time, I'm NI.
          That's not a problem.
          MWind, do you mind if I just ask you why you got that service 3 months ago?


          My Logic:
          I always respond with... "That's not a problem" first.
          Then, turn it around into a question to get her (in this case) to tell me her reasons she buys
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          • Profile picture of the author Mwind076
            Originally Posted by vndnbrgj View Post

            That's not a problem.
            MWind, do you mind if I just ask you why you got that service 3 months ago?


            My Logic:
            I always respond with... "That's not a problem" first.
            Then, turn it around into a question to get her (in this case) to tell me her reasons she buys
            EXACTLY what I do. Not that I "can't" answer it, but they are already on a negative spin...so get them talking about something else or take it around the bush, and try again! I'll add, that after 2 "NI" type statements, I just send info and move on, there's more fish.

            Oh, and add your question!!!!!!
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        • Profile picture of the author Sue Bruce
          Originally Posted by Mwind076 View Post

          (I'm going to jump in here and hope I'm playing right)

          Sure, what's your email? (marysmith@abc.com) Sounds good, I'll send over an email tonight with my contact information and the link to our site with some bullet points for you to review. Will you be in on Wednesday so I can touch base to answer any questions and get your feedback (this makes them think you want their input)? (Yes) Great, morning or afternoon? - then follow up! (No) That's fine, what day will you be in the office?


          Ok, my question/excuse:

          I just had that (SEO, videography, website redesign) done 3 months ago, and I haven't seen any ROI, so I'm not going to waste your time, I'm NI.
          I love this answer. If more marketers would do this it's $$$ in the bank. When we're newbies we tend to say "Sure, what's your email address and are happy that we got that far. Take it further. Take it as far as you can go.

          Sue
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      • Profile picture of the author kenmichaels
        Originally Posted by Sue Bruce View Post

        Can you send something over for me to have a look at?
        I could, but no.

        Bob i know that sounds harsh ...
        but your a busy person, you have your business, you have a life, things will get
        in the way, i know, i know you will promise to read it, and you will have
        every intention of doing so, but chances are its not going to happen.

        This decision is just too important. I would not being doing my job
        if i let this opportunity slip away from you, so lets take a few minutes
        and get all your questions answered now ... fair enough?

        Q: Exactly how much money am I going to make every month?
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  • Profile picture of the author vndnbrgj
    My objective is to elicit your buying code.
    Then formulate a service that fits your need, while at the same time, I will make myself and my company look like the only reasonable solution.
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    • Profile picture of the author Sue Bruce
      Ken Michael's rules
      Rules:

      Anybody can leave a question, then anybody, can leave what they would say as the rebuttal. ( quote the question so we don't have confusion )

      After you answer a rebuttal. Please leave another question for some one else to answer / rebut.

      ---------
      NO BULLSH** hypothetical questions. ONLY ask questions you have been asked.

      NO BULLSH** hypothetical responses. ONLY drop a rebuttal if you have used it.
      ---------

      The idea is for this thread to become a place for people to print out
      the responses that best fit them, and pin them to the wall of their workstation.

      If this goes halfway decent, i am hoping for 5 - 10 different rebuttals per question that would be a HUGE help to some people.


      *This thread is to help learn phone sales. Please don't leave comments
      that are negative to phone sales.

      Sorry Ken, some just aren't geting it.

      Sue
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      • Profile picture of the author Mwind076
        Originally Posted by Sue Bruce View Post

        Ken Michael's rules
        Rules:

        Anybody can leave a question, then anybody, can leave what they would say as the rebuttal. ( quote the question so we don't have confusion )

        After you answer a rebuttal. Please leave another question for some one else to answer / rebut.

        ---------
        NO BULLSH** hypothetical questions. ONLY ask questions you have been asked.

        NO BULLSH** hypothetical responses. ONLY drop a rebuttal if you have used it.
        ---------

        The idea is for this thread to become a place for people to print out
        the responses that best fit them, and pin them to the wall of their workstation.

        If this goes halfway decent, i am hoping for 5 - 10 different rebuttals per question that would be a HUGE help to some people.


        *This thread is to help learn phone sales. Please don't leave comments
        that are negative to phone sales.

        Sorry Ken, some just aren't geting it.

        Sue
        Just wondering...who are you talking about? I can't find anyone that wasn't doing the game?

        I answered yours, then someone answered mine
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        • Profile picture of the author Sue Bruce
          Originally Posted by Mwind076 View Post

          Just wondering...who are you talking about? I can't find anyone that wasn't doing the game?

          I answered yours, then someone answered mine
          mnall0l Not a clue what we are doing
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          • Profile picture of the author mnall01
            Originally Posted by Sue Bruce View Post

            mnall0l Not a clue what we are doing
            I fully understood what the rules were and what the point of this thread is. I was merely trying to add to the dialogue and to recognize the power of the strategy that ewenmack was employing. People new to sales may not understand how important this technique is. I was only trying to expand on that a little bit. I'm sorry that you didn't find any value in it. Brutal
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            • Profile picture of the author Mwind076
              Originally Posted by mnall01 View Post

              I fully understood what the rules were and what the point of this thread is. I was merely trying to add to the dialogue and to recognize the power of the strategy that ewenmack was employing. People new to sales may not understand how important this technique is. I was only trying to expand on that a little bit. I'm sorry that you didn't find any value in it. Brutal
              If YOU'RE learning something, then don't worry about others that are uptight
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            • Profile picture of the author Sue Bruce
              Originally Posted by mnall01 View Post

              I fully understood what the rules were and what the point of this thread is. I was merely trying to add to the dialogue and to recognize the power of the strategy that ewenmack was employing. People new to sales may not understand how important this technique is. I was only trying to expand on that a little bit. I'm sorry that you didn't find any value in it. Brutal
              Just take a quick minute to look at Ken's rules. He wants us to ask a question at the end of our post. So we give an answer first and then ask a hypothetical question. Very simple but so informative from the info gathered in reply to the question.
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  • Profile picture of the author helisell
    Hopefully some of the newer folks will spot from Ewan that EVERY rebuttal is a request for more information.....EVERY TIME.

    In fact almost ANY question will do, and I mean even a seemingly completely obscure question....example

    "I'm sick to death paying out good money to you web people and not seeing a return on it"

    Mr Customer....can I ask you....what was the last big purchase you made for the home?
    And can I ask....what made you pick that particular model and not a cheaper one?

    Hint: we are heading towards a discussion about spending and value and choices and we can steer the conversation back to his original objection in a very meaningful way. Not a word-for-word answer I know but useful I hope.

    My objection: I like what you have but I'd just need to think about it overnight and I'll call you tomorrow.
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    • Profile picture of the author vndnbrgj
      Originally Posted by helisell View Post

      My objection: I like what you have but I'd just need to think about it overnight and I'll call you tomorrow.
      Not a problem Helisell.
      Which part of it do you need to think over?
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    • Profile picture of the author Sue Bruce
      [DELETED]
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      • Profile picture of the author vndnbrgj
        Originally Posted by Sue Bruce View Post

        OMGosh! See what i mean?
        Are you talking about me....???
        :confused:
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        • Profile picture of the author Sue Bruce
          No, the previous post.
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          • Profile picture of the author Mwind076
            Originally Posted by Sue Bruce View Post

            No, the previous post.
            I don't think she knows who she's talking about. LOL. Someone needs to get a shorter horse.
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    • Profile picture of the author Claude Whitacre
      Originally Posted by helisell View Post

      Hopefully some of the newer folks will spot from Ewan that EVERY rebuttal is a request for more information.....EVERY TIME.

      In fact almost ANY question will do, and I mean even a seemingly completely obscure question....example

      "I'm sick to death paying out good money to you web people and not seeing a return on it"

      Mr Customer....can I ask you....what was the last big purchase you made for the home?
      And can I ask....what made you pick that particular model and not a cheaper one?

      Hint: we are heading towards a discussion about spending and value and choices and we can steer the conversation back to his original objection in a very meaningful way. Not a word-for-word answer I know but useful I hope.

      My objection: I like what you have but I'd just need to think about it overnight and I'll call you tomorrow.
      A few things;
      1) Smart answer
      2) Great Avatar. It gives a powerful marketing message. I'm not kidding.

      I see the logic of your response, but I put in something before I start the "spending and value choices" discussion.

      I ask "Something must have happened. Tell me about it"

      I want them to vent their pain before I start really rebutting their objection. If you try it, you'll see that you'll get a better response to your answer. Not that you asked my opinion.

      And to everyone;
      If you get an objection that has any hint of anger, or the customer had a bad experience...you really need to let them vent, before you start answering their objection. If they are angry (not at you), and you answer their objection...they are still angry while you are talking. They won't hear you. Seriously, this is a major reason most answers to objections don't work. Because you didn't bridge the gap between "Grrr I have experienced pain in the past, and you are reminding me of it" and "Here is my slick bear trap close."

      This is very very hard to teach. But it's the bridge from objection to solution.

      It really helped my selling what I had this AHA moment. And it came late in life. I'm hoping we can shorten this curve a little for some.


      Someone gave; "I have to talk to my wife/husband" a shot, but it's an objection I get (only on the phone) kind of regularly.

      The only real objection I get often is "I need to think about it" or a variation of that.
      I really can't blame them, I am asking for thousands of dollars. And I have a few answers. But I'd like to see what you guys do with it. It's a very common objection. vndnbrgj gave an answer, but it wasn't fleshed out. (By the way, it's part of what I say too)
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      • Profile picture of the author kenmichaels
        ===============================================
        I have a solution for that, that works, how ever i don't
        really suggest using it. While it does get the sale most of the time
        it often leads to a charge back ... or buyers remorse.
        ===============================================

        Originally Posted by Claude Whitacre View Post

        "I have to talk to my wife/husband"
        OK bob that's fair, I am a big family guy myself so i understand,
        i have been married 14 years how long have you been married?

        (bob) 10 years

        (me) that's awesome, good for you.

        Real quick bob, before i let you go, let me ask you a question.

        You guys got married because you love and trust each other .. right ?

        (bob ) of course.

        ( me ) ok so what your saying is, and correct me if i am wrong bob
        your saying that your wife expects you to make decisions that will
        help the business, and ultimately your family .... right?

        ( bob ) uh ... yeah

        Now that we have that out of the way, what is it you really need to talk to your wife about

        Is it the money?

        ( bob ) yeah

        ok, so do you need to ask if you have the money or if you can spend the money

        ( they ALWAYS SAY ... "DO I HAVE IT" ... ALWAYS )

        ( me ) so bob your saying if it was only 5.00, you would not need to talk to your wife
        is that correct?

        ( bob ) yes

        ( me ) great

        --- now your at the money... close em

        =========================

        again, i really suggest not to use that. It WILL get you the sale
        but there is a real good chance, the wife is going to get pissed
        and tell him to get his money back.

        I have a few others that work also, but like Claude said
        just because you can do it, doesn't mean you should.

        =========================
        .



        Originally Posted by Claude Whitacre View Post

        "I need to think about it"
        Bob, if you really need to think about it, then i must not be
        doing my job properly, what part is it you need to think about?

        - In my experience, that question usually only comes
        up when you haven't been getting them to commit properly
        through the pitch.

        More often then not, its about money
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        • Profile picture of the author Claude Whitacre
          Originally Posted by kenmichaels View Post

          ===============================================
          I have a solution for that, that works, how ever i don't
          really suggest using it. While it does get the sale most of the time
          it often leads to a charge back ... or buyers remorse.
          ===============================================



          oops ran out of time, ill come back and put this one in later
          sorry.




          Bob, if you really need to think about it, then i must not be
          doing my job properly, what part is it you need to think about?

          - In my experience, that question usually only comes
          up when you haven't been getting them to commit properly
          through the pitch.

          More often then not, its about money
          "I want to think about it".

          You & Reardon may be on the same page with this one.. I did the Tom Hopkins "Just to clarify my thinking, what do you need to think about is it the ...(followed by questions leading them to) Is it the money?" also.

          It works. I used it for years and it worked like a charm. Maybe 40% of the time I would get a sale after this objection (assuming the presentation was solid). But there is more involved after their response. Then, I would have to "Reduce it to the rediculious", and the whole sequence took some time.

          Then, an old Encyclopedia salesman let me watch him in the home. He got that objection and got the sale. He only had one answer for every objection....and it was amazing. I memorized the close and it works as well and is faster than the Tom Hopkins close..

          "I need to think about it".

          Of course you do. And I don't work with just anyone. It's my decision too. I only want happy customers. I don't want customer that I have to badger to buy, or customers that have doubts. In fact, I only want to work with people that are so excited that they can't wait to get started. So the only question is, are you one of those people?"

          This doesn't work except in about 35% of cases. But in those cases, it really snaps their brains to attention. And if they still whine, that means it's over.... and I can leave (or hang up).

          Either way, I win. I just want to move forward or leave. (or hang up)

          I was in a person's home once closing for three hours (I'm tenacious) The husband looks at me and says "We just need to think about it".
          I said "I've been here for three hours. Think faster". I kid you not, they bought. I tried it about 5 more times with ..well....bad results. But I wanted to share that.

          I still haven't heard a complete response to "I need to talk to my wife"
          (Unless I missed it)

          Added later: To Mwind076..Shorter horse..I just got it!:rolleyes:
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  • Profile picture of the author biz2mob
    Objection from restaurant owners I hear a lot.

    Our restaurant is too small we don't do any marketing!
    (In response to SMS marketing)
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    • Profile picture of the author vndnbrgj
      Originally Posted by Sue Bruce View Post

      OMGosh! See what i mean?
      Originally Posted by biz2mob View Post

      Objection from restaurant owners I hear a lot.

      Our restaurant is too small we don't do any marketing!
      (In response to SMS marketing)

      I am not on the SMS bandwagon.
      It is used as an add-on/complimentary sale for me.

      But, here's a few things you could say.

      That's not a problem.
      Let me ask you, what were your goals when you started this restaurant?

      That's not a problem.
      Would you mind telling me, what "too small" means to you?

      That's not a problem.
      Mind if I ask you how that's working for you?
      (Let then answer)
      Do you ever have any slow nights?

      Or if they tell you xxxx night is usually slow....
      Ask them what they have done to try and fix this.
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  • Profile picture of the author vndnbrgj
    "I need to talk it over with my wife." (Or someone)

    Not a problem. I understand.
    Mr. Prospect, if I may, do you normally run all business decisions by your wife, spouse, business decisions, etc?

    Does everyone I have said so far make sense to you?
    Can you see how it can help your business achieve (insert business goals here)?
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    • Profile picture of the author Claude Whitacre
      Originally Posted by vndnbrgj View Post

      "I need to talk it over with my wife." (Or someone)

      Not a problem. I understand.
      Mr. Prospect, if I may, do you normally run all business decisions by your wife, spouse, business decisions, etc?

      Does everyone I have said so far make sense to you?
      Can you see how it can help your business achieve (insert business goals here)?
      Vndnbrgj; I see the process, but could you continue? Maybe until the guy says "OK, Vndnbrgj...I submit to you". Seriously, you have great stuff, but I know there's more to it. :p

      Added later; Reardon; Yeah, I tend to think of the "I need to ask my wife" as something I should have handled at the beginning too. But it's a very common objection.

      When I was selling in people's homes, a middle aged man said "I need to ask my kids what they think". I said "I talked to them. They said you were old enough to have one too".
      I said it with a twinkle, and he knew it was tongue in cheek, and of course we both laughed, and they bought. But I don't know how transferable the script is.

      Good stuff.
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  • Profile picture of the author Rearden
    "My wife said it's ok to sell you!"

    (LOLs)

    "Now, REALLY, what's causing you to hesitate in moving forward today -- remember, you CAN tell me 'no'!"

    OBJECTION:

    "You know, Rearden, God told me in my sleep last night that I should keep the pre-need funeral plan policy I already purchased. But I appreciate your help!"

    (Yes -- this was a real objection I experienced after her existing agent visited once I qualifed her for my plan. Also, I would have saved her $160 a month -- and she was having trouble paying the water bill, too.).

    How do you rebuttal God -- LOL.

    ALSO -- I tend to think -- in terms of selling insurance -- that "I need to talk to my wife" is a CONDITION to doing business. IE, don't do one-leggers.

    Now -- the tough objection is -- "I need to talk to my kids." If I hear that, rebuttal, and still say the same objection, I'll ask them -- "What's REALLY causing you to hesitate -- it's the price, right?"

    And one last thing -- rebuttals almost never happen once you learn to pre-qualify and ask the tough questions up front. (Money, time horizon, If/Then Trial Close).

    All that should be handled within the first 5 minutes.
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    • Profile picture of the author Claude Whitacre
      Originally Posted by Rearden View Post

      "My wife said it's ok to sell you!"

      (LOLs)

      "Now, REALLY, what's causing you to hesitate in moving forward today -- remember, you CAN tell me 'no'!"

      OBJECTION:

      "You know, Rearden, God told me in my sleep last night that I should keep the pre-need funeral plan policy I already purchased. But I appreciate your help!"

      (Yes -- this was a real objection I experienced after her existing agent visited once I qualifed her for my plan. Also, I would have saved her $160 a month -- and she was having trouble paying the water bill, too.).

      How do you rebuttal God -- LOL.
      I have an answer, but you guys may not like me afterward.

      I had a young couple give me "We need to pray about it".

      I said: "I understand. God tells us in many ways what he wants for us. This morning, when I got up I prayed and said "Please God, send me to the one family that will benefit the most from this, and will accept it as your gift". And you know what? Out of thousands of places He could have sent me. He sent me here. Of all the days I could have been here, He sent me here today. Don't you think God is trying to tell us something?"

      They bought. An uneducated young couple, making little money, bought a vacuum cleaner that cost more than their car. It was the closest I came to turning the car around and telling them that they were making a mistake. I would never do it today.
      And it was wrong (on many levels) then.

      But it worked. And just because you can do something, doesn't mean you should. The only reason I share it now is to show the structure of an answer.
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      • Profile picture of the author kenmichaels
        Originally Posted by Claude Whitacre View Post

        just because you can do something, doesn't mean you should. The only reason I share it now is to show the structure of an answer.
        I know that as peoples sales chops improve they start doing all kinds
        of crazy things ... just to see if they can, sometimes just because they can.

        I am guilty of it ... big time.

        But it is a funny circle.

        You start off knowing nothing, and then try to learn and do everything.

        When everything starts to click you feel like superman, so you start
        trying and doing all kinds of things.

        Eventually you find out, 90% of what you learned and practiced
        for years... isn't even needed.

        I don't know if that is just human nature or what, and i am not sure
        why some people never make that final step.

        I have colleagues that i still associate with 15 years or so
        later, and most of them still sell ... the old way.
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        • Profile picture of the author Claude Whitacre
          Originally Posted by kenmichaels View Post

          But it is a funny circle.


          Eventually you find out, 90% of what you learned and practiced
          for years... isn't even needed.

          I don't know if that is just human nature or what, and i am not sure
          why some people never make that final step.

          I have colleagues that i still associate with 15 years or so years
          later, and most of them still sell ... the old way.
          Ken; I don't think it's a circle. I think it's linear. I think that you don't need 90%, because it's now internal. It's just a thought and I could be wrong.

          And about salespeople not making that final step?
          I don't think they can. For example, I can't be a world class boxer or tennis player. Their training is now part of them. Their responses are reflexes. Not possible for most of us.

          I think that the unconscious knowledge of the underlying principles of how things work...is wisdom.

          And I wonder if it is "the final step". I'll bet somebody knows. It just isn't me.


          Oh! A question; "After the economy killed our growth, we have cut out or delayed any new marketing"
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          • Profile picture of the author Sue Bruce
            Don't have experience in "wife" or "husband" questions except you shouldn't try to sell one without the other one present, especially a vacuum cleaner LOL

            Here's one I had today. "Can you lower the price? We haven't been in business very long.
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            • Profile picture of the author Claude Whitacre
              Originally Posted by Sue Bruce View Post

              Don't have experience in "wife" or "husband" questions except you shouldn't try to sell one without the other one present, especially a vacuum cleaner LOL

              Here's one I had today. "Can you lower the price? We haven't been in business very long.
              Sue: I haven't had the "Ask my wife" problem for decades because I refused to talk to "one leggers". But that was selling in people's home. Now I sell in offices to CEOs and business owners.

              I still sometimes forget to ask about partners, spouses, grown involved children. It my fault, but I keep forgetting that they may be a factor. I see CEO, and think that means CEO. Not always.

              I do get the "Can you lower the price because; We just opened out business, our peak season is 6 months away, we just made a big order and it sucked up our cash, etc (fill in your favorite reason)"

              "I want to be fair to you, but I also want to be fair to me. We can lower the price by reducing the service. What would you like to cut out?"
              (They give me something to reduce their cost, or I recommend something to make myself the leader/hero...and we move ahead) OR (more often)
              a variation of "I don't want to cut anything out, but we can't pay that much right now"

              Me "So you're saying you are on a limited budget, and you would love to go ahead, but you're a little short right now?" Them "YES!"

              Me (And I lower my voice like it's a secret) A lot of new clients are telling me that. I want to help you. And I want you to get everything you need. (I sit back & ponder a few seconds) Here's what I can do for you..." And I just change the terms. $699 a month for 9 months sounds a lot cheaper than $3,999 today. Some selling is theater.
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              • Love this thread. I don't really have any answers as I'm feeling my way through things.

                Let some guy vent yesterday, but he didn't buy, but he sounded really thankful that I just listened. That was good for me to actually listen to the guy venting and be able to consciously know what was going on. A step ahead in my cold calling evolution.

                I need to follow up better. I've made 117 calls this week (I know, not very many), but have 6-8 good leads. I really need to follow up better, and that's where today's focus is.

                But, there is another objection I'm getting a ton lately...well, actually 2 - and I'm calling contractors...

                1. We've got all the business we can handle, don't need any more...

                2. We don't need to advertise, we don't do that kind of work, we only do bid work so don't need a website...

                Thanks!
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                • Profile picture of the author Claude Whitacre
                  Originally Posted by CleanMountainLiving View Post

                  Love this thread. I don't really have any answers as I'm feeling my way through things.

                  Let some guy vent yesterday, but he didn't buy, but he sounded really thankful that I just listened. That was good for me to actually listen to the guy venting and be able to consciously know what was going on. A step ahead in my cold calling evolution.
                  I should clarify something (And I'm only speaking for myself here)
                  When I let the prospect vent, I don't let them completely wind down. I let them talk, and I show empathy, but when I sense that they are close to losing steam, I ask a question about something they said, that is steering them back to the point of the call. If you let them completely exhaust themselves, they lose interest.

                  You want to be a professional who is empathetic, not just a good listener.
                  The vast majority of people on this planet want someone to listen to them, but they also want direction. Think of when you talk to a doctor. They listen, they at least act like they care, but there is a purpose to it. After the listening serves its purpose (getting them to open up), now you need to direct them. And they are now far more likely to follow your lead, as a form of reciprocity, and you have shown you are looking out for their best interests.

                  But. I've never let them vent, and listened for (let's say 10 minutes), and then had them vent a second time....and close the sale. Once is enough. You aren't a punching bag.

                  There are people who just want a good listener, and are not even looking for solutions to their problems. Their pain is what the live for. Their complaining is all they are. If I see that in a prospect, I just move on.
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                • Profile picture of the author Claude Whitacre
                  Originally Posted by CleanMountainLiving View Post


                  1. We've got all the business we can handle, don't need any more...
                  I don't think I can help you with the second question. It's out of my field, but I have heard this one. It's either a reflex way to say "Go away" or it really means they have all the business they need. Maybe their crew is really busy.

                  "Before I go, do you have some customers that are more profitable than others, some jobs that you would rather do?"

                  If they say "No", that's it. If they say "Yes"...

                  "If I could get you more of the most profitable jobs and less of the unprofitable jobs, would you like to know how?"

                  To be honest, this has only worked maybe one in 10 times. But it gets me past the reflex response they put out.

                  Question I get; "Can I pay you as a percentage of the increase in sales" (or some other "pay for results" question)
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      • Profile picture of the author Sue Bruce
        Originally Posted by Claude Whitacre View Post

        I have an answer, but you guys may not like me afterward.

        I had a young couple give me "We need to pray about it".

        I said: "I understand. God tells us in many ways what he wants for us. This morning, when I got up I prayed and said "Please God, send me to the one family that will benefit the most from this, and will accept it as your gift". And you know what? Out of thousands of places He could have sent me. He sent me here. Of all the days I could have been here, He sent me here today. Don't you think God is trying to tell us something?"

        They bought. An uneducated young couple, making little money, bought a vacuum cleaner that cost more than their car. It was the closest I came to turning the car around and telling them that they were making a mistake. I would never do it today.
        And it was wrong (on many levels) then.

        But it worked. And just because you can do something, doesn't mean you should. The only reason I share it now is to show the structure of an answer.
        Claude.

        You know what? It really doesn't matter if their vacuum cost more than their car. I bought a Filter Queen years ago from a guy who sucked up nails with it on my living room carpet and it was one of the best investments I ever made. I had a neighbour bring over a Sears upright a few weeks ago to see if I wanted it and did a really good job of not laughing because I love that vacuum, even though it was more expensive than the car I was driving at the time.

        P.S. So I'm willing to bet that couple still have that vacuum and love it and are now are driving a car that is worth more than the vacuum but are still telling people how great their vaccum cleaner is.
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        • Profile picture of the author Claude Whitacre
          Originally Posted by Sue Bruce View Post

          Claude.

          You know what? It really doesn't matter if their vacuum cost more than their car. I bought a Filter Queen years ago from a guy who sucked up nails with it on my living room carpet and it was one of the best investments I ever made. I had a neighbour bring over a Sears upright a few weeks ago to see if I wanted it and did a really good job of not laughing because I love that vacuum, even though it was more expensive than the car I was driving at the time.

          P.S. So I'm willing to bet that couple still have that vacuum and love it and are now are driving a car that is worth more than the vacuum but are still telling people how great their vaccum cleaner is.
          Sue: Thank you, but that's not what I meant by "wrong".

          They were one of the very few times I've sold, where I knew, in my gut, that I took advantage of them. It's not that the vacuum was a bad investment. It's that I used their beliefs against them for my own gains.
          I took advantage of the weak.

          This was 35 years ago or so. But I think about it every so often. And when I roll it over in my mind, I'm never the good guy. I just wanted to show the structure of a near perfect close.

          I would never do that today. But then, I would never need to. This was "Old School" selling. And I was great at it. But, once you reach the level where selling is in your DNA, the techniques sort of vanish and are replaced by an unconscious ability to steer the direction and momentum of any conversation.

          There are a few here that know exactly what I mean. The book Pitch Anything describes clearly that process. This is advanced Kung Fu.

          Malcolm Gladwell wrote that greatness in any field takes about 10,000 hours of intelligent practice.
          That's about right. That translates (for me) into about 10 years of sales presentations, studying what happened, reading books by true sales greats, testing new techniques, and keeping records of all the results. Yup. About ten years. And then I eventually threw most of it away. Once you have internalized why something works, the patterns inherent in any sales exchange, the techniques practically form themselves. This may sound a little "Airy Fairy" to some of you. But it's advanced science.

          OK, I think I've beat that drum enough.
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    • Profile picture of the author Claude Whitacre
      Originally Posted by Rearden View Post

      "My wife said it's ok to sell you!"

      (LOLs)
      I love it. In my store I have a sign that says "I asked your husband, and he said it was OK to buy something"



      I know "My wife said it's ok to sell you!" was said tongue in cheek, but something funny like that breaks the tension. I'll remember it.
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  • Profile picture of the author vndnbrgj
    Spouse rebuttal continued...

    Ok Claude, will you have time this week to run this by your wife?
    Great, then I that if I don't hear from you by Friday, then that means you don't think we are a good fit.
    Which is fine, and I wish nothing but the best for you and your business.

    If I see tremendous potential, where I can make a good amount, I will say:
    Ok Claude, will you have time this week to run this by your wife?
    Well, I'll tell you what Claude. I don't do this for everyone, but I think I can really help your business.
    So, what I am willing to do is create a proposal for you that will outline everything we discussed here today. Let's setup a time where all of us can sit down and go over it. When would work best?

    All I ask is that after going over the proposal, you tell me yes or no.
    Either one is okay with me.
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  • Profile picture of the author Rearden
    Do you guys really use these long drawn out rebuttals?

    I can see prospects start to glaze over into boredom.

    Plus, you are giving away control by answering their question.

    Not only that, but you are fitting your own reasons as to why the prospect should care, versus asking them and discovering hot buttons, key takeaways, and verbal cues, all of which you can mount your attack.

    Plus, most objections are smoke for the true objection underneath, which you won't get to by answering in a drawn out rebuttal that you hope matters to them.
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    • Profile picture of the author Claude Whitacre
      Originally Posted by Rearden View Post

      Do you guys really use these long drawn out rebuttals?

      I can see prospects start to glaze over into boredom.

      Plus, you are giving away control by answering their question.

      Not only that, but you are fitting your own reasons as to why the prospect should care, versus asking them and discovering hot buttons, key takeaways, and verbal cues, all of which you can mount your attack.

      Plus, most objections are smoke for the true objection underneath, which you won't get to by answering in a drawn out rebuttal that you hope matters to them.
      That was a brilliant post. I was thinking the same thing about long drawn out dialog without giving the customer a question, or a break.
      In a real conversation, it would be hard to hold attention that long.

      Just a thought.
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      • Profile picture of the author dave147
        Originally Posted by Rearden View Post

        Do you guys really use these long drawn out rebuttals?

        I can see prospects start to glaze over into boredom.

        Plus, you are giving away control by answering their question.

        Not only that, but you are fitting your own reasons as to why the prospect should care, versus asking them and discovering hot buttons, key takeaways, and verbal cues, all of which you can mount your attack.

        Plus, most objections are smoke for the true objection underneath, which you won't get to by answering in a drawn out rebuttal that you hope matters to them.
        Originally Posted by Claude Whitacre View Post

        That was a brilliant post. I was thinking the same thing about long drawn out dialog without giving the customer a question, or a break.
        In a real conversation, it would be hard to hold attention that long.

        Just a thought.
        Yes I think you should just answer the rebuttal with...

        Because...and then just list a few benefits and great reasons why they should be with you.

        Not a long drawn out response that they will forget what you said 20 seconds into it
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        • Profile picture of the author Claude Whitacre
          Originally Posted by dave147 View Post

          Yes I think you should just answer the rebuttal with...

          Because...and then just list a few benefits and great reasons why they should be with you.

          Not a long drawn out response that they will forget what you said 20 seconds into it
          I should also mention that the posts (the ones with the long answers) kind of mixed what you say to the client, with the poster explaining why it was said.
          Maybe that's why the posts were so long. And I had trouble a few times, figuring out if a sentence was part of the rebuttal or not.

          Maybe putting " " around what we say (to a client) to clarify what part is what..would help.

          Claude "Just want to be helpful" Whitacre
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  • Profile picture of the author misterme
    Originally Posted by Rearden View Post

    Objection:

    Pitching burial insurance -- "My kids have enough money to take care of the burial for me, and I'm on a fixed income, you know."
    "You mean the last thing you want them to remember you by... is of you leaving them with a bill you should've taken care of?" OR

    "You're their parent. They love you. So they're doing this for you. That money would otherwise be going to their kids.

    Originally Posted by Claude Whitacre View Post

    How about "What if one of my competitors does the same thing as you are doing"
    (meaning they hire someone that duplicates my efforts) I actually get versions of this pretty regularly.
    "If they're smart, they eventually will. Would it be a good idea to beat them to it to get the edge?" OR

    "I was only going to call them if you say no." [smile]

    My objection:

    I've presold the bride-to-be but when I finally get to the sales consult and meet the fiance, he's not on board. And that's the only time he gets involved despite my suggesting she share with him what we spoke about..
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    • Profile picture of the author Claude Whitacre
      Originally Posted by misterme View Post

      My objection:

      I've presold the bride-to-be but when I finally get to the sales consult and meet the fiance, he's not on board. And that's the only time he gets involved despite my suggesting she share with him what we spoke about..
      The first meeting should be to sell the bride to be on the idea of using you, and that the fiance should meet with you both. Don't give him anything to say "No" to.

      I'm not following the rules, because I just pulled that one out of thin air.
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  • Profile picture of the author misterme
    @claude whitacre: Thanks. The fiance finds stuff to say no to. Like they're dodging. It used to be they went along with what the bride wants, but not so much these days. But because of your recommendation of "Pitch Anything" I grabbed a copy and am reading it now and it's melding with what I already know. That is, I'll change the frame when they do that.
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  • Profile picture of the author hayfj2
    deleted text that was here. sorry
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    • Profile picture of the author Claude Whitacre
      "We have a rule that we never buy the same day. We always think about it overnight".

      This is different from "We need to think about it"

      Guys?
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      • Profile picture of the author kenmichaels
        Originally Posted by Claude Whitacre View Post

        "We have a rule that we never buy the same day. We always think about it overnight".

        This is different from "We need to think about it"

        Guys?
        Can i have some back story?

        Is this on the phone?

        You said "we" does that mean in a room with 2 or more people?

        What type of prospect is it... cold / warm / sizzling?

        and of course i will just ignore the fact, that if you hear that
        then they aren't sold. ie no real engagement, commitment
        or belief in you.

        and in order to figure out where i went wrong, i would start with
        something as simple as "why"
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        • Profile picture of the author Claude Whitacre
          Originally Posted by kenmichaels View Post

          Can i have some back story?

          Is this on the phone?

          You said "we" does that mean in a room with 2 or more people?

          What type of prospect is it... cold / warm / sizzling?

          and of course i will just ignore the fact, that if you hear that
          then they aren't sold. ie no real engagement, commitment
          or belief in you.

          and in order to figure out where i went wrong, i would start with
          something as simple as "why"
          This has always been selling in person. Usually to a couple, but sometimes just one single (meaning not married) person.

          This is always at the end of a complete presentation (in home or in a store),
          to people who indicated that they came in to buy (or in their home, they said they were interested).

          I understand the psychology behind why they are saying this. They are setting up a reason not to buy that is beyond their control. I actually have an answer or two to this objection, but they are not very effective, because the momentum of the sale has been ground to a halt.

          It's virtually the same idea as "I'm sorry, I never kiss at the end of the first date, it's just a rule I have". Which of course really means "I do not want to kiss you. Now, ever, and until I die"

          At present, I can get beyond this objection perhaps 25% of the time.

          I've never had this objection on the phone. And I know, the only reason I get it is because, sometime during the presentation, I triggered the response.

          It's not a mystery to me why I get it. But I'm looking to a more clever way to answer it than what I say now.

          I don't get this objection a lot, but I got it in my retail store a few days ago, and it ruined my day.
          I'm not used to getting objections like that.

          Right now, I just ask "something happened in the past to make you feel that you needed this rule. May I ask what happened?"

          And they (almost always she) will tell me a story of how they got taken advantage of. I just want them to vent so I can re-establish that I'm not the bad guy. Again, about 25% of the time I can flip them.

          These are always consumer sales. I've never had a business owner give me that objection.

          When I recently got the objection,and listened to her story. I asked (It was a $800 vacuum cleaner), I asked "If a miracle happened and I just said I would sell it to you for $5, would you be more inclined to just accept the gift?"

          She said "No. I always sleep on it before I decide". And of course, that was the last I heard from her. But you, my fellow sales master, are very bright indeed. Your insight would be valuable.
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          • Profile picture of the author kenmichaels
            Originally Posted by Claude Whitacre View Post

            These are always consumer sales. I've never had a business owner give me that objection.
            A tad off topic for a moment.

            I frigging love b2c, love it.

            The question is why. I don't really know, I *think it is because with b2b
            as a business owner they are more open to sales because without sales
            there own business would wither and die.

            b2c are so conditioned to evade, lie, hang up, walk out and are taught
            from thier parents and friends to put up these immense walls of distrust.

            Tearing those walls down and having them ignore that hard wired
            instinct ... does it for me. Getting them to commit with money to
            and idea or product, that goes against the grain of everything they
            have ever been taught. ... Is an awesome feeling.

            for me, its akin to sky diving, or winning a contest. The adrenaline alone
            is off the charts. Or maybe i am just an asshole :rolleyes:

            I especially love selling something to the control freaks ...
            it doesn't get much better then that
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            • Profile picture of the author Claude Whitacre
              Ken: I always think of it as a minefield, with quicksand pits, and alligators.

              And I have five miles to walk through this muck to get to the sale.

              I know it won't be easy from the start, and I have no idea where the landmines are, or the quicksand...so I have to watch out for them. I have to scan faster than I am walking.

              ......And I have to smile, and I have to drink their coffee they just made by running hot water in their sink full of dirty dishes. And I have to like their dog. The one that keeps getting friendly with my leg.

              And their three year old thinks that the space between me and their parents is a stage, that he will now perform in. And I have to decipher why the guy keeps looking at the wife and smiling at inappropriate times. And the new guy I'm training? I have to keep him from turning on the TV (I'm not kidding). And he asks if he can go outside for a minute to get something out of the car, and we can all hear him peeing on the side of the house.

              Oh! and the lady of the house wants to show me their shrine to Jesus and asks me if I'm saved. While she's doing that, the husband keeps wanting to show me the deer heads on his wall that he killed (for no reason other than sport) with just a bow and arrow.

              And the husband says he might get laid off at his job at the end of the week. And the wife's sister just bought a Dyson vacuum cleaner, and isn't that better than what I sell? And why haven't they ever heard of my brand? And why can't I come back in a month? And they don't like red (the color of the vacuum I sell) because red is the color of death, and blood. Can I get it in another color?
              Will it get rid of fleas? Our carpet is infested with fleas (I KNOW!). And the wife's mother is coming over later, and maybe they should wait and ask her what she thinks.....and on...and on...

              And at the end of two and a half hours, they buy.
              And when you get to the car, the new guy that you are training, looks at you and says "Well, you're lucky that they were in the market for one. I could have sold them easily"

              And I grit my teeth, and smile.
              Because I just ran a three minute mile, through a minefield... and nobody knows but me.
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              • Profile picture of the author kenmichaels
                Originally Posted by Claude Whitacre View Post

                And at the end of two and a half hours, they buy.
                I feel your pain.
                That right there... is exactly why I stick with phones.

                I have done the monkey suite and board room thing.
                I literally was taught board room sales by a female midget.
                her shtick was jumping on the table and presenting ON THE TABLE
                This was back in the day when a board was full of male
                fuddy duddlies.. all smoking and complaining. ... and sometimes so drunk
                they were passing out.

                Did a mini stint with Kirby, they would not let me close my own deals
                so that did not last long.

                My best close there was taking the home owners vacuum and
                putting it in the kitchen trash bin.

                I did other things to, all of it was for the experience.

                The number one thing i learned. There wasn't anything
                I could not do over the phone. No dogs humping my leg,
                or husband giving me the stink eye, because i held eye contact a little to long.
                No more... O i am sorry some thing came up, i cant meet with you
                today, even tho i confirmed that i could just before you drove
                two hours out here to meet me.

                I love the phone.

                Originally Posted by Claude Whitacre View Post

                And I grit my teeth, and smile.
                Because I just ran a three minute mile, through a minefield... and nobody knows but me.
                But the satisfaction is unparallelled, and the rookies always make for great
                war stories.

                and you cant fool me. You love what you do.
                It is extremely evident in every word you say.
                as well as those videos.
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                • Profile picture of the author Zen Warrior
                  I have to use the phone, no time for meetings.....so I have finally started to "cold call"...thanks for all the comments guys.
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                • Profile picture of the author Claude Whitacre
                  Originally Posted by kenmichaels View Post


                  and you cant fool me. You love what you do.
                  It is extremely evident in every word you say.
                  as well as those videos.
                  I do. The sweat and blood and cuts are all worth it. And even though nobody knows but me...I just did something that only one in a thousand can do repeatedly. And that makes me bulletproof.

                  And speaking? About sales and marketing? I cannot imagine a better hour.
                  So, you caught me.:rolleyes:
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          • Profile picture of the author tryinhere
            Originally Posted by Claude Whitacre View Post

            She said "No. I always sleep on it before I decide". And of course, that was the last I heard from her. But you, my fellow sales master, are very bright indeed. Your insight would be valuable.
            Claude your one of the brightest puppies wagging the tail in this forum, so anything we add is just a thought.

            Very often looking for the right answer here does not happen, first you could add something like / surprised look " O OK I feel like I have not done my job properly and explained everything what parts were you unsure about / you need to think about overnight and I can quickly cover them off again with you again" or variations of that and re open the close.

            But even if you have 50 moves in your game plan here sometimes it will not matter as if what I call the "merlin maneuver" is played by the customer and you you have dug deep played the cards / closes, from here on in no matter what you try merlin comes into play, it can be

            I need to sleep on this overnight
            My aunties nephew may go into hospital tomorrow
            well my hip might need replacing next year
            I just got my power bill and not sure i have to decide

            And every other story it comes from no where right at the end ( and yes you have ticked every box during the presentation / close ) and it has one purpose to make you disappear like Merlin's magic spells.

            For months and months I would write down on paper after every meeting what happened and why and soon a pattern emerged from what I called the merlin maneuver and although it probably did not apply to all cases it does apply to 90% of cases ( in my study / field ) and it was money, they simply could not afford the product and the merlin maneuver was then applied in many forms and shapes and nice ways to avoid them saying I can not afford your product / service.

            If you wanted to test this you could keep pushing a little with deft hands and the common thing was they would then start to get rude, edgy agitated and snarly, a bit like if your getting to close to the dogs bone, the closer you get the louder they snarl.

            Yes better pre qualification can reduce this but customers will lie and crap in people pockets to get that quote so at days end you will still get these people despite the best filtering and the sales guy is now at the end of that whole process and is the last one in line.

            The Merlin's now I just smile at them and be polite, stop wasting my time and move on.
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            • Profile picture of the author Claude Whitacre
              Originally Posted by tryinhere View Post

              Claude your one of the brightest puppies wagging the tail in this forum, so anything we add is just a thought.

              Very often looking for the right answer here does not happen, first you could add something like / surprised look " O OK I feel like I have not done my job properly and explained everything what parts were you unsure about / you need to think about overnight and I can quickly cover them off again with you again" or variations of that and re open the close.
              First, thank you. I'm not the smartest guy here. My secret is that I only talk about the few things I'm good at. Ask me any question about sports, and you'll know what I mean....watch me dance...or watch me try to find my car in the grocery store parking lot. :rolleyes:

              Anyway, you're right about thse objections. They almost always just mean "No".
              The "I always sleep on it before I decide. That's my rule" is just a more emphatic "No".

              But sometimes, you can turn it around by listening, because they have some unresolved issue (sometimes not with you) that you can uncover.

              Here is something you may like;
              I have had a few people ask "Why do I have to decide on this today?"
              The real reason is that, if I don't get a sale from them today, it isn't even worth my while to call them back. Ever. They got my very best effort, and it wasn't enough.

              For years I would think of BS reasons that they had to decide while I was there.

              One day I was a little tired. And I was training a new guy that I frankly, didn't like. So I just wanted to get out of there. So they said "Why do we have to decide today?"

              I said "Because if you buy today, I'll get paid tomorrow"

              Something clicked in their brain, and the husband said "At last, a salesman not afraid to tell me the truth". And they bought. I've used it a few more times, sometimes it actually works, sometimes not.
              But it sure worked better than what I was saying before that day.

              By the way, I found out a huge secret about a year before I stopped hiring salespeople.
              No matter how well I train my people, they will always leave more "almost sold" customers behind them that "barely sold" buyers.

              My last year, I somehow figured out that calling every non buyer that one of my salespeople demonstrated to, the next day, and offering them a better deal, I could close a little over 30% of them. A 10 minute phone call...$600-$800 in profit. I'm not kidding. It added a 40% bump to our net sales, without a single additional appointment. I ended up letting my one good rep call these people. I gave him a reduced commission, and he took care of it. He was making $100,000 a year on these easy gimme sales, plus his regular sales.

              We also gave our "can't close a door" reps $50 for their participation.
              Then I had a brainstorm, and offered to do the same for 2 other distributors (selling the same product) in our area. It went well for a few months, until they decided that I wasn't paying them well enough.

              So, why did I stop doing all this if it paid so well?
              We moved too far away, because my daughter wanted to attend Ohio State. We moved, I handed everything over to my manager, and he promptly lost it all.
              My daughter quit college three months later.

              Living the dream.
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  • Profile picture of the author misterme
    Originally Posted by Claude Whitacre View Post

    "We have a rule that we never buy the same day. We always think about it overnight".

    This is different from "We need to think about it"

    Guys?
    It's a variation of it, isn't it? Like it's third demented cousin, "We always go back to the first place we saw and buy it, so we'll be back!" A stall is a stall. So don't they all get answered the same way? And that would be to rephrase, isolate, then close again. Because to get involved with "we always think about it overnight" to ask them why that's so and so on is to buy into their smokescreen and chase after ghosts, right?

    So "We always think about it overnight" gets rephrased by you as "Sounds like you want to make a good decision, is that right?" Take it from there.

    Originally Posted by Claude Whitacre View Post

    the husband keeps wanting to show me the deer heads on his wall that he killed (for no reason other than sport) with just a bow and arrow.
    Beats him showing you his trophy collection of mounted heads of all the previous in-home salespeople.
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    • Profile picture of the author Claude Whitacre
      Originally Posted by misterme View Post

      It's a variation of it, isn't it? Like it's third demented cousin, "We always go back to the first place we saw and buy it, so we'll be back!" A stall is a stall. So don't they all get answered the same way? And that would be to rephrase, isolate, then close again. Because to get involved with "we always think about it overnight" to ask them why that's so and so on is to buy into their smokescreen and chase after ghosts, right?

      So "We always think about it overnight" gets rephrased by you as "Sounds like you want to make a good decision, is that right?" Take it from there.

      Beats him showing you his trophy collection of mounted heads of all the previous in-home salespeople.
      MRME: A variation, yes. But now we have the "I made a promise that I will not break" thing to overcome. So it makes a stronger objection, and creates a stand that she will now defend.

      The part of your post I bolded? Brilliant. I call that "Changing their objection" to one I like better. I've used it for a variety of objections. It works because the objection isn't based on reality anyway.

      Good stuff. Thanks.
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  • Profile picture of the author NewParadigm
    Another way to handle the "sleep on it" delay is asking them what is the worst thing that can happen if they go ahead today? They'll be getting the benefits. Depending on your deal, you can offer some no strings guarantee just to relieve them of some anxiety about buyers remorse.

    Let's get going today, if you decide to change your mind, just let me know, that simple. Take away their anxiety for commitment and they'll commit. Kinda like more and more businesses are using monthly fee with no contracts setups.

    I'd structure my monthly no contract fees higher, and offer discounts if they pay/commit for 6mos/1 yr or whatever length.
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  • Profile picture of the author misterme
    Originally Posted by tryinhere View Post

    But even if you have 50 moves in your game plan here sometimes it will not matter as if what I call the "merlin maneuver" is played by the customer and you you have dug deep played the cards / closes, from here on in no matter what you try merlin comes into play
    I call it the smokescreen. They're throwing up smoke, right?

    It's a smokescreen for their real objection and the real objection is... doesn't matter. The bottom line is they haven't bought in. More on that in a second.

    Then what does the salesperson do? They tackle the smokescreen objection.

    Just to get another one. Why? Because, they're not real. This is like battling phantoms.

    So answering objections can be an exercise in chasing a wild goose.

    Any real objections probably were brought out earlier.

    So they haven't bought in. That switch in their mind that clicks on when they take mental ownership hasn't happened. And if that doesn't happen, they ain't buying. No amount of "if I can get this to you Tuesday..." or "if I can get the price to $XXX, will you..." or "When do you see yourself starting this program?" or "but if you're ready to go ahead today, I can do this for $500 less" will do it for them.

    It's like you have to close them on the product/service before you can close them on the sale.

    Because then, before you're asking for the sale, when it's the presentation stage, if something like them not wanting the item in red was going to be an issue, they'd bring it up. Or not wanting delivery on Tuesday. Whatever. It wouldn't be thrown at you to stall you. The stalling happens when you ask for the sale... in other words, when you "close."

    Because they know what you're doing. And they haven't chosen to buy yet. And so their resistance goes up.

    But if that's all handled up front, and they see themselves owning the product/service (you know when they do, they have that change in demeanor and body language and they get friendlier and they speak in terms of ownership, right?), then you can nudge them with a soft, "hey ok, are you taking care of this with a credit card?"

    Originally Posted by Claude Whitacre View Post


    Anyway, you're right about thse objections. They almost always just mean "No".
    The "I always sleep on it before I decide. That's my rule" is just a more emphatic "No".
    "That's my rule" are just words they say, Claude. Words. And they say them because it seems to have this strong effect on sales people who take it as meaning a more emphatic "no."
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    • Profile picture of the author kenmichaels
      Originally Posted by misterme View Post

      Anyway, you're right about thse objections. They almost always just mean "No".
      The "I always sleep on it before I decide. That's my rule" is just a more emphatic "No".

      "That's my rule" are just words they say, Claude. Words. And they say them because it seems to have this strong effect on sales people who take it as meaning a more emphatic "no."
      EVERY "No" can be changed into a "Yes"

      The questions are;

      For how long ( as in charge backs )

      How long are you ( the sales person ) willing to spend on education / rebuttals.
      AND if its a long time ( above average TOC ) is the ROI still worth it.

      As i used to hear ALL the time when learning. There is no such thing as a "No"
      Every time you hear the word "No" it just means you "F-ed" up"

      As my skills matured i have come to realize that is mostly correct, BUT, it should be avoided.

      You can make just about everybody say yes ... eventually.

      The key is learning how to make the "yes'es" stick to the board.
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      • Profile picture of the author Claude Whitacre
        Originally Posted by kenmichaels View Post

        EVERY "No" can be changed into a "Yes"

        The questions are;

        For how long ( as in charge backs )

        How long are you ( the sales person ) willing to spend on education / rebuttals.
        AND if its a long time ( above average TOC ) is the ROI still worth it.

        As i used to hear ALL the time when learning. There is no such thing as a "No"
        Every time you hear the word "No" it just means you "F-ed" up"

        As my skills matured i have come to realize that is mostly correct, BUT, it should be avoided.

        You can make just about everybody say yes ... eventually.

        The key is learning how to make the "yes'es" stick to the board.
        Years ago, I did a test. This is when I was selling in people's homes. I found that nothing paid more per minute than another closing attempt.

        But....I was selling a relatively inexpensive item. I know $1,500 for a vacuum cleaner sounds like a lot, but it was a sale that was easily made with enough skill and endurance.

        Ken; By the way, I hope you had a great Christmas. Gigetty
        How big does the sale have to be before repeated closing attempts aren't the solution?
        For example, selling vacuum cleaners (until the last couple of years, when I changed my approach), repeatedly attempting to close paid off very well.

        But selling local online services (for an upfront fee of $3,999), I found that repeated closing attempts didn't pay off well. Selling in homes, I would average about 5 closing attempts before they bought (or didn't).

        Selling local online services, I average about 1.5 closes in a presentation. In other words, they either say "Yes" or "No" right away...or they start to back away after just one additional closing attempt.

        I've thought about this a lot. Maybe it's because I was dealing with consumers VS business owners. Maybe it was the positioning I adopted.
        Maybe it was the dollar amount. Maybe that it's a monthly service VS an item they can't cancel on after 3 days.

        I think it's because of the positioning I take (expert adviser that doesn't need this client). But does dollar amount come into it. I know you have experience with selling things with huge swings in price.
        What say you, Oh great and powerful Oz?
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        • Profile picture of the author iain1066
          I have a simple rebuttal that I use no matter what the prospect says. My experience is that the objection is not the real objection, but merely an excuse, and the biggest mistake is to bite into it. Instead I just repeat the last few words the prospect says back to them in the form of a question, with emphasis on the key word you want them to explain.

          I have to think about it.
          You have to think about it?

          I don't need a website.
          You don't need a website?

          It's a non confrontational way to make the prospect explain their position and gives the salesperson more to get to grips with.

          This is an old technique and I didn't read the whole thread so my apologies if already posted.
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        • Profile picture of the author kenmichaels
          Originally Posted by Claude Whitacre View Post

          Years ago, I did a test. This is when I was selling in people's homes. I found that nothing paid more per minute than another closing attempt.

          But....I was selling a relatively inexpensive item. I know $1,500 for a vacuum cleaner sounds like a lot, but it was a sale that was easily made with enough skill and endurance.

          Ken; By the way, I hope you had a great Christmas. Gigetty
          How big does the sale have to be before repeated closing attempts aren't the solution?
          For example, selling vacuum cleaners (until the last couple of years, when I changed my approach), repeatedly attempting to close paid off very well.

          But selling local online services (for an upfront fee of $3,999), I found that repeated closing attempts didn't pay off well. Selling in homes, I would average about 5 closing attempts before they bought (or didn't).

          Selling local online services, I average about 1.5 closes in a presentation. In other words, they either say "Yes" or "No" right away...or they start to back away after just one additional closing attempt.

          I've thought about this a lot. Maybe it's because I was dealing with consumers VS business owners. Maybe it was the positioning I adopted.
          Maybe it was the dollar amount. Maybe that it's a monthly service VS an item they can't cancel on after 3 days.

          I think it's because of the positioning I take (expert adviser that doesn't need this client). But does dollar amount come into it. I know you have experience with selling things with huge swings in price.
          What say you, Oh great and powerful Oz?
          Wow, i have soooo much to say, and i am not sure how to do it.
          As in my writing skill may not allow me to be precise enough to make sense.
          But i will attempt it ... as long as you understand it will prob require a few back
          and forth's for me to refine it to the point of you understanding what
          i actually mean.

          Also, back in the day. A few times i was shown things ... new things... things
          that made me realize how bad i was screwing up. After absorbing, but not truly
          understanding... i would attempt to try them out. Each and every time
          it would put me into a down world spiral. Another words my sales tanked.

          I would wind up in a unending nightmare of nonsales. Absolutely brutal.
          So bad it would make me question my ability as well my choice in a sales
          career.

          Are you / were you ever like that?

          I honestly have NO idea if that was just me, or most people are like that.
          I also don't know if it is/was just a maturity thing.

          I would hate to do that to anybody.

          Considering you read sales stuff all the time, i am almost positive what i say cant effect you.
          but i am thinking past you, to the ones that are newish to sales.
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          • Profile picture of the author Claude Whitacre
            Originally Posted by kenmichaels View Post

            Also, back in the day. A few times i was shown things ... new things... things
            that made me realize how bad i was screwing up. After absorbing, but not truly
            understanding... i would attempt to try them out. Each and every time
            it would put me into a down world spiral. Another words my sales tanked.


            I would wind up in a unending nightmare of nonsales. Absolutely brutal.
            So bad it would make me question my ability as well my choice in a sales
            career.

            Are you / were you ever like that?

            I honestly have NO idea if that was just me, or most people are like that.
            I also don't know if it is/was just a maturity thing.

            I would hate to do that to anybody.

            Considering you read sales stuff all the time, i am almost positive what i say cant effect you.
            but i am thinking past you, to the ones that are newish to sales.
            Ken; The only time I had an experience where trying something new tanked my sales, is a new Regional Sales Manager had a new sales program that was based on paying for presentations and not paying for sales. I used the program for about 4 or 5 months with disastrous results.

            Every other times I changed something, it either helped or hurt, and I would know right away. You are right about not affecting my confidence. I'm pretty bulletproof. But I understand not wanting to destroy a newer person's confidence.

            But...I think only a few people are reading this, and they are made of stronger stuff. You could also PM me. Your experience would be valuable.

            ....and a back and forth with you? I love every minute of it.

            I just know on smaller sales there is a "wear them down" factor that comes into play. I never really enjoyed that aspect of selling, but I used it to my advantage. (Sometimes, I wasn't particularly proud of it either)

            But the dynamic is different with my business sales. Real closing attempts don't work as well. My sales are still high, but relying on closing techniques simply pays very poorly. And they aren't really needed. Most people simply buy, or put it off....meaning "No". And it's not my nature to keep following up in the hopes of a sale.

            Maybe the in home sale was more visceral, built on demonstration, and the business sale is more intellectual, built on a series of questions.

            I'm using a lot more "And what would that mean to you?" type of questions.

            I know your experience is over the phone, and mine is more face to face, but the learning in these exchanges fascinates me.


            You guys may find this useful;

            Oh, about new techniques and ideas destroying sales? Yes. I had to watch what I told my reps. There was the way, and I could never tell them that it was just one of many methods. It would simply crumble their reality. learning new realities also destroyed sales momentum.
            But me? I think the only reason it didn't affect me, was that I was still in the field. And I kept records. A bad idea only lasted a few attempts, before it was dropped. But a new approach, a new presentation? Always motivated me. Even the ideas that were bad, I couldn't wait to find out the result. And I had to keep moving to find out what worked.

            It also helped that I was never really invested in one approach or one idea. I never cared what worked. Meaning, if I found a better idea than what I had (often the case early on) It was easy to drop what I was doing and change. I never defended what I did. I only cared about what worked.
            This "Never defending my position" reaped rewards. Shatter a belief I have? Thank you! Beliefs are crutches. Giggety.
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  • Profile picture of the author misterme
    I'm posting back here because in another thread Jordan Belfort was brought up and I looked at the videos posted about his sales system. One thing led to another and I found him saying somewhere that his system was based on what he was taught about phone sales at Lehman Brothers and that there's this book that details that system. Long story short, I found and picked up a copy of that book at my local library.

    And there on page 73 they address the handling of objections such as "I never make up my mind on the first call."

    Their answer to these objections, which they recognize as stalls ("I need to sleep on it," "need to think it over," "send me literature," "need to speak with the spouse"), is to show the prospect how putting the decision off may be costly. That you must create urgency. That the time to act is now, and why that's so. And of course, this urgency has to be based on facts.

    (side note: interesting that in his pitches, Oren Klaff also includes some mention as to why acting now is the opportune time)

    The book may have been written 30 years ago but the objections have remained the same to today!

    Hope that helps, Claude. That's my Christmas gift to you.
    (How soon should I expect the reciprocity principle to kick in to get my vacuum cleaner?)
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    • Profile picture of the author Claude Whitacre
      Do you know the title of the book? Is it Successful Telephone Selling in the '90s?

      Merry Christmas.

      Reciprocity works. You send me the title of the book, and I'll send you a photo of a vacuum cleaner. Aren't I clever?:rolleyes:
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      • Profile picture of the author misterme
        Originally Posted by Claude Whitacre View Post

        Do you know the title of the book? Is it Successful Telephone Selling in the '90s?

        Merry Christmas.

        Reciprocity works. You send me the title of the book, and I'll send you a photo of a vacuum cleaner. Aren't I clever?:rolleyes:
        Yes you're clever. Insofar as the title of the book, hang on, I'll send you a photo of me reading it.

        okay, so it's "Successful Telephone Selling in the '90s."
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  • Profile picture of the author Rearden
    Great interchange, y'all. Keep it public, please.

    Claude, I'd like to hear how your closing attempts affected your life sales @ NYL.

    Thanks again Ken and Claude.
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    • Profile picture of the author Claude Whitacre
      Originally Posted by Rearden View Post

      Great interchange, y'all. Keep it public, please.

      Claude, I'd like to hear how your closing attempts affected your life sales @ NYL.

      Thanks again Ken and Claude.
      Reardon: It was different. I wasn't as skilled back then. At the time, I would simply answer objections until they either said "Yes" or started backing off.

      I did a lot less closing back then. I think because I learned that it was soooo easy for them to cancel a policy. They had an entire year!

      With life insurance, after a couple or three closes, it was either a sale or they were getting antsy. But with vacuums? For some reason, I would get away with closing for a couple of hours. And it worked. I honestly think that it helped a great deal that I had something solid I was demonstrating. It built real excitement. I never had that with Life Insurance. Also, I could take an hour looking like I was putting my vacuum cleaner away, while I continued asking questions and closing. I think many of them, I just exhausted.

      My selling insurance was really mostly dependent on how I prospected. Selling to employees of companies, selling by referral, made it much easier.

      You might like this; I used to canvas selling life insurance saying "Hi. I'm the Monumental Life agent in the area. The company asked me to do a survey. Could I get your answers to a few questions?"

      I had a form (I made up) that just had several types of insurance and insurance uses listed. Eventually, I would usually hit on something. They would say "No, we haven't thought about saving for college yet". And I had what I was going to talk to them about.

      I only talked to consumers with that approach (this is before I discovered selling to company employees). But it actually worked well. I never...NEVER had an 8 hour day without an application, just using that approach. But I would talk to 15 or 20 people in a few hours. And if they didn't start warming up to me after a few minutes of asking questions, I would say "See? The survey only took a minute. Thanks so much. Goodbye". I worked fast.

      I canvased from 11 AM to about 6 or 7PM. nearly every day. It didn't occur to me to do anything else (My first Insurance job). It wasn't until a few years later that I discovered Slacking off.

      That was in the mid 1970's.
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  • Profile picture of the author kenmichaels
    Ok claude, i will answer what i can .. the best i can, and we will see what happens.

    I have been sick... bad for a month. ( getting old sucks ) today was really my first day
    getting back in the swing of things. I am wore out. So as soon have a whoo saahhh moment
    i will get on the reply.

    btw; that was my partial answer to the holiday statement. I layed up in bed, the family got to
    enjoy the rest of the holiday. I am glad they did. But i missed my kids first Christmas ...
    where he actually understood what Christmas is ... i am kind of sad / bitter over that.
    but, it is my a secret

    I truly hope your holiday was Tops!

    as far as ....

    "Maybe the in home sale was more visceral, built on demonstration, and the business sale is more intellectual, built on a series of questions."

    yes and no.

    when you sell a vacuum, you know before you enter that EVERYBODY needs a vacuum,
    whether it is to clean a rug or curtain or even a mattress.

    So basically, you walked in KNOWING they needed what you sold, YOUR job was to SIMPLY convince
    them to buy YOURS ( 1500 ) vrs some ones else's... like a walmart $99.00 vacuum.

    So you built up a routine... a pitch ... a reason to buy. Such as the telescoping handle.
    You built your presentation ( and had great success ) around this one feature.

    I submit to you, right now ... as we speak, almost ALL business owners already know
    they NEED what you ... ( Claude ) have to sell.

    You said your offering it at 3999? Your wondering if THAT price has to do with some of the rejection

    My answer is.. "maybe a smidgen".. but generally speaking. No.

    When you were selling the 1500 dollar vacuum, you created a want as well as a burning
    desire... ON TOP OF the already existing NEED.
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    • Profile picture of the author Claude Whitacre
      Originally Posted by kenmichaels View Post

      "Maybe the in home sale was more visceral, built on demonstration, and the business sale is more intellectual, built on a series of questions."

      yes and no.

      when you sell a vacuum, you know before you enter that EVERYBODY needs a vacuum,
      whether it is to clean a rug or curtain or even a mattress.

      So basically, you walked in KNOWING they needed what you sold, YOUR job was to SIMPLY convince
      them to buy YOURS ( 1500 ) vrs some ones else's... like a walmart $99.00 vacuum.
      Ken; Sorry to hear about you feeling poorly.
      With vacuums, everyone I saw already had a vacuum. They were already sold on the ideas of having a vacuum. But I also had to fight the "But, we already have a vacuum cleaner" defense.

      So...do you mean that when selling online services, I'm starting behind the starting gate because I first have to explain that online marketing exists. Then they have to accept that marketing online is actually something businesses do?

      That would make sense (See? I'm doing both sides of the conversation to give you a rest) :rolleyes:

      The difference is that I would show someone a vacuum cleaner even if they vowed to me that they weren't going to buy at the beginning (It didn't really matter)

      But I only talk to business owners who are open to the idea of online marketing services. The sale is more complex, and I would never spend my time convincing a business owner that being online is a good thing.
      There are simply too many great prospects to spend time with.

      Weird. I won't try to start from zero with a client I make many thousands of dollars on...but a vacuum cleaner? Sure. What the heck am I thinking?

      By the way, do you ever go to marketing events? I think meeting you (and a few others here) would be interesting.

      Hope you feel better. Claudius

      Added later;

      Ken; Don't get me wrong. My $3,999 service isn't being turned down. I'm selling far more than half.
      But either 1) It takes no more than one close to wrap it up. or 2) Additional closing attempts aren't getting me anywhere.

      Thoughts? upset stomach? Chicken Soup. Get better. This Forum needs you.
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      • Profile picture of the author misterme
        Originally Posted by Claude Whitacre View Post

        or 2) Additional closing attempts aren't getting me anywhere.
        I don't know if trying to parallel vacuum sales to business sales is the way to figure this out, Claude. Too many variables.

        Just focusing on the business selling now. Let's check: You've created urgency before the close? Fear of loss, or fear of you giving their competition the edge? Hitting their hot buttons in the presentation? Tried different price points? Payment plans?

        These additional closes of yours, are you using the "if you had something great but the other person isn't buying, what would you do?" close, the "tell me where I went wrong" close and the "I sense a hesitancy. Mind telling me what's really holding you back?" close? After a few closes, do you try a downsell? Do you have another downsell from the downsell?
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        • Profile picture of the author Claude Whitacre
          Originally Posted by misterme View Post

          I don't know if trying to parallel vacuum sales to business sales is the way to figure this out, Claude. Too many variables.

          Just focusing on the business selling now. Let's check: You've created urgency before the close? Fear of loss, or fear of you giving their competition the edge? Hitting their hot buttons in the presentation? Tried different price points? Payment plans?

          These additional closes of yours, are you using the "if you had something great but the other person isn't buying, what would you do?" close, the "tell me where I went wrong" close and the "I sense a hesitancy. Mind telling me what's really holding you back?" close? After a few closes, do you try a downsell? Do you have another downsell from the downsell?
          Good stuff. The bolded parts of your post are what I'll address.

          "if you had something great but the other person isn't buying, what would you do?" I used something similar to that for awhile a few years ago. It was too general, and the answer I kept getting was "What has that got to do with it?" or something similar.

          "tell me where I went wrong"
          I've used that. I always, always get "You didn't do anything wrong, we just need to think about it". In other words, it didn't further the sale.
          In fact I've used these two closes selling different things to both consumers and business owners. Not thousands of times, but maybe dozens of times.

          "I sense a hesitancy. Mind telling me what's really holding you back?"
          This actually helped me when I used it before.

          And your advice about downselling is helpful. But here is what I am getting.
          When selling my $4,000 deal to a business owner.
          80% just buy. This is one on one selling, not to groups.
          18% swear to God that they are buying as soon as.....(whatever) happens, or after some period of time. Or they are going to get "competitive bids".
          2% say "I'll have my (whoever) take care of it. Or "I'll do it myself)

          This is based on my last 50 presentations. I could downsell, but I'm doing a lot of referrals, and the packages should stay the same. If I change the packages, they will think one got a better deal than the other one, and I never want that. On cold calls, I would downsell...but I haven't done it yet.
          I do offer different payment programs, but the money ends up the same.

          I gave this more thought last night, and I think after I created my Online Advertising presentation, it was simply a better presentation than my vacuum presentation.

          And Ken brought up that I'm not showing the "adamant non buyers" my marketing program. If I were, I think my numbers would be completely different. Nearly everyone I'm seeing already knows someone who is a happy client. So I'm walking in with some pretty good ammunition already. Usually they even know the price. I've cold walked in a few clients, and the numbers are different. They are figured into what I said above, but maybe half of them buy (if they agree to talk to me at length).

          You're right about comparing vacuum sales to online service sales. I noticed when I went from insurance to vacuums, many selling methods simply were not transferable. And I think it's the case here too.
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          • Profile picture of the author kenmichaels
            Originally Posted by Claude Whitacre View Post

            You're right about comparing vacuum sales to online service sales. I noticed whenI went from insurance to vacuums, many selling methods simply were not transferable.And I think it's the case here too.
            I new better then to come look at WF this early in the day ...:rolleyes:

            Any way when i read that, everything inside me just started screaming,

            but Claude, your just selling advertising.

            Be it wrong or right, that was my first instinctual thought.
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      • Profile picture of the author kenmichaels
        First , several times i tried to post my last post and for some reason
        it only took a few lines at a time.. grrr... i tried backing up a few times
        and re-posting, but from i can see i lost approx HALF of the post.

        i want to apologize, but its not really my fault.

        Plus, I watch N.C.I.S ( love it ) and Gibbs says "Never apologize, it makes you
        appear weak "

        just kidding, while a great saying, i don't really believe that... just ask my wife

        Originally Posted by Claude Whitacre View Post

        With vacuums, everyone I saw already had a vacuum. They were already sold on the ideas of having a vacuum. But I also had to fight the "But, we already have a vacuum cleaner" defense.
        Right, no different then, "we already do marketing", we already spend X on newspapers, radio, yellowpages. TV

        Originally Posted by Claude Whitacre View Post

        So...do you mean that when selling online services, I'm starting behind the starting gate because I first have to explain that online marketing exists. Then they have to accept that marketing online is actually something businesses do?
        Yes and no, those that need explanation DO OFTEN bear fruit.

        However what i am really trying to say, is almost ALL businesses already know
        KNOW that they NEED what you are selling.

        Your job is to convince them YOURS is better then wal-marts cheap version.

        Originally Posted by Claude Whitacre View Post

        The difference is that I would show someone a vacuum cleaner even if they vowed to me that they weren't going to buy at the beginning (It didn't really matter)
        Right, same as you should show some one who is used to making penny saver ads
        once a month the reason they are retarded for not useing the internet.

        Originally Posted by Claude Whitacre View Post

        But I only talk to business owners who are open to the idea of online marketing services. The sale is more complex, and I would never spend my time convincing a business owner that being online is a good thing.
        again, i am saying they ( almost all ) are already open to it.

        Your job is to simply bitch slap them with the reality of WHY YOU are
        the answer... and not some plug they heard on the radio.

        Originally Posted by Claude Whitacre View Post

        There are simply too many great prospects to spend time with.
        I just don't agree with that.

        Originally Posted by Claude Whitacre View Post

        Weird. I won't try to start from zero with a client I make many thousands of dollars on...but a vacuum cleaner? Sure. What the heck am I thinking?
        right, every sales should start at zero. Even if you have assumptions based on fact.

        If you don't start at zero, ... how do you paint the ENTIRE picture?

        you don't. You paint a partial picture. The missing pieces are the reason
        why you miss out on a sale.

        ---

        Holy Toledo batman, i must sound like a lunatic right now,
        but i am off my feed, suck at writing AND my 3 year old has been
        running around screaming "daddy" more time then i can count since
        i started to reply

        I will come back to this, and fix / fill in a.s.a.p

        Originally Posted by Claude Whitacre View Post

        By the way, do you ever go to marketing events? I think meeting you (and a few others here) would be interesting.
        Planned on going to one last year, then found out the few people i wanted to meet ... were not going to attend. I did not go.

        you however. I don't need an "event" just tell me when and where, as long as it did
        not interfere with anything important, i would get there.

        or you can always come to florida.


        Originally Posted by Claude Whitacre View Post

        Hope you feel better. Claudius
        Thank you, I appreciate it.

        Btw, what i just said IS NOT the post i had in mind to the original question.

        I haven't even started on it, i thinks maybe it is going to be a really long post.
        maybe.. we shall see.

        I just did not want to leave you hanging.
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        • Profile picture of the author Claude Whitacre
          Originally Posted by kenmichaels View Post


          I just don't agree with that.
          Ken; Always agree with me. I am a fragile flower.


          Originally Posted by kenmichaels View Post

          right, every sales should start at zero. Even if you have assumptions based on fact.

          If you don't start at zero, ... how do you paint the ENTIRE picture?

          you don't. You paint a partial picture. The missing pieces are the reason
          why you miss out on a sale.
          One of the most brilliant statements ever uttered by man.

          But we are not done. I still don't know why closing attempts (past the first one) get different results with different pitches. Maybe I'm doing something to make closing less necessary.

          Florida? You know, Akron Ohio is a great place to relocate. (I think he's taking the bait!)
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  • Profile picture of the author tryinhere
    Just a quick thank you and appreciation for everybody in this thread, it has to be one of the better threads for the year in offline.

    looking forward to a even bigger 2013

    Pete
    Signature

    .

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    • Profile picture of the author mak25
      Originally Posted by tryinhere View Post

      Just a quick thank you and appreciation for everybody in this thread, it has to be one of the better threads for the year in offline.

      looking forward to a even bigger 2013

      Pete
      I have to agree with Pete here. Great info here from some of the best people on this offline forum.

      Mike
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  • Profile picture of the author misterme
    Originally Posted by Claude Whitacre View Post

    "if you had something great but the other person isn't buying, what would you do?" I used something similar to that for awhile a few years ago. It was too general, and the answer I kept getting was "What has that got to do with it?" or something similar.

    "tell me where I went wrong"
    I've used that. I always, always get "You didn't do anything wrong, we just need to think about it". In other words, it didn't further the sale.
    In fact I've used these two closes selling different things to both consumers and business owners. Not thousands of times, but maybe dozens of times.
    Yeah, I figured. You know they're answering with stalls. Closes do one of two things. They either close the sale or fish out a non-buyer. You've got non-buyers.

    Originally Posted by Claude Whitacre View Post

    "I sense a hesitancy. Mind telling me what's really holding you back?"
    This actually helped me when I used it before.
    Me too. Maybe because it's more real than salesy. Anyway, maybe the answer isn't in attempting more closes. If they're non-buyers at that point then it's not because of the close or number of closes.

    Originally Posted by Claude Whitacre View Post

    And your advice about downselling is helpful. But here is what I am getting.
    When selling my $4,000 deal to a business owner.
    80% just buy. This is one on one selling, not to groups.
    18% swear to God that they are buying as soon as.....(whatever) happens, or after some period of time. Or they are going to get "competitive bids".
    2% say "I'll have my (whoever) take care of it. Or "I'll do it myself)
    So you figure about 18% are stalls or on the fence? May I suggest perhaps the issue is that 18% is a mix of unvoiced reasons you'd need to tackle, which may include, in part:

    a. People who don't want it but can't be direct and say no.
    b. People who feel video isn't the right medium for them
    c. People who think making a video would make them look prententious
    d. People who think you joke around too much for their taste / You're not serious enough for their taste
    e. People who think, "what do you know? You sell vacuums. I sell helicopters to corporations."
    f. People who think the reward won't be so great for them.
    g. People who think it's too much effort.

    Originally Posted by Claude Whitacre View Post

    I could downsell, but I'm doing a lot of referrals, and the packages should stay the same. If I change the packages, they will think one got a better deal than the other one, and I never want that.
    You don't change the packages. You sell a completely different line entirely: It would be a downsell to a DIY template. With step by step fill-in-the-blank instructions you walk them through in a video tutorial or two.
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    "Best book on answering objections I have seen... it's for photographers but it has brilliant techniques you can use in any business." - Claude Whitacre. When They Say That, You Say This (Amazon Kindle)
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    • Profile picture of the author Claude Whitacre
      Originally Posted by misterme View Post

      So you figure about 18% are stalls or on the fence? May I suggest perhaps the issue is that 18% is a mix of unvoiced reasons you'd need to tackle, which may include, in part:

      a. People who don't want it but can't be direct and say no.
      b. People who feel video isn't the right medium for them
      c. People who think making a video would make them look prententious
      d. People who think you joke around too much for their taste / You're not serious enough for their taste
      e. People who think, "what do you know? You sell vacuums. I sell helicopters to corporations."

      f. People who think the reward won't be so great for them.
      g. People who think it's too much effort.



      You don't change the packages. You sell a completely different line entirely: It would be a downsell to a DIY template. With step by step fill-in-the-blank instructions you walk them through in a video tutorial or two.
      Misterme; First. Very insightful. I bolded the points I wanted to address.

      b. Video is just part of the package. I ask enough "fishing out "questions to see that as a problem, I think.
      c. Pretentious? I don't hear that. I do hear that they are afraid to get in front of a video camera. I also hear that they want the emphasis to be on their staff or business, and not them. All of that is OK with me.
      d. I understand why you would think that. But I only joke around with friends. Clients get a far more business-like Claude. Speaking from the stage, humor is a tool. It turns off about 5-10% of an audience. but it helps keep the attention of the others. Plus, I'm really enjoying myself up there. In selling directly to a client, I'm much more serious. I never use sarcasm, jokes, or anything that might sound like I'm not an authority.
      e. You know, I never get that response. I know this is going to sound like I'm a pompous jerk, But it's very hard for a client to talk with me for an hour and not be impressed with my expertise. I'm talking about talking with clients. And your example of "helicopters to corporations" makes sense. But I never sell to anyone but small business owners. Corporate clients don't intimidate me, but I have no patience for the loopholes I have to go through to get a sale. When speaking to groups, I acually turn down about 20% that are ready to buy. They tend to be the corporate client that my package doesn't really fit.

      F&g. I get people that thinks it's too confusing. And I understand that. And most cold prospects are thinking something much smaller. So they think it's overkill. And it's more than they were prepared for.

      The DIY template? Very good idea. I have a package like that now. I sell it for $997 from the platform. But...are you ready? I sell more people the $4,000 "I'll do everything for them" package than the $997 DIY package. I mean more customers. Plus each sale is 4X bigger.

      But I haven't used it as a downsell yet, and that's a very good idea. Thanks.

      What I have done is sell the DIY program from the front of the room, nobody implemented it, and I later sold the "I'll do everything for you" program. That actually got good numbers, but not as good as just selling the complete service upfront.

      Your "Unvoiced reasons" ideas had a thought I want to explain here. My personality is not for everyone. Even though my sales figures are impressive to most, "I'm not a people person". I avoid social situations. Not because I'm intimidated, but because I don't feel the need.

      Most people are liked by 99% of the people that know them. I'm liked by about 95%. The difference is actually pretty huge. And I've given it considerable thought.

      I can live with the 95%.
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  • Profile picture of the author misterme
    Originally Posted by Claude Whitacre View Post

    b. Video is just part of the package...
    humor is a tool. It turns off about 5-10% of an audience. but...
    c. Pretentious? I don't hear that...
    d. I understand why you would think that. But...
    e. You know, I never get that response...
    Obviously there are reasons the 18% are stalling you, and they're going to be reasons that aren't evident or seem likely to you, otherwise you would've figured it out already.

    It's kind of like looking for that lost widget you can't find. It's not in the places you'd think it has to be. So you never find it. You keep looking in the same places over again too. It ought to be there, you'd never leave it anywhere else. But it's not there. And so you can't find it. To find it you actually have to look in the places you'd swear it could never be. Because that's where it is.

    So you have to abandon what you think is so and think altogether differently than you normally would to figure out why that 18% may be stalling.
    Signature
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    • Profile picture of the author Claude Whitacre
      Originally Posted by misterme View Post

      Obviously there are reasons the 18% are stalling you, and they're going to be reasons that aren't evident or seem likely to you, otherwise you would've figured it out already.

      It's kind of like looking for that lost widget you can't find. It's not in the places you'd think it has to be. So you never find it. You keep looking in the same places over again too. It ought to be there, you'd never leave it anywhere else. But it's not there. And so you can't find it. To find it you actually have to look in the places you'd swear it could never be. Because that's where it is.

      So you have to abandon what you think is so and think altogether differently than you normally would to figure out why that 18% may be stalling.
      misterme; I certainly cannot fault your reasoning. The 18% includes several cold calls that, when not counted, brings my closes to 93%.
      That means 93% of the people that come to me through my marketing, or referrals...buy. A few more would buy if I followed up, but I don't.

      Almost exactly 50% buy from cold walk ins (meaning 50% that I actually present to). You are absolutely right that I really don't know why some don't buy. I do know that it is usually something I did, didn't do, said, or a question left unanswered.

      But, and I'm sure it's the same way with you, after 35 years of studying human nature, I can sometimes tell what I'm doing that creates these non-sales. And I can almost always tell at what point the sale is lost. I'm sure you can too.

      The sale is rarely lost at the point of the close. And it's never made at the point of closing. The real mystery to me was that, when selling vacuum cleaners, why repeated closes reaped such good results.

      And the last couple of years I sold them, this changed to very few closes per presentation. usually one or two.

      The saying "You can't read the label from inside the bottle" applies here. It's harder to analyze what you are doing, because you are too busy actually doing it.

      But.... I still have a pretty good idea where I lose sales...most of the time. And I'll be honest, it's frustrating as hell. Have you ever pitched after you knew you killed the sale? It's very hard to say "Well, I'm very good at reading body language. You have just decided not to buy from me. So I'm not going to continue". So I keep going though the motions anyway.

      The few times I really have no idea why they didn't buy, I strongly suspect its that my personality was abrasive, or I didn't show a courtesy they expected.

      My question for you....Can't you tell when prospects have viscerally changed from buying to not buying? Don't you have an idea why some sales are lost?
      Not all, but some?

      Same with me.

      And remember the list (a-g) of reasons you suggested they weren't buying?
      My list was a little different, is all. At least the times I had an idea of why they said No. But you are right, sometimes I have no idea.

      For example, I was speaking to a crowd of about 100 business owners.
      Usually 6 or 8 will buy my program at the end of my speech. This time, only one. And I sold another one after a grueling 3 hour interview in the hotel lobby.

      I had the event recorded. I watched the video, and instantly saw the one place I lost everyone. But, I had no idea, when I was speaking on stage, that I had done it.
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      • Profile picture of the author misterme
        Originally Posted by Claude Whitacre View Post

        misterme; I certainly cannot fault your reasoning. The 18% includes several cold calls that, when not counted, brings my closes to 93%.
        93% closes you say? Then my helping you would be a disservice. Because then you'd be closing about 113.5% of your prospects and frankly, I don't know if you can service them all properly

        The real mystery to me was that, when selling vacuum cleaners, why repeated closes reaped such good results.
        Off the top of my head, maybe it's because that's how those people were accustomed to buying ("I'll say no, salesguy will throw in bags. I'll say no again, salesguy will work out better terms. Then I'll say yes.")

        The few times I really have no idea why they didn't buy, I strongly suspect its that my personality was abrasive, or I didn't show a courtesy they expected.
        Right. As in my little list, there are possibilities. In reality, it could be anything. And never voiced. Add to that, different from person to person, and so it becomes unlimited. You'd never be able to know, right there, with each and every person, exactly what it is and just what they need to hear from you to get it back on track.

        It wouldn't matter if you did anyway because anything and everything you say and do from that point, to such a prospect, is quietly being filtered through that silent rejection and disregarded.

        So maybe trying to identify the reasons isn't the way to work this problem.

        Perhaps what needs to be done instead is to block it. Drown out its significance.

        I think that's done in three ways. First, you need to have created urgency up front. In other words, early on presenting the reason decisions must be reached NOW. I'm sure you know why this should first be introduced early on, and only brought up as a reminder again at the close if need be.

        Secondly, sales resistance comes from people feeling they're being sold or rushed into making a decision, so instead of being the salesperson pitching products, services, features and benefits, doing and saying what salespeople do and say, toss that aside in favor of speaking heart-to-heart as a big brother, with empathy, concern, and providing reassurance about your suggestions.

        Finally, along that vein, instead of overcoming their objections with trying to zero in on whatever their objection may be, change the frame. Throw down a dare challenging them to rise to expectations.

        And you do that by making it more than just about their short term concerns. Then it wouldn't be something they can answer by citing a need to compare your service with others, sleep on it or ask the spouse.

        Well... they could. They can say anything. If they wish to stall, they will. But maybe it could be more persuasive if you took this tact. Because then the circumstance would be about them stepping up to the plate and doing what's right. They'd have to justify why doing the right thing right now wouldn't be in their best interests.

        "Dude, your indecision *is* a decision. And it's a decision that works against you" and show them how they're not being true to their core values and beliefs. How they're shirking responsibility for providing for their families, for building a legacy, increasing their worth, maximizing their potential, being a leader, being able to become a pillar in their community, by not at least trying this tried and true tactic to build their business. Then offer them a trial period, risk reversal, payment plan, whatever, to make the decision a no-brainer.
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        • Profile picture of the author Claude Whitacre
          Originally Posted by misterme View Post

          Off the top of my head, maybe it's because that's how those people were accustomed to buying ("I'll say no, salesguy will throw in bags. I'll say no again, salesguy will work out better terms. Then I'll say yes.")
          I think you actually hit the core of it. Negotiation is kind of expected in these sales. We take trade-ins (of their old vacuum, as a way to help stop cancellations). But when selling to past customers and referrals? Not so much. Also, it rarely occurs to my business clients that they can negotiate, and I never drop my price.

          Originally Posted by misterme View Post

          I think that's done in three ways. First, you need to have created urgency up front. In other words, early on presenting the reason decisions must be reached NOW. I'm sure you know why this should first be introduced early on, and only brought up as a reminder again at the close if need be.
          Yup. Urgency is handled up front. But what is even more powerful is getting them to tell you that they need this now.


          Originally Posted by misterme View Post

          Secondly, sales resistance comes from people feeling they're being sold or rushed into making a decision, so instead of being the salesperson pitching products, services, features and benefits, doing and saying what salespeople do and say, toss that aside in favor of speaking heart-to-heart as a big brother, with empathy, concern, and providing reassurance about your suggestions.

          Finally, along that vein, instead of overcoming their objections with trying to zero in on whatever their objection may be, change the frame. Throw down a dare challenging them to rise to expectations.
          Yup. My one on one presentations are like conversations. Out of an hour,I use real features and benefits 'selling" about 15 minutes (it varies a lot). But first; I discover perceived problems, agitate the problem (or two), give options for a solution, ask questions to expand their value in the solution ("How would this benefit you..?."), and then show my program, precisely matching each service as the solution to their most pressing (in their mind) problem. Usually showing my program starts about 45 minutes into the conversation. Everyone gets the same service, but I focus on the things they think are most valuable.

          Originally Posted by misterme View Post

          Because then the circumstance would be about them stepping up to the plate and doing what's right. They'd have to justify why doing the right thing right now wouldn't be in their best interests.
          OK. I haven't heard this thought before. You are starting to go in an unfamiliar direction. I don't doubt you. It's just unfamiliar.

          Originally Posted by misterme View Post

          "Dude, your indecision *is* a decision. And it's a decision that works against you" and show them how they're not being true to their core values and beliefs. How they're shirking responsibility for providing for their families, for building a legacy, increasing their worth, maximizing their potential, being a leader, being able to become a pillar in their community, by not at least trying this tried and true tactic to build their business. Then offer them a trial period, risk reversal, payment plan, whatever, to make the decision a no-brainer.
          This is an unfamiliar approach for me. I would like you to share your experience with using it.

          Misterme: (If that is your real name!)
          I am going to admit that you show far more sales acumen than 99% of the "professional salespeople" I meet. I'm serious. And I think even I'm getting tired of hearing about "Claude and his minor sales hick-up"
          How do you know so much about selling? I know you didn't just get this from years being a photographer. I would like to know more about your experience.
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          • Profile picture of the author misterme
            Originally Posted by Claude Whitacre View Post

            OK. I haven't heard this thought before. You are starting to go in an unfamiliar direction. I don't doubt you. It's just unfamiliar.
            This is an unfamiliar approach for me. I would like you to share your experience with using it.
            I got this from an agent who was successfully booking me some six years ago. At the sales meeting the bride to be says she likes my stuff but the groom, typically, is all bottom line and stalls. So this agent had brass ones, and he'd turn to the groom and say, "Charlie, she wants it. It's time to step up to the plate. You have to do this and be there for her" or something close to that.

            There's a couple of dynamics happening there that makes this all the more remarkable. One is, timing. If you don't say this right there, then she has the chance to acquiesce to Charlie's wishes to not proceed. She's marrying the guy, after all, and so they're bonded to each other and their blood is thicker than your water. On the other hand, there's a part of her wants you to be her advocate and get Charlie to agree. So she looks at Charlie with puppy dog eyes in that moment. And he knows he has to say the right thing right then, so it was usually, "do you want it, baby? Really? OK, I'm good with it if that's what you want. Let's go ahead."

            Anyway, think of how Oren Klaff says the Moral Authority frame is the strongest frame there is and he uses it when he can to take control because there's nothing you can say to the Moral Authority frame to break it. You can't say "Sorry, Oren, but I prefer to lie, cheat, steal and basically do the wrong thing" correct? Well, my thought is, what if you used the Moral Authority to overcome objections? And that's what this agent did, seems to me. How can the groom say "No, I want to deny her this"?

            Originally Posted by Claude Whitacre View Post

            Misterme: (If that is your real name!)
            I am going to admit that you show far more sales acumen than 99% of the "professional salespeople" I meet. I'm serious. And I think even I'm getting tired of hearing about "Claude and his minor sales hick-up"
            How do you know so much about selling? I know you didn't just get this from years being a photographer. I would like to know more about your experience.
            I get to be a photographer on weekends because of my marketing and selling myself as a photographer the rest of the week. I did, early on, briefly, work in real estate sales leasing apartments in NYC, worked in sales at an employment agency and a dealership doing auto sales. Even worked a while as a commercial illustrator. One day I picked up a camera and found it came more naturally because I always had an art talent and I really liked it. More profitable too. That's my background.

            Back in the 90's I did postcard mailings to brides-to-be lists and booked $4000 jobs off it. That got me some notoriety because $4000 was considered very high back then. Even today there are wedding photographers who'd tear their arm off to book a $4000 assignment. I was mentioned in a trade journal, started writing marketing and advertising articles for trade journals, then I was approached by a trade publisher and wrote the book on marketing and advertising wedding photography, which was sold through places like B&H Photo for years. I never pursued the seminar circuit but nowadays I write for a photo industry blog reaching some 9,000 photographers.
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