Telemarketers have tough jobs. For many of them, taking north of one hundred phone calls a day is standard. A person who works on the phone can have a particularly challenging job if he or she is required to make sales. No matter the product or service being sold, it is important for all telemarketers to be proficient in responding to customers who say “no”.
Here are three strong techniques for sales reps to overcome objections:
1. Showcase your empathy for their concerns.
This all starts with active listening. It’s important to pay attention to the exact reason your callers may be objecting to your sales pitch. In many cases, they may say they “can’t afford it”. Before continuing your push to make the sale, express an understanding of their financial concerns. Make note of how your product or service may end up saving them money in the long run.
It’s wise to use such phrases as “That’s a valid concern” and “I can totally understand why you feel this way.” By showing empathy, you demonstrate an understanding of your caller’s viewpoints. You also showcase that you’re capable of making an emotional connection. Your human side shines through. This can help to soften your customers’ resistance to your offerings.
2. Ask probing questions.
A strong salesperson is well aware that no two consumers are alike. Giving every lead the exact same pitch isn’t going to be an effective sales technique. It’s important to get to know some specific things about each of your potential customers. By asking probing questions, you’ll learn of their different needs, wants and concerns. Frame your inquiries in ways that encourage conversations to begin between you and your leads.
For example, “What are your top concerns regarding this product?” or “What are some issues you’d most like help with?” It’s all about drawing a connection between your product or service and the needs of your customers. Success in sales often comes by way of highlighting specific benefits to your customers. Knowing what they care about is the best way to make those connections.
3. Use the Feel, Felt, Found technique.
According to sales coach, Dew Tinnin, the Feel, Felt, Found technique is a top way for sales reps to overcome objections. “Create empathy with your client by telling them you understand how they ‘feel’,” she explains on her website, “It tells them that you’re listening and it creates rapport. Moving on to ‘felt’ tells them they’re not alone. You’ve worked with people who have felt the same way. It moves their focus off the objection and moves them to a place of trust. Finally, the ‘found’ is a way to come to a resolution and show them that there is still a way to work it out.”
Tinnin offers the following phrasing as a clear example of the Feel, Felt, Found technique: “I understand how you feel. In fact, that’s not the first time I heard that – others have felt that way, too. And what they found was…(explain to them how you resolved the concern).”
Does your business employ sales reps who work over the phone?
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