The Power of Asking Questions: Overcoming "Buying Objections" (Part 2 of 2)

Last week, we started exploring the best methods to overcome a prospect's "buying objections" during a sales situation. As we discussed, most prospects will express some type of buying objection. That is why it is crucial for salespeople to know how to respond accordingly - and that is by asking questions.


When a salesperson asks questions, especially "if" questions, they display confidence and expertise on their product or service and show genuine interest in solving the prospect's dilemma. But there is more to asking questions in a sales situation than coming at a prospect with a barrage of questions.

Get Permission To Continue The Conversation By Asking An "If" Question.

As mentioned in previous e-tips, the days of pushy, fast-talking salespeople are gone. Prospects will bolt the moment they feel pressured. Prospects typically want a solution that feels custom-tailored to their needs. As a result, salespeople nowadays need to be problem solvers. This is where "if" questions come into play. "If" questions are a way to hypothetically dismiss a prospect's initial objection and put the spotlight on the value your product or service can offer them.

For example:

Salesperson: "Ms. Prospect, if I can demonstrate to you in just three minutes how our product or service can not only fit into your budget, but also provide your business immense value, would you be open to hear more about it?"

One Sentence, One Question, Can Open The Door To Sales Success.

The example above is one sentence comprised of just 41 words, yet it does so much for a salesperson. For starters, the question shows politeness. It also acknowledges the prospect's objection (budgetary concerns) and hypothetically shelves it so that the conversation can move forward.

Additionally, the example makes use of a timeframe. Remember, a prospect would not call you or agree to field your call if they were not potentially interested in your product or service. But that does not mean they signed up for a lecture. By quantifying the "moment of their time" you actually need, further conversation becomes all the more appealing to a prospect. And when combined with a series of investigative follow-up questions salespeople gain a one-two punch for sales success.

Continue Asking Questions To Paint A Complete Picture.

The power of asking questions does not end with breaking through initial buying objections. The more questions you ask, the more a sales situation transforms into a conversation, instead of a one-sided sales pitch. In addition, the more you learn about a prospect's situation the better you can position your product or service as the solution they need.

Executive Summary: As always, there are no guaranteed strategies for success in the world of sales. But that does not mean you cannot improve your odds. By asking questions, specifically "if" questions, to gain permission from a prospect to continue discussing your product or service, you can avoid sounding pushy and putting a prospect on the defensive. Once you overcome an initial buying objection, a prospect will be all ears, so continue asking questions and engaging the conversation until the value of your product or service reveals itself to them naturally.

Tip #305: The Power Of Asking Questions

Most Prospects Will Express Some Type Of "Buying Objection."

Far too many salespeople push their product or service on a prospect. And when they do, the prospect usually responds in one of the following ways:

• "The price is too high."
• "I need more information."
• "I need to think about it."
• "We have no budget."
• "This is a bad time."
  
  

Initial Objections Can Be Overcome By Asking Questions.

The biggest mistake any salesperson can make is to react to an objection with a statement or declaration about their product or service. Doing so makes them seem like they are going on the defensive. When confronted with an objection, a salesperson should respond immediately with an investigative question. Not only does this show they have genuine interest in helping the prospect, but also conveys confidence that their product or service is the perfect solution for the prospect.

Exploring Objections Turns Up Solutions (And Sales).

The more a salesperson explores an objection with a series of questions, the closer they get to the real reason a prospect is hesitant. A salesperson can break through an objection with a number of responsive questions. Here are some examples:

Prospect: "We don't have the budget for this."

Salesperson: "Ms. Prospect, I understand. I hear that a lot these days. Fortunately, our [product/service] can be adapted to fit almost any budget. May I ask, is it that you presently have no budget? Or never had the appropriate budget?"

Alternatively:

Salesperson: "Ms. Prospect, I understand completely. Let me ask you this: Is it only budgetary concerns your company is worried about? Or are you more concerned about the value your company will receive?"

Exploring objections through hypothetical questions and scenarios will open doors, and "if" questions are the keys that unlock those doors. By shaping follow-up and investigative questions in an "if" format, salespeople can better understand what is really holding a prospect back.

Executive Summary: "Closing" a sale should never be what drives a salesperson. If it is, they will only ever come off as a blunt instrument to prospects. Instead, salespeople need to apply a more subtle approach. Successful sales come from multiple touches and by gaining an understanding of what a prospect needs. To do this, salespeople need to ask questions. Doing so will result in more profitable sales with far less dismissals by prospects.

P.S. Look for Part 2 of this tip next week, in which we explore techniques using "if" questions to gain permission from prospects to continue discussing your product or service with them.

8 Helpful HR Tips For Businesses

Your staff is the engine that drives the success of your business; they are your most important asset. As such, HR concerns should always be a top priority. Developing and maintaining a positive culture in the work environment is critical if your employees are to perform at their best. That is why we put together a list of eight tips to help with HR concerns ranging from bringing someone new onboard to exit strategies for departing employees.

8 Helpful HR Tips For Businesses:

Tip #1. Draw Up Job Descriptions - If you want the right person for the job, any job, you need to have a detailed job description that includes level of skill needed, prior experience required and whether or not further training will be necessary.

Tip #2. Use Trade Publications When Hiring - One of the best ways to get the attention of a top candidate is to advertise through a specialist or trade publication. People who are passionate about their line of work tend to subscribe to relevant publications about their field.

Tip #3. Follow-up With References - Never hesitate to ask for references when hiring a new employee; previous employers can be an extremely valuable resource. Also, be sure to contact them via phone as opposed to e-mail or letter, as you are more likely to reach them that way.

Tip #4. Make New Hires Feel Welcome - First impressions are always important, especially in the workplace. If a new hire is brought into the fold feeling unwelcome, it will negatively affect their productivity. It usually takes 60 to 90 days for new hires to acclimate, so make sure you do everything you can to make them feel welcome during that period.

Tip #5. Stay In Touch With The Team - Strong team bonds make for more positive work attitudes. Team communication is crucial for maintaining productivity, so keep everyone in the loop and keep in contact regularly via meetings, e-mails and even a bulletin board.

Tip #6. Be Creative With Incentives - Competitive positions, such as sales, need not be incentivized with monetary bonuses. Benefits like job-share and flexi-hours can be just as appealing to employees, since it allows them to have more control over their work life.

Tip #7. Be Consistent When Enforcing Company Policies - Despite differences in job titles and responsibilities, the workplace should be a level playing field where everyone follows the same rules. State policies clearly in a staff handbook and make sure rules are enforced equally throughout the company.

Tip #8. Provide An Exit Interview - Having an exit interview is a smart way to learn more about your work culture and identify any problems you ought to address. Exit interviews also help minimize anything negative being said about the company later.

Executive Summary: At any business, the people who handle HR issues are expected to wear a lot of hats. They must be able to facilitate the hiring of a new employee, maintain a positive work culture at all times and be able to make sure employees who leave the company do so on a good note. Because of this, businesses need to make HR a top priority since a business is only as strong as its people.

Tip #303: Six Employee Training Tips

Studies Show The Most Productive Employees

Are Those With Continued Training.

It is wrong to expect employees to walk in your door already possessing the exact skills and knowledge needed to perform their job. While jobs might share the same title from business to business (e.g. "salesperson") they always differ slightly based on the unique culture every business develops. That is why continued employee education is crucial. To that end, we have prepared six tips to help you get an employee training initiative started.

Click Here To Read Towers Perrin's Workforce Study On Employee Engagement

6 Employee Training Tips To Strengthen Your Team:

Tip #1. View Training As An Investment, Not An Expense - Many businesses dismiss the idea of training because it seems like an expense rather than an investment. This is simply not true. Ultimately, the long-term benefits of employee training far outweigh its immediate costs. And when you factor in the importance of employee retention, the value of training becomes self-evident.

Tip #2. Get Management To Support The Initiative - Obviously, an employee training initiative cannot get off the ground without the support of management. Furthermore, when management gets involved with an initiative, employees tend to show more interest. Otherwise, they might be hesitant and view continued training as a criticism of their skill sets.

Tip #3. Start The Initial Training Program Off Small - Getting in over your head right from the start is a surefire way to see your training program canned immediately. It is best to work the kinks out of the new initiative by starting out small. Benchmarking a developing training program with a handful of employees exposes weaknesses and shortcomings in its design.

Tip #4. Choose Dynamic Instructors To Lead Training - There are really only two options when it comes to employee training instructors: Either you outsource the job and hire a professional trainer or you select a knowledgeable staff member who is charismatic and engaging enough to prove an effective teacher. Either way, the person leading the employee training needs be a capable educator.

Tip #5. Train Employees Throughout The Team - Even employees who have been part of the team for several years can benefit from further training. The worst mentality one can develop is thinking that they have learned everything about their business. Everyone can and should strive to learn more, whether they have just been hired or been around for over a decade.

Tip #6. Measure The Success Of The Employee Training - Measuring the efficacy of your employee training might seem difficult, but it should actually become apparent in a number of ways. If after employee training you notice an increase in profits or employee productivity, take it as a sign that the employee training is pulling the weight of its cost.

Executive Summary: Any businessperson, no matter how senior, not learning in today's fast-paced and competitive economy is sure to fall behind. Additionally, if you are not willing to help hone your employees' skills, who will? Strengthening an asset is never an expense; it is an investment - and your employees are your greatest asset.