185: Covid-19 Or Not, You Still Have To Master Client Objections

<p>Covid-19 Or Not, You Still Have To Master Client Objections</p> <p> </p> <p>Client hesitation or objections to buying from us are indicators we have failed in some keys areas in our preparation, questioning or solution explanation with the client.  We have not fully understood what the client needs, have not matched our solution with what they need, have not shown sufficient value from our solution and have not created any sense of urgency to take action now.</p> <p> </p> <p>Here is a five step process for handling client push back on our offer.</p> <p> </p> <ol> <li><strong>Listen</strong></li> </ol> <p>The objection we are hearing is probably something we have heard before.  We think we already know what the client is going to say before they finish and we jump in to overcome the objection.  Big mistake!  We have to wait to hear them out and really understand what is the problem, not what we think is the problem.</p> <p> </p> <ol start="2"> <li><strong>Use a cushion</strong></li> </ol> <p>When we hear the objection we often say the first thing that comes into our mind.  This is rarely our best response. We need a few seconds to think how we are going to approach this issue with the client.  This is where we make a neutral statement, which neither agrees nor disagrees with the client, so we can buy ourselves some thinking time.  It might be something like, “I know making the right decisions for the company is very important for you”.  In the few seconds it takes to say that, our brain can move to professional objection handling mode rather than reacting emotionally to what was said by the client.</p> <p> </p> <ol start="3"> <li><strong>Question</strong></li> </ol> <p>The first thing we should do is not respond to what we heard.  Instead we should ask them why that objection is a problem. What is the exact issue we need to fix?  We need to get the client talking because we will pick up valuable information about their situation and constraints on them moving forward.  An objection is often shorthand for a much