Discoverorg How to Handle the Objection 8-24-13

What’s in Your Pipeline? www.SellBetter.ca (855) 25-SALES

@TiborShanto @discoverorg#sellbetterdorg

Cold Calling: How to Handle the Objection!October 24, 2013



Tibor Shanto

• Principal – Renbor Sales Solutions Inc.

• Drive numbers by building top sales performers through process and behavioural change

• Focus on Execution



Tibor Shanto

• Principal – Renbor Sales Solutions Inc.

• Drive numbers by building top sales performers through process and behavioural change

• Focus on Execution



Commitment to Action



Today’s Focus

• Nature of Objections

• Manage and Overcome

• Execution



Prospecting

• Why is it that Sales People don’t like to prospect?

1. Fear of Rejection – Objections

Not about avoiding – it is about managing

The Good News – One sure proof way to avoid Rejection

Bad News – Don’t make the call

Oddly, the number one choice of many sellers!



Interruptive Marketing

• Unless you are in their calendar, you are an interruption



What is An Objection

• A Reaction

16 Hours

10 Hour Day



Blah blah Fortune 500, blah blah leader

in blah blah blah



What is An Objection

• A Reaction

• A reaction to all the bad calls that came before you

• Shut it down

• Conditioned Response = down to their favorite blow-off

• Not Personal – not you – what you represent



A Proven Methodology

I - Initiate

E - Engage

IQ - Impact Question

R - Ready

TiA - Take it Away

C - Commit

• The average contact to appointment is roughly 14%, or 7 : 1 That’s for Cold Calls!



Deal with Rejection

• Interruptive Marketing

• Five Biggies:

Status Quo

No Interest

Time

Bad Experience

Send

What you do – Not how you avoid!



NO!

NO!

NO!

NO!

Objections – Rejection



May I help you?

Just looking

Man, this place has crappie service, is

there anyone to help us?

Five Minutes later:



May I help you?

Just looking

That’s ok, if you tell me what you are looking

for, I can show you where to find it.

What you do with it – Not how you avoid!



Handling Objections

A. Acknowledge

B. Credibility

C. Involve

D. Call to Action – Commit

An updated variation of the Triple F:

I know how you Feel, others have Felt the same way before the Found …..

http://is.gd/OHBook



Handling Objections

• The first one is always Conditioned Response

• Need to change direction

• Make sure you deal with the real why



Managing Status Quo

A. Acknowledge:

▪ I know exactly what you mean

▪ It is interesting you say that

▪ I understand why you would say that, in fact

B. Provide example where you co-existed

C. “ENHANCE/MATCH/FIT/EXTEND/LEVRAGE”

D. As before, propose a single time to meet

“It’s interesting you would say that, as BDC said the exact samething before they saw how we helped accelerate adoption oftheir internal programs; let me show you we did that, how isWednesday at 11:00?”



Managing No Interest

A. Acknowledge – starts the same way:

▪ I know exactly what you mean

▪ It is interesting you say that

▪ I understand why you would say that, in fact

B. Go to value

C. “Value – Direct Benefit – Risk removal – Cost take out”

D. As before, propose a single time to meet

“I understand, because PB said the exact same thing before they sawthe 5% increase in retention we delivered, and the positiveimpact that had on client sat and revenue growth, I can showyou exactly how we did it, how about Wednesday at 11:00?”



Managing No Time

• Comes in two varieties:

1. Here and now

2. Not until the second coming

1. Here and Now

“You know I thoughts that would be the case would be, as I only work by appointment myself, and that is the only reason I’m calling, to schedule the appointment. How is next Thursday at 3pm?”

2. Second Tuesday after Hell freezes over

“Not a problem, I’ll make a note, just so I am better prepared, can you help me understand what will specifically change between now and then?”

• Then work it!



Managing Bad Experience

• Not necessarily a negative

• It is about the resolution – or lack thereof

• Explore the experience

• Do not take ownership

• Empathize – don’t sympathies



Managing Send Information

• Highlight breadth of offering – meet to focus

• Trade lit for meeting

• Go to web site

• Use e-mail

• As before, propose a single time to meet

• Ask about priorities to focus in material



Before it Even Happens

• “I bet you haven’t had a chance to read it yet, have you?”

• “I am the small business specialist”• “Taking a proactive stance”

First time – Surprise

Second time – Validation

Third time – My job to deal with it



Voice Mail

Always Leave a Voice Mail

• It is a Touch Point – 4 – 7 before the game even begins

• Call back is only goal of voice mail – not to make appointments

• Be counter intuitive > Less is Better!



Voice Mail

Always Leave a Voice Mail

• Assume you are calling Steve Jones – he works for More Trucking Central

• Assume you’ve done business with Down The Road Trucking

▪ “Steve Jones – This is Mike Miller from Top Choice.

▪ I can be reached at 416 555-1234

▪ I’m calling with reference to Down The Road Trucking"

Monday Tuesday Wednesday Thursday Friday

VM VM 11:00

EM

VM TXT VM



• Standard Referrals don’t work

• You need to connect with people who are: “In The Know” when a decision maker experiences

• People who are in a position to put you in front of someone who has or about to experience a Trigger Event

Referrals 2.0


@TiborShanto @discoverorg#sellbetterdorgSLIDE :27



Time To Commit

Write Down Three Things You Will Put Into Practice

When

1)

2)

3)



Tibor Shanto

http://influencers.smallbiztrends.com/story.php?id=3966

http://influencers.smallbiztrends.com/story.php?id=3966

http://www.topsalesworld.com/topBloggers.php

http://www.topsalesworld.com/topBloggers.php

http://topsalesworld.com/topsalesinfluencers/top-50-sales-marketing-influencers-2013/

http://topsalesworld.com/topsalesinfluencers/top-50-sales-marketing-influencers-2013/

http://labs.openviewpartners.com/top-sales-influencers-for-2013

http://labs.openviewpartners.com/top-sales-influencers-for-2013



Thank youTibor ShantoPrincipal

Renbor Sales Solution$ Inc.

(855) 25-SALES

[email protected]

www.SellBetter.ca

www.SellBetter.ca/blog

twitter.com/TiborShanto

Henry Schuck

Chief Revenue Officer

DiscoverOrg

800-914-1220

[email protected]

@discoverorg

http://is.gd/discoverorg

mailto:[email protected]

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Discoverorg How to Handle the Objection 8-24-13

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