#986 I OBJECT!

It’s unfortunate, but many young salespeople I work with get knocked off their feet by objections. Remember that I view all interactions through the lens of building, maintaining, and increasing rapport. My core belief is that rapport is the main ingredient in getting things done well, and welcoming objections increases rapport.

I’ve witnessed (and cringed) when a buyer raises an objection, and the seller immediately launches into a defense giving a scripted response as outlined by his ill-informed sales manager or corporate trainer.

A few things are happening here all at once, and none of them are good. The salesperson instantly feels threatened and puts up his dukes. (Obviously not good for rapport.) The objector sees this fighting stance and unconsciously digs in his heels. They are now locked into a battle that will end with a winner and a loser. (The opposite of rapport) Life is rife with variations of this sales mistake. 

It happens between couples, parents and kids, bosses and employees, clerks and patrons, and on and on, but the rules are the same. Instant defense creates instant tension.

Confidence is what’s called for here. When faced with an objection, I will either breeze by it (testing to see if it’s real or just a nervous reaction that will quell as we go further), or I’ll agree with it.  

That’s not a type-o. I agree with the objection.  

Agreeing with an objection creates the exact opposite of heel digging. It sets folks at ease. It creates space where you can be heard. It shows respect and builds rapport.

I’ll say something like. “I understand where you’re coming from. Can you elaborate on that?” Or, “I see why you’d feel that way. It makes sense. Maybe we can look at it from a different angle.”  

Maybe I will say, “That makes sense to me. Let’s talk about that.”

Agreeing with an objection with my first sentence is honoring the other person’s right to their opinion. Allowing them to express that opinion and even asking for more will facilitate rapport and solid agreement only happens in a state of rapport.

It takes confidence to agree with objections, but if you’re selling (consulting, offering ideas, and helping) and not selling (jamming your product or idea down someone’s throat), you understand that a mutually agreed-upon outcome is the ONLY outcome you want.

Own Your Sales Gene…