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Answering Objections

The best way to answer objections is to avoid them in the first place – by asking questions in a way that makes it easy for people to say yes.

How to help people say yes!

• Offer a choice of two options.  For example: I’m helping people get free books by scheduling shows this month.  I usually work on Tuesdays and Thursdays. Which is best for you? Tuesday, ok. How about 7 pm.? Great!”

Here’s an example when discussing the business and you’re ready to help them sign up. “Well the next step is to order your kit.  Would you like the large base kit, or the current special kit?”  “Would you like to book your kickoff show two or three weeks from today?”

Offering a choice keeps them focused on making a choice between the two options you offer, not on other options. This technique also allows you to control your time by directing your customer into slots of time available on your schedule.

Ways to Answer Objections when you get them (and we all do).

Objections are usually just a person's way of saying, "I'm not so sure...tell me more so I can feel comfortable making this decision."

•  Feel, Felt, Found  - this is a great tool for communicating with anyone, business contacts and family included. 

When someone says, I just don’t think I (have enough time, know enough people etc.)  You answer by saying “Susan, I know how you feel (and smile because you do).  As a busy mother with family schedules and such, I have felt that way too.  But I’ve found that when I help my hostesses know how to do a "show when they're on the go," they find it fits nicely into their schedule.  And they are so happy with all the free books they get!   (Now offer your two options from above.) 

Or “Jane, I understand you are feeling unsure about having enough guests at your show.  I felt like I knew very few people after just moving to this area.  But I’ve found that when we start looking at the hostess guide and listing all the people you know through work, school, moms group, kids activities, church and such that you’ll have a larger number of people to invite than you realized.  (Now offer your two options or your next two dates available for her to choose from.)

If she’s thinking about the business, but “I just don’t have enough time.” (or whatever) – Say, "I know how you feel, with three young children, I often feel there isn’t enough time in the day to do all I want to.  But I’ve found that my business fits nicely around our families needs and activities.  I can help you do that too.  Do you have other concerns?"  If not, offer your two options.

• Is there any reason Why? otherwise known as reverse psychology. 

We often work hard  to say “NO I can’t fit anything else into my life! And many times shy from any additional commitments.  This technique allows the person you’re talking with to say NO, and still take advantage of what you’re offering.  

Here’s an example:  Helen says “Oh I feel really awkward asking my friends to come to my house to buy things so I can get them for free!”  You say “Helen is there any reason why your friends wouldn’t want to have these great books for their kids?!”  She’ll say NO and then you can say.  Well then, let’s choose a date here so you can help them have access to these books right away. They’ll be so glad you invited them for personal shopping service. J

·       Porcupine Technique – repeating their concern in the form of a question to them. 

For instance, Kate says “I’m just so swamped, I can’t have a show right now.”

You say: “So you’re really busy right now?” 

She says oh yes with church and boy scouts and soccer season too.

Well it sounds like you are really involved in lots of things. I bet you know lots of moms from all these activities!  I’ve found that the best hostesses are busy people who are out and about with people all the time.  I want to help you make this work into your schedule so all your friends can enjoy a fun night with you and so you can get lots more books free.  Would a Tuesday or Thursday be better for you?

• If I can help take care of that concern...This technique helps them see you're trying to help them.  That you're going to support them and help them be comfortable with their decision and their role.  

Rose says "I'm really not a sales person, I've never sold a thing in my life."  And you respond, "Rose, If I can help take care of that concern, would you be ready to become involved today?"  This may lead to other concerns, but you will find out just what those concerns are and can take care of them right away.  Then address her specific concerns so you can help her get going today. :)

Using these techniques takes practice, but it shows you are interested in doing business with people when you help to answer their objections by providing more information. 

Being assertive will help to get more books into the hands of more kids!  And it will help your business grow and prosper too.