The Big "O" in sales…objections. Do you look forward to them as opportunities or fear them out of sure failure? One of the largest determining factors of sales success (or lack of) is the ability to not just overcome objections, but to revel in them.
Quite simply, objections are a way to actually get to know your client better, develop strategies, determine where the conversation is going and set yourself up to win. One of the best tools that is largely underused today is role playing. With your sales team or management, regularly play out scenarios until you're comfortable with the areas that currently frustrate you. It could be product oriented, you may have difficulty in the qualifying process, your close is not strong or you don't seem to ask enough questions. No matter what if you don't improve through practice, you will likely get the same results you are today.
Objections are beautiful things. Challenge your customer. Typically the first thing that comes out of someone's mouth is not their actual objection. The number one objection dealers hear: "I'm just looking". Don't be afraid of it…have two or three comments/questions at the ready every time. If one doesn't seem to be working, change it. Also, change your approach. Don't ask "can I have your email address?". Instead ask "Do you prefer communication via email or text? Most people really like the flexibility of text messaging!".
Just remember that objections are opportunities about 95% of the time, especially if the person is in front of you. Act as if you expected the objection they tell you. "I'm glad you brought that up…here at Blah Blah Dealership, we go out of our way in regards to (objection)". There are so many ways to positively address (or attack) objections.
As a good 'mate' of mine (Larry Pinci of Sell the Feeling) says "are you on the cause side of the equation or the effect side?". You can't adequately deal with objections unless you are firmly on the cause side, know your convictions and expect to use objections to thrive. If you fear objections, either practice until you're comfortable or see if the action is more to your liking in the business office (it just may be).
Now go out there and be great.
Best practices: Professional Insight, Powerful Results