The phrase “resistance is futile” comes to us from Star Trek (the next generation). Here is a crazy idea; in sales conversational resistance by a prospect isn’t always futile…
because many salespeople handle it badly and the conversation never even starts!
Mistake #1 – mistaking conversational resistance for an objection to doing business.
When you think of INITIAL conversations – in the first 10 to 60 second of the call… it is probably not REALLY an objection to doing business with you – rather it is resistance to having a conversation.
BECAUSE… opening the door to the conversation means they will eventually have to:
• Put actual thought into the topic
• Do MORE work to switch vendors
• Take a risk
Mistake #2 – wanting to be right leads to confrontation
instead of thinking you have to change their mind RIGHT NOW, shift your perspective and change your goal.
All you are working to do is continue (maybe I should say begin) having a conversation.
… the UpYourTeleSales definition of a conversation is an exchange of ideas between people – that exchange must happen before any opinions, misperceptions, or minds can be changed.
Mistake #3 – not having a plan!
1. Acknowledge – the prospect has a valid point.
One of the top complaints about salespeople is that we don’t listen! Change this perspective immediately by acknowledging you’ve heard the objection.
Important safety tip: acknowledge & agree, are NOT the same thing.
2. Soften – make a direct question easier to hear
Softening statements at the beginning of a sales question help make direct questions easier for the prospect or customer to hear and answer. Softening Statements are designed to:
• Blunt the edge.
• Take the harshness out.
• Ensure the prospect or customer isn’t put on the defensive by the sales question you’ve just asked.
3. Ask A Question – to turn the prospect’s brain back on.
The question you ask is NOT to sell the prospect on anything EXCEPT on continuing the conversation.
Even though they didn’t hang up the phone when they pushed back with resistance, they did hit the release button in their brain. To have a conversation you’ve got to reengage their brain by asking a question without an auto-magic response!
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