“Pay close attention to the words your prospect uses when giving you an objection.” – Quina Feldstein in today’s Tip 877
Do you pay attention to your prospect’s word?
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Scott Ingram: You’re listening to the Daily Sales Tips podcast and I’m your host, Scott Ingram. Today’s tip comes from Quina Feldstein. Quina has recruited and trained over 1,400 sales reps in her career across various industries. Her teams were top 5 in the country out of hundreds. She was #1 in productivity per rep in the nation, generated millions in revenue, & President’s Club every year. She now oversees a team of Sales Empowerment Managers for House of Revenue who execute sales strategies and build sales infrastructure for all of their clients.
Quina Feldstein: My sales tip today is, “So you’re saying there’s a chance.” I want to encourage you all to really pay attention to the prospect’s word choice, because oftentimes the words they choose to use illuminate potential opportunity there or an opportunity to push further. Maybe it’s an opportunity to close. So the words that I want to point out that you want to pay attention to in the sales process are the words that end in “ly.” Usually, typically, normally, and probably, so those four words and many of you probably remember growing up and hearing your mom say, “We’ll probably…” and you knew that there was an opportunity to get dessert after dinner because she said probably.
So when a prospect says the words usually, for example, let’s say the prospects, you know we all usually accept new bids from vendors that are not on our approved vendor list. The word “usually” implies that there is an opportunity there that isn’t necessarily a straight no. So when a prospect said, “We don’t usually…,” my question back is, “Okay, cool. So what other options are there or what are the other options?” When a prospect says “typically we use the software that corporate recommends that we use.” “Oh, Okay. What about the software that corporate doesn’t recommend?” Or the prospects of the word normally, “Normally we make these decisions based on the lowest price” or “Normally we go to corporate to make those kinds of decisions.” My response would be, “Oh, got it. Okay and what about the times you choose a vendor based on value, or what about the times you choose the vendor just on a local level versus Mr. Corporate?” The other word is probably, “Hey, you know, we’ll probably wait for a better time to review your proposal since this isn’t a priority.” “Oh, understood. So when is the best time for us to sit down and review that proposal?”
People are a lot closer to saying yes than you realize. The majority of people are destined to say no, one to two, maybe three times before they say yes. So it’s all about being pleasantly persistent and asking in a different way. So you may not want to ask the same exact question three different times, but you definitely want to ask different questions that will still give you the same end result.
So instead of just saying, “Oh okay, now’s not a good time, since you probably wait, you’ll probably wait to review the proposal.” I would push and ask in a pleasantly persistent way, “Hey, when is a better time for us to review the proposal?” Most people are destined to say “no.” One to three times and they’re a lot closer to saying “yes.” In actuality, they’re probably saying no as a way to stall before they say “yes.”
So pay close attention to the words your prospect uses when giving you an objection. If they use one of the words that I suggested above or before, there’s a potential opportunity to be pleasantly persistent, to uncover more.
Once you’ve done that. Be sure to come back tomorrow for another great sales tip.