Podcast
Questions and Answers
What is an objection typically related to?
What is an objection typically related to?
- A motivator that drives people to take immediate action
- A lack of something that would prevent people from taking the next steps (correct)
- A neutral factor that has no impact on people's decisions
- An excess of something that would encourage people to take action
What is the primary role of a salesperson in addressing objections?
What is the primary role of a salesperson in addressing objections?
- To aggressively persuade the customer to take action
- To empathize with the customer and remove obstacles (correct)
- To provide a refund to the customer
- To ignore the objection and focus on the product's features
What are the three most common types of objections?
What are the three most common types of objections?
- Lack of trust, lack of quality, and lack of support
- Lack of credibility, lack of need, and urgency (correct)
- Lack of time, lack of resources, and lack of information
- Lack of credibility, lack of urgency, and lack of budget
What is the first step in overcoming an objection according to the E.C.I.R. framework?
What is the first step in overcoming an objection according to the E.C.I.R. framework?
What is the purpose of clarifying the objection in the E.C.I.R. framework?
What is the purpose of clarifying the objection in the E.C.I.R. framework?
What is the goal of repeating back the objection to the customer?
What is the goal of repeating back the objection to the customer?
Why was it helpful to know that the customer was cost-sensitive?
Why was it helpful to know that the customer was cost-sensitive?
What is the goal of asking questions like 'Is this the only concern they have with moving forward?'
What is the goal of asking questions like 'Is this the only concern they have with moving forward?'
What is the purpose of using phrases like 'Did I capture that correctly?'
What is the purpose of using phrases like 'Did I capture that correctly?'
Why is it important to isolate a specific concern?
Why is it important to isolate a specific concern?
What is the primary goal of responding with a solution to overcome an objection?
What is the primary goal of responding with a solution to overcome an objection?
What is the purpose of empathizing with the customer's concern?
What is the purpose of empathizing with the customer's concern?
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Study Notes
Understanding Objections
- An objection is often related to a lack of something that prevents people from taking action on a critical issue.
Three Common Objections
- Lack of credibility or trust
- Lack of need
- Urgency
Overcoming Objections: E.C.I.R.
Empathize
- Let customers know you understand their concerns
- Show understanding through phrases like "I hear you" or "It seems like"
Clarify/Acknowledge
- Ensure you understand the objection entirely and repeat it back to the customer
- Ask questions to clarify the reason behind the objection
- Example: "Is this due to turnaround time? If so, we can cover expedited shipping for you."
Isolate
- Identify if the objection is the only concern holding them back
- Ask questions like "Is this the only thing holding you back from x?" or "Is there anything else holding you back from x?"
Respond/Transition
- Respond with a solution to overcome the objection
- Example: "You mentioned you were concerned about X, so let's do XYZ."
Common Objection Examples
Resolution Urgency
- Customer needs a resolution now due to the length of the standard SLA
- Empathize and clarify the importance of the SLA for thorough scoping and resolution of issues
Menu Updates
- Customer needs menu updates made by the company
- Empathize and clarify the old process, then respond with a solution to empower the customer to make changes in the long term
Location Rollout
- Customer needs a location to go live on a specific date
- Empathize and clarify the concern, then respond with a solution to prioritize the rollout
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