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Questions and Answers
What is an objection typically related to?
What is the primary role of a salesperson in addressing objections?
What are the three most common types of objections?
What is the first step in overcoming an objection according to the E.C.I.R. framework?
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What is the purpose of clarifying the objection in the E.C.I.R. framework?
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What is the goal of repeating back the objection to the customer?
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Why was it helpful to know that the customer was cost-sensitive?
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What is the goal of asking questions like 'Is this the only concern they have with moving forward?'
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What is the purpose of using phrases like 'Did I capture that correctly?'
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Why is it important to isolate a specific concern?
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What is the primary goal of responding with a solution to overcome an objection?
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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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Description
Learn how to identify and remove obstacles in sales conversations, including lack of credibility, need, and urgency. Understand the common objections and how to overcome them.
