“I Want To Think About It”

Are objections a salespersons worst nightmare?? Does hearing an objection at just the wrong moment mean the sale is lost?? Should salespeople avoid objections at any cost?? Should an intelligent salesperson redirect the topic at the first sign of an objection?? When your clients object, have they just told you, "That's enough"?? Is it possible to regain positive momentum once an objection's been voiced?? Is the whole concept of objections simply too frightening to deal with rationally?? Or is it possible that objections are something other than a salesperson's fiercest nemesis?? What do you think??

I'll tell you what.? Let's take one step at a time and first define exactly what an objection is, alright??

An objection is anything your client does or says, intentionally or otherwise, that slows or stops the forward progress of a sale.?

An inappropriate pause in your client's speech, an obvious unplanned change in your client's expression, an exceptionally slow response to your question, the loss of your client's receptivity, a client's negative statement, an unexpected change in your client's voice or tonality, and of course any question a client asks, all fall under the category of objections.? Although professional salespeople remain ever-observant and ever-aware of any inflection in their client's behavior, most salespeople consider objections as being primarily questions that clients ask.????

So, just how awful are objections?? Should you pack up your belongings and evacuate the premises the moment you've detected that ever-so ominous objection?? Yes!? Oops, sorry, I meant to say, no!? When your clients voice objections they're actually offering you an invaluable piece of information.? It's information you hadn't had previously, and probably wouldn't have had any other way.? Objections are your client’s way to help you understand they have an issue with something, or at least a query about something.? Upon determining exactly what the issue or query is, solving it becomes relatively simple.? In that solution solving process what is actually happening between you and your client?? You're satisfying your client's immediate needs . . . that's what happening.? So, are objections terrible?? Absolutely not!? They're spectacularly wonderful!? An objection is your client's way of saying, "Solve my issue and I'll buy!".?

Sales aren't made because of your presentation, no matter how dynamic it might be.? Sales are made by the quality of your responses to your client’s objections.

"I want to think about it" can either be a Rationalization (an excuse) or the statement of an Analytical client.? We're going to deal with the Rationalization type of objection first.

Your client says, "I want to think about it".? Your immediate response is, "Why?".? Keep in mind you can say "Why" quite a few different ways, such as, "Why's that? "Oh, why?", "Really, why?", and so on.? Find the "Why" that's most comfortable for you to say. Then use it.? Use it all the time.? Don't try it a different way now and then, and maybe yet another way a little later on.? You want your "Why" to become second nature, that way it flows naturally from you.? If you continually change the way you say "Why" it'll never flow smoothly.

There's a little more to "Why" than merely saying the word.? For "Why" to be fully effective it must be asked as though you're shocked and amazed.? Be careful not to make your amazement sound as though you're demeaning what your client said or sound as though you're being pretentious.? You don't want your client to assume you're insinuating he or she is stupid.? But you do want them to feel as though no one's ever said "I want to think about it" to you before.? You're attempting to place doubt in your client's mind.? You want your client to question whether he or she is acting correctly by choosing not to make an immediate decision.

If your client should respond with, "Well, I'd feel better if I give this a little more thought before I decide", then try the following.? "When someone says that to me it's usually because I haven't addressed all of their concerns.? What's still bothering you, Mr. Rhee?"

After all your efforts to force a decision have failed and it's obvious to you that your client isn't going to make a decision on the spot, it's time to agree with the action he or she is taking.? Telling your client he or she is wrong for not making an immediate decision, not really a decision maker, a weak individual, or potentially insulting your client in any manner at all certainly won't help to cement your relationship with him or her.? Always be warm and friendly.? The fact of the matter is you won't get very far with a client who despises you.? Of course, there's always the possibility your client isn't merely avoiding a decision.? Your client may be an Analytical person.? A person like that will rarely make any immediate decision.? In that case your strategy must change.

When dealing with an Analytical client you're still going to respond to their "I want to think it over" with your, "Why?".? You may also go as far as to say, "When someone says that to me it's usually because I haven't addressed all of their concerns. What's still bothering you, Ms. Trust?". ?If you're still not sure whether or not you're dealing with an Analytical client you might try, "I see.? Exactly what is it you still want to think about, Ms. Trust?".? At this point if you hear, "I want to interview one or two more Realtors before I make my final decision", it's time to change strategies.? The likelihood is you're dealing with an Analytical client who invariably never makes an immediate decision.??

If you've ever had the pleasure of dealing with an engineer who meticulously digested every word on every piece of paper in every Offer, Disclosure, Agreement, Amendment, and Contract you placed before him or her, and then still had to think about it, you know exactly what an Analytical client is like.? Your client isn't going to reverse his or her way of thinking and acting simply because it happens to be you standing right there in front of him or her.??

Pause, look at your client in a pensive manner and then, as

though the thought just came to you for the very first time, say, "You know, if it were me . . . I think I'd do the same thing.".? Seeing as you're not going to change your client's mind you might as well place yourself in the best light possible.? You won't do that by arguing, so agree.? By changing your mode of operation in this manner you've ceased to be a salesperson, or advisor, and you can now act as your client's facilitator? You're going to become the client's selfless helpful Advisor.? As part and parcel of this new process you'll also be enhancing the level of trust and confidence your Analytical client has in you.

Continue to look at your client with a pensive gaze . . . then say, "Let me tell you some of the questions you need to ask of the Realtors you interview, alright?". You're tellingthis question more than asking it.? Don't hesitate or wait for an approval response.? Just continue on with your helpful suggestions.

Sound confident and self-assured in everything you state.? Be sure that whatever you tell your client to ask the Realtors he or she plans to interview is something complimentary to you.? If, for instance, you're intimating that having a spouse as a partner is a negative because they'll both vacation together leaving the client with no one there qualified to handle any immediacy needs the client may have, then you wouldn't say that if your spouse were your partner.

Here are some suggestions you might consider offering your client.? Tell your client these are questions he or she should ask the Realtors.

"How long, on average, does it take them to sell a property?"

Don't mention your typical average selling time unless you're specifically asked what it is by your client.? Never volunteer why your client should ask these questions or offer any information about the questions unless directly asked by your client.? Remember, and this is important, you're merely telling your client what to ask, you're not attempting to sell him or her on how good you are . . . even though that's actually what's happening.

"Are the Realtors willing to list your property at a high selling price now with the intention of lowering it later?"

A quality Realtor knows what the market will bear and doesn't have to test it with a too high selling price.? That could keep the seller continually trying to catch up with the market.?Realtors that know what they’re doing don't have to mislead their clients into believing their property is worth more than it really is simply to get a listing.

"Are the statistics the Realtors present about themselves accurate and completely honest?"

Make sure you have verifiable proof of the number of properties you've sold and any claims you might make about your rating in the company or in the community or in the Nation.? If Realtors are willing to be dishonest or be less than completely ethical with anything they say or do, then there's a good chance that Realtor will be less than ethical with you, for their own benefit!

"Does the Realtor have a Mission Statement?"

A Mission Statement indicates the direction and goals of the Realtor.? If the Realtor is willing to put into writing what they truly feel about their clients and what their goals are, then the likelihood is that the Realtor will live up to what he or she has written.? If you disagree with their Mission Statement, it's time to interview another Realtor.

"Does your Realtor have their own full-time staff?"

The plain and simple fact of the matter is that no one individual can conduct an appropriate marketing campaign, keep you consistently updated, maintain working relations with associate Realtors, protect you from liabilities, negotiate with your best interests in mind, and ensure that escrow runs according to plan, without a well-trained and totally dedicated staff.? The time when a lone Realtor could handle everything that happens in a Real Estate transaction has long since passed.? When a Realtor doesn't have his or her own qualified staff, you're not going to have the very best in representation.

Obviously, this list won't be applicable to everyone and there are many more questions which probably should have been included.? Add and subtract from this initial list as it best suits you.? Of course, your hope is that once you've gone through your list of helpful "questions to be asked" with your Analytic client, that he or she will be so impressed with you that your Listing Agreement will be signed right there on the spot.

Responding to the "I want to think it over" objection really isn't difficult.? It's not difficult at all.? So why is it that so many Realtors seem to have a difficult time dealing with it?? It's not about the Art of Selling, this difficulty is about the Science of Behaviors.

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For additional information about David Richman and Butterfield Enterprises, Inc.? review his Linkedin Profile or contact him directly at (818) 368-1308 or email him at [email protected]. And if you haven’t already done so, please join David’s Linkedin network.