Ethical Selling Thumb-Rule #26: Flip every objection into your value. Bring it up before they do.
Posted in REPUTATION, Competency, Character, COMMUNICATIONS, Controls, COMMUNITY, Cooperation, Content, LEVERAGE, Compliance, ADVISORS' POSTS, Mark Bullock on Aug 17th, 2008 No Comments »
Ever engaged a new client, enrolled a new customer in a service, or sold a new customer a product, only to have the customer back-peddle or worse - cancel after making a purchase commitment because they said - “You didn’t tell me…!!!”?
Client’s back-peddling or canceling after the sale hurt. They hurt not only the bottom line and your confidence, but waste valuable time. Ultimately it hurts the client/customer as much or more than you, because in their minds they had their hopes & trust in you dashed, and have wasted their time too.
This thumb rule is in part an incredibly powerful sales tool, part “managing customer expectations”, and part practicing making a “complete sale” – that sticks.
Recent brain research has revealed that the human mind is a prediction machine. Always wanting to know what’s coming, what’s around the corner, and in respect to you and your service, wanting to predict what their experience of you, and your product and service will be like.
So here’s the short answer; People don’t expect perfection, they just want whatever they spend hard earned money on to work. They don’t really want “cheapest” they really want to solve a problem, or at least make it go away. They hate being misled and manipulated, they appreciate honesty and integrity. So the more you can paint an accurate and authentic picture in their minds of what engaging with you will be like, so that they sense they have a “real” idea about what’s coming, the more accountable they will be to honoring their commitment to buy.
Lastly, of course – they want value from you. Never pretend that there are no downsides – that there is ever a payoff without a cost. If you are the one to bring up not only the “pay off’s” (upsides) but also the “costs” (downsides) of what you are proposing – you will be perceived as trustworthy. The salesmanship comes in being able context those downsides for them, in advance, in a way that empowers them to make an educated choice, and stick with it.
Mark V. Bullock Partner/PMA PracticeMarketingAdvisors.com
. Frank Luntz, the author, is a market researcher and political campaign advisor. He has helped win victories for many right-wing campaigns. I don’t hold that against him… if they win in today’s climate, that means Dr. Luntz really knows something worthwhile!
