Handling Resistance: The Sale Begins When the Customer Says No

The Sale Begins When the Customer Says No

Sales is a Process

Step One

Step Two

Step Three

Step FourStep Six

Meet &Greet

Qualify &Discover

Build Value

Overcome Objections

Close

Follow-Up

Buying is a Process

Step One

Step Two

Step Three

Step FourStep Six

Look

Compare

Contrast

Question

Eliminate

Negotiate

Eliminate

Resist

Question:

Do people resist what they do not want?

Question:

Why do people resist what they want?

Answer:

People are looking and listening for …

Justification&

Rationization

People will only move forward when you provide

a solution to what they need, want or is

important to them

You are aSolution Provider

Sale Begins When the Customer Says No

Mere comment

Request

Buying signal

Real problem

Right Time

Ignore

Answer

Delay

Mindset

Agreement

Customer’s point of view

When you see John SmithThrough John Smith’s eyesYou will sell John SmithWhat John Smith buys

Handling Resistance Process

Step One

Agree

Truth

Odds

Principle

Step Two

Pause

Be patient

Step Three

Question

Clarify & Classify

Restate resistance as a question

Clarify

• Stall• Doubt• Request for

reassurance• Request for pressure• Request for more

information• Hidden resistance• Hard resistance

Classify

Repeat to

verify

Step Four

Step Five

Reframe

ReframePoint of

View

Point of view

Dilute or Minimize

Convert to a Positive

Third Party

Offer Documentation

Pro and Con

Step Six

Agreement

• How does it sound?• How does it look?• How does it feel?

1. Don’t commit to integrating a new idea into your daily sales process until you fully understand why it’s important to implement.

2. Practice the idea for at least 21 days straight.

3. Give full attention to each idea you are practicing. Don’t just practice to practice. Have a specific intent.

4. Evaluate only the sales skill you are practicing at the time. Stay focused!

5. Make learning enjoyable.

Practice Makes Perfect