He is absolutely right. What is saying is that, just because you think you have nailed the sales pitch, doesn't mean that your client feels the same way about it. Every client has different needs and a different way to interpret value propositions, it is the salesman job to find out what each client wants. Great video.
I've been a fan of Jeffrey's for years now and always love his tidbits of wisdom, but having spent some forty years in sales I can tell you that this is the most valuable piece of information he has ever shared. Write it down. Study it. Read it at the start of every day. Commit as much as you can to memory so it will always be uppermost in your mind. If you pay close attention to every word and follow his recommendations to the letter you will be a huge success in sales.
This is VERY true! I know that there have been many times where sales people lost me as a potential customer when they got too pushy. I'm of the mindset that I'm NEVER making a major purchase without fully researching it first! Unless I've already done my due diligence and I am convinced that the deal I'm being offered is the best then you can be sure that I will need to "think it over!"
The best response I have ever used is " I understand Mr.Prospect, when someone says that to me that means one one of two things: that you don't want disappoint me saying no, or there is some question concern that hasn't been addressed. Which one is it ?" I had some customer who was about to walk out on me a few weeks who said this BS to me and later closed him 10 minutes later and made a decent $500 commission.
“Make it stick beforehand” Keep it close and tight set the next one up. Always set your next one until final execution. Set expectations at the beginning of the race! Love your books by the way! I share them with all of my salespeople. I have never heard anything other then “wow! Eye opening”
It's true. Nobody ever told me some of the possible reasons of "I want to think about it" or "I never take a decision like this on the same day" Thank you so much
I have to say this is one of the best and most honest and helpful videos I've seen on this subject which will always be that lingering problem but it's so true people have to understand both ends of the conversation to know what's really going on and how to avoid just losing the sale and respect I agree 100%
Excellent.... Having been on the end user side of the fence - then two years in sales - then back to almost 10 years as an end user with purchase authority - now I am back in the sales biz.... he is completely on target - I can not wait to absorb and apply every morcel of his insight...
Great feedback for all types of selling. The key is the questions that are raised at the end. Sales people need to ask themselves questions after every presentation. Think it over needs to be dealt with by the salesperson before it ever comes up. Yes, it is the salespersons fault, and yes the salesperson can prevent it, IF he or she knows how. You cannot know what you do not know, be on a journey to learn.
As a customer if im looking at a used car, I might want to think about it to make sure Im making the right decision, by thinking about it, i have saved myself from buying cars with hidden problems. If the dealer doesn't respect my due diligence, thats too bad. If i rush and make a bad decision, the salesman dosent care.
+Ryan Reed Yes it has. I almost bought a car that had its check engine light conveniently reset and turned off. The car drove great and had current emissions. It wasent until the next day I test drove it again that the light came on. Code indicating bad catalytic converter. Now If I would have bought that car based on the first test drive I would have been stuck with a car that wouldnt pass the next emission test.
being pushy and trying to get the sale first time is reserved for salesmen and saleswomen who know that their product will help you, they have the ethical standards to not be tricking you. If your child was about to touch a boiling hot kettle would you accept it if they told you they want to think about your suggestion (not touching it)? NO, youd insist and even make sure they didnt because you know its the right thing to do
Wrong. You shouldn’t need to think about it. The fact that you didn’t know if that car was the right decision or not is just proof you don’t know exactly what you’re looking for. If you knew exactly what you were looking for there is no maybe, there is only a decisive yes or no, which is all a salesman wants. Thinking about it is just the response people give because they don’t know what they’re looking for & because of that, people like you will always be vulnerable to making a poor choice of which ironically enough, is exactly what you were trying to avoid by wanting to “think about it.” The wrong decision will happen on the 5th car you checked out or the 100th car, the amount of cars you look at doesn’t matter if you don’t know EXACTLY what it is you’re looking for because if you did, buying the very first car you looked at would have been a no brainer because the very first car you looked at just so happened to fulfill your needs & wants. By wanting to think about it because you have no idea what you’re even looking for you’ve immediately closed yourself off from the negotiation process & cost yourself thousands more potentially because you passed on the PERFECT car not because there was something wrong or because it lacked one of the things you wanted or needed, but simply because it was the first car you looked at & you’ve been told since you were a child by your parents or other idiots such as yourself that buying the first car you check out is a surefire way to end up buying a lemon when in reality, just the fact that you couldn’t provide a yes or no on the first car you looked at is literal PROOF you don’t know what you’re looking for & because of that, you’re doing what you’ve been told is the safest way to prevent yourself from getting screwed over when that couldn’t be further from the truth. The stereotype that claims all Salesman are the easiest sells is true, & Salesman are easy sells because a Salesman is decisive, it’s either a yes or a no, maybe doesn’t fucking exist if you spent some time to figure out exactly what it is you want and need. Sales people know this & the difference between you & someone like me is simple; I knew exactly what is I wanted and needed & the price that I was willing to purchase my car foe & you didn’t & you say you need to think about it out of fear because you don’t know if it’s a yes and you don’t know if it’s a no, you just don’t fucking know lol. This is the reality of the gap that separates the season sales professional & the common idiot. The worst part is people like you are quick to blame the Salesman or dealership or whoever or whatever for lying to you when you make a shitty decision & get screwed over because you passed up on the very first car you checked out for no other reason that’ll the fact that it was the first car you checked out. It’s everyone’s fault but the customers right? All Salesman are evil & out to get you ...it’s sad & it’s frustrating for Salesman like me that really do have the customers best interest at hand but are assumed to be money hungry leeches that want to take you for everything you have not because of anything that a salesman ever did to you but because you made a stupid ass decision that was completely your fault even though you “thought about it” & figured there’s no way possible it’s your fault or that your decision could have been the wrong one because you “thought about it”.
My comment I posted in my classes discussion post this week, I mean it. I love what he is saying, keep a level head at all times, and do not blame the customer. People often joke about "The customer is always right" these days. I see people my age that work in retail mock this a lot, by saying things such as "The customer is never right." or "Screw the customer". Clearly those individuals do not understand sales, because I feel this is what that old saying truly means...
Thanks for sharing.. great insight. I'm inspired to create a checklist of questions to ask myself to help customize proposals and pitches... I can see how it would help guide through the due process it takes to radiate confidence and know your shit enough to be credible.. .. which is where confidence comes from. .worth the prep time for accounts worth a healthy retainer. Wish me luck! Thanks again for sharing. Shauna
you're just great.. I learned so much from you on sales attitude and the atmosphere in-which sales occur today i ask people with prejudice thoughts about sales if they like helping people.. if they say yes i tell the, they can be great at sales because basically this is what it is
Tell them " Excellent, I want you to think about it - very hard - especially think about (List the pain points of not having the product and how painful it is not to have it) , and then say "now let me say this, the true beauty of the (product) is (stack benefits) and then go for a close again"
I think you may have missed the point. Yes, once they say that, then you can ask why or what they need to think about... but his point is that the real solution is analysing your attitude, approach, fact finding, rapport building so that customers see that you care, trust you, view you in a more repected light... and so they share their concerns or maybe buy from you. I agree with him.
I came across that most seller are annoy when we said we consider because we just invite by you in and present your selling renovation sales at your first shop there are many others we haven't shop yet, we decide to reconsider for few days for reason, but this seller keep try to ask question why don't purchase with a good deal now. i repeat again, he still ask same question all over again when ever the answer to him. It raise my temper to said i will not said again. You seller out there should understand this, if we need time just give it, don't keep on and on saiding "Why"! After all this is big amount for renovation !
"Think about it" can definitely wrench the gut. Depending on what you're selling, lack of proper rapport building is often the short coming. First you must sell yourself. They don't have to think about that.
I took away from this training I need to identify the dominant buying motive and possibly go back into discovery when the customer is stalling or won't make a decision. Good video thanks.
Easiest way to avoid it is to present a choice close when possible (which of these options works best for you to get started today?). You either steer them in the direction they were leaning towards or you at least have a good chance of revealing their true objection without digging for it. If you are given the excuse, just ask them straight up "what is holding you back from moving forward with us today?" In most cases, you earn their respect just for asking that question. Also, you uncover the true objection and can work from there. I do agree 100% that you need to gain their trust early on with a killer warm up to really get them to open up, and really uncover what they need and why they need it. It really is all about how well you connect with the prospect and how you intend to solve their problem. You are not selling a product, but rather selling a solution to their problem... *mic drop*
...I've always found Gitomer's sales tactics and tips to be valuable...very easy to immediately apply in your daily routine, and experience real results!
Thank you Jeff, Always enjoy your videos. Try this approach that works for me all the time. I say the following Mr. Prospect, You're NOT allowed to think about it" and then take a dramatic pause and wait for the emotional reaction. "Mr. Prospect when people say to me they need to think it over it really means no. I am here for you and If I my product/Service doesn't met with your needs then lets just part as friends or you can fire me right now. Oh BTW, Its not about the money is it ? Ok, Let see if we can fix that. It allows you to stay in control or actually find the real reason for the stall or just fire them Politely. Life is too short to pussy foot around, drink cheap wine and drive sh*tty cars. Love the red book TY Jeff, Claude Diamond guts selling.
I've found that even if you schedule a follow up your chances of a sale are greatly impacted. Do everything in your power to get the sale before they leave without being overly pushy but being aggressive enough to close the deal. If Be backs were greenback I'd be a very rich man...
Sales takes patience and when someone wants to "think about it" that gives you the opportunity to capitalize on what they are actually thinking. That's the perfect time to ask if it's the price or the product they're purchasing. Price can be negotiated but, at that moment is when a salesman needs to decide for the customer. Sounds weird but, they wouldn't go through the dialogue if they didn't already want the product being sold.
True. Though between the second I walk out that door, and the "three days" or whatever you want pass, life occurs. You don't think about it. You forget details of what we discussed. Between the million other things you do each day, you forget about my Bass-O-Matic 3000, and when I call back, you're mad that I'm interrupting your life. If I do MY job correctly... what else is left to think about?
One other solution is negotiating. Alot of people hand out the discounts before they close. Sometimes you might have to close 2-3 times before you get the sale. Therefore always hold something back.
well said.. i sell memberships at La Fitness and it kills me when I hear ppl say they want to think about it, well let me go check another location, or let me try it out for a few weeks then decide. I hear these and use the same questions u use.. I close them at about 41% . I'm sure there is something I can do better and that's why I'm here everyday absorbing all this information and feed back from the comments...thx Jeff and Big Big Book of Sales.
Nearly got it all right! Don't ask for another appointment at the stage he suggests. That's stupid and low percentage. Identify the objection, but with empathy. If you've sat with someone that long and you can't close, coming back ain't gonna do it. And, if you weren't able to overcome his/her objections, you think TIME will? If the customer needs/wants your product, if they feel comfortable with you and your company and they can afford it...they will buy 100% of the time. Every time.
I'm not sure what to say except sales are tough. I have tried it both ways. Sometimes they tell me to check back with them and I do and turns out they bought elsewhere. Then I have gone the other extreme and used every method I know and made the sale, but then they basically return the product within a couple of months and I'm back to square one again.
apachepilot81 I believe that the mind is a network of unlimited energies and so I would like to share with you a few things that may open up your world to new beginnings or maintain what you have already accomplished. I hope you find anything valuable here. In the link below is a pdf file with introduction and links to two products to choose from (whether or not they interest you is totally up to you): drive.google.com/file/d/0B5JlTmi8JL5OUEg0U3BtVWtLNVk/view?usp=sharing Product1 (mp3s): Over 200 Powerful subliminal mp3s. Mild form hypnosis. Bypass your logical conscious mind. Develop A Positive Attitude. Profesionally produced mind power technology. Tags: Boost Self Confidence Subliminal Weight Loss Get Good Luck Attract Money Be Happy Genius Potential Win The Lottery Law of Attraction Attract Men/Women -------------------------------- Product2 (Ultimate Conversation Hypnosis): 'How many times have you thought about what you would feel like if you lost that extra weight or met that special person or made that million dollars? How many times have you postponed actually doing something about it? How many times have you planned to wait until January 1st to start exercising? Or waited until you felt better about yourself to get into the dating scene more aggressively? Or told yourself, you need to get all your bills paid before you can venture into other areas to make more money?'
Maybe I'm wrong saying this, but it sounds like the "sophomore slump". Your confidence and your level of knowledge is getting in the way. Why do you think the new people in a sales position always kill it, then fall off the cliff? It's because they either have no fear, lack of knowledge that could complicate the sale (cloud the prospects thinking). Simplify your presentation and get to know more of your prospect. In the end that is your bread and butter.
+apachepilot81 Ive been a "I want to think about it" buyer a couple of times,, nothing apart from "have the car free" would of changed the fact i wanted to sleep on it before purchase, The sales man was very friendly, not pushy but confident and keen to get the sale, it makes no difference,that is until the sales 'person' shows hes lost the confidence in you the buyer. If a man wants to think about it he wants to think about it,simple as, If you want to screw up the sale completely just give a confused look to the buyer, This can been seen as 'This sales chap thinks im wasting hes time, (say goodbye for good) The most likely reason like my own is 'I spend with my mind not my heart',, I dont buy with my emotions I buy with clear thought out thinking over time. money and emotions are two separate things for most 'men' some women too.... Dont show the buyer you have doubts and dont be pushy about time scales on the "think about it"
True, some people really do need to think about it. Best technique is try to set a follow up appointment. If they schedule one, it's a slam dunk deal. If they don't, "I need to think about it" is their nice way of throwing you out. Simple as that.
There is a very good sales process called SPIN, which stands for Situation, Problem, Implication, Need. It is used by Xerox sales and if used correctly has the exact result that is being looked at here.
I like your calm and cool demeanour and also saying it’s always the responsibility of the sales person. 100% agreed. However I didn’t get a clear strategy to handle that objection now that it has happened besides making another appointment. Is that it ???
Hey man did you do a seminar for u.s. Food service in Montgomery AL in 1998 ? You look like the guy that gave a great similar ! Totally shot our Saturday but what the hell !! Have used the points that I learned about customer loyalty and people skills to achieve great things !!!
These dealer videos are great... I have learned how sleazy this business is... If anyone tried to manipulate me in this way, I'm not going to walk, I'm running... And I'm not going back.
I feel that. I really do. If someone tells me three times in a row, without hesitation, that they DO NOT WANT what I have... that's a wrap. You can't sell something to someone who does not want it, and if they don't have a use for it, they don't want it. I'm not in it to make some shady company a bunch of money, I legit want to help people.
almost 100% of the time when I get a "I wanna think about it" response. I never get the sale when I come back. It's either they want it or they don't so I just move on. I would still ask the potential customer what's there to think about, which maybe there is something about what you are presenting that they don't understand o ask them how much time they need? When you have "one leggers"(either the wife or husband are gone), always set appointment as to when they both will be there together.
Yes, make sure that you try to block their critical faculties. A thinking customer is a problem, alright. There's a word for people like you --- can you guess?
Ive been a "I want to think about it" buyer a couple of times,, nothing apart from "have the car free" would of changed the fact i wanted to sleep on it before purchase, The sales man was very friendly, not pushy but confident and keen to get the sale, it makes no difference,that is until the sales 'person' shows hes lost the confidence in you the buyer. If a man wants to think about it he wants to think about it,simple as, If you want to screw up the sale completely just give a confused look to the buyer, This can been seen as 'This sales chap thinks im wasting hes time, (say goodbye for good) The most likely reason like my own is 'I spend with my mind not my heart',, I dont buy with my emotions I buy with clear thought out thinking over time. money and emotions are two separate things for most 'men' some women too.... Dont show the buyer you have doubts and dont be pushy about time scales on the "think about it"
Jeffrey, is there a case that sometimes people do just need to think it over? I bought a car a few months ago, my decision was to buy and I was happy - but sometimes you do just need to reflect, I still bought the car!
Dude I LOVE your schtick with the "sales maintenance department". Badass, and solid advice. This is why closing skills are essential. And it addresses that ultra-important grey area where most salespeople fail. When you know how to lean on em, you get the real story. Pressure only works if you have legitimate rapport, but it's crucial to press a cautious buyer when you must. Otherwise, they end up working with some tool who can't really help them. It's ideal to address these issues BEFORE they come up, but when your client hits you with a stall tactic, you've gotta recognize it for what it is. It's a stall. The reason they give you is never the real reason. Literally never. If you're not willing to dig in at this point, you've lost the deal. And you've failed to help them in any way.
harooni22 The only thing you can do is study and practice. Most sales people learn half a dozen scripts and never learn more their entire career. They try to close everyone using the same shit every time. That's why they come off as high pressure. You need to know hundreds of scripts and scenarios. I started off studying Brian Tracy, Tom Hopkins, Zig Ziglar and others. Grant Cardone has some really effective work out there also. It's mindset even more than it is scripts.
harooni22 There's no such thing as a standard objection. That's why you need to learn all the closes, not just one or two. First off, if I get that objection, I understand it's because I've asked for the order prematurely. The best time to address an objection is before it ever comes up. So when it does come up, I need to determine what I've missed. So my response to that objection has everything to do with the conversation that's led up to it. A good way to back it up is "I agree. It's a good idea to think it over. I've been in your shoes before too, and the last thing I'd want to do is to make a rash decision. Let me ask you a question. What's the primary thing you want to think about? Is it mostly the cost? Or is the product maybe just not the best fit for you?" Isolate and reopen the conversation from there.
+Christian Russell good.. You show empathy and validate what they tell you..And then you Qualify And uncover the true objection to overcome it .. Isolate and close
there is a strategy for this. Its called 'a signing bonus' or 'instant cash back'. Both of those are to make signing the deal more tantalizing with instant gratification.
Jeff is right, I have been in sales for many years, took a break after accepting a role in a horrible University, now back in the sales business you can cover the obstacles and the objections before they happen ,I am looking forward to being out of Corporate America and punching the clock!!!! Now is all sales, sales,sales and also, need to work more than 40 hours a week.
Awesome video, thank you so much for doing these. They are so simple and helpful. We always want to improve how we asisst our customers and you are spot on. Priority Moving, San Diego Movers
No one should make a large purchase on the spot. He's right. It may be a good product but it's smart to compare prices. If it's a better value, I'd buy!
this is all good but what if your are a wah and have a aht of 536 sec how then do you deal with I want to think on it you have good thoughts but there for in person sales
OMG. This was horrible! Setting up another appointment due to one objection.that can easily be overcome. He suggests giving up and returning, yeah sure, while people like me come in and close the deal before you can return. I count on guys like him to pitch before me. Setting up a go back appointment is soooo weak. I want my six minutes back!
i did all the staff and guy said, i want to think about cause i'm scared. How do you think is it solveblae?? the reason why he was sceared was that last time he did same thing was unsuccessful, the guy was fully closed but this objection or complain was unsolvable for me. can you help me to understand what is the solution.
Hi there, i do appreciate your videos... how does that play into LOA law of averages you know 9 out of 10 that will say no & we are continuously been fed that it can't be beaten and sometimes it affects my Performance cuz am supposed to have blind faith in the in the 5 step to a conversation approach as long as i protect my attitude? Thanks ahead
Hello, I'm a part-time life insurance agent and very new to the business. I'm still very new to the business and still learning the tools of the trade. Here are some stall tactics that always gets me stumped: Client: I have no money right now because I have other priorities (ex: (1) paying for a house, (2) saving for a car, (3) money was depleted from spending so much last month). How do I address these 3 objections? One of my prospects gave me (1) reason and I believe him because he's paying mortgage for his new house and it's causing him 50% of his monthly salary. How do I tell him to also get insurance? Another prospect said to me that he's saving his money to buy for a car (2) and if he no longer has any leeway in his budget to get insurance. He really believes in the concept of insurance and savings but his heart is somewhere else. How do I convince him again? Last is another prospect that is a big spender (3) and I suspect is also an impulsive buyer. Is there still any hope for this kind of people? Thanks.
What company are you selling insurance for? I could help you out with these. I have been in insurance for about 3 years now. Shoot me an email if you'd like. mattrcouch@yahoo.com
To make a long story short, you aren't giving enough value to your client in regards to what you are trying to sell them. These are all variations of the excuse: 'I don't have any money.' What they are trying to tell you is they don't think that the price of your product or service is justified for their budget.
As a sales man this is hell having a person say I wanna think it over. But as a customer I always say this no matter how sweet it sounds because a salesman job is the sale and to make the most profit usually shafting the customer just a bit. As in if you look hard enough you may find a better deal or at the very least get them to compete for your money. Usually you will get the sales man to become pushy then.
In a funny, but sort of disarming way I will ask them what they are thinking when they show hesitation, usually right after the price is presented. Something to the effect of, "like it, love, wanna hit me in the head with a shovel for being too high". They will usually laugh, and if there is a concern they will often admit it. I've had customers say I was high, but more often than not the reply is "that is a lot more than we thought it would be/had no idea the cost", at which point we can backtrack and look for a more budget friendly solution.
I like these videos, no one EVER seems to give an answer, its always a 'figure it out' question. With the guideline given by Jeff, what if the sales person says 'I did everything you said, I cant figure it out.'. At that point employers give up trying to help, or think less of the salesperson. When in reality, everyone can sell. It's a good thing to write down an exact appointment scheduled by you and the consumer, but you want the sale NOW. Not in a few days, and chances are, in a few days - they will have the balls to say no - otherwise you will keep bothering them, they realize this over the days you give them and they will say no. If someone thinks they are given a great deal they will take it on the spot, no questions, EVEN IF they dont really want it! Its crazy! Someone says 'I want to think about it' - ask 'Which item are you thinking about' or 'Would you use this if you had it?' GREAT! Now you know the item they want, or if they will even use it when they have it. *****If they say I dont really know which item, or they arent sure still, ask again, but use the word - hypothetically and also use hand quotes when you say the word - so like this. "If you were to get one, which item would you get?" - "Im not sure" - "Ok, hypothetically(use physical hand quotes in the air when you say this ITS IMPORTANT [this reassures them this is a 'hypothetical' question, not a motive or sales tactic.]) Ok, so hypothetically ::hand quotes:: if you were to choose, which one would be the best fit for you." At this point now you know which item to focus on, or whether they will even use the item or service in question. - If they respond with "I still dont know" -- Guys, I am sorry - this person is not going to buy, they are afraid - chalk it up to experience - and also another meeting day with them. At that point ask them who they want to talk it over with, and set up another appointment and make sure THAT PERSON IS THERE NEXT TIME. This way you can get a direct answer from the decision maker. This RARELY HAPPENS. People are 99% capable of making a 'major' purchase without the approval from their spouse. When they pick which item, or they say yes I would use it if I had it - Now you know, which item to focus on or - whether they will even use it. It sucks to know they had to pick one item or the other, not the bundle pack, but you cant always get everyone to buy your most expensive. The best sales people sell everything, yes they make big sales, but dont forget the little sales they do, if you think they never make them... YOU ARE WRONG. Small sales now, lead to bigger sales if they come back, and sometimes HUGE SALES! 99% of people, if they are going to buy, will buy atleast one thing from you and take a chance on it - they have had it in mind the WHOLE SALES DEMO, which one is it though, or will they even use it? Thats why you need to find out. - Ok they pick the item, ask "Do you have something like this?" If they do, figure out if it needs replacing yet. Find out what they like about it and dont like about it. Tell them why yours will meet the needs of what they do like about their current item, AND that it also meets the needs of what they dont like about it. 9/10 times its price when you get here so start neogtiating price points on the SPECIFIC ITEM IN QUESTION (it is always price from the beginning of your sale but you need to find out what interests them the most and focus on the things they are interested in and give a price on that). If price is something your business does not allow to negotiate, I would say, this is an item you arent 'selling' you are 'pushing' it. If you cant come down in price, your business wants you to pressure your consumer - thats not right - thats not always the case, sometimes the business wants NO PRESSURE on the consumer in which case, almost every appointment will need a follow up... but from realty to fleamarket selling, you can come down in price, so not having room to play with the price, in my opinion, sucks. Always give a reason why you are dropping the price, show credibilty of why you are giving them a discount, not just that you want their money - answers range from - *I am new so I want to show my boss I can do this, I want to impress him. (I like telling people to use this the most until they get confident enough - this even works when you are in a slump after 5 years of selling the same thing! [It is ok to lie about yourself, no one will find out you lied and even if they do they wont care - but NOT the product, they will use the product and will be mad, they wont use you, and 99.9999% of people will not go home and look up everything about you!]) MORE PRICE DROPPING REASONS: *If you like it you will tell 5 people, if you dont you will tell 20. I would rather you tell the 5 than the 20. Word of mouth is the most precious source of advertisement because it is not from a satisfied business owner that needs your money, its from an actual satisifed customer. *A holiday is coming up and we want you to use/give this on that day and show it to all your friends and family so they will be able to see how awesome this is too. --- Then follow the statement up with - 'so I can give you x amount off, it will be (x amount of dollars).' My rule of thumb is always have atleast 3 times you are able to comeback with an offer and go down in price. Pennypinchers (aka smart buyers) will not buy on the first drop. So come back again with something like - Look, I am not supposed to do this, but if you take it, Ill give you x amount off becasue... (now give a reason why you are dropping a second time) you already told me this is the one you are thinking about, so I know you will use it.... and if you need another one.... I will give it to you for the same price. - OMG they said NO again?!? Why? Why are they so ruthless towards your product!!!!? No worries, we are prepared for this! Ask them again - Are you sure you are going to use this? (Getting a yes to this is a homerun hit) No matter the answer to that question, just follow up "Ok, Im going to scare you away with this but... (people will think - HA! you cant scare me away from a good deal!) I will give it to you for (x amount - make it your bottom number.) You do not HAVE TO give a reason for this, because at this point the person knows, you are trying to sell this and if that person does indeed want the item, they will take it when they feel they found you out. They want to know they worked you! Not the other way around! Good salespeople are not afraid to go to the bottom dollar - and the ways above ARE NOT the only way to get there. Be creative, sales is an art, people want you to paint them a beautiful picture in their head. Theres no shame in my game, I made the sale, I put money in my pocket and I can eat later and provide for my family - The business has that bottom dollar there for a reason - chances are, thats the price you should be selling it at ANYWAY, but you start higher incase you can get extra for doing an extra awesome sales pitch. Dont consider this price gouging - consider it a tip thats included in the price for your time and effort - consider it a job well done that you were able to make this person understand your product is worth its price point. If you always sell at the bottom dollar, dont worry about it. No business should ever get mad you sold it at that price point or else the business is in the wrong for allowing it. If they still say no then it probably was not the price... (but hey that was good practice) Guys, if its not price - then they just dont like you - chalk it up and get over it, its one sale, you will have plenty more chances. Like I said this is an art - use props - if you pretend to be new or are new, bring a fake script(or real script) and act like you are reading it. Just make it seem like you dont want to lie or forget key points, you want them to know all the information. There are plenty of ways getting from point A to point B. Be creative. If you liked the answer I gave, just Inbox me for specific questions on specific items or services. Its free!
Any time I have ever said, "I want to think about it" is because I either didn't have the money at the time, or I simply didn't like the product. There is NOTHING that anyone can say to get me to change my mind if I don't have the money or simply don't like the product, ever.
You're objection of not being able to afford it makes no sense. Coming to a car lot is an unnatural act. No one comes just to look. And no one comes if they can't afford something. Little secret. Customers are bigger liars than salesman. So, the skill is getting around these BS excuses.
That's a common reaction when spending a lot of money... It's not a pair of jeans the customer is buying. When someone goes and shops for a new refrigerator and stove, they tell themselves to think about it and shop around and be 100% sure they get exactly what they want at the best price available. The only exception is, they usually don't have to go through the whole negotiating process with a salesman when purchasing items such as a refrigerator and stove, but they still tell themselves to think about it some more. That's why car sales people get pissed off when the customer says "I got to think about it for a couple days" or "I'm going to shop and look around". But the customer is just making sure that they are getting exactly what they want, and at the best price. But car sales people don't care about the customer, they are all about the $$$$$$$$$$$$$$!!!!!!!! :-/
If you want to get ahead in life you have to use pressure. Being nice won't pay your bills. If your only answer is "let's meet next week" when the customer says he or she wants to think it over then you'll stay average at best for the rest of your life.
Should have created urgency earlier in the sales process meaning that you need a decision now. Whether it be "the last one" "the offer runs out" "we had a cancellation so this is on offer but won't last long"......If that puts them off then just take it away from under them saying "not to worry, this offer will be gone when you have taken more than a day to think about it" they will often if they really see the logic in buying it make a positive decision there and then. Once they leave the scene all the emotion you have built up through your pitch disappears.
Only small problem is when people are buying with their heads, not their hearts, or, an intangible product, this does not work. If you are selling security systems, or electric and gas, will you tell the customer you will have no gas for them tomorrow? I never buy a big ticket item the 1st day I see it, if I really plan to compare your product with company X product, and you say that, you just lost my potential business (and I have had sales people lose my business, if their companies product was better, I call the company and have tell them this dude lost my business, I still want what you got, can you send someone less pushy). PLUS you lose all my referral business, which is WWWAAAYYY more important than getting 1 sale today. Long term, you can't rely on door knocks or incoming phone calls or ups coming onto a lot, a steady referral lines builds bigger income, and much easier btw.
The whole point of selling is to make them realise that is a good deal throughout the presentation, this is just to close. Everyone comes in with the plan you have but a salesman's job is to build the emotion anyway. Say stuff like 'im sure you and your wife made a pact today not to purchase but after seeing all the benefits, does this product/service make sense to you?"
Lenny B Millard and I agree with you...that's why I said it doesnt work with people who only think logically. It works on emotional spenders, but, you have to know your audience. Even if I agree with u that your widget is has a great value for the price, I know logically a sale will not be refused tmrw, so there is zero risk with me checking competition, there is only an upside. Always sell before the close, but don't lie to people and insult their intelligence.
that's right and i don't like salesmen that try to push you over. for example i went to just go look at kitchens to see what's available and to think all over at home, since we werent gonna buy a kitchen in at least a year (still building) guys asked if he could help, i said "just looking", guy pushed, we sat at table, price went down every time i rejected, nice price good product, 2 years to wait and alter the kitchen, yet i wanted to think it over. FOR A YEAR before i buy guy was pissed
When selling insurance, many times the "let me think about it" objection occurs because the life insurance agent did not properly qualify in the beginning. Best advice is to learn to ask the "tough" questions from the get-go and determine as quickly and thoroughly as possible whether or not your prospect is a "suspect" (not qualified) or a prospect.
Jeffrey, Did you ever actually sell anything, or did you just study sales? I know Tom Hopkins sold Real Estate, Brian Tracey sold numerous things as did Zig Ziglar, so what did Jeffrey sell?
Sometimes, "Gotta think it over" means just that. Some people, like myself, don't just sign a sales pitch on the spot, even though it's apparently the right purchase to make.
I was the one saying " I'll think about it" during a very hard sell at a time share resort. Really my way of saying no. They just wouldn't let it go and pushed and pushed till they really made me mad and I got very aggressive. At some point take the "I'll think about it" and move on. Most likely that means no anyway. we got what we went to the pitch for, didn't need to buy. Showing up we were offered $. Went , listened to the pitch, declined and that is when they got angry and pushy. I took it for a bit, so we could get the cash. They got mean so I got mean. Then we got our cash and we left.... Don't offer poor people cash to listen to a pitch and then get upset when we say no. pay me what you promised and get over it.
Yep... a big part of sales is intuition and the ability to feel someone out. If they need to think about it, yes the sale is probably dead... and yes its probably something wrong with your pitch... But that very same pitch may have worked for another person. So really the issue is you arent adapting to different personalities and circumstances.
I work in a sales environment and have been a bit slow in making sales. However, there's a woman who started only a week before me who constantly says "um" throughout her pitch, and even her cold calls, and she's makes sales left and right. She's completely dull and lackluster on the phone with absolute no enthusiasm whatsoever. Here I am making so much effort and trying my best all day, every day....and here she is sounding like a complete goon on the phone - and customers are buying from her! I just can't make any sense of this whatsoever and I'm so frustrated.
I think you're looking at this comparison between you and this female sales associate incorrectly. From gathering a little information that you posted, it sounds like you're putting forth some quality time and effort into learning your trade. And that's great! But I think the issue you're experiencing is a cultural event. Sales has been for some time been a male dominated arena. So our predecessors have muddied up the water (not all but some) for the rest of us. Where as this less experienced, and less threatening in demeanor sales associate is raking in the deals. It's great to have product knowledge and expertise as to what you're selling, but don't get overly concerned with what other sales people do whether it's a male or female counterpart. Just work on what's going to benefit you.
Jeffrey's answer reveals just how difficult selling can actually be. You can cover 95% of their issues and still get the stall. If you ask someone who wants to think it over "How long do you need?" and try to set a firm appointment to get back, then I think that is old school. It puts pressure on the prospect. Another way is at the end ask "Where do we go from here?"
Think it over usually means..... Im going ot go around shopping you,your price,your product,the dealership! There are however some people that will actually tell you they need to think it over because there not impulse buyers. Impulse buyers are awesome ( when u can get them financed ) !!!!!
lm not a salesperson or anything but this was a very interesting video, bottom line though, even the consumer doesn't want the product you can't get them to buy it, there is only so much you can do to convince them just depends how stubborn they are
"I just want to think it over" is an intelligent, prudent response to some huckster trying to block your critical faculties and separate you from your money. If someone tries to sell you something, just ask them to send you a written proposal and say goodbye. Always minimize any time talking with these people -- they are trained manipulators. Don't be a sucker.
I always ask my prospect is there anything you DIDN'T LIKE ABOUT OUR SERVICE'S OR PRODUCT'S... If they say no then make the sale..... If your prospect says let me think bout it ask them do you want $100.00.... wait.... they will say sure. come back with let me think about it.
Heej Tyrell, The $100,- method sounds like a great way. Only i think it depends on what product or service you sell. I Assume you are in electricity and gas?
yea i think it sounds snotty - i would say it depends on if your customers are very sarcastic and joking around the whole time. any serious person would be offended, but if its someone who is light spirited and funny, then go for it for sure!
@ relworp it works all the time with me... It's a mind game. People are not stupid. When they see a good deal they buy. I hate when people say let me think about it. It's a BS reply, if I was giving away free iPads people will have there hands out and telling all of there friends to get one also. My job is to cut through all the BS and make a sale. I respect people when they tell me that I can't afford it VS let me think about it.
I agree with that - great deals and anyone will buy it. "stupid to pass up a deal like that", its inbred. Everyone sells their own way so keep using that if it works. You obviously set them up correctly to make it work.
He is absolutely right. What is saying is that, just because you think you have nailed the sales pitch, doesn't mean that your client feels the same way about it. Every client has different needs and a different way to interpret value propositions, it is the salesman job to find out what each client wants. Great video.
I've been a fan of Jeffrey's for years now and always love his tidbits of wisdom, but having spent some forty years in sales I can tell you that this is the most valuable piece of information he has ever shared. Write it down. Study it. Read it at the start of every day. Commit as much as you can to memory so it will always be uppermost in your mind. If you pay close attention to every word and follow his recommendations to the letter you will be a huge success in sales.
Wow. This is perfect advice for someone who cares about being ethical, honest and helpful to his or her customer. Great video and presentation.
Too bad most of the sale people here don't get it.
Jeffrey, I really like how you put this, "It's not about response, it's about prevention."
Remember, You've got to EARN the right to close. Dig out those pain points
This is VERY true! I know that there have been many times where sales people lost me as a potential customer when they got too pushy. I'm of the mindset that I'm NEVER making a major purchase without fully researching it first! Unless I've already done my due diligence and I am convinced that the deal I'm being offered is the best then you can be sure that I will need to "think it over!"
if you know the money is right, and the product is right, and the salesperson treats you well, what is there to think about?
@@ladistar A lot. Never buy anything without doing your due diligence. Don't be a sucker.
The best response I have ever used is " I understand Mr.Prospect, when someone says that to me that means one one of two things: that you don't want disappoint me saying no, or there is some question concern that hasn't been addressed. Which one is it ?" I had some customer who was about to walk out on me a few weeks who said this BS to me and later closed him 10 minutes later and made a decent $500 commission.
If anyone tried that response with me, the only thing he would hear is the sound of the phone slamming down or the door slamming shut.
be happy, no pressure, entertain, live no objection on the table, if burnt out take a break, get your sleep
+Richard Beasley Excellent advice! That's my style as well.
Some people (like my self) cannot be sold and really just need to think it over. I don't trust anything a salesman says and I do my own research.
Good for you.
This was a very valuable video. I have watched it probably 20 different times. You can't listen to this enough.
thought this video uncovered a few key point for the sales person to look within and figure out what they can do better!
“Make it stick beforehand”
Keep it close and tight set the next one up. Always set your next one until final execution. Set expectations at the beginning of the race!
Love your books by the way! I share them with all of my salespeople. I have never heard anything other then “wow! Eye opening”
It's true. Nobody ever told me some of the possible reasons of "I want to think about it" or "I never take a decision like this on the same day" Thank you so much
I have to say this is one of the best and most honest and helpful videos I've seen on this subject which will always be that lingering problem but it's so true people have to understand both ends of the conversation to know what's really going on and how to avoid just losing the sale and respect I agree 100%
Excellent.... Having been on the end user side of the fence - then two years in sales - then back to almost 10 years as an end user with purchase authority - now I am back in the sales biz.... he is completely on target - I can not wait to absorb and apply every morcel of his insight...
Great feedback for all types of selling. The key is the questions that are raised at the end. Sales people need to ask themselves questions after every presentation. Think it over needs to be dealt with by the salesperson before it ever comes up. Yes, it is the salespersons fault, and yes the salesperson can prevent it, IF he or she knows how. You cannot know what you do not know, be on a journey to learn.
As a customer if im looking at a used car, I might want to think about it to make sure Im making the right decision, by thinking about it, i have saved myself from buying cars with hidden problems. If the dealer doesn't respect my due diligence, thats too bad. If i rush and make a bad decision, the salesman dosent care.
thinking about it won't uncover hidden problems with cars. there is no correlation. it's the salesperson's job to remove your limited buying beliefs
+Ryan Reed Yes it has. I almost bought a car that had its check engine light conveniently reset and turned off. The car drove great and had current emissions. It wasent until the next day I test drove it again that the light came on. Code indicating bad catalytic converter. Now If I would have bought that car based on the first test drive I would have been stuck with a car that wouldnt pass the next emission test.
being pushy and trying to get the sale first time is reserved for salesmen and saleswomen who know that their product will help you, they have the ethical standards to not be tricking you. If your child was about to touch a boiling hot kettle would you accept it if they told you they want to think about your suggestion (not touching it)? NO, youd insist and even make sure they didnt because you know its the right thing to do
Wrong. You shouldn’t need to think about it. The fact that you didn’t know if that car was the right decision or not is just proof you don’t know exactly what you’re looking for. If you knew exactly what you were looking for there is no maybe, there is only a decisive yes or no, which is all a salesman wants.
Thinking about it is just the response people give because they don’t know what they’re looking for & because of that, people like you will always be vulnerable to making a poor choice of which ironically enough, is exactly what you were trying to avoid by wanting to “think about it.”
The wrong decision will happen on the 5th car you checked out or the 100th car, the amount of cars you look at doesn’t matter if you don’t know EXACTLY what it is you’re looking for because if you did, buying the very first car you looked at would have been a no brainer because the very first car you looked at just so happened to fulfill your needs & wants.
By wanting to think about it because you have no idea what you’re even looking for you’ve immediately closed yourself off from the negotiation process & cost yourself thousands more potentially because you passed on the PERFECT car not because there was something wrong or because it lacked one of the things you wanted or needed, but simply because it was the first car you looked at & you’ve been told since you were a child by your parents or other idiots such as yourself that buying the first car you check out is a surefire way to end up buying a lemon when in reality, just the fact that you couldn’t provide a yes or no on the first car you looked at is literal PROOF you don’t know what you’re looking for & because of that, you’re doing what you’ve been told is the safest way to prevent yourself from getting screwed over when that couldn’t be further from the truth.
The stereotype that claims all Salesman are the easiest sells is true, & Salesman are easy sells because a Salesman is decisive, it’s either a yes or a no, maybe doesn’t fucking exist if you spent some time to figure out exactly what it is you want and need. Sales people know this & the difference between you & someone like me is simple; I knew exactly what is I wanted and needed & the price that I was willing to purchase my car foe & you didn’t & you say you need to think about it out of fear because you don’t know if it’s a yes and you don’t know if it’s a no, you just don’t fucking know lol.
This is the reality of the gap that separates the season sales professional & the common idiot. The worst part is people like you are quick to blame the Salesman or dealership or whoever or whatever for lying to you when you make a shitty decision & get screwed over because you passed up on the very first car you checked out for no other reason that’ll the fact that it was the first car you checked out. It’s everyone’s fault but the customers right? All Salesman are evil & out to get you ...it’s sad & it’s frustrating for Salesman like me that really do have the customers best interest at hand but are assumed to be money hungry leeches that want to take you for everything you have not because of anything that a salesman ever did to you but because you made a stupid ass decision that was completely your fault even though you “thought about it” & figured there’s no way possible it’s your fault or that your decision could have been the wrong one because you “thought about it”.
Spot on, Carlos Gonzales.
Identifying need and establishing rapport are key jobs of both sales and customer service people.
Dan
Great, timeless advice to handle this challenging objection. Key takeaways for me = preparation & resilience.
My comment I posted in my classes discussion post this week, I mean it.
I love what he is saying, keep a level head at all times, and do not blame the customer. People often joke about "The customer is always right" these days. I see people my age that work in retail mock this a lot, by saying things such as "The customer is never right." or "Screw the customer". Clearly those individuals do not understand sales, because I feel this is what that old saying truly means...
Thanks for sharing.. great insight. I'm inspired to create a checklist of questions to ask myself to help customize proposals and pitches... I can see how it would help guide through the due process it takes to radiate confidence and know your shit enough to be credible.. .. which is where confidence comes from. .worth the prep time for accounts worth a healthy retainer. Wish me luck! Thanks again for sharing. Shauna
love the way you talk. I am a marketer but I love you books/videos!
Thank you Jeffery, you are a great coach and mentor!
you're just great..
I learned so much from you on sales attitude and the atmosphere in-which sales occur
today i ask people with prejudice thoughts about sales if they like helping people.. if they say yes i tell the, they can be great at sales because basically this is what it is
Tell them " Excellent, I want you to think about it - very hard - especially think about (List the pain points of not having the product and how painful it is not to have it) , and then say "now let me say this, the true beauty of the (product) is (stack benefits) and then go for a close again"
Some of the best sales training in video I've seen.
I think you may have missed the point. Yes, once they say that, then you can ask why or what they need to think about... but his point is that the real solution is analysing your attitude, approach, fact finding, rapport building so that customers see that you care, trust you, view you in a more repected light... and so they share their concerns or maybe buy from you. I agree with him.
Thanks Jeff. Great stuff as always. Its great to have someone with so much knowledge to learn from. Greatly appreciated!
I came across that most seller are annoy when we said we consider because we just invite by you in and present your selling renovation sales at your first shop there are many others we haven't shop yet, we decide to reconsider for few days for reason, but this seller keep try to ask question why don't purchase with a good deal now. i repeat again, he still ask same question all over again when ever the answer to him. It raise my temper to said i will not said again. You seller out there should understand this, if we need time just give it, don't keep on and on saiding "Why"! After all this is big amount for renovation !
"Think about it" can definitely wrench the gut. Depending on what you're selling, lack of proper rapport building is often the short coming. First you must sell yourself. They don't have to think about that.
Before they buy your product, they have to buy you.
I took away from this training I need to identify the dominant buying motive and possibly go back into discovery when the customer is stalling or won't make a decision. Good video thanks.
Easiest way to avoid it is to present a choice close when possible (which of these options works best for you to get started today?). You either steer them in the direction they were leaning towards or you at least have a good chance of revealing their true objection without digging for it. If you are given the excuse, just ask them straight up "what is holding you back from moving forward with us today?" In most cases, you earn their respect just for asking that question. Also, you uncover the true objection and can work from there. I do agree 100% that you need to gain their trust early on with a killer warm up to really get them to open up, and really uncover what they need and why they need it. It really is all about how well you connect with the prospect and how you intend to solve their problem. You are not selling a product, but rather selling a solution to their problem... *mic drop*
...I've always found Gitomer's sales tactics and tips to be valuable...very easy to immediately apply in your daily routine, and experience real results!
Thank you Jeff, Always enjoy your videos. Try this approach that works for me all the time. I say the following Mr. Prospect, You're NOT allowed to think about it" and then take a dramatic pause and wait for the emotional reaction. "Mr. Prospect when people say to me they need to think it over it really means no. I am here for you and If I my product/Service doesn't met with your needs then lets just part as friends or you can fire me right now. Oh BTW, Its not about the money is it ? Ok, Let see if we can fix that. It allows you to stay in control or actually find the real reason for the stall or just fire them Politely. Life is too short to pussy foot around, drink cheap wine and drive sh*tty cars. Love the red book TY Jeff,
Claude Diamond guts selling.
Great lesson. Thank you.
I've found that even if you schedule a follow up your chances of a sale are greatly impacted. Do everything in your power to get the sale before they leave without being overly pushy but being aggressive enough to close the deal. If Be backs were greenback I'd be a very rich man...
Sales takes patience and when someone wants to "think about it" that gives you the opportunity to capitalize on what they are actually thinking. That's the perfect time to ask if it's the price or the product they're purchasing.
Price can be negotiated but, at that moment is when a salesman needs to decide for the customer.
Sounds weird but, they wouldn't go through the dialogue if they didn't already want the product being sold.
True. Though between the second I walk out that door, and the "three days" or whatever you want pass, life occurs. You don't think about it. You forget details of what we discussed. Between the million other things you do each day, you forget about my Bass-O-Matic 3000, and when I call back, you're mad that I'm interrupting your life. If I do MY job correctly... what else is left to think about?
One other solution is negotiating. Alot of people hand out the discounts before they close. Sometimes you might have to close 2-3 times before you get the sale. Therefore always hold something back.
well said.. i sell memberships at La Fitness and it kills me when I hear ppl say they want to think about it, well let me go check another location, or let me try it out for a few weeks then decide. I hear these and use the same questions u use.. I close them at about 41% . I'm sure there is something I can do better and that's why I'm here everyday absorbing all this information and feed back from the comments...thx Jeff and Big Big Book of Sales.
Nearly got it all right! Don't ask for another appointment at the stage he suggests. That's stupid and low percentage. Identify the objection, but with empathy. If you've sat with someone that long and you can't close, coming back ain't gonna do it. And, if you weren't able to overcome his/her objections, you think TIME will?
If the customer needs/wants your product, if they feel comfortable with you and your company and they can afford it...they will buy 100% of the time. Every time.
I'm not sure what to say except sales are tough. I have tried it both ways. Sometimes they tell me to check back with them and I do and turns out they bought elsewhere. Then I have gone the other extreme and used every method I know and made the sale, but then they basically return the product within a couple of months and I'm back to square one again.
You're not qualifying your customers enough. You've got to be sure you're spending time with customers who are right for you!
apachepilot81
I believe that the mind is a network of unlimited energies and so I would like to share with you a few things that may open up your world to new beginnings or maintain what you have already accomplished. I hope you find anything valuable here.
In the link below is a pdf file with introduction and links to two products to choose from (whether or not they interest you is totally up to you):
drive.google.com/file/d/0B5JlTmi8JL5OUEg0U3BtVWtLNVk/view?usp=sharing
Product1 (mp3s):
Over 200 Powerful subliminal mp3s. Mild form hypnosis. Bypass your logical conscious mind. Develop A Positive Attitude. Profesionally produced mind power technology.
Tags:
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Attract Money
Be Happy
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Win The Lottery
Law of Attraction
Attract Men/Women
--------------------------------
Product2 (Ultimate Conversation Hypnosis):
'How many times have you thought about what you would feel like if you lost that extra weight or met that special person or made that million dollars?
How many times have you postponed actually doing something about it?
How many times have you planned to wait until January 1st to start exercising?
Or waited until you felt better about yourself to get into the dating scene more aggressively?
Or told yourself, you need to get all your bills paid before you can venture into other areas to make more money?'
De derrapagem vê?,, Cd
Maybe I'm wrong saying this, but it sounds like the "sophomore slump". Your confidence and your level of knowledge is getting in the way. Why do you think the new people in a sales position always kill it, then fall off the cliff? It's because they either have no fear, lack of knowledge that could complicate the sale (cloud the prospects thinking). Simplify your presentation and get to know more of your prospect. In the end that is your bread and butter.
+apachepilot81 Ive been a "I want to think about it" buyer a couple of times,, nothing
apart from "have the car free" would of changed the fact i wanted to
sleep on it before purchase,
The sales man was very friendly, not pushy but confident and keen to get
the sale, it makes no difference,that is until the sales 'person' shows
hes lost the confidence in you the buyer.
If a man wants to think about it he wants to think about it,simple as,
If you want to screw up the sale completely just give a confused look to
the buyer, This can been seen as 'This sales chap thinks im wasting hes
time, (say goodbye for good)
The most likely reason like my own is 'I spend with my mind not my
heart',, I dont buy with my emotions I buy with clear thought out
thinking over time. money and emotions are two separate things for most
'men' some women too....
Dont show the buyer you have doubts and dont be pushy about time scales
on the "think about it"
True, some people really do need to think about it. Best technique is try to set a follow up appointment. If they schedule one, it's a slam dunk deal. If they don't, "I need to think about it" is their nice way of throwing you out. Simple as that.
There is a very good sales process called SPIN, which stands for Situation, Problem, Implication, Need. It is used by Xerox sales and if used correctly has the exact result that is being looked at here.
I like your calm and cool demeanour and also saying it’s always the responsibility of the sales person. 100% agreed. However I didn’t get a clear strategy to handle that objection now that it has happened besides making another appointment. Is that it ???
Hey man did you do a seminar for u.s. Food service in Montgomery AL in 1998 ? You look like the guy that gave a great similar ! Totally shot our Saturday but what the hell !! Have used the points that I learned about customer loyalty and people skills to achieve great things !!!
Hi Jeffrey, Just finished the little RED book of selling Loved, Loved, Loved it!..
but what's with the gas station shirt?...
These dealer videos are great... I have learned how sleazy this business is... If anyone tried to manipulate me in this way, I'm not going to walk, I'm running... And I'm not going back.
I feel that. I really do. If someone tells me three times in a row, without hesitation, that they DO NOT WANT what I have... that's a wrap. You can't sell something to someone who does not want it, and if they don't have a use for it, they don't want it. I'm not in it to make some shady company a bunch of money, I legit want to help people.
almost 100% of the time when I get a "I wanna think about it" response. I never get the sale when I come back. It's either they want it or they don't so I just move on. I would still ask the potential customer what's there to think about, which maybe there is something about what you are presenting that they don't understand o ask them how much time they need? When you have "one leggers"(either the wife or husband are gone), always set appointment as to when they both will be there together.
I like this... to PREVENT "I will think about it" instead of trying to solve it later on is a great way of selling. Will practice it today!
Yes, make sure that you try to block their critical faculties. A thinking customer is a problem, alright. There's a word for people like you --- can you guess?
Hey, great stuff! Thanks....great advice and gets right to the point!
Ive been a "I want to think about it" buyer a couple of times,, nothing apart from "have the car free" would of changed the fact i wanted to sleep on it before purchase,
The sales man was very friendly, not pushy but confident and keen to get the sale, it makes no difference,that is until the sales 'person' shows hes lost the confidence in you the buyer.
If a man wants to think about it he wants to think about it,simple as, If you want to screw up the sale completely just give a confused look to the buyer, This can been seen as 'This sales chap thinks im wasting hes time, (say goodbye for good)
The most likely reason like my own is 'I spend with my mind not my heart',, I dont buy with my emotions I buy with clear thought out thinking over time. money and emotions are two separate things for most 'men' some women too....
Dont show the buyer you have doubts and dont be pushy about time scales on the "think about it"
Jeffrey, is there a case that sometimes people do just need to think it over? I bought a car a few months ago, my decision was to buy and I was happy - but sometimes you do just need to reflect, I still bought the car!
Dude I LOVE your schtick with the "sales maintenance department". Badass, and solid advice.
This is why closing skills are essential. And it addresses that ultra-important grey area where most salespeople fail.
When you know how to lean on em, you get the real story. Pressure only works if you have legitimate rapport, but it's crucial to press a cautious buyer when you must. Otherwise, they end up working with some tool who can't really help them.
It's ideal to address these issues BEFORE they come up, but when your client hits you with a stall tactic, you've gotta recognize it for what it is. It's a stall. The reason they give you is never the real reason. Literally never. If you're not willing to dig in at this point, you've lost the deal. And you've failed to help them in any way.
harooni22 The only thing you can do is study and practice. Most sales people learn half a dozen scripts and never learn more their entire career. They try to close everyone using the same shit every time. That's why they come off as high pressure. You need to know hundreds of scripts and scenarios. I started off studying Brian Tracy, Tom Hopkins, Zig Ziglar and others. Grant Cardone has some really effective work out there also. It's mindset even more than it is scripts.
harooni22 There's no such thing as a standard objection. That's why you need to learn all the closes, not just one or two. First off, if I get that objection, I understand it's because I've asked for the order prematurely. The best time to address an objection is before it ever comes up. So when it does come up, I need to determine what I've missed. So my response to that objection has everything to do with the conversation that's led up to it. A good way to back it up is "I agree. It's a good idea to think it over. I've been in your shoes before too, and the last thing I'd want to do is to make a rash decision. Let me ask you a question. What's the primary thing you want to think about? Is it mostly the cost? Or is the product maybe just not the best fit for you?" Isolate and reopen the conversation from there.
+Christian Russell good.. You show empathy and validate what they tell you..And then you Qualify And uncover the true objection to overcome it .. Isolate and close
there is a strategy for this. Its called 'a signing bonus' or 'instant cash back'. Both of those are to make signing the deal more tantalizing with instant gratification.
I just say "what are you thinking about? The product or the price?"
i like that, will use that (y) :)
And what do you do when they say the "product"? If they say that then you did not do a very good presentation.
+You2oo What if they say i don't like you you would probably step over you're own dead mother for a sale?
Uncle G 👊🏻
Ummm...I'm thinking about donuts ..mmmmmm donuts!
Jeff is right, I have been in sales for many years, took a break after accepting a role in a horrible University, now back in the sales business you can cover the obstacles and the objections before they happen ,I am looking forward to being out of Corporate America and punching the clock!!!! Now is all sales, sales,sales and also, need to work more than 40 hours a week.
Awesome video, thank you so much for doing these. They are so simple and helpful. We always want to improve how we asisst our customers and you are spot on. Priority Moving, San Diego Movers
No one should make a large purchase on the spot. He's right. It may be a good product but it's smart to compare prices. If it's a better value, I'd buy!
this is all good but what if your are a wah and have a aht of 536 sec how then do you deal with I want to think on it you have good thoughts but there for in person sales
OMG. This was horrible! Setting up another appointment due to one objection.that can easily be overcome. He suggests giving up and returning, yeah sure, while people like me come in and close the deal before you can return. I count on guys like him to pitch before me. Setting up a go back appointment is soooo weak. I want my six minutes back!
Good stuff, Jeffrey! You da man!
hello victor im a new membership consultant here in our health club.. pls advise me more how to handle those objections.. thanks
i did all the staff and guy said, i want to think about cause i'm scared. How do you think is it solveblae?? the reason why he was sceared was that last time he did same thing was unsuccessful, the guy was fully closed but this objection or complain was unsolvable for me. can you help me to understand what is the solution.
Hi there, i do appreciate your videos... how does that play into LOA law of averages you know 9 out of 10 that will say no & we are continuously been fed that it can't be beaten and sometimes it affects my Performance cuz am supposed to have blind faith in the in the 5 step to a conversation approach as long as i protect my attitude? Thanks ahead
Gus Dagher smart circle??
Smart man, I sell cars and I like the style! Knowledge is power! Our job is to get you the information that you may not get on your own. Well done
Hello, I'm a part-time life insurance agent and very new to the business. I'm still very new to the business and still learning the tools of the trade.
Here are some stall tactics that always gets me stumped:
Client: I have no money right now because I have other priorities (ex: (1) paying for a house, (2) saving for a car, (3) money was depleted from spending so much last month).
How do I address these 3 objections? One of my prospects gave me (1) reason and I believe him because he's paying mortgage for his new house and it's causing him 50% of his monthly salary. How do I tell him to also get insurance?
Another prospect said to me that he's saving his money to buy for a car (2) and if he no longer has any leeway in his budget to get insurance. He really believes in the concept of insurance and savings but his heart is somewhere else. How do I convince him again?
Last is another prospect that is a big spender (3) and I suspect is also an impulsive buyer. Is there still any hope for this kind of people?
Thanks.
What company are you selling insurance for? I could help you out with
these. I have been in insurance for about 3 years now. Shoot me an email
if you'd like. mattrcouch@yahoo.com
To make a long story short, you aren't giving enough value to your client in regards to what you are trying to sell them. These are all variations of the excuse: 'I don't have any money.' What they are trying to tell you is they don't think that the price of your product or service is justified for their budget.
This is the best advice. Just guide them into a deal.
Great Tips. thank you.
As a sales man this is hell having a person say I wanna think it over. But as a customer I always say this no matter how sweet it sounds because a salesman job is the sale and to make the most profit usually shafting the customer just a bit. As in if you look hard enough you may find a better deal or at the very least get them to compete for your money. Usually you will get the sales man to become pushy then.
Yes make them make an appointment to come back and see you. Demand it.
Did you download the book? Big Book of Sales? Go for it - it's free
In a funny, but sort of disarming way I will ask them what they are thinking when they show hesitation, usually right after the price is presented. Something to the effect of, "like it, love, wanna hit me in the head with a shovel for being too high". They will usually laugh, and if there is a concern they will often admit it. I've had customers say I was high, but more often than not the reply is "that is a lot more than we thought it would be/had no idea the cost", at which point we can backtrack and look for a more budget friendly solution.
I like these videos, no one EVER seems to give an answer, its always a 'figure it out' question. With the guideline given by Jeff, what if the sales person says 'I did everything you said, I cant figure it out.'. At that point employers give up trying to help, or think less of the salesperson. When in reality, everyone can sell. It's a good thing to write down an exact appointment scheduled by you and the consumer, but you want the sale NOW. Not in a few days, and chances are, in a few days - they will have the balls to say no - otherwise you will keep bothering them, they realize this over the days you give them and they will say no. If someone thinks they are given a great deal they will take it on the spot, no questions, EVEN IF they dont really want it! Its crazy! Someone says 'I want to think about it' - ask 'Which item are you thinking about' or 'Would you use this if you had it?' GREAT! Now you know the item they want, or if they will even use it when they have it. *****If they say I dont really know which item, or they arent sure still, ask again, but use the word - hypothetically and also use hand quotes when you say the word - so like this. "If you were to get one, which item would you get?" - "Im not sure" - "Ok, hypothetically(use physical hand quotes in the air when you say this ITS IMPORTANT [this reassures them this is a 'hypothetical' question, not a motive or sales tactic.]) Ok, so hypothetically ::hand quotes:: if you were to choose, which one would be the best fit for you." At this point now you know which item to focus on, or whether they will even use the item or service in question. - If they respond with "I still dont know" -- Guys, I am sorry - this person is not going to buy, they are afraid - chalk it up to experience - and also another meeting day with them. At that point ask them who they want to talk it over with, and set up another appointment and make sure THAT PERSON IS THERE NEXT TIME. This way you can get a direct answer from the decision maker. This RARELY HAPPENS. People are 99% capable of making a 'major' purchase without the approval from their spouse.
When they pick which item, or they say yes I would use it if I had it - Now you know, which item to focus on or - whether they will even use it. It sucks to know they had to pick one item or the other, not the bundle pack, but you cant always get everyone to buy your most expensive. The best sales people sell everything, yes they make big sales, but dont forget the little sales they do, if you think they never make them... YOU ARE WRONG. Small sales now, lead to bigger sales if they come back, and sometimes HUGE SALES!
99% of people, if they are going to buy, will buy atleast one thing from you and take a chance on it - they have had it in mind the WHOLE SALES DEMO, which one is it though, or will they even use it? Thats why you need to find out. - Ok they pick the item, ask "Do you have something like this?" If they do, figure out if it needs replacing yet. Find out what they like about it and dont like about it. Tell them why yours will meet the needs of what they do like about their current item, AND that it also meets the needs of what they dont like about it.
9/10 times its price when you get here so start neogtiating price points on the SPECIFIC ITEM IN QUESTION (it is always price from the beginning of your sale but you need to find out what interests them the most and focus on the things they are interested in and give a price on that). If price is something your business does not allow to negotiate, I would say, this is an item you arent 'selling' you are 'pushing' it. If you cant come down in price, your business wants you to pressure your consumer - thats not right - thats not always the case, sometimes the business wants NO PRESSURE on the consumer in which case, almost every appointment will need a follow up... but from realty to fleamarket selling, you can come down in price, so not having room to play with the price, in my opinion, sucks. Always give a reason why you are dropping the price, show credibilty of why you are giving them a discount, not just that you want their money - answers range from - *I am new so I want to show my boss I can do this, I want to impress him. (I like telling people to use this the most until they get confident enough - this even works when you are in a slump after 5 years of selling the same thing! [It is ok to lie about yourself, no one will find out you lied and even if they do they wont care - but NOT the product, they will use the product and will be mad, they wont use you, and 99.9999% of people will not go home and look up everything about you!]) MORE PRICE DROPPING REASONS: *If you like it you will tell 5 people, if you dont you will tell 20. I would rather you tell the 5 than the 20. Word of mouth is the most precious source of advertisement because it is not from a satisfied business owner that needs your money, its from an actual satisifed customer. *A holiday is coming up and we want you to use/give this on that day and show it to all your friends and family so they will be able to see how awesome this is too. --- Then follow the statement up with - 'so I can give you x amount off, it will be (x amount of dollars).' My rule of thumb is always have atleast 3 times you are able to comeback with an offer and go down in price. Pennypinchers (aka smart buyers) will not buy on the first drop. So come back again with something like - Look, I am not supposed to do this, but if you take it, Ill give you x amount off becasue... (now give a reason why you are dropping a second time) you already told me this is the one you are thinking about, so I know you will use it.... and if you need another one.... I will give it to you for the same price. - OMG they said NO again?!? Why? Why are they so ruthless towards your product!!!!? No worries, we are prepared for this! Ask them again - Are you sure you are going to use this? (Getting a yes to this is a homerun hit) No matter the answer to that question, just follow up "Ok, Im going to scare you away with this but... (people will think - HA! you cant scare me away from a good deal!) I will give it to you for (x amount - make it your bottom number.) You do not HAVE TO give a reason for this, because at this point the person knows, you are trying to sell this and if that person does indeed want the item, they will take it when they feel they found you out. They want to know they worked you! Not the other way around!
Good salespeople are not afraid to go to the bottom dollar - and the ways above ARE NOT the only way to get there. Be creative, sales is an art, people want you to paint them a beautiful picture in their head.
Theres no shame in my game, I made the sale, I put money in my pocket and I can eat later and provide for my family - The business has that bottom dollar there for a reason - chances are, thats the price you should be selling it at ANYWAY, but you start higher incase you can get extra for doing an extra awesome sales pitch. Dont consider this price gouging - consider it a tip thats included in the price for your time and effort - consider it a job well done that you were able to make this person understand your product is worth its price point. If you always sell at the bottom dollar, dont worry about it. No business should ever get mad you sold it at that price point or else the business is in the wrong for allowing it. If they still say no then it probably was not the price... (but hey that was good practice)
Guys, if its not price - then they just dont like you - chalk it up and get over it, its one sale, you will have plenty more chances.
Like I said this is an art - use props - if you pretend to be new or are new, bring a fake script(or real script) and act like you are reading it. Just make it seem like you dont want to lie or forget key points, you want them to know all the information. There are plenty of ways getting from point A to point B. Be creative.
If you liked the answer I gave, just Inbox me for specific questions on specific items or services. Its free!
Any time I have ever said, "I want to think about it" is because I either didn't have the money at the time, or I simply didn't like the product. There is NOTHING that anyone can say to get me to change my mind if I don't have the money or simply don't like the product, ever.
You're objection of not being able to afford it makes no sense. Coming to a car lot is an unnatural act. No one comes just to look. And no one comes if they can't afford something. Little secret. Customers are bigger liars than salesman. So, the skill is getting around these BS excuses.
That's a common reaction when spending a lot of money... It's not a pair of jeans the customer is buying. When someone goes and shops for a new refrigerator and stove, they tell themselves to think about it and shop around and be 100% sure they get exactly what they want at the best price available. The only exception is, they usually don't have to go through the whole negotiating process with a salesman when purchasing items such as a refrigerator and stove, but they still tell themselves to think about it some more. That's why car sales people get pissed off when the customer says "I got to think about it for a couple days" or "I'm going to shop and look around". But the customer is just making sure that they are getting exactly what they want, and at the best price. But car sales people don't care about the customer, they are all about the $$$$$$$$$$$$$$!!!!!!!! :-/
If you want to get ahead in life you have to use pressure. Being nice won't pay your bills. If your only answer is "let's meet next week" when the customer says he or she wants to think it over then you'll stay average at best for the rest of your life.
Very well, then. What would suggest that's more direct?
Should have created urgency earlier in the sales process meaning that you need a decision now. Whether it be "the last one" "the offer runs out" "we had a cancellation so this is on offer but won't last long"......If that puts them off then just take it away from under them saying "not to worry, this offer will be gone when you have taken more than a day to think about it" they will often if they really see the logic in buying it make a positive decision there and then. Once they leave the scene all the emotion you have built up through your pitch disappears.
Only small problem is when people are buying with their heads, not their hearts, or, an intangible product, this does not work. If you are selling security systems, or electric and gas, will you tell the customer you will have no gas for them tomorrow? I never buy a big ticket item the 1st day I see it, if I really plan to compare your product with company X product, and you say that, you just lost my potential business (and I have had sales people lose my business, if their companies product was better, I call the company and have tell them this dude lost my business, I still want what you got, can you send someone less pushy). PLUS you lose all my referral business, which is WWWAAAYYY more important than getting 1 sale today. Long term, you can't rely on door knocks or incoming phone calls or ups coming onto a lot, a steady referral lines builds bigger income, and much easier btw.
The whole point of selling is to make them realise that is a good deal throughout the presentation, this is just to close. Everyone comes in with the plan you have but a salesman's job is to build the emotion anyway. Say stuff like 'im sure you and your wife made a pact today not to purchase but after seeing all the benefits, does this product/service make sense to you?"
Lenny B Millard and I agree with you...that's why I said it doesnt work with people who only think logically. It works on emotional spenders, but, you have to know your audience. Even if I agree with u that your widget is has a great value for the price, I know logically a sale will not be refused tmrw, so there is zero risk with me checking competition, there is only an upside. Always sell before the close, but don't lie to people and insult their intelligence.
why do you have a ring around your pointer finger?
well said. on the 2nd biggest purchase i will make, i just may want to
sleep on it. dont over-analize it. keep it simple & respect the customer.
How about ask the customer if he/she like the product/service? if so how he/she feels about the price? and then ask what is the budget.
that's right and i don't like salesmen that try to push you over. for example i went to just go look at kitchens to see what's available and to think all over at home, since we werent gonna buy a kitchen in at least a year (still building)
guys asked if he could help, i said "just looking", guy pushed, we sat at table, price went down every time i rejected, nice price good product, 2 years to wait and alter the kitchen, yet i wanted to think it over. FOR A YEAR before i buy
guy was pissed
When selling insurance, many times the "let me think about it" objection occurs because the life insurance agent did not properly qualify in the beginning.
Best advice is to learn to ask the "tough" questions from the get-go and determine as quickly and thoroughly as possible whether or not your prospect is a "suspect" (not qualified) or a prospect.
Jeffrey, Did you ever actually sell anything, or did you just study sales? I know Tom Hopkins sold Real Estate, Brian Tracey sold numerous things as did Zig Ziglar, so what did Jeffrey sell?
How much for the chainsaw Captain Spaulding?
Sometimes, "Gotta think it over" means just that. Some people, like myself, don't just sign a sales pitch on the spot, even though it's apparently the right purchase to make.
I was the one saying " I'll think about it" during a very hard sell at a time share resort. Really my way of saying no. They just wouldn't let it go and pushed and pushed till they really made me mad and I got very aggressive. At some point take the "I'll think about it" and move on. Most likely that means no anyway. we got what we went to the pitch for, didn't need to buy. Showing up we were offered $. Went , listened to the pitch, declined and that is when they got angry and pushy. I took it for a bit, so we could get the cash. They got mean so I got mean. Then we got our cash and we left.... Don't offer poor people cash to listen to a pitch and then get upset when we say no. pay me what you promised and get over it.
ok so tell me how would you make your pitch, thats what i wanna hear, not your thoughts
he technically just did...learn.
***** lol succesful much lately?
Exellent! If you can get those "maybe later" guys to become instant buyers, you're good.
Yep... a big part of sales is intuition and the ability to feel someone out. If they need to think about it, yes the sale is probably dead... and yes its probably something wrong with your pitch... But that very same pitch may have worked for another person. So really the issue is you arent adapting to different personalities and circumstances.
I work in a sales environment and have been a bit slow in making sales.
However, there's a woman who started only a week before me
who constantly says "um" throughout her pitch, and even her cold calls,
and she's makes sales left and right. She's completely dull and
lackluster on the phone with absolute no enthusiasm whatsoever. Here I
am making so much effort and trying my best all day, every day....and
here she is sounding like a complete goon on the phone - and customers
are buying from her! I just can't make any sense of this whatsoever and
I'm so frustrated.
I think you're looking at this comparison between you and this female sales associate incorrectly. From gathering a little information that you posted, it sounds like you're putting forth some quality time and effort into learning your trade. And that's great! But I think the issue you're experiencing is a cultural event. Sales has been for some time been a male dominated arena. So our predecessors have muddied up the water (not all but some) for the rest of us. Where as this less experienced, and less threatening in demeanor sales associate is raking in the deals. It's great to have product knowledge and expertise as to what you're selling, but don't get overly concerned with what other sales people do whether it's a male or female counterpart. Just work on what's going to benefit you.
Purplemetall007 your time will come just be light have faith the money she is making is for a reason be happy for her your turn is next Amen.
Jeffrey's answer reveals just how difficult selling can actually be. You can cover 95% of their issues and still get the stall. If you ask someone who wants to think it over "How long do you need?" and try to set a firm appointment to get back, then I think that is old school. It puts pressure on the prospect. Another way is at the end ask "Where do we go from here?"
You're right, but that guy will also sometimes buy to get the salesperson to shut-up. Sad, but true. So, we persevere with that type.
What about "I just don't want it"?
There is a point where you just move on to the next.
Then you haven't built enough value in your product to even get "I'll think about it"
fantastic helped my slaes alot
Think it over usually means..... Im going ot go around shopping you,your price,your product,the dealership! There are however some people that will actually tell you they need to think it over because there not impulse buyers. Impulse buyers are awesome ( when u can get them financed ) !!!!!
lm not a salesperson or anything but this was a very interesting video, bottom line though, even the consumer doesn't want the product you can't get them to buy it, there is only so much you can do to convince them just depends how stubborn they are
"I just want to think it over" is an intelligent, prudent response to some huckster trying to block your critical faculties and separate you from your money. If someone tries to sell you something, just ask them to send you a written proposal and say goodbye. Always minimize any time talking with these people -- they are trained manipulators. Don't be a sucker.
I always ask my prospect is there anything you DIDN'T LIKE ABOUT OUR SERVICE'S OR PRODUCT'S... If they say no then make the sale..... If your prospect says let me think bout it ask them do you want $100.00.... wait.... they will say sure. come back with let me think about it.
that will break the sale so bad its not funny.
Heej Tyrell, The $100,- method sounds like a great way. Only i think it depends on what product or service you sell. I Assume you are in electricity and gas?
yea i think it sounds snotty - i would say it depends on if your customers are very sarcastic and joking around the whole time. any serious person would be offended, but if its someone who is light spirited and funny, then go for it for sure!
@ relworp it works all the time with me... It's a mind game. People are not stupid. When they see a good deal they buy. I hate when people say let me think about it. It's a BS reply, if I was giving away free iPads people will have there hands out and telling all of there friends to get one also. My job is to cut through all the BS and make a sale. I respect people when they tell me that I can't afford it VS let me think about it.
I agree with that - great deals and anyone will buy it. "stupid to pass up a deal like that", its inbred. Everyone sells their own way so keep using that if it works. You obviously set them up correctly to make it work.