Overcoming Objections In Telemarketing

[billy]

Hi their my name is Billy from Vancouver, BC Canada, I have recently started working for a resort vacation company that (Telemarketing) promotes and markets mini vacations for introductions to time share programs? I'm getting all kinds of objections but I dont know exactly hoe to handle them. I will list them below, for people to give me advice and suggestions? Thank you


I say; hi their my names is bill calling from Mini Vacations company regarding the vacation resort, just confirming that you have recieved our invitation in the mail to the resort.


Customer says: (Objections)


not interested
whats this regarding
i dont do business over the phone
what are you selling
is this time share
im to buisy, my schedule
i already have a time share

[David Wallace]

That is just the nature of the business, Billy.

I actually enjoy time share calls. First I want to know what kind of incentives they are offering, usually a gift certificate of some kind or a discounted stay. If it is not something to my liking I then like to "play" around with them (sorry).

With the last one, I asked if I had to bring my wife of which he said that I did. I told him that she in no way is interested in a time share little alone spending 90 minutes listening to a presentation. He started to ask me what she might like as an incentive? I told him again that there is no way she is coming.

I then asked him if she has to be conscience. He said, "what do you mean?" I told him I can knock here out cold and then drag her down there, prop her in the chair and she would "be there". I think at that point he realized that I was messing with him.

Another time I told the guy that I weighed 1,000 pounds and was restricted to a bed and as such, asked him if they could come to the house and do the presentation.

Anyway, good luck with it. Just keep at it is all you can do.

[Old Welsh Guy]

Billy the first rule of handling an objection is to agree with the objector, unless you do that, you have lost before you start.

not interested - I understand what your saying mr potential client, but with the postal service the way it is, it helps us to at least know that all the mail outs are actually received, n fact that is part of my job to make a not of just how many get lost. So I take it that you received yours then did you? YES/NO if yes, then 'excellent, let me just make a note of that (the wait is to distract the client and throw them before you attack again) erm I mean guide them gently along your path lol So what did you think of what was on there then? (open question he has to carry the conversation now.

whats this regarding - As I mentioned I am calling up to confirm that you actually received the mail out that we sent part of blah blah

i dont do business over the phone - And I don't blame you mister potential money cow (oops I mean client) I am actually not able to conduct business, other than to check out a few things and make sure all is well. In fact part of my job is to ensure that the mail is conducting ITS business properly, which is why I asked if you received the mail. We always mail stuff out because we know how many people there are who just like you prefer to have something in writing. So what did you think of it then? (assume he had it) go on as above

what are you selling - Hi mister potential client, I am actually not selling anything myself, I am just calling to make sure you received our stuff. I am not a salesman, I doubt I could sell a glass of water to a thirsty prairie dog. Not that he could buy one, as they don't have any money, and if they did they probably wouldn't have it with them as they have no clothes which means no pockets to keep the wallet in .

is this time share - Glad you asked that, what do you know about time share (I know I dont want one CLICK)

im to busy, my schedule - I fully appreciate that your busy, which is why we mail things out so that you have time to look at them at your leisure. I know how busy life can be. But sometimes we just have to step back and take a big breath. I know I did, and it worked for me. So anyhow blah blah.

i already have a time share. - Sorry on this one there is nothing I can help you with, as it depends on what your company policy is on existing purchases etc. That said --- So you have a time share then huh, guess you don't want another lol. Hey where abouts is it? how often do you go there then I bet you have some great times there, how long have you had it blah blah (all open question) let them tell you howmuch time they spend there. find out if they have vacation time apart fro the time they spend there . If yes then why not have two?? :-)

Not that I know about time share though, as I have never been involved, but selling is selling, and I did ok at it ;-).

I actually wrote some articles about selling and posted them online for people like yourself http://www.bhelp.co.uk

[2cents]

Hi Billy

You can do the intuitive thing, which is also the most defensive, and that is to argue with the prospect: i.e. "How can you BE interested; I havent even said anything, yet!" This is guaranteed to earn that hang-up, for you.

You can try to ignore it. When you hear something you dont want to hear, pretend you didnt hear it, but it wont work on the phone in a selling situation.

Or, you can reply, diplomatically. This is the way to go, believe me.

A transition is a word bridge that enables you to gracefully travel from their interruption back to your presentation. Here are some examples:

(1) Well, I understand that, but

(2) Well, I respect that, but

(3) Well, I appreciate that, however

(4) Well, Id be surprised if you were at this point, but

As an example:

Hello, this is Billy with ___________

Im not interested!

Well, I appreciate that, but the reason Im calling is recently we sent out some letters and brochures, and I was wondering, do you recall seeing one of those by any chance?

Hope that helps

Sonia

[Amir W.]

2 Cents put it well. Agree with them first - it takes their defenses down. "I understand what you're saying, and many of our current customers felt the same way, but..."

and find out if the objection is true, or a smoke screen for the real objection. Then, address the real objection.

[ideas2earn]

When a customer objects they are giving you an opportunity to sell. When they cut you off you have no opportunity.

In my business we usually break objections down into 4 key categories: -
No Time
No Money
No Need
No Hurry

When you start to think like this then you can have essentially 4 prepared scripts to address the 4 objection types. Take your list : -
not interested No Need
whats this regarding Not an objection, reasonable question
i dont do business over the phone No Hurry*
what are you selling Not an objection, reasonable question
is this time share Not an objection, reasonable question
im to buisy, my schedule No Time
i already have a time share No Need

* I had to classify the no business over the phone one somewhere. The assumption being that If I turned up at the client's house they would do business with me.

To segway into your 4 prepared scripts you can simply use seways like: -
"ok Mr Smith, if I am hearing you correctly you are saying that you don't need one of these now, and maybe it wasn't the best time to call....what if I told you.......start on no hurry pitch"

"ok Mr Smith, if I am hearing you correctly you are saying that you can't afford one of these now, what if I told you.......start on no money pitch"

"ok Mr Smith, if I am hearing you correctly you are saying that you don't need one of these now, can I ask whether (you have children or other appropriate question)? what if I told you.......start on no need pitch"

I work in Life Insurance and have set up several call centres. I imagine we have similar image problems but if you keep at it you'll be surprised how many customers you can turn around. Also rememer that if you can convert 1 or 2 people out of 50 conversations you are doing well. Try counting down from 50 and telling yourself that the closer you get to 0 the more likely you are to close a sale i.e. every failed call brings you closer to the sale.

[clericx]

This is certainly true ideas2earn... Very informative! Identifying and classifying these objections would really be helpful. Once classified, you'll know how to approach them by changing pitches which in the end, you will have a chance of telling them what your products/services is all about and probably turn them around. I really like the way you think. Once again, Thanks for the very informative post. I'll be sure to keep this in mind.

[lordspace]

I would start with Do you have a couple of minutes ... and describe exactly what you're selling in these 2 minutes.
If not interested you won't have to talk for 20+ minutes and go for the next client.