Objections Overruled! Dealing With Objections in Your Direct Sales Business

I am often asked by my team members how I deal with objections – objections to purchasing, objections to hostessing…we all hear these (WHEN we ask for the sale and WHEN we ask someone to hostess, and you have to do those things to hear objections by the way…).

 

Today we’re going to focus on how to deal with these types of objections.

 

Get There First

The first and best way to deal with an objection is to know it’s coming, and to talk about the answers before the objection comes.

Use these three words when you talk about your objections:

·      Feel

·      Felt

·      Found

For example, “A lot of customers feel that the X is too expensive. When I started with X company, I felt that the X was out of my price range too. But what I found is that because of Y, the price wasn’t that important to me.” Y is your reason for overcoming the objection.

Here’s an example from my business (jewelry).

“A lot of ladies, before they try my jewelry, feel that that it is too expensive. When I first started, I felt that some of the pieces were out of my price range too. What I found was that if I didn’t love a piece, or worst case scenario, my favorite piece lost a stone, I could get a refund or get it replaced quickly through our amazing customer service. To me, having that piece of mind, is amazing – you don’t get that at other stores.”

 

We’ve talked previously about how stories sell (while facts tell) as well – you can add a story to negate the objection as well. One objection I hear about jewelry is, “I have small children and they will break it.” After the previous statements, I add, “I had a piece that I loved, a glass bead necklace set. My youngest son grabbed and yanked one day and beads went EVERYWHERE. The next day I called our customer service and they replaced it for me, no questions asked. They even sent me a return shipping label. How amazing is that?”

 

Know Your Objections and How to Respond

What are the top three objections to purchasing that you hear? These are the three that I hear often:

·      “It’s too expensive.”

·      “I don’t have money right now for X” (X meaning your type of product).

·      “I don’t buy X.”

How would you deal with these?

 

“It’s too expensive.”

          I come right back to our quality and policies. 30-day money-back guarantee and lifetime warranty. This is why it is important to know your company’s policies and values. Are your products tested on animals? Are they made in the USA? Are they backed by a guarantee? Are they strength tested? All of these can help you walk through the “Feel, Felt, Found” with a prospect who indicates the product is too expensive.

          You also want to focus on your benefits and how much money a prospect might spend on those benefits elsewhere. If you sell health products, you could say, “I have talked to a lot of people who feel that way. They felt that paying for their yearly gym membership was more economical, but they found they weren’t using their gym membership but they WOULD use this product.”

 

“I don’t have any money for X.”

          Responses to this are again going to relate back to your product. Is your product something someone can use every day? If so, that is a value – break it down by daily price (“If you use it for 30 days that makes it only $X per day, which is less than my morning coffee, I don’t know about your coffee!”).  Is it on sale? People love sales (and sales are especially good to turn a prospect into a customer who will buy again at full price).

          This is also an opportunity for two things: gifting and hostessing. Does the prospect have a birthday, anniversary, or something special coming up? They could let another person know this is on their list. Do they have something special such as their own graduation coming up? “Gift yo self!” Even if they need to save up or use gift money, have them print out a picture of what they want and keep it next to their computer so they remember (and see it all the time).

          Have someone with a large list of things they want but can’t afford? Hostess! This is why it’s important to know your hostess benefits. Let your prospective customer know they can earn X in your product for every $X their party sells. Give them two options for how to do a party and let them know your available dates. You could even give them themes that they can choose from. Let them know that you will do these things, they will do these things (so setting up their expectations for the party), and then schedule!

 

“I don’t buy X.”

          Depending upon your industry, you may hear this more often than some. When I first started with Chloe + Isabel jewelry, I was not a jewelry person. I had a few pieces I wore here and there, and a lot of cheap costume jewelry that I bought for specific occasions/outfits, but I didn’t wear it consistently. When I did begin wearing my pieces consistently, people noticed and asked about it, which gave me the opportunity to talk about my business. Seeing it consistently caused a lot of people who I saw every day to consider purchasing, even if they weren’t “jewelry people” too. The more people see it, the more they will want to try it. Focusing on the benefits (“I was never a statement bracelet person, but when I wear this I feel like a rock star even when I’m running errands – I love it!”) without going for a sale can help people see why they might want to try your product.

          If your prospect doesn’t use your product, then they may know others who do. “I don’t use X” is a great opportunity to ask for referrals.

“I can totally understand that – some people just don’t! Could you do me a favor? If you know of someone who does, could you give them my card? I’d love to share my stuff with them!”

A lot of people who don’t buy will easily give referrals for you as long as you’re trustworthy and already have a relationship with them (see my previous post on that HERE). Gifting can also fit here as well. You may be talking to someone who doesn’t use your product, but their Mom does – does she have a birthday coming up? Is there a holiday on the horizon? A prospect who doesn’t use your product may be able to see the value in gifting your product to others.

 

Learn More

So these are the most common objections we hear. We hear a bunch more as well, but I could write on all of them for days! I have started a Pinterest board solely related to overcoming objections (both in sales and in recruiting) – follow it HERE!

 

Apply It!

So how do you apply what you have learned here?

·      Use the Feel, Felt, Found approach to dealing with objections and deal with them before they occur.

·      Practice! The more you practice dealing with objections, the easier it will be for you to do so “on the fly” at a party or when you’re talking to a prospect. Get with another person on your team or your leader and role play – you be the prospect, and they will be the merchandiser, then switch.

·      Don’t be dissuaded – we will hear a lot of “Nos” in our business. Typically 1 in 10 or 2 in 10 people you talk to about your business will buy. Using these strategies, you can increase that though! Learn more about what to do with No from a previous post I wrote HERE too.

 

What's the funniest objection you have heard? How did you deal with it? Comment below and let us all know!

 

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