71. How do you handle smoke screen objections?
It is easier for a person to stay with what they are doing, even if they are not completely satisfied, than it is to risk a change.
Why will someone continue to buy from a sales person when it is obvious they are not happy with the service, price or quality? The reason is that the buyer is comfortable dealing with the sales person and company he or she is buying from. To make a change requires assurances that you will be able to handle their business. Many times in the buyers mind it is easier to stay with their current supplier even if the prices and delivery are not exactly as they would like. That is why they have at least five objections that you must overcome before they feel sure enough to give you their business.
The best response to smoke screen objections is to be sincerely glad they brought it up. When answering "smoke screen" objections the normal response is to agree with the objection, however, the best response is to say "I'm glad you brought that up!" And then ask a question.
This is a non confrontational approach. When you do it sincerely you will come across with real concern for your customer.
How would you handle these common objections?
I have too many suppliers already.
I really don't like your company.
We've been doing all right without you.
I'm tied up in a supplier contract.
I'm happy with my present supplier.
You don't carry a full line.
I'm not interested at this time.
See me in a couple of months.
I hear your company is having problems.
Business is down.
When answering these "smoke screen" objections the normal response is to agree with the objection, however, an excellent response is to say "I'm glad you brought that up!" And then ask a question. For example:
"I don't like your company". Response: "I'm glad you brought that up. It sounds to me like someone must have done something in the past and it is Important that we get honest feedback about our products and services. What exactly is it that you don't like about our company?"
"I have too many suppliers already". Response: "I'm glad you brought that up. That certainly can be a problem, how many is too many?" "I may be able to help you consolidate," etc.
"You don't carry the items I need". Response: "I'm glad you brought that up. would you mind telling me which items you are referring to?"
Often we can get the prospect to answer his own objection or to admit that it is not a valid objection. To let the prospect answer his own objection you just let them talk. Perhaps this is all he wants to do anyway. So ask your prospect questions about his objections and let him talk. Maybe he will answer his own argument. In any event, he will lower his blood pressure.
You may say, for example, "I am interested in why you say that, Mr. Smith. I wish you would explain it to me more fully." You may merely ask him, "Why do you believe that?" If, as so often happens, the objection is not a valid one and the prospect has at best only a half-baked idea of what he is talking about, he will usually flounder around a while and end by admitting that the matter is of no importance.
Comments:
This is a good list to refer back to when addressing these kinds of objections. I think that most people hear comments like that from potential customers and completely shut down. You know its natural to hear something that negative and to think in the back for your mind, “There’s just no way this person is going to do business with me.” It is a good idea to make a mental note of some of these responses as well as practice responses to those kinds of questions because you will really catch them of guard when you a fluid response to the objections.
Drew Culbreth
I like the idea of influencing the client to explain an objection they are having. This goes back to the idea that we are business consultants rather than salesmen. If we show a genuine concern for their objections they will feel appreciated and will be willing to spill the beans. If they made up the objection they will feel bad and will consider your services even more. The worst approach to objections is to get defensive. You cannot get upset at a client for any reason. You will not make a sale if you set a negative mood.
Cullin Hamm
This is an area that I probably need more practice in. I am not always sure that I ask the correct questions when someone gives me an objection. I may tend to agree with them and then after I have left the customer I think, “Why didn’t I ask this or that.” This occurs mainly on a sales call that I may not feel “within my comfort zone.” You know there are some customers that just tend to make you a little more nervous than others. This is an area that I work on daily. I will tell you it is much better than the first two weeks I started selling. Boy, were they bad as far as my nerves go. I’d drive around the block a half dozen times working up my nerve. That sounds funny now. But it wasn’t then. I will work on asking more questions if they try to give me the “smoke screen routine.”
Patsy "CiCi" Clements
It is always helpful to have suggestions on how to handle the smoke screens. The one I get, and I am to assume it is true is that business is slow. I think some of the company’s automatically come up with smoke screens hoping not to make commitments.
Pam High
Sincerely ask why? If you ask why and show that you truly want to know what the reasoning for the objection is. The truth of the objective will come to light. It might be that the company does have a problem that you could help solve. Or it might be that you have forced them to move on to another subject since called them out on the problem.
Christal Cornacchia
The point is, if they don’t want to buy from you, you can’t force them. Being prepared and not being too impatient is important. You must keep an ongoing relationship with the client, whether you close or not. You never know what day will be your day to close with a particular client. Always be ready!!
Kimberly Burgess
Those darn smoke screen objections. They are so common what it really means is “I don’t want to be bothered. You’re just a slimy salesperson out to get my money!” Well that’s how I feel about them, now I know how to handle them a little better or at least continue the conversation a minute or two longer!
Morgan Frazier
"When answering "smoke screen" objections the normal response is to agree with the objection, however, the best response is to say: "I'm glad you brought that up!" And then ask a question."