Managing Objections

• If you have the right mindset about objections, this can help you progress the sale and add more value to the customer

• The best thing you can do about objections is to bring them up because you have confidence in your response.  Then you want to move it on and leave it alone.

• An objection is a concern a customer has.  If you have an answer and a solution to a concern that means you have value.

Be confident 

• If you have the answers your confidence will show through the quickness of your answer.

• study, know your pitch, know the most common objections and how to answer

Deliver with confidence

• Don't shy away from objections

• Be excited about objections

(No big deal at all) (All the neighbors felt the same)

Honesty

• You have a product to help put customers. 

Be Direct

• That is not my wheelhouse that is what they are coming for.

• Address things you can answer head on.

Pacing

• Gradually get the homeowner to your pace, so that you are in control.  

• Don't rush

• Be brief, but be compelling.  

• Use strategic pauses to reset the pace of the interaction

• Don't spend too long going through objections with a homeowner.  

• Be causal with the homeowner, after 3 objections consider moving onto another customer.  

A concern is an objection

• Something won't work out for them. Items you have control over that you can respond to, to make them feel more comfortable. etc. (moving) (expensive) etc.

Conditions

• Are things you can't control and it is just a matter of fact.  Things that you can't improve with sales skills.  You just need to qualify faster or move onto a new neighborhood. (renter) (have a new roof)

• Overcome objection before it arises

• Rollover technique

• Feel Felt Found

• Address it head-on

A smoke screen is something a homeowner does to get you to go away or slow you down.

• It does not reflect how the customer feels

• It is a word or a phrase to tell you they are busy

• They don't really know what you are doing yet

(not interested) 

(now is not a good time) 

(some people have already come by) 

(do you have a business card) 

[things to get rid of you]

This is about repetition, there are maybe 5 common objections that come up on most doors.

• As you get good at listening and adapting

  • Take objection

  • You will learn timing

  • Then add value around it and move on.

• The best way to overcome an objection is to overcome it before it happens.  That way it didn't exist and you added value out of something that was never expressed as a bad thing.

Solar didn't usually work out financially in the past, it was a lot of cost and ROI was not there.  Luckily with the new program with no out of pocket expense and no up front investment.

Doing this the customer will not bring it up as a roadblock.

1. Acknowledge their concern

• Feel: Let the homeowner know you care about their concern

2. Respond

• Felt: Remind customers that this concern has been raised by others before

• Found: Sam down the street found that after having the opportunity to review that...

3. Transition 

One of the best ways to transition from a concern

e.g. concern: I just don't know if I will stay in home

Answer question with "Feel Felt Found"

That is a great question, most people have felt the same way, what they found was our new program is transferrable. 

And quickly move attention to something new

How long have you lived here?  

Who pays the utility bill, you or your spouse?

Often you will have people that want to get information from you that they have all the information they need. (They get technical)

• That is actually a really great question.

• My only job is to set up the appointments.

• Our experts will be here in the next two days because of all appointments they have with the neighbors that want to see the numbers.

• They will be fully prepared to all those questions.

• I honestly wouldn't want to take a stab at it because that i not really my wheelhouse.

• They will be able to answer all those questions for you.

• [Proceed to the appointment step because they have questions that they want answers to]

Anytime your customer gives an objection

• Agree with them and validate their concern

I am going to be moving soon

• That totally makes sense how long do you think you will be here.

6 months

• Yeah in the past that really would not have made sense.  It is a really good thing that you didn't go with any of the old programs in the past.

• Now we have this new option