Page 43 - GS170702

Inspiration

Ask, don't argue

bjections are a fact of life for salespeople These kinds of questions "can lead to a real conversation
worldwide, including merchant level sales- about the multiple payment options you offer," Green
people (MLSs). Lessons on how to overcome said. This is because it:
O them are integral to training programs. Books • Gives the merchant a chance to talk
devoted to dealing with the most common objections
abound on Amazon. Articles and blog posts are dedicated • Opens up a way for the merchant to come over to
to the topic, as well. It is true that over the years, sales your side, without embarrassment
professionals have acquired and shared much informa- • Gives the MLS a chance to listen and acquire
tion on how to succeed at this important aspect of the information to use later in the presentation
sales process.
Asking the right questions is critical to an MLS's ability
Yet some hard-working MLSs forget one basic best practice: to successfully overcome objections. And conducting
when a prospect voices an objection at any point during a research on both the merchant's vertical and individual
presentation, do not argue. For some, defensiveness clicks business will help ensure the questions will be on target.
in when merchants insist they have no need of what is Listening well and being flexible are also critical.
being offered; they attempt to correct the merchant, whom
they feel doesn't grasp what their offering can do for them. Sometimes, however, a merchant will not be swayed no
For others, enthusiasm for their products gets in the way matter how skilled an MLS is. Being able to ascertain
and causes them to negate the prospect's statements and when you've reached this point and need to move on is
push forward with their products' benefits too soon. another ability top salespeople have.

"If you've been in this position before, you know that "When asked what the most important action a salesperson
disagreeing doesn't get you anywhere," wrote Paul H. in any profession can take, I always say, 'Know when to
Green in Good Selling! SM: The Basics. "The merchant will walk away,'" wrote Jeff Fortney in "Race to the Top," The
just 'stick to her guns' and/or become defensive." Green Sheet, Sept.8, 2014, issue 14:09:01. "As much as you
Ask first, then listen may want to sign everyone, sometimes a steep learning
curve, unreasonable merchant demands or the effort
Green proposed an alternative: ask questions. As an required make it prudent to choose not to sign an account.
example, he described a situation in which a merchant Before walking in the door, or even talking to a prospect,
believes selectively accepting checks is the best solution you must be mentally prepared to walk away."
for handling check payments. Instead of telling the
merchant he or she is wrong, Green suggested asking
such questions as, "How is selectively accepting checks
working for you? Have you ever had to turn down a
check you were uncertain of? How did you handle that
situation? Did you convert the sale to another payment
type, or did you lose the sale?"
Kate Gillespie, President and CEO

43