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Inspiration

Objections, an MLS's The steps are the same regardless of the objection; they also
apply to the payments world, Fortney added.
best friend? The steps are simple, but following them is not always

easy. It helps to cultivate qualities that will lead to
relaxed, productive discussions rather than uncomfortable
ow do you feel about objections? Some expe- confrontations. In "Negotiate to get your way," The Green
rienced merchant level salespeople (MLSs) Sheet, June 22, 2009, issue 09:06:02, Vicki M. Daughdrill
believe objections are the salesperson's best pointed out that overcoming objections and closing sales
H friend. "Although this may sound a little ridicu- requires sharp negotiating skills. She listed the following
lous, they point out that until you know what's keeping a qualities shared by top negotiators: a great attitude, open-
prospect from buying, you can't bring up the right benefits minded fair approach, excellent communication ability,
and proofs to minimize the resistance and lead the way to superior organization and attention to detail, focus and
the sale," wrote Paul H. Green in Good Selling! SM: The Basics. ability to be engaged, and ability to manage stress.
Indeed, what will motivate a prospect to buy from you is Fortney also noted that objections fall into many categories,
rarely obvious. "Less experienced sales representatives and understanding these categories helps MLSs respond
often think that it is simply a question of price," Green effectively. He first discussed reactionary objections, which
wrote. "The truth of the matter is that price is seldom the are responses to questions or statements that trigger a
stumbling block to closing a sale. Generally, the cause is the merchant's buttons in a negative way.
prospect's resistance to being forced to make a decision."
"Unlike other objections, a reactionary objection can be
Handling objections effectively can be the key to overcoming avoided, as long as you're conscious about what you say and
this resistance. So, how do you go from viewing objections do," he wrote. "Recognize what upsets merchants and avoid
as stumbling blocks to embracing them as your route to that situation." If you know the common statements that
riches? frustrate merchants, he added, you won't have reactionary
objections to address. Other common types of objections
"Merchants may give you many reasons that sound like involve delaying tactics, avoidance and being contrarian.
rejections, but often they are not voicing true objections," And they can all be addressed by applying LREA flexibly
Jeff Fortney wrote in "The secrets to overcoming objections," to suit each situation.
The Green Sheet, Aug. 13, 2012, issue 12:08:01. "The same is
true for straightforward no answers. It's important to remember that in the course of handling
objections and finding your prospect's Achilles' heel, it is
"A yes is obviously not an objection, unless it's followed by never appropriate to make false claims or promise more
the word "but"; then it's what comes after that one little word than you can deliver. You don't need to sign every deal. In
that you need to be concerned about. Each sales trainer will the long run, having honest, revealing conversations about
provide the following steps for handling objections (dubbed objections is what will lead to your success.
LREA for the first letter of each step):
• Listen
• Repeat the objection
• Explore
• Answer Kate Gillespie, President and CEO

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