Hug It Out, Not Slug It Out - Communication Tips

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Information about Hug It Out, Not Slug It Out - Communication Tips

Published on June 21, 2008

Author: kens411


Slide 1: Confident Conversation. Solution Selling. Dissolving Concerns, Objections & Misunderstandings Hug It Out Don’t Slug It Out 27H. Communication Strategies : 6/21/2008 2 27H. Communication Strategies OBJECTIONS and CUSTOMER CONCERNS are a fact of life in any sales situation. No problem, no worries. The key todelighted client, satisfying relationships and success for all, will be directly related to your ability to discover, understand and satisfactorily answer the client’s questions and concerns. To begin with, let’s eliminate the word objection from our vocabulary and replace it with the words QUESTION or CONCERN. When a client expresses a concern or asks a question, it is a GOOD THING. This is an indication that the client is interested enough in what you have to say/offer to ask for more information. Simply stated, questions and concerns are requests for more information or clarification…the client does not perceive their needs as having been satisfied. Sales people generally tend to fear questions and concerns because they see them as road blocks to a successful sale and or a form of rejection. In reality, the concern is not the road block, fear is the road block. Fear stems from these three areas: 1. A history of lost sales due to poor prior performance. 2. A lack of product knowledge or preparation. 3. Undeveloped communication skills Solution selling, developing your product knowledge and honing your communication skills and strategies will allow you to effectively deal with concerns and questions with confidence and as a result the client will have their needs met…everyone wins. Definition of a customer CONCERN: Misunderstanding: The client does not understand the facts and or perceives that the feature doesn't satisfy their needs. Condition: The client understands it, it’s not what they want. Stall: The want to move forward, however, they are hesitant to take action, want to delay and have difficulty making decisions. A happy person is not a person in a certain set of circumstances, but rather a person with a certain set of attitudes.Hugh Downs Communication Strategies(Continued) : 6/21/2008 3 Communication Strategies(Continued) When to handle objections 1. Before they come up. 2. When they come up. 3. Later on at a more appropriate time. 4. Never. Guidelines For dealing with customer questions and concerns: Be positive. A question asked by a client is really a request for more information and an indication they are interested in your product/service. This is GOOD! Body language is ultra important. Do not physically back away when the client asks a question or voices a concern. Smile, uncross your arms and proceed. Listen carefully to the entire question before you answer. The client may be asking a multi-part question or a series of questions. If you rush to answer the question too quickly you may only answer the first in the series. Be sure you understand the question...before you answer. Ask questions for clarification, then rephrase the customer’s question and repeat it back to the customer for confirmation. Do not judge the question. The question may be the same one you have heard and answered 100 times, but, it is the first time the client has heard the answer. All questions are important to the client, even the ones you think are stupid or painfully obvious. Do not use buzz words. You are familiar with the subject, the client is not. The use of buzz words can confuse the client and in many cases he or she will withdraw without having their question answered. Talk to both/all you answer the questions. You never know which one is really asking the question and each party is equally important. Avoid contradicting a customer. Some questions are asked in the form of a statement. When this happens, be sure to restate the question, ask appropriate “probing questions” to clarify the question and then answer the question. Use visuals whenever possible. Third party proof is very effective because if it is not a verbal statement from you, it is a factual statement from a neutral third party. Also, use a pen and paper to graphically illustrate and answer questions and concerns when appropriate. Communication Strategies (Continued) : 6/21/2008 4 Communication Strategies (Continued) The four step strategy for handling a customer “CONCERN” Understanding: Ask questions to clarify and determine if the concern is a “misunderstanding”, “stall” or “condition”. First, restate the question to be sure you heard them correctly, then ask probing/follow-up questions to gain understanding. Examples: I can appreciate your concern about XXX, can you describe how XYZ would be a disadvantage. I appreciate how you feel…tell me more about how… Explain that...... Elaborate on that..... What else…Describe how.... How do you feel that.... What do you feel…How would that.... Explain how.... Tell me more about... 2. Isolate the concern: Is there anything else about XXX that you are concerned about? 3. Present your answer/solution: Make your presentation in a conversational, educational manner. 4. Agreement/understanding: Conclude your presentation by asking them if you have answered their question satisfactorily. Avoid saying, “do you understand what I'm saying?” Instead ask, “have I explained this clearly?” Or have I clarified this point to your satisfaction?” Or “does my answer to your question make sense to you?” Silent gratitude isn’t much use to anyone.Gladys Browyn Stern Common Concerns… : 6/21/2008 5 Common Concerns… Sellers I see more XYZ signs than yours. Jane High Heels will list if for less. XYZ sells more homes that you do. John Doe does more business than you. Mary Smith has more experience than you. I see xyz’s ads in The Villager a lot more than yours. XYZ will list my house for less money. XYZ says they have a buyer already. XYZ said they could sell it for XXXXX dollars more. Buyers We don’t want to sign the Buyers Rep. Agreement Slide 6: 6/21/2008 6 Tell US…. What Commission Do YOU CHARGE? Slide 7: 6/21/2008 7 Q: What commission do you charge? Answer:Our Marketing Fee is 3%. This fee includes massive broadcast internet marketing, targeted advertising, and all the selling services required to get your property SOLD for Top Dollar and in a time frame that works best for you. We manage, coordinate and orchestrate the entire process from day one through a successful and trouble free closing. When we advertise your property in the Multiple Listing Service, we will be competing with sellers who are offering agents working with qualified buyers a 3% commission…we will also compete with New Home Builders who pay a 3% commission as well as the occasional bonus. We recommend that our selling clients offer a 3% selling commission as well. Of course, we only get paid for a successful outcome…there are no upfront fees and we offer a guarantee. Slide 8: 6/21/2008 8 Confident Persuasion Seductive Odd Angle Conversation Speak Your Way To Perpetual Payoff Bridges ~ Portals ~ Unique Selling Propositions Slide 9: 6/21/2008 9 Unique Selling Proposition - SELLER Transitional Bridge ~ Conversational Portal You: Would you be open minded to fresh ideas that would help sell your property for more money, save you time and eliminate all the hassles and wicked surprises? Or if you hear a commission related blast… Listen…I hear you. I’m like you and everyone else…nobody wants to over pay for anything. We’ve all been promised the moon and what we got was a fist full of air, broken promises and mealy mouth excuses. ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~ Let me propose this idea. Let’s meet and I’ll share my uniquely tailored world wide marketing plan with you. I’ll share advanced, top tier, ultra effective marketing, advertising, merchandising strategies that will broadcast-blast your property information to the far corners of the world…viewable electronically in digital full high-impact Technicolor, locally, regionally, nationally and globally ~ maybe even galactilly if any aliens are picking up our signals. These critical broadcast factors effect the sales price…your net bottom line proceeds…thin and weak marketing = meager and stunted net proceeds, thick, powerful and persuasive marketing = more money for you. Slide 10: 6/21/2008 10 Unique Selling Proposition - SELLER Transitional Bridge ~ Conversational Portal Continued… Also, briefly or in as much detail as you like, I will share how we communicate, manage and lead all the various role players in transaction…for example, the co-op brokers, mortgage lenders, home owner’s insurance, mortgage appraisers, title insurance, property inspectors, survey people, home warranty details and others. Keeping you informed every step of the way, insuring that all the big and fine details are handled in a timely fashion…all leading to a stress free closing and trouble free receipt of funds. More convenience, ease and safety for you and yours…it’s all guaranteed. At the conclusion of our meeting if your feel I’m the right person for the job…that I can get you home SOLD for more money with less hassle and stress…then you’ll hire me. That would be exciting. If not, then you won’t…no worries…I’ll wish you well, our meeting is complimentary and some of the gems/bright ideas I share with you will help you sell your home for more money no matter who you choose. Can you see any disadvantage to our getting together on that basis? Slide 11: 6/21/2008 11 Unique Selling Proposition - Buyer Transitional Bridge ~ Conversational Portal You: Sounds to me like you’re looking for something special?Let me propose this…The reason it’s hard to find that special house is when HOT new listing inventory tumbles onto the market…I’m talking about homes that are priced great, show fantastic, stunning curb appeal, lush landscaping, fabulous floor plans and perfect location. Homes that really shine and sparkle, often sell in a couple of days, if not the first day. These homes never show up in an ad, open house, even the internet…they sell too fast. These homes are sold by fast acting, eagle eyed Realtors who monitor the market and notify their preferred clients as soon as something appears on the market. I have a computerized market monitor program that rushes me via email, auto-notification when HOT new listings hit the market. My question is, when a HOT new listing hits the market and it matches your specific criteria, would you like detailed information rushed to you via email? Then you’d be the person with insider information, knowing what’s available before the masses. It’s pretty simple, free and no hassles…all I need is a couple of quick minutes to better understand what you’re looking for…then I’ll have the information I need to program my Homefinder Software and bada-bing-bada-boom, you’re poised to WIN. Is this free service something you could benefit from? Can you see any disadvantage to knowing about HOT properties before anyone else? Slide 12: 6/21/2008 12 Unique Selling Proposition - Transition Phrases Let me propose this… Would you be open minded…. Would you be offended… In your opinion do you feel…. Can we work together on that basis… Can you see any disadvantage to..

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