Exclusivefocus Summer 2012.pdf - National Association of ...

Step 2 - Feed it back for clarificationFeeding the objection back in the formof a question provides your prospect an opportunityto expand upon their concern.For example, if your prospect said theydon’t have the money in their budget, youwould simply feed it back in a nonjudgmentalway by saying; “You don’t have themoney in your budget?” This techniquegreatly reduces the perception of pressure.By giving your prospect the opportunity toexplain their statement, they will frequentlyanswer their own objection. Another goodreason to clarify the objection is to makecertain you are addressing their exact concernand not inadvertently creating a newone. Some objections are of greater importanceto your prospect than others. A prospectwill often use insignificant objectionsin an attempt to stall or delay the closingsequence. After you have clarified the objection,ask your prospect how importantthat concern is to them. After all, not everyobjection is really important.Step 3 - Answer the objection and“Touch Close” the SaleWhen addressing an objection try tostay big picture, but be prepared to providedetails upon request. Use graphs,charts, numbers, and/or testimonials ifthe big picture approach isn’t effective.During this important step, pay particularattention to your prospect’s bodylanguage gestures. Once your prospectagrees that their objection has been resolved,let them watch you cross it offyour list. Continue this deliberate processuntil each and every objection hasbeen resolved. Complete this step byasking, “At this point can you think ofanything else that might keep you fromgoing ahead with this purchase today?” Ifthey say no, proceed with confidence tothe final step and ask them for the order.Step 4 - Ask for the Orderand Expect a DecisionTransition into this step by saying,“Bob and Mary, am I correct in sayingthat it appears you both have convincedyourselves in the merits of this purchase?”If you sense the least bit of hesitation, excuseyourself by saying, “Bob and Mary,I can tell that you need a moment to discussthis information in private, so I amgoing to get a cup of coffee and give youtime to make your decision.” This techniquedramatically reduces the likelihoodof your prospect taking the informationhome to “think about it.” Keep in mindthat you may have to ask for the orderseveral times before you get the sale; somake sure to vary your closing questions.The key to overcoming objections andclosing the sale is to remain professionaland be persistent without becoming argumentativeor defensive. Knowing howto effectively address your prospect’s objectionsbrings you closer to their finalquestion, “Where do I sign?” EfJohn Boe presents a wide variety of motivationaland sales-oriented keynotes andseminar programs for sales meetings andconventions. John is a nationally recognizedsales trainer and business motivationalspeaker with an impeccable track record inthe meeting industry. To learn more, visitwww.johnboe.com or call 937-299-9001.Free Newsletter available on website.Reporting “Questionable Business Practices” to AllstateNAPAA receives many inquires from agents who call to complain about unethical conduct by other agents. Itseems unethical behavior is becoming more commonplace, which is why it is up to the agency force to policeitself. And reporting bad behavior is easy and will help protect our rates. Following are selected excerpts fromthe www.AlertLine.com website, operated by Global Compliance, a third-party provider contracted by Allstate.“The Allstate i-Report process is designed to allow employees and non-employees to report potential compliance,unethical business practices and/or raise business issues.”“The Allstate i-Report Process is based on these principles:• Fairness: Every concern will receive individual consideration and be evaluated consistent with the commitmentof Allstate to the employees.• Promptness: Concerns will be promptly directed to areas within the company that have the authority andresponsibility to review, investigate and resolve the issues.• Safety: Concerns can be voiced without fear of retaliation.• Confidentiality: Concerns will be kept confidential. Information will be disclosed only to those who needto know in order to review, investigate and respond to your concern.”“Global Compliance Services (“GCS”), pursuant to an agreement between its clients, provides a website tocollect from employees and others wishing to report information. This information includes but is not limited toallegations of misconduct, questionable business practices, violations of a company’s code of conduct or otherevents and behavior which may result in harm, injury or liability. The information collected and submitted is forwarded,without review or modification by GCS, to the client’s designated contacts.”To file a report, agents should go to www.AlertLine.com or call 800.427.9389.Summer 2012 Exclusivefocus — 45