THE 3-STEP FORMULA TO HELPING CUSTOMERS

OVERCOME THEIR OWN CONCERNS

Here is the 3 Step Formula to helping prospects/customers overcome their own concerns:

1. CLARIFY
2. DISCUSS
3. DIFFUSE

Let’s take a closer look at each of these steps.

STEP 1: CLARIFY

First, we have to understand exactly what their concern is, and why they have the concern - what’s behind it.

Most salespeople just assume they know and they go into objection handling mode, and never ask. Then what usually happens? They lose the sale.

You’ve heard this concern before from other prospects, so you start rattling off a “rebuttal” that you might of been taught.

I want you to stop doing that.

Now let’s find out what is behind their concern so we can help them resolve it.

Here are some sales Clarifying Questions to ask:

• When you say … (repeat back what they said) what do you mean by that?

• When you say … (repeat back what they said) how do you mean by that?

• Why do you ask that?

• I’m curious why do you feel this way?

• Can I ask where you got that information from?