MLM Training - How to Handle Questions & Objections
Please note that this discussion on handling questions and
objections only deals with those that come up during an invite
call - as in the first time you talk to a prospect and are
inviting them to look at your MLM business.
Let's start off with defining what "Handle Questions and
Objections" mean.
Definition: Handle - to deal with effectively (there are a lot
of replies out there, but they don't handle the question or
objection)
Definition: Questions - something asked
Definition: Objections - expressed or unexpressed opposition (to
be against or resistant to).
Purpose: The purpose of Handling Questions and Objections is to
get the prospect beyond their question(s) and or opposition(s)
which are currently stopping them from attaining what they've
stated they need, want or don't want.
When your prospect doesn't want to do what you've asked them to
do, he/she has an unresolved question and/or objection. There
are two kinds of questions and/or objections:
Expressed - when your prospect expresses a question or
objection - be very thankful! It's one you don't have to DIG UP!
Unexpressed - when your prospect withholds their
questions or objection. Your job is to locate and remove the
unexpressed questions and objections.
These questions and objections whether expressed or unexpressed
can stop and ARE stopping your prospect from getting what he/she
has stated (during the Qualify step) they want (more money, work
from home, etc). So you need to effectively handle these.
There is a formula for handling questions and objections. The
reason a formula is necessary is so you do all the necessary
steps to effectively handle the objection. If you just "give
the reply," you can miss all the other necessary steps to HANDLE
the question or objection and worse - you can upset or give
extra strength to their objection. Many, many times I've seen
the objection fizzle to nothing just by properly doing the first
three steps of the formula.
Questions & Objections Formula
#1. Listen completely through the question/objection.
Purpose: So you are sure you get the correct objection and to
respect the prospect's right to communicate a full thought
without you feeling your thought is more important.
#2. Confirm understanding. Purpose: So that you handle the real
objection or question! Example: Prospect: Is this sales?
Networker: I want to make sure I fully understand your question.
Could you clarify what you mean by, "sales?"
Prospect: Would I have to go out and sale products door to door?
Networker: Oh, now I understand. Thank you for clarifying that.
Are you looking for this type of sales? (further clarification)
Prospect: Absolutely not.
#3. Make the question or objection valid, but don't agree with
the objection. Use the same or slightly less intensity.
Definition 1: When you make a question or objection valid, you
make it important. Purpose: You want to make the objection
important because it's important to the prospect. Making it
important doesn't mean you also have to agree with it. If you
agree with it, you will give it extra strength. This is not the
desired effect. You want them to know that you heard them and
that you understand their concern.
Definition 2: Intensity is the volume and animation you use.
Using similar intensity helps you communicate better with your
prospect. If your prospect is very animated about something and
you sit there like a stump - your level of communication will
lessen. Conversely, if you're very animated and your prospect is
subdued, the same non-optimum effect occurs.
CORRECT: I completely understand your concern. (Made objection
important without agreeing with it)
INCORRECT: I feel (felt) the same way... (This is incorrect
because you agreed with objection)
INCORRECT: Oh! I totally agree! I would NEVER go door to door -
are you kidding me - that is so below me! (This is incorrect
because you agreed with objection and used too much intensity)
#4. Handle or facilitate handling Questions and/or Objections.
The purpose of handling questions and objections is to get the
prospect past the concerns that stop him/her from getting what
they've stated they need and/or want. The most effective way to
handle objections is to get the prospect to create a solution to
their own objections. CORRECT: In the past there have been
people to use the door to door method to find prospects, but
there are many ways to locate interested prospects. What methods
of prospecting do you feel comfortable with?
Prospect: Well, I wouldn't mind mailing out post cards. I also
like running newspaper advertisements. Networker: Good, both of
those can be effective ways to find prospects.
See, the networker is not "handling" the objection; he/she is
facilitating the prospect to handle their own objection. The key
is to ask questions that lead the prospect to the solution. If
you say it - it can be challenged. If the prospect says it - it
must be true.
NOTE: Do not move to the complete and return to previous step
until you are certain the objection(s) is handled.
#5. Complete and Return to Previous Step Definition: The
"Complete and Return to Previous Step" completes the
conversation about the question or objection and moves prospect
and networker to the step of the Inviting Formula they were on
prior to the question or objection.
Example: Thanks for bringing that up. Now that I know a tad bit
more about you, tell me, you sound like you've had experience in
marketing - is that correct? (Moving prospect and networker back
to Qualify step - which is where on the Inviting Formula they
where when the Question arose.)
Prospect: Yeah I've been doing it my whole adult life
Networker: that's great - so you understand that marketing is,
"How you find the customer?"
Prospect: Absolutely - companies couldn't exist without
marketing.
Networker: Since you know that, have you ever thought about
marketing for your own business?
It's very important that you get good at using this formula.
See, when you take the responsibility of prospecting someone you
are agreeing to become their teammate, a teammate that will help
their mate get over the obstacles that stop them from making a
lot of money. If they could have done it on their own... they
would have. They need you. They put this "objection" in their
way of wealth. You, being a good teammate, help get them beyond
this obstacle. The formula I've given you above will accomplish
that.
Thanks for reading this newsletter - I hope it'll help you.
Tim Sales
www.brilliantexchange.com
www.mlmbrilliance.com
www.professionalinviter
.com
www.timsalesnewsletter.c
om
The article above makes reference to the "Inviting Formula" and
"Professional Inviter," - a CD training series that teaches
network marketers how to say the right thing to every prospect.
In this set, you eavesdrop into Tim's live prospecting calls and
hear exactly what he says to prospects to get them interested in
his MLM business. Listen to a sample live prospecting call by
going to www.professionalinviter
.com
About Tim: In 1989, near the end of an 11-year tour with the US
Navy Underwater Bomb Squad Team, Tim answered an ad in the
Washington Post newspaper that led him to his first and only
network marketing company. Five years later his network
marketing income rose to over $150,000 per month with over
56,000 people in his organization. His most noted contribution
to the Network Marketing Industry is the "Brilliant
Compensation" presentation and he is a highly respected mentor
and trainer for the entire MLM industry. Be sure to get his free
monthly MLM training newsletter, filled with the practical and
proven strategies Tim used to successfully build a downline of
56,000 people around the globe. Get the newsletter and have the
first issue sent immediately to you by going to www.brilliantexchange.com