Not so simple

Welcome to the secret shopping blog, where we look at the world of mystery shopping and secret shopping.

Sometimes we think a sales process is very simple when we are doing evaluations. In the big picture, this is true. But once a sales person masters the basics, things can get very complicated. Here are some ideas from Robin about handling concerns. Keep in mind that at a certain ppoint, some of the people you are evaluating will get better than your evaluation and you will need to get a step ahead of them again.

HANDLING OBJECTIONS

The word “objections” is used here because it’s the word you’re used to. However, we have learned that the word that best applies to a prospect’s hesitations is “CONCERNS”. Concerns can be in the form of a statement or question. (These should always be handled routinely, as if they are no big deal-and as if we are prepared).

The following are concern handlers. The first one refers to all concerns and the rest refer to a more specific concern.

1. Use how other clients have overcame the concern this client brings up. (For example, “we have no climate controlled units that are large enough”). Ask them to isolate what needs to be climate controlled and what items don’t. Then you can put them in a standard unit for part of thier belongings and a climate control unit for just a few things. Problem Solved! Plus, you probably saved them money.

If it is a price issue for someone who’s trying to sell their home and wants to move stuff out so that their home looks larger; ask them which is the better value, having their home on the market 6 months longer because it looks small… Or, selling it in a couple of months because it looks spacious. These are our chances to customize the product to fit their needs.

2. Don’t assume a price concern brought up by this client is the same as the last. Explore. Ask them what they expected and why (again customize).
• If you have a smaller unit their belongings will fit into and the price is in their initial range, you’re a hero.
• If they have found the same size at another company for a lower price, STRESS BENEFITS. Find something they liked and point out to them how much more important VALUE is over cost. Would you rather buy an umbrella for $5 that blows apart in the first rainstorm, or spend $15 for an umbrella that lasts for years?
3. “I’ll have to think about it”, or “I’m just shopping”, “I need to speak with my husband”, Etc.
“Well Mr. Client, as I was telling you this I realized I might have put too much emphasis on the security features and didn’t mention our extensive line of moving supplies. Or even the fact that there are no deposits required.”

This gives the client a chance to tell you what’s really holding them back and we get another chance to meet their concerns. It’s a good time to give them an example of a “Success Story” we’ve had with another client.

Final Closing Tips
The entire phone call SHOULD NOT be one long opportunity to close. Remember that you’re trying to find something in common with them.

Listen to them; let them help you to know what they need. Meet Their Needs!

When there is resistance, let them know you understand their hesitation. “But a lot of folks felt this way at first. Before they learned how secure our site is, about the free rental on a truck, etc.”

At the end if they still won’t give their credit card, express concern that you might have mis-handled the conversation and isolate good points.

These tips apply no matter what your are selling or promoting. How would you customize your evaluations to test and evaluate more advanced selling pratices?

bye for now, Tron

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Disclamer: This entry is intended to promote our partner StorageMart and some or all participants received compensation.