The Best Kept Secret for Handling Brush Off Objections

Don't you just hate those "brush off" objections that seem to derail your selling effort just when you think you've gained a head of steam?

Brush off objections typically occur at the end of your call and leave you wondering because they could be legitimate or they could be a brush off. Do these sound familiar?

"let me think about it,"
"send me something in the mail/e-mail?"
"it's a bit too pricy"
"call me in a couple of weeks"
"sounds great but it's not in the budget right now."

Responding to these objections is a complete and utter waste of time if they are not authentic.  Your attempted response is meaningless if the objection is false. Left alone at their face value, these objections will lengthen your call cycle and leave you frustrated and discouraged. Don't become a victim of these ambiguous and frustrating objections. Take action by using one the best-kept secrets for objection handling.

The "I'm not sure I understand..." Technique

This technique is extremely versatile. You can use it for a large variety of brush off objections and get stunning results. Best of all, it's easy to learn and use because there are only five words:

I'm not sure I understand

This objection handling technique is extremely effective at getting the client to 'open' up and further expand on the objection. By doing so, you are able to determine if the objection is indeed real and genuine or if it is false and hiding something else.  If it is genuine, you can respond accordingly and confidently. If it is false, you can probe until the real and authentic objection rears it's head.

How to Make it Work for You

There are three steps to getting the most out of this objection handling technique.

i. Pause

First, the moment you encounter a brush off objections such as those listed above, pause for a second. The pause creates a silent gap that in turn gets your client listening. It also gives you a moment or two to think about your response.

ii. Apply the Technique

Next, simply say these words,

"I'm not sure I understand..."

Simple, eh? That's all there is to it.

iii. Watch Your Delivery and Tone

Delivery and tone are vital to maximize your results.   The words should be uttered sincerely and with sense of confusion in your voice. In effect, you want to sound surprised or bewildered when the client 'wants to think about it' or 'wants to wait a couple of weeks' or whatever.

Then let silence work its magic. Don't elaborate. Don't speak further. Silence on the phone is perceived as three to six times longer than it really is. In a non face-to-face environment, silence creates a sense of discomfort. Your client will literally itch to fill the void and say something.

Your words, your tone and your silence will work collectively on your client and almost immediately, he'll feel the need to expand on the brush off objection. He will feel the need to justify it or to explain further so that you will better understand. And in doing so, the client will often give you the real reason for the objection or if the objection is indeed authentic, they'll discuss if further.

Whatever the case may be, you now have better and more accurate information by which to gauge your response.

Summary

This technique is truly one of the best-kept secrets.  Master it and you'll get phenomenal results. Good Selling!

How to Overcome “Brush Off” Objections with the 1QQ Techniques

Are you frustrated with prospects that shut you down and brush you off after you’ve finished your opening statement?

You know the type of objection I am talking about: you barely utter your name and the prospect says, “We’re happy with our present supplier,” or “I’m in a meeting,” or “I am busy right now,” or “Just send me something in the mail,” or any number of other brush offs. And just like that, the call is over.

But it doesn’t have to be that way.  You can reduce the impact of brush off objections and speak to more decision makers if you apply a smart little technique called “1 Quick Question” (1QQ).

Brush Off Objections

As the name implies, a brush off objection is a reflexive objection that typically occurs at the beginning of a call. They occur because the prospect was not expecting your call and the automatic response is to toss out an objection.  They do so out of the compelling need to protect themselves “from being sold” and out of the desire to get rid of you as soon as possible. Most tele-sales reps oblige them by lamely mumbling an apology and hanging up.

Sound familiar? Don’t be a victim.

How to Deal With the Brush Off

Three are three steps to dealing with the brush off  objections.

Step #1: Empathize

When you hear a brush off your first step is to empathize with the client. Say something like, “I understand,” or “I appreciate that.”  This does two things. First, it acknowledges the prospect’s objection. It shows you have listened to the remark and that you understand. Second, it buys you a second or two to collect your thoughts and respond.

Step #2: Ignore the Objection

Ignore what you hear. Don’t fall for the objection. It’s a mistruth. You know it’s a brush off and so does the prospect. Responding to the stated objection is therefore a waste of time. So don’t honor it with a retort. Ignore it.

Step #3: Ask “1 Quick Question”

Apply the 1 Quick Question (1QQ) technique. The 1QQ is simply a way to forge ahead with the call before the prospect hangs up. It is extremely easy to apply. Here are some examples to give you a feel for how it works:

Example #1:

Prospect:    “I’m in a meeting right now!”

Rep:        “I understand completely. Just one quick question before I go…”

Example #2:

Prospect:    “I’m happy with our present supplier.”

Rep:        “I’m happy to hear that. Jeff, one quick question if you don’t mind…”

Example #3:

Prospect:    “We don’t need anything right now.”

Rep:        “I appreciate that. Before I go one quick question.”

You can see the pattern. The rep empathizes but does not directly respond to the objection. Instead he uses the 1QQ technique. It works because the majority of prospects realize that they have been a bit dismissive and possibly rude.  By politely asking ‘one quick question’, many prospects feel the need to soften up a bit and give you a quick answer before they terminate the call.

Now here’s the interesting thing. Depending on the nature of your question, one quick question often leads to two or three or more questions. Think of it as a wedge in the door. The better your question, the greater the opportunity to get your prospect to open up further. 

How to Create Your 1QQ

The key to making the 1QQ work for you is your question. Your first step to developing 1QQ is to identify a pain, a problem or a predicament that the prospect typically experiences and that you can solve.  You only have one shot at getting the wedge in the door so your question has to go directly to an issue that is significant to the average prospect.

Developing your 1QQ will take some time and thought but once you have it you’ll be able to use it with virtually every call. So think hard: what is the number one problem your clients experience?

For example, suppose you sell magazine subscriptions to educators that help the teachers plan their curriculum. The problem that many teachers experience is time and it takes to develop new, creative and effective class plans. Here’s one quick question that might work.

“Mr. Gunderson, one quick question before I go: do you find it frustrating and time consuming to prepare a daily curriculum for your classes?”

The second step is to have another question prepared. If possible, create a question that quantifies the problem. For instance, if Gunderson does find it frustrating and time consuming to prepare a daily curriculum your next question might be:

“If I may, roughly how much time do you spend preparing…say, on a daily basis?”

By doing so, the prospect begins to see the magnitude of their problem and may get curious enough to let you continue.

The third step is to pursue your line of questioning, identify the need and proceed as you normally would.

Summary

The 1QQ technique gives you an edge by helping to create an opportunity. While not every client will answer your one quick question some will and that’s the strength of the technique.