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Every salesperson whether selling a product or an idea must deal with objections. Most sales training focuses on how to overcome them. In the first in a series of articles, Contributing Editor Richard Brooke, one of Network Marketings true masters, shows us a whole new way to look at and work with objections. Rather than seeking to overcome them, Richard reveals a way to turn them into win2 opportunities for everyone by listening through them. Heres what its all about. The key to having distributors stay in your organization is to get them to the benchmark of a $300 commission check as quickly as possible ideally within three to six months. Your training, goal-setting and strategy should be focused on that first all-important benchmark. "Listening Through Objections means that instead of overcoming objections by defending against them, you eliminate them by being open to them. You embrace them. You encourage the other person to bring them out in the open. And you do this by listening. In a very real sense, you as the salesperson champion the objection. This is an active process. More than being merely receptive to the objection, you actively help it to be expressed fully with all the emotion that gives it its charge. In traditional sales, were trained to deflect objections, to turn them back against the person, to prove with ration and reason that the objection is false. And we may defeat the objection successfully but this leaves in place the feelings associated with it. In fact, it increases the emotional charge. We overcome it with logic and weve made the other person wrong. We invalidate him or her and end up, in effect, calling the person a liar! Hardly the way to win friends and influence people. Objections Are Emotional When you use reason and logic to deal with an objection, youll fail nine out of 10 times. Why? Because 90 percent of all objections are emotional in nature. The argumentative approach of overcoming objections brings out a persons defenses. The emotional component isnt being honored. Its life is threatened. It fights back. When your logic overpowers it, it lies down and plays dead. And watch out! later, when you are gone and the threat is removed, it will spring back to life, more determined than ever! This phenomenon is known as buyers remorse, or having second thoughts, and its responsible for the anxiety and doubt people experience after making a decision. And all simply because they were not heard. What is it that wants to be heard? The emotion the anger, frustration, disappointment, or fear. Until it is purged, there is no chance for the other person to make a complete choice about your offer. They simply cannot hear you. The emotional voice inside their head is too loud. How To Lose By Winning You may win the battle of words when you overcome an objection, but you will never change the other persons point of view. So another objection pops up and then another, and another. I dont have time, becomes, I dont have the money, then, Im no good at selling, and on it goes. The emotion simply takes a new form and it will keep doing so until it is heard and allowed to express itself. You may even successfully get somebody to buy your product or sign the distributor application. But it wont last. Merchandise will be returned...the product wont work as they expected...or theyll quit the business theyll find a good reason Network Marketing doesnt work for them. Theres no commitment, because they havent truly been heard. Says author Robert Fritz, Any relationship built on manipulation is doomed to fail. It may take time, but you can count on it. Look at the number of talented, capable people who fail at MLM for no apparent reason. Only when the emotion has exhausted itself by your listening through the objection will it dissolve and be eliminated. Only when the objection the whole objection, not just its words is expressed will the opportunity occur for your prospect to arrive at making a committed choice. Only when the objection the whole objection, not just its words is expressed will the opportunity occur for your customer or prospect to arrive at making a committed choice. Rule #1: Dont Buy The Objection The truth about objections is theyre not true. I dont have time to do this, Im too busy... its not true! Yet most salespeople make the mistake of buying into those words. And if you believe that the speaker believes that he or she doesnt have any time, you have to go to work changing their belief. Good luck! The hardest thing in the world to change is someones mind. Theres a better way. When youre listening through objections and someone says, I dont have the time (or money or whatever), youll know not only that this isnt true for you but that its not true for them either. What is the truth? Rule #2: Listen to What Isnt Being Said Heres what youll hear: frustration, anger, disappointment, fear. Thats the truth. Its clear this person is overwhelmed! They have more to do than they think they can ever do. The issue is not, When am I going to find time on top of everything else... to build a Network Marketing business. The real issue is that the person wants somebody anybody to hear how frustrated they are about time! So, listen. What you will create is a rapport between the two of you, a safe space where truth can be spoken and heard. You havent attacked their objection head on, so youre not someone to defend against which is what most salespeople end up becoming. Instead, there will be trust, communion, a connection, respect, admiration. In any relationship especially sales and sponsorship it doesnt get any better than that! Rule #3: The 10 Percent Solution So, after I listen through the objection, whats left? what about the 10 percent that is logical? Most of the time, after youve listened completely through the objection, there wont be anything left. If there is if there really are, for example, some time or money constraints its no longer an emotionally charged issue. You can deal with it. You can have a conversation with the person about managing his or her actions in time, about setting priorities and planning. That makes you that persons partner. And that is the perfect thing for a distributor or potential sponsor to be. A Process For Listening Through Objections Step #1 Embrace The Objection. Love it. Have it be exciting. Look forward to it. If you come from I dont want to hear this or defensiveness, youre thrown into being argumentative. Youll have to push people, and when you do, theyll push back. Instead, as in the martial art of Aikido, you simply redirect your opponents energy. You remain centered while they fall forward to the mat. Step #2 is to welcome the objection. Step #3 Define The Objection. Make sure that you and your customer or prospect are speaking then Ive got to take my daughter to daycare..., you can add, And you have to pick her up in the afternoon, too. Again, help them fully express their feelings. Dont step over anything. Make sure that you and your customer or prospect are speaking the same language. Step #4 Purge The Emotion. If youve got a sense that the person is leaving something unsaid, point that out and help them say it. For example: if someone has objected by saying, Is this like Amway?, theres a chance theyve had a personal experience. Ask them about that. Ask if anyone else they know had a similar experience. Ask what that means to them how they felt about it, what bothers them most. Encourage every negative emotion to pour out fully, exhausting their supply. How will you know when thats happened? Complete The Objection Process Most of the time, youll know its complete because the person will change their state of being. Youll see a dramatic shift in the persons facial expression, their body language. Theyll breathe a sigh of relief, put their arms behind their head, and relax deeper into the chair, and youll notice a clear sense of peace or contentment in the room that wasnt there before. Many times, people will simply laugh out loud. Being fully heard has a dramatic effect on most everybody. Listening through objections is not easy. For most of us, it requires a 180° shift from how we have been taught to do things. And, the impact it will have as you begin to master it both on your business building efforts and on your life as well will be one of the most positive and profound you can imagine. Influencing with integrity is a high art. When you do it well, you will be a Master artist. And in MLM, Master artists dont have to wait til after theyre dead for their work to be worth millions!
Influencing,With,Integrity,Eve