Understanding Objection Language (What is the customer really saying is what matters because this is what objections really come down to.) 1. First of all, understand that 70% of in person sales come from interested clients. Don t get to worked up about people that are not interested. Don t feel like the most important thing is knowing how to handle all the objections we will discuss. The most important thing is getting clients interested at the beginning and then keeping them interested. 2. Your primary goal is to make more clients interested initially not to get them switched back over from being disinterested. 3. Understand that a lot of the objections you get out in the field can be avoided by the opening that you use, your presentation, the way you walk in, etc. ( Your real goal is to try to avoid objections altogether.) 4. This is because objections are usually saying one or both of: I don t trust you. I don t like you. 5. This may not be your fault, but it becomes your problem. This is the core objection that you have to overcome. 6. Realize also that objections are usually a way for a client to validate their first impression of you. 7. Understand the importance of appearance, facial expressions and non verbal communication. You may be saying things the right way but without the correct non verbal communication. The tone of your voice, the way that you look, and the confidence that you show when you walk into a business are very important. 8. Track your responses to gain understanding. You have to track the real numbers and be honest with yourself. If you do so it actually isn t depressing but invigorating. If you are saying, well, I can t be helped. 1. Someone could make sales in your market. Understand you can succeed. There are agents that are doing it. Understand there is something you must change. There is a way you can adjust that will produce results. In business you have to look at yourself. If you don t believe you can succeed in the industry that your in then your not going to. Be so careful when you go over these objections and rebuttals that you don t get to the place that you are waiting for someone to tell you no. It is possible to make sales without getting objections, if the business owners are interested. How do you accomplish this? By offering them savings and presenting yourself the right way by having a presentation memorized that avoids a lot of objections.
You will get objections, but when you pitch to a business owner don t expect him/her not to be interested or give you an objection. And let the objections surprise you a little bit. Just because you have the rebuttal memorized, try to show you are concerned and understand what their real issue is. Don t just Boom, boom, boom I know the answer to all these objections. Just because you memorized the rebuttal doesn t mean you are going to get a positive result. If you give a rebuttal that makes them feel like you hear that rebuttal all day long, it is just going to confirm what they were thinking. You should be able to get to the point where you expect people to tell you yes. Now does everybody tell you yes? Of course not. A lot of people are not interested and you are not going to be able to sell everybody. But you are going to want to be prepared for the people that do say yes. (Everyone of these objections was received from an agent). Objections and Rebuttals Non-Essential Objections Objection: My friend or family member is my agent for my merchant account. Rebuttal: So you feel it would be a betrayal of that relationship to switch to another vendor even if we can offer significant savings? 90% of people are going to answer this question yes. If they do, say something like, Okay, that s fine. Here is my card, if they ever get out of the business and you need a provider, give me a call. Thank you so much. Have a great day! Second Objection We have a friend who manages our merchant services. He does it part time. Rebuttal: So you feel it would be a betrayal of that relationship to switch to another vendor even if we can offer significant savings? Vendor: What kind of savings are we talking about? ( Be careful to evaluate the status of the relationship.) Third Objection We have a friend who manages our merchant services. He does it part-time. Rebuttal: So you feel it would be a betrayal of that relationship to switch to another vendor even if we can offer significant savings?
Objection: The most common objection is the three year contract, almost nobody is willing to sign such a contract; since the bonuses are prerequisite to a three year contract, I assume there are no more bonuses. Rebuttal: We do not sell three year agreements. All up front Bonuses and free equipment are included with no 3 year agreement and no early termination fee. Objection: The long application has a lot of questions, the merchants are wary to disclose such information. Rebuttal: This is a presentation flow issue. Learn the little tricks and tips that make the difference here. Obviously the problem is not that the merchants are afraid to sign the documents, it is with the presentation flow. You have to learn to go through the paperwork in the right order. If you are having trouble: Explain to the business owner that they are signing a month-to-month agreement. Go onto http://ccsalestraining.com Create a free account there. You will see in our training the closing and presentation stage in the sales training course. Watch the videos on that and you will be walked through some tips and tricks on how to help people get through the paperwork easily and to flow through it. Objection: I don t understand the fees, other companies are offering cheaper prices. Rebuttal: This is a presentation issue. Go back to the cost analysis and start working through it. I Don t Want to Switch Objection: It is too much of a hassle to change, I have had two or three processors and I just don t want to change Rebuttal: So you feel changing would be an inconvenience you don t want to deal with right now? Objection: I just signed a new contract for 3 years at a good rate. Rebuttal: If you were to cancel early there would an early termination fee right? With my program we have a month to month agreement with no early termination fee. Objection: You guys are all the same. You ll change me over and I ll have nothing but trouble and I won t be able to get a hold of anybody to get help. Rebuttal: Did the last processor you have make you sign a three year contract? I offer month to month agreements. Objection: I never had a problem with my current provider, I m not interested.
Rebuttal: That is great! That is good to hear because you mostly hear about the people who are unsatisfied and unhappy with their credit card processor. Do you have a local independent services provider, who services your account, or is it a big company? Objection: I have great rates and no reason to switch Rebuttal: That is great! That is good to hear because you mostly hear about the people who are unsatisfied and unhappy with their credit card processor. Do you have a local independent services provider, who services your account, or is it a big company? Objection: Too much trouble to switch, the last time we switched it was a nightmare, they didn t do what they said. Rebuttal: Awe I am sorry to hear that, that would be bad on me and my company, explain to me what happened. (They love to complain to you about your industry. Listen to them explain their bad situation). Objection: Everybody claims to save me money, and I ve already got the best deal. Rebuttal: Point out the free equipment and three year agreement. See if you can set yourself apart with that. Objection: We re not looking to switch till the first of the year. Rebuttal: Immediately agree with them. They are saying you can give them an estimate, just not till the beginning of the year. Since I m here, can I go ahead and give you the free cost analysis. Then when it comes at the beginning of the year when you re ready to get bids my bid is already submitted Objection: All processors are the same, I m sick of you guys! Rebuttal: Awe I am sorry to hear that, that would be bad on me and my company, explain to me what happened. (They love to complain to you about your industry. Listen to them explain their bad situation). Objection: How can you save me money from other processors? (buyer Sign) Rebuttal: (this is not really an objection it is a buyer sign). The person is already thinking about changing processors. So you can obviously tell them about saving their money Objection: It all ends up the same in the end Rebuttal: Awe I am sorry to hear that, that would be bad on me and my company, explain to me what happened. (They love to complain to you about your industry. Listen to them explain their bad situation).
Objection: I ve been burnt too many times in the past. Rebuttal: Awe I am sorry to hear that, that would be bad on me and my company, explain to me what happened. (They love to complain to you about your industry. Listen to them explain their bad situation). I am with my local bank Objection: I go through my bank. They take care of all my business needs. Rebuttal: You are really just dealing with a big credit card processing company. (Explain to them how the system really works). *Educate, Educate, Educate!!! *After the client understands reality and they trust you, they will be willing to do business. Don t try to sell them right away. Just try to get their cost analysis. If you do so, you can eliminate a lot of questions because you can prove to them how you can save them money. Objection: The main reason is they are happy with their bank or they don t want to switch credit card processors. In talking with them, I can tell that they are much more educated on the industry and have already been contacted several times. Rebuttal: *First of all, they are not that educated about the industry, they just think they are. Ask them some tough questions like, what is your current effective rate? or have you considered Interchange Plus Pricing? *They have been contacted a lot of times for sure! *I wonder how happy they really are? Is it a matter of happiness or avoiding risk? Ask them, have you referred a lot of your friends to the bank? The reason I ask is that Objection: I can t switch Rebuttal: Be prepared to move on and forget about them quickly Have a way to stay in contact with minimal time investment. Email Campaign LinkedIn
Facebook Page or Blog RSS Feed Objections *We are under contract Rebuttal: Why did they make you sign a three year agreement? Here s what I offer. * We go through an association Rebuttal: So you feel it would be a betrayal of that group to switch to another vendor even if we can offer significant savings? Who can I contact at the association about putting a bid in for all the locations? Next Day Funding (Understand how next day funding works) *Educate, Educate, Educate!!! *We do offer the same next day funding as everyone else. *This is potential nightmare account so be careful. Objection: We require next day funding. It shows up in our bank account the next day at 9am. Rebuttal: I have had a few people mention next day funding to me, can I ask, Why is next day funding so important to your business. (Response) So, even if your bank called and charged you I might switch, but not today. The most important objection for Active Listening You must understand the merchant because they could mean many different things. *I want to see if you are willing to let me think about it or if you are just another pushy salesman *I am busy today *I still don t trust you *I have no intention of saying yes, but I hate to say no. Objection: Let me think about it! Rebuttal: I ll put a note up in my calendar to follow up with you!
Objection: The most common is let me talk to my partner/wife/think about it. Rebuttal: I ll put a note up in my calendar to follow up with you! Objection: I need to think about it Rebuttal: I ll put a note up in my calendar to follow up with you! Objection: Let me talk to my current company first Rebuttal: How long have you been with the company you are currently with? Selling Over The Phone Objection: Gate Keeper: The Business owner is not in. Rebuttal: When is usually a good time to talk? Objection: I m not interested. Rebuttal: I have never really ran into a business owner who hasn t tried to save money. I would be giving you free equipment, and there are no contracts to sign. Objection: I have very low rates, you can t beat them! Rebuttal: I understand, but I want you to understand something. I am an independent agent with the actual processors. I have 500 dollars to beat your rate. All I need you to do is give me your email or fax me a statement and I will put my money where my mouth is! Objection: I just don t have time for an appointment! Rebuttal: I understand. Just send me an email or a fax statement and I will make a cost analysis for you and I will call you back to share the results and if you like what you hear and want to switch it only takes 5 minutes for you to do what I need you to do and I have a very simple process okay Objection: I m going on Vacation call me back in next month or in two weeks! Rebuttal: I hope you enjoy yourself. You know I will just give you a call when you return. Objection: I m in a contract so I could not switch even if I wanted to. Rebuttal: Objection: I don t accept credit cards and I don t want to Rebuttal: I understand. But what we have actually found is merchants who take credit cards has saw an increase of 20-30% in their profits. Objection: I don t have much time can you hurry up and say what you have to say
Rebuttal: Objection: I have so and so system and it s attached with my scheduling system (POS System is Integrated) Rebuttal: