The Ultimate Formula for Objection

Handling –Designed for Base Two Media

1)  Agree with Them

2)  Repeat and Feedback what they just said

3)  Group them together with all of the other companies that said the same thing initially

4)  Entice and seduce with results and benefits

5)    Trial Close & Ask for the Meeting/ Demo.

A) We’re fine with what we have

You’re absolutely right it . Not a problem at all . I understand where you’re coming from ( pick one of these )

Step # 1 – Just AGREE with Them, whatever they say … Agree

That’s not a problem …

Not a problem at all…

You’re absolutely right…

I have had other people in the ( insert industry here ) say this before. Probably 95% of our clients all had systems in place when we first me them

Step # 2 –Repeat and feedback

( you need to validate what they are saying so they feel that you are listening to them )

“ You have a solution in place, a vendor or present supplier that you extremely happy and satisfied with and don’t have any problems or issues”“ Your doing this in-house and you’re really happy and satisfied with your present way of doing thisThat makes total sense, why would anyone consider this if there weren’t a rock solid viable alternative?

Step # 3 –Group them together with 100’s of their peer group that felt the exact same way initially

I hear this a lot … at least 90% of the companies we work with right now said this initially….

Many of these companies have told us that they have had been doing all of their own Video Production In-house when we met them initially —

Or Were using another Corporate Video production company system for over 5 years or so ,and when it came down to it , were just used to their systems , used to doing things the way they do it –

n    Used to doing all of their Video production in-house for Trade shows , traffic generation and Marketing

Most were grappling and struggling with challenges of doing this in-house such as

Ø   Having their videos to be Over budget , never On-Time and a big responsibility to produce

Ø   Using a person at the company , the combo guy who has other functions , priorities and duties –with typically not much expertise in Video production , story-boarding, Power Point ,
script development , editing etc,,,

They felt it was critical to keep their “ear to the ground” and be open to new ways to make this process way more easier—Let them focus on their core expertise and have expert video production people assist to create the vision and impact you’re looking for —

They sort of have the same mindset and World view to keep open to new ideas and entertain new possibilities that might possibly be able to …..

Step # 4 – Distract & Refocus on New  Possibilities.You made it very clear that you’re happy withy your present set up and that’s cool …If down the line in the future …you found out for a fact or from someone you really respected or admired and they said you could ;

I’m just wondering if you ( what the heck)  suspended your judgment or perspective for just a brief moment and found out for a fact that our “System / Solution” could compliment and augment what your doing / using and enable your company to

Ø    Have your production be very professional and On-Time and On-Budget

Ø   Keep the production process simple –we can help with all the creative and story-boarding and not take up much of your time

Ø    Provide amazing communication through the entire process and have the production be less money than doing it In-House

Ø    Free up your time to do more strategic things around your core competencies..

Would this shift your opinion on exploring something like this down the line …in the future ?

Awesome , what I’d like to do is ..

5)  Wrap it up and book the meeting / Phone meeting

Awesome ..it seems that you’re curious about new & cost effective ways to solve your critical business issues ….

Not sure if this makes sense to you.. But it might be a good idea to have a quick 5- 10 minute phone call with one of our Corporate Video production expersts

n   The purpose is to understand your needs a bit more … and then ..

n   They can go over all of the different new ideas , options and perspectives in this area and supply you free advice and consultation over the phone

n   You can ask any question you want with them and …most likely they have done what you are looking for about 50x

Would you be flexible for 5 – 10 minute phone call this week or next ?

Interruption #1 “I don’t think they would be interested we have that all taken care of “

You say — I can appreciate that, and to be honest, at least 90% of our clients initially reacted the same way when we first contacted them –

Until they realized that we can augment and supplement what they using for Corporate Video production

OR

Great, that was exactly my reason for the call. We’ve worked with a number of large organizations like yours and have found that we can be an effective supplement to the Corporate Video prod solutions you already provide through your organization

I know that you said that you’re satisfied with what you’re using and I do respect your time .

There could be something that we have that you’re not getting and should be getting for your company. In the interest of saving you time, how about this .

We’ve developed a 15 minute web based demo and designed it identify potential value to you . 15 minutes and I’m out the door . I promise I won’t waste your time –

Would be flexible next Tuesday at 10:30 or would Thursday @ 1:00 work better for you ?

Interruption # 2 — “ We are fine and OK with what we have right now “

Not a problem at all ..You have a vendor and you’re really happy with your present way of doing things , that’s totally fine ..

People often tell me how happy they are with their current vendors , and I’m sure you are . But Im here to see  what else I might be able to do for you and your company ..

Can you tell me a little bit about your current relationship with your current vendor ?

Interruption # 2 — “ We are fine and OK with what we have right now “

You say –   I know exactly what  you’re saying , I would say at least 90% of my clients I have right now had the exact same reaction as you , before they had a chance to discuss in detail how we just might be able to —

You Say –  You know I have to tell you , Mr. Jones a lot of my current clients reacted in the same way before I had a chance to talk to them about what we had to offer specifically the very real possibility of ;

Ø    Provide amazing communication through the entire process and have the production be less money than doing it In-House

All I wanted to do is to explore and see what your company might be doing down the line when future needs come up and see if there could be a good fit

Interruption – “We are fine with our present systems that are in place” I like this one

Not a  problem at all .. I certainly envy your existing supplier / provider , he must be doing a heck of a job for you .

In this day and age there’s not a lot of loyalty out there in the market place ….

Would you mind if I asked I asked you just 3 questions ?

1)             If you could tell me 3 things you’re existing software system is doing really well , I’m curious ?

2)             If there was 3 ways you’re service could be improved , what are they ( they have to say
somwthing )

3)             If these un-improved areas continue to be left out. what are some of the consequences it will have on your company long term ?

n    How about in money ?

n    How about in time ?

n    Speed to market etc….

What if just supposing we could show you a solution that would _________________________

Would I get your attention what-so-ever ?

Interruption – “We are fine with our present systems that are in place

I understand that your satisfied with what you have in place  , we consult with 100’s of  companies likme yours –that feel it’s critical to be always on the look-out for ways and methods

q       To  Get more for less

q       Gain better Video production  for Marketing and Training –with better and faster results

Many of the VP’s / Dtr’s of Marketing like yourself want to make sure they have their ‘ear to the ground’ and find it important to always have the most current knowledge of what’s out there and available

“We’re using something or someone else”

Not a problem at all – I would assume a company of your caliber and stature would have some type of a –Video Production – solution in place, I could have bet you weren’t doing everything manually

And that’s why I wanted to understand your needs a bit further to see if there is something we might be able to augment or compliment or possibly improve down the line

We have no expectations here , and don’t expect anything to happen quickly anyway –You’re company could be a good fit down the line ….

________________________________________

. Or Try this –

Not a problem Mr. customer , I totally understand where you’re coming from, you have a systems in place that you’re satisfied and happy with , so you don’t see any reason to change .

Just to let you know , initially 98% of all our clients initially had some type of solution in place when we first met them, your reaction is quite normal. They were all using other solutions when we first approached them ….

Let me just ask you though — Why do you think when we met our customers , they had a solution in place that they were happy with and then explored and checked us out , and ended up moving forward with our solution to compliment what they were doing , why do you think that is ?

What I was looking for is for 20 minutes of your time to check out, evaluate and compare the hard value benefits we may be able to provide to your company, with no commitment or obligation at all –

At the end of our Webtour– you will clearly know if your present  solution  is providing you with everything you need, or whether our Work-flow management solutions — could compliment, augment or supplement your existing solutions

What I’d like to do is …. Wrap it up

RESPONDING TO THE “SEND ME SOME INFORMATION” OBJECTION

________, I could send you some information. I don’t send out general information; since so many clients have told me when it’s not customized, it usually brings up more questions than it actually answers and sometimes really misses the mark.

The corporate stuff I would send you is just going to tell you what I just told you.

But, in the interest of saving your time since I’m sure you get a lot of e-mails and information coming across your desk , how about this … We’ve prepared a 10- 15 minute meeting agenda ,

it’s a web based Internet demo that will quickly determine if our solution would be of value to you . 10 minutes and I’m out the door so to speak. I promise we won’t waste your time

Would you be flexible Tuesday @ 10:30 or would Thursday @ 2:00 work better for your schedule ?

Would be flexible Tues at 10:30 or would Thursday at 2:00 be better for you for an exploratory phone call?

Or try this …

John, I have no problem sending you some information , but my only fear is… that when I send you over an information package or my e-mail and when I follow-up withy you next week ,

You will say that you have not had a chance to review the material , or it will have got lost in your SPAM filter, or you just missed seeing it .( I’m sure you get a ton of e-mails per day

If I could let me share with you how we typically work , we like to tailor information on our company for our clients exact needs .

Clients have told us that generic, not focused information brings up more questions than it actually answers and sometimes really misses the mark .( and doesn’t do both of our companies any good )

Would it make sense , if one of our consultants got together briefly over the phone for a quick exploratory call —  with no expectations and we could take some notes down and understand your needs a bit more and you can write down what you need from us ?

How would Tuesday at 10:30 be or would Thursday at 2:00 work better for your schedule an initial exploratory call?

Customer says —  ‘ Send me Some Information’

Sure, if I could ask what would you like me to send you?, we have a lot of information, data, white paper, E-mails brochures and direct marketing pieces over here .

I really don’t what kind of issues, challenges or problems you’re experiencing over there.

If I could let me share with you how we typically work , we like to tailor information on our company for our clients exact needs . Clients have told us that generic, not focused information brings up more questions than it actually answers and sometimes really misses the mark .( and doesn’t do both of our companies any good )

Would it make sense , if one of our consultants got together briefly over the phone for a quick exploratory call —–  with no expectations and we could take some notes down and understand your needs a bit more and you can write down what you need from us ?

How would Tuesday at 10:30 be or would Thursday at 2:00 work better for your schedule an initial exploratory call?

OK let’s start with the Ultimate Objection Handling
Formula

A)AGREE WITH THEM        B) REPEAT AND
FeedBack

Here’s a word-by-word role-play scenario

Objection – “ Were’ fine with who we are using right
Now”
You say – “ You’re absolutely right  or Not a problem at all “

You guys are happy and satisfied with systems your Corporate Video Production , is that about right ?

What-ever they say you repeat it and feed it back to them .There is a hypnotic trigger going on here –You now what it is?  –

You are showing them that you understand them and empathize/ validate with them which builds rapport and trust

C) Group Then together with all of the   other Companies that said the same thing

You know I have been talking with 100’s of other companies  and I hear this a lot , I can certainly understand your view of this since you have not experienced the benefits of working with a Corporate Video production co– I totally understand how you feel ….

Initially when we first approached all of our customers they had said the same thing and felt the same way ‘out of the blocks’ , so I really understand where your coming from

What I’m hearing a lot is in this tough business climate… that many of the other VP’s ofMarketing –DTR’s of Sales that were talking with feel it’s critical and essential to be Open to new ideas that can reduce their costs , obtain better marketing and sales results –I’m sure this is the same for you …

D) Seduce and Entice with RESULTS and BENEFITS

Let me just ask if I could … If you found out from another similar company, or from a business colleague you really respected or admired  … and they said

i.      That initially they said the same thing , viewed our web based demo and were totally blown away at what we could offer

ii.      It made their life so much easier—and the video production was done on time and on –budget

iii. Great communication and organization through the entire process 

iv.      It freed up our teams time and took several balls out of the air we were juggling – and offered killer peace of mind knowing –it’s taken care of

v.

E) TRIAL CLOSE and ASK FOR THE MEETING

In your opinion … would this change your opinion slightly on exploring this with a no commitment ,

no obligation for a 10 minute web based demo right at your workplace –over the computer ?

In the interest of saving time we put together a 10 minute Executive Web Briefing.

It’s designed to show value and have you understand why many other companies exactly like yourself were initially deeply satisfied and content with what they were using and quite skeptical about our switching or changing —

They Viewed our value proposition and saw the value and  moved forward with us  There is no commitment or obligation whatsoever and again

I promise we won’t waste your time How about just 10 minutes in the next week or two.  In the time it takes to have a quick cup and a donut, you can learn more about this .. I’m looking at my calendar … how about ….

“ Just send me some information “

# 2 —  I imagine what you probably get to do to 160 e-mails a day or so?

I’ve been told by so many clients that when we send out that generic information that’s not really focused on our clients exact needs it really misses the mark, and shoots us in the foot.

It just doesn’t seem to do us any good to send out generic information that’s not tailor made to our customers exact needs

If you’re open to some different ideas on how to

Make better Corporate training , HR and Marketing Videos— in the time it takes to have a cup of coffee and a donut we can show you our 15 minute executive Web briefing which is designed to show value and that we can review organization.

Can we just..“ throw our hat into the ring”

and show you a 15 minute so executive Web briefing on what’s around the corner in Corporate Video Production companies that can save you a lot of time , produce better results and reduce your costs

RESPONDING TO THE “WE ARE ALL SET” OBJECTION I like this one

Reply: “That’s fine. Does that mean you are never going to look at new options or new providers , or could you suggest a time to call you in the future.”

After that– try this, –when they say YES

” Not a problem, Look, we wouldn’t expect anything to happen quickly anyway, that’s not the way it typically works in this industry.

It’s all about exploring different ideas, Options and perspectives when you have the time and see what’s the best fit for your company —it seems as yopu move close to the compelling  event ==-ity seems that you never seem to have the time

We do an awful lot of work with companies like ________ and _________ and _________( name drop )  with us —, and there are good reasons why companies like that decided to work with us after long term relationships with their existing providers and suppliers

We would just be looking to introduce ourselves, give you some information on our work Corporate Video solutions — that others have found valuable, and if in the future you are looking for options or a back-up vendor, we hope you think of us.

Would you be able to squeeze in a quick 15 minute over-view of ur application –=At least we would really love your feedback and input on what we have created for other companies in your peer group.– Could I get 15 minutes of your time in the next few weeks?”

2) “ just send some information

“ great one

I’m going to send you corporate information that we just told you that we be a seamless end to end solution for all of your corporate video production needs and it easier , More organizaed , better and for less money than your presently doing right now

Many clients have told us that when we send generic not really focused information to our clients that this brings up  more questions than that it actually answers.

I’d be happy to put together a package of information that could help you regarding any specific needs you have.

Do you have any specific needs you would like info on?

Honestly I know you’re really busy and also know that your probably satisfied with what you’re using.

And that’s OK.

In the interest of saving time we put together a 10 minute Executive Web Briefing. It’s designed to show value and have you understand why many other  companies exactly like yourself were initially deeply satisfied and content with what they were using, viewed our value proposition and saw the value and  moved forward with us this

There is no commitment or obligation whatsoever and again I promise we won’t waste your time —Hey , even if you don’t have the budget for this –we can assist you in helping out to obtain the budget or help you build a solid business case for this , for the future.

How about just 15 or 20 minutes in the next week or two. It’s just a learning , exploring session

I like this one

“I know you’re busy, and so am I — but suspend judgment if your could and …just take 10 minutes to view this demo and then YOU BE THE JUDGE. –I mean if you saw a $1,000 bill sitting on the sidewalk, you’d take a second to stop and pick it up, wouldn’t you? …

I just want to introduce myself and let you know that WE’VE HAD A LOT OF SUCCESS in helping business owners just like yourself

RESPONDING TO THE “I’LL MEET WITH YOU BUT CALL ME IN A MONTH” OBJECTION

.

Call me back in 3 weeks

Try this.

“Sure, I would be happy to call you then. We would probably be looking to get together a few weeks after that, which would put us into the week of July 20th. You know, I am in your area regularly and would be scheduling other meetings along with this one.

If you feel comfortable, could we pencil something in for that week?

It would help me with my planning and I would call the week before to make sure it still works for you.

Would you feel comfortable penciling that in”?

About one-third will agree to the meeting. You have obtained their commitment

OBJECTION HANDLERS WHEN YOU ARE ENGAGED IN A CALL WITH THE SENIOR LEVEL DECISION MAKERS

If  NO – Rally a bit with them

Only use if you have good rapport

Or use the Brad Pitt / Angelina Jolie line great line ( high  risk only use with guys or gals with top rapport )

You’re absolutely right , you have a solution in place that you’re happy with and see no reason to change or alter anything , I totally understand where you’re coming from

It just reminds me of a real-life story – You know Brad Pitt was married to Jennifer Anniston for quite a while, and in my opinion she was pretty darn good. Then Brad meets on the set of Mr & Mrs Smith Angelina Jolie, and well … the rest is history.

My point here is that sometime even if you’re totally satisfied with what you have, it makes good business sense from time to time to explore, to be OPEN and on the lookout and keep your ear to the ground for new technology, new ways and methods to provide an easier , more effective communications solutions for your company

I was just wondering if you are open to some different ideas and approaches in this area ?

“ No- We’re Fine –I don’t want to view a DEMO”                  This is a killer one

I can appreciate that you are happy with your present Software solutions you have in place, I meet many customers that initially have the same
feelings . Your reaction is quite normal .

Let me just ask you … If you were going to compare and explore working with an outside custom software development company like Pointy Hat  ,

Not that you are  … you’ve clearly said you’re not and that’s cool  ( they let their guard down .. )

BUT — if you were going to move forward and explore the possibilities ,

— What would you have to be completely and totally convinced of at that time …??

A)

B)

C)

Which of these benefits would be important to discover ?

I see , so in addition to these benefits and advantages would there any thing else that would be important to your firm  —– Great , so if we could with complete certainty prove these points to your company this might change your opinion or perception about exploring  —

.

n    You’ve been doing this for 3 – 200 years now and have no problems, issues or challenges”

And you don’t see any reason to look at anything else since you’re quite happy and content with what your using

n   Who you’re using

n    Your present way of doing things

When we approached other customers initially we had heard this that they do al of their corporate video production and HR Training video production In-House — and didn’t see any reason to change at all

Would that be a safe assessment?

I totally understand where you’re coming from

I totally understand what you’re thinking….

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