The 5 Step Process to Overcome Sales Objections in HME Sales Team@Work Ty Bello, RCC

Learning Objective A (brief) history of why there are Sales Objections – doesn’t everyone need my product or service? What are the Objections Frequent Fliers within HME The 3 and 4 before the 5 Step Process How to Overcome Sales Objections using a 5 Step Process. www.teamatworkcoaching.com

Why are there Sales Objections? People don’t like to be SOLD to The “client” or “referral source” is busy We the Sales Person, does not know how to handle objections Someone is having a bad day They have heard it ALL before You’re just another Ken or Barbie www.teamatworkcoaching.com

Objection Frequent Flyers for HME We use your competition We had a bad experience with your company 80 years ago…. We rotate our referrals We give patient choice We prefer brand “X” and you carry “Y” We never see you www.teamatworkcoaching.com

Objection Frequent Flyers for HME Your competition completes ALL of our paperwork Your company asks for too much paperwork The only way to see the Doctor is to bring Lunch We really don’t do in-services, but you can bring lunch We don’t see reps of any kind We work with the Hospital and they have their own HME And the list goes on…. www.teamatworkcoaching.com

Bad News? Not really It’s about driving the referral source to where we want them. No No, but… Yes Yes, but… www.teamatworkcoaching.com

Objections are Tollgates Not Dead Ends How we handle objections is a way to differentiate ourselves objections are a sign of interest www.teamatworkcoaching.com

The 3-4-5 Process to Overcoming Objections We need to understand The 3 Selling Signals The 4 Points of Objections The 5 Step Process for Overcoming the Objections OVERCOME - NOT Prevent or Eliminate www.teamatworkcoaching.com

The 3 Sales Signals Experts in the field of nonverbal communication discovered 7 percent of our feelings and attitudes are communicated with words 38 percent via tone of voice 55 percent through nonverbal expressions Successful salespeople divide these nonverbal expressions into r red, yellow, and green signals tell them how to respond to a prospect’s hidden feelings and attitudes www.teamatworkcoaching.com

The 3 Selling Signal Scan Scan the referral sources five nonverbal communication channels: face, arms, hands, legs and body angle in relationship to you. Look beyond facial expressions – increase your “visual bandwidth.” www.teamatworkcoaching.com

Red Selling Signals Red signals warn you that you are facing nearly insurmountable barriers. What this looks like Body Angle: leaning far back and away from you, or thrust toward you. Face: Angry, determined, flushed, tense, tight, head shaking “no” Arms: Tightly crossed or thrust out. Hands: Fists, pointed finger, “stop sign” Legs: Tightly crossed away from you, foot stomping www.teamatworkcoaching.com

Red Selling Signals www.teamatworkcoaching.com

Red Selling Signals How to Respond: Express understanding Acknowledge your prospect’s feelings Redirect your approach Reassure the prospect with positive, open gestures Don’t Panic Smile and take your time www.teamatworkcoaching.com

Yellow Selling Signals Yellow signals warn you to exercise caution. Chances are high that a hidden barrier is preventing further progress. If you continue with your selling strategy, you will encounter more resistance.   What To Look For:   Body Angle: Leaning away from you Face: Tense, displeased, skeptical, superior, doubtful, guarded, frustrated Arms: Crossed, tense Hands: Clasped, tense, fidgeting with objects or body parts Legs: Crossed away from you www.teamatworkcoaching.com

Yellow Selling Signals www.teamatworkcoaching.com

Yellow Selling Signals How To Respond: Maintain positive open gestures Use open questions to get more information Listen with empathy Continue to scan the prospect’s gestures for signs of irritation www.teamatworkcoaching.com

Green Selling Signals Green signals indicate that your prospect is open to you and your selling strategy. With no obstacles holding you back, simply move forward with your presentation and close the sale.   What To Look For: Body Angle: Upright or directed toward you Face: Friendly, smiling, enthusiastic Arms: Relaxed, open Hands: Relaxed, open Legs: Uncrossed or crossed toward you www.teamatworkcoaching.com

Green Selling Signals www.teamatworkcoaching.com

Green Selling Signals How To Respond: Smile Be relaxed and friendly Use open-palm gestures Sit or stand with uncrossed legs Look directly at your client, head tilted slightly www.teamatworkcoaching.com

4 Points of Objection Skepticism Misunderstanding Indifference Drawback www.teamatworkcoaching.com

Objections Defined Skepticism: Misunderstanding: Indifference: When a customer expresses doubt that you as an organization will do what you’ve said you will do. Misunderstanding: When a customer has a concern because he or she thinks you can not provide a particular feature or benefit when, in fact, you can. Indifference: When the customer expresses indifference or passiveness or apathy toward your product or service. Drawback: When the customer has a complete, correct understanding of your product or service but is dissatisfied with the presence or absence of a feature or benefit. www.teamatworkcoaching.com

Objections Most Common Denominator Listening Communication Wrong Message Wrong Messenger Referral Source Apathy www.teamatworkcoaching.com

5 Step Process (Two Schools) Synergy School Create Synergy Get Objections on Table Ask “Closing Questions” Reprise Sales Call Objection or Insurmountable Obstacle Clarified Tollgate School Listen Acknowledge Probe Pause Respond www.teamatworkcoaching.com

Tollgate School Listen Acknowledge Probe Pause Respond www.teamatworkcoaching.com

Team@Work SRS Script Rehearse Say www.teamatworkcoaching.com

Team@Work SRS www.teamatworkcoaching.com

SRS Tollgate School Sales Rep: who do you use for your HME referrals? Referral Source: “we use your competition” <Acknowledge> Sales Rep: “May I ask; what do you like about XYZ? <Probe> www.teamatworkcoaching.com

SRS Tollgate School Acknowledge and Probe Their Reply: “we’ve always used them” “do you refer via fax or by phone?” “Sue has been calling on us for a long time” “she has been around for a long time; is there any insurances they do not take?” “we’ve never had a complaint” “They are a formatable competitor, allow me to share with you our consumer report card.” www.teamatworkcoaching.com

Apply SRS Review Slide 5 & 6 Apply the SRS Process to all of these scenarios We want to drive the referral source to the NO So we can move on Yes – we both win (and so does the patient) Yes or No But – resolve the but… www.teamatworkcoaching.com

Remember to Walk in their Shoes # of Sales Reps they see each day # of Patients they see per day Their job and balancing it with “life” Your “interruption” www.teamatworkcoaching.com

Raise the Bar 1) Keep a record of all sales objections. 2) Write out scripts to answer these objections. 3) Practice the responses to the sales objections. 4) Develop sales collaterals that address these objections. 5) Constantly rework the scripts and your sales collaterals as you obtain more feedback. 6) Keep all of your sales scripts and overcoming objections scripts in a three-ring binder. 7) Review these scripts with your fellow salespeople. www.teamatworkcoaching.com

Overcoming Objections You can and will overcome Sales Objections Study your 3 Selling Signals Understand the 4 Sales Objections SRS your 5 Step Objection Breaking Process www.teamatworkcoaching.com

For more information: Team @ Work is a cooperative organization specializing in assessing, developing and coaching individuals and teams.  We offer a wide variety of training programs including teleconferences, on-site training and assessment, one-on-one coaching, team coaching, and a host of other materials available in our on-line store.  We want to work with you to customize a program for you and your team. Please visit us today at: www.teamatworkcoaching.com HME Sales Community: www.hmesalescommunity.com Sales Coaching: http://www.teamatworkcoaching.com/team/salesLeadershipCoaching/skype.php www.teamatworkcoaching.com

25 Sales Tips You can Learn from Your Mother www.teamatworkcoaching.com