Handling objections and insecurities in sales: the sales certainty system | Stefan De Vito | Skillshare

Handling objections and insecurities in sales: the sales certainty system

Stefan De Vito, Sales trainer, keynote speaker

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2 Lessons (22m)
    • 1. Handling insecurity in sales - basics

    • 2. Handling insecurities specifics: deepdive and techniques


About This Class

In this course, you are going to learn how to overcome objections and handle customer (and your own) insecurities in sales. 

It consists of what to say, how to say it and finally, what to do in order to emanate certainty yourself, transfer that security and certainty to the prospect and increase the certainty about you, your product and your company in the eye of the prospect. 


1. Handling insecurity in sales - basics: once upon a time, there was a lie and he lived in the desert and, you know, he walked around and somebody got really re thirsty. And so, um, luckily, he came across an oasis and he from far already conceded loud. It's water so blue, and, you know, it's it's amazing. Couldn't started it. He went really fast. He was running town. Was it ready to take a deep plunge and, you know, drink from it. But the last moment actually stopped because, fuck, he saw a big lion there in the water looking at him. Of course, it was his with their reflection, you know, his own reflection, but he didn't know that it was like running back and like, Oh, damn, this water must belong to another lion better backs off. He was a young lions that he was not ready to fight. This lion was in really ferocious, and he walked around a little bit. At some point, he came back. He was just so thirsty. And he made another attempt, got close, saw this Big lion went back again. After a while, he you know, he was battling with himself, you know he didn't want to risk his life, but really got so thirsty he needed water urgently. And one of the chances of finding not always is where does not another lie waiting for him . And so he thought, Why don't we just heard until I am? Why don't they just scare him off? Made a big roar. And when he did that, he was scared as hell because he saw as super scary lion roaring at him. He went back having ally. Later he came back one more time was like, I need this or Agent Lee. If I have to fight, I will fight. And so he went there again. And this time he's like, Okay, I'm just gonna take the war. And if the other line doesn't lighted well, I'll have to fight. So goes there, puts his head in right to the to the other lion and he drinks. And yet a lion was gone. Morro off. This story is that very often we see things that are not riel and others see things because we see them right? So if you're handling insecurities and that's really what you're going to learn in this segment, you need to handle your own insecurities so that you can handle somebody else's insecurities. We're gonna give you specific techniques here. What to say? The tonality you can use to really disarm them on do help them raise their certainty because again, if you want to sell anything, it's question of how certain somebody is about you, your product and your company. Before we can handle their and your insecurities, we first need to see what are the fears that they are having. Basically, it's around seven different fears in a selling situation that you're confronted with. Those seven are the one making mistake. Number two, wasting time number three Looking bad toe, others number four, The fear off, Wasting your time or really you know not being worth your time. Number five being taken Advantage off number six. The fear off Pressure Number seven The fear off being followed up. Yeah, it almost might sound a little bit weird. And the truth is, those fears are not really you know, there is not this big fear of being followed up, but they correspond to something much more inherently. Riel fears, you know, when you read, Maybe Napoleon Hell. He calls seven basic fears he calls out seven basic fears and really those fuse that we just talked about, Ah, corresponding to a certain level to them in Vector. It's a couple of them, at least four that are in here in here, and one of them is the fear of poverty. Another one is a few of criticism, a fear off the loss off Love plays a role here, and finally the fear off loss off liberty. Those are real human fears, and those seven fears which has talked about are connected to them. How? Let me show you. Number one making a mistake and number two Wasting time in a way is connected to the fear off poverty. Because if you waste time, don't do the right things. You might end up in the poor house number three and four looking for looking bad to others or the fear of wasting your time is really nothing else than the fear off criticism. Being criticized is something that's really, you know, sending shivers down our spine, and for some people, they deal with it relatively fine. Others really don't right. So everybody has those seven basic fears in different volume on Do you need to be able to understand those number five and six being taken advantage off and the fear of pressure, it really is nothing else than the fear of loss off love. You know, if you're pressured, it's almost like you have to do this. Otherwise I don't love you. You see what I'm saying? And it corresponds to this basic human fear that we're having again important to understand and finally, the fear of being followed up. Now you're gonna be like, Well, what's that right that doesn't correspond to anything. Actually, Does the fear off losing your freedoms and your liberty? Why? Because if all of a sudden you know, like, let's take it to an extreme let's say you're a girl who had his ex boyfriend and his ex boyfriend doesn't let you alone is always following you is stalking you. That's really taking away a lot off your freedom. Got it? Okay, Now, Grant Cardone says, there's really only wait only one way how to deal with those fears, and that is communication. Now. I'm not sure if I would completely agree. It's almost too easy to say communicate, communicate. But of course, communication is important for that. You want to first, to understand those years so that you can adequately address them. So if you have a severe case of somebody being insecure, you really won't understand why and uncovered this human fear. You know the fear of polity, of criticism, off love of loss of liberty that is underneath that so that you can uncover it first and then address it. Now you might think Well, what can I do now? Right? So Well, you have a couple of tools here. The same tools that you have for many other things in sales. And what are they about one? What you say, Number two, the tonality that you use, a number three. Your body language. Now, ideally, you will want to combine two or three of this at the same time. So for in person sales, you don't have to write body language. You know what? It is not afraid when it is open. You also wanna have to write tonality, which is Guess what? Very sincere and appreciating. No, I really you really care? So whatever you say here just imagined if you really care, just imagine if you have problems with that is speaking to a friend of yours. Very good friend. You really care about them? Maybe it's your partner. You know, whatever you have to imagine to get this tonality right, it's very important that you do. And finally, of course, what you say is important as well. So anything that disarms anything that shows, well, what's the worst that can happen? I'm gonna give you quite a couple of things. You let's start out with some sound bites that you can always use doesn't really matter That is not like just in the clothes or when you get an objection, but just any sound. But you can throw in at any time during your presentation that you want to use. And believe me, we're gonna hold your hands every step off the way. And believe me, there's a huge upside and very little downside. Hey, it's a long term relationship that we're building here. Can it? So you could actually use this as a close as well used his out the sincerity and you flip it into what the reasonable man. And he's a sounds fair enough because again, it crazy to spend, realized to really care with you. and I'm like, Sounds fun off. Don't worry about it. So super, super important. Use those three A to any point in your script, actually not just not talk about it. You watch this video, and then you just, you know, go on with it. Make a note to use all three of these in your script. Because no matter the level of insecurity or off certainty the person is having, it will be beneficial for you to use these. 2. Handling insecurities specifics: deepdive and techniques: Now, if you're a salesman, you will know that many of the objections that you're getting are actually just smokescreens and that in reality, people are just insecure, insecure about a decision. Now the Grecian is How can you make them more secure as a couple off concrete specific techniques that I'm going to teach you right now? However, first of all, you need to relax yourself, feel secure and certain about whatever it is that you have to offer, because if you aren't, it's hard to bring that feeling across to them. Remember, sales transferred off emotions to us and help you? Twins friend? Well, right and tonality. So number one in handling insecurities is need to use. Which tonality do you think? Very since here. Jordan Belfort, the wolf of Wall Street, called sincerity, and it's really goes like it's similar to I really care, but it's no, believe me, John, the only problem you're gonna have didn't start early or John, whatever you say. It doesn't matter so much when you practice tonality what you say. But how you say it's just practice for a little bit right now, All right, you're good with that knowledge talk about the specifics. What can you say each time when you feel are the a little bit insecure here? They don't really know. Bring in some off duties because that's gonna raise their certainty already in the product demonstration or in whatever situation that you are, John, we're gonna hold your hands every step of the way. Well, you can say, Hey, there's a huge upside and very little downside. Do you see what I mean? I can also say, Look, John, this is a long term relationship. You know? It's all about the long term. It is not so much about what we do right now. Basically, want to compare this little thing that we're doing right now. Whatever it is, you're making a sale or want to convince them that, you know, this is the best thing since sliced bread. But we will not put it into perspective for a long term relationship, because when people insecure, what they want is they need some relationship, uh, buildings that I really want to know that they can trust you. That's why it's so important to used to write tonality and also combining concurrently with what you say. Okay, now, Let's say you're in the sale and you're about to make the clothes right about to close them . But then you get hit with an objection. Whatever it is, doesn't really matter. But you realize they're really not secure enough. They're not certain enough about the product. What you consist is and this is an emotional way toe handle this. Hey, no problem. Why don't we do this? Let's just put off making a decision for a while. Hey, how does that feel? It feels good, doesn't it? Hey, look, I always goes for the same thing. I know what I want. And when it comes down to making this final decision, I get scared each time doing the wrong thing. Let me ask you this. That's this product. I mean, that's this product fit your needs. You like the product. Each time you wait until the answer right Finally asked him, Can you afford the product? And I say, Good. Let's do this as this is the right thing to do. Basically helping them make that decision. What you could also do is you look back like the wolf of Wall Street would do it. Look back. Increased uncertainty and then you close again. Another way. How to do this is another emotional way. Actually to do this is to feel felt, found clothes, which I learned from Grand Cardone himself. And here's how it goes. Hi, John. I know how you feel. I felt exactly the same way until I realized. And now whatever you know it is that you say that you realize you can be really creative, but one way to do this, they say, until a realized I don't have another opportunity like this coming in, the price will not get lower. And the bottom line is, John, you need this. Now, let's get it done. So again, um, you wanna first use empathy to connect with them? You felt exactly the same way. But then something happened, right? You learn something. And instead of just telling them, oh, you should learn or you should understand. No, you just talk about yourself and beauty about it is that people will say, Well, he learned that, you know, automatically, there's this felt process that says off it kind of relates to my situation. And he came out doing this, so it helps them overcome their own insecurity. All right, if you want to close anybody, you need to close them both on the emotional and a logical way. And we're gonna go now into the first large scale. Close how you can overcome this insecurity. It's been around for a long time. It's called the Benjamin Franklin Close. I wish I could attribute it to somebody. I don't know if Benjamin Franklin actually did it. It's been around for a long time. Here's hot Girls. Hey, John, I understand how difficult it is to make a decision, and in fact, it is said it's one of the founding fathers of the United States, Benjamin Franklin. When he was faced with a difficult decision, he would do the following. It took a piece of paper and he ruled, Write down all the minuses and pluses on itchy of paper in order to get a true evaluation off. What is the right thing to do? Not John. Let me ask you, what are some off the minuses, and you basically not take a paper if you sit in front of them or if you don't set of them in front of them. Still do that over the phone because they will feel. Are you actually writing it down? And you actually write out what to say? Okay. And then you ask what else? What else? What else? Until you exhaust negative list, and then you go to the positive list and again you say Great. What else? What else? Um and you say, You know, if the positives outweigh the negatives that invest and if if that's not the case, then don't invest. And after that, you make a summer, you say so. The negatives are, the positives are, and then you can either go the route of saying John, as the positives outweigh the negatives. This is the right thing to do. Let's do this. Why? Because in most of the cases, people can only think of two or three things that are negative, right? The price is too high. Maybe it's bad time off or whatever, but the positives will outweigh the negatives because it connects with a different lifestyle that features the benefits that you have. So there's a the list automatically will be much, much longer. A second way off Doing this is again you read out the summary result positive to the negative and you say John, which one is it gonna be now? Another way of handling somebody logically is by something that's called Do the Right Thing . Clothes or objection. Now I learned it personally from Grand Cardone, who's the master in this one who has used it over many, many years. He has hot girls. Hey, John, I wanted to do the right thing because I trust the fewer person who prides himself on always doing the right thing. Now I'm sure that you have built Lifetime shown off doing the right things and avoiding the wrong ones. Now, if this decision does not fit under the basket off doing the right thing, then don't do it. Let's logically look at what it makes what makes it the right thing to do, because that's what makes it a long thing to do. John. Now again, you take a piece of paper, you write on the negatives right on the positives, and then you close them all right in the last one. It's really the best. That's why we kept it again. It's something called lowering the action threshold to take me to the Lord waterfalls and his high pickles. You basically start from the notion that some people make decisions easy and others make it very difficult, right? So me, for example, if I'm about to buy a new car, if I like it, I would just bite. I don't have to test all the functionality. So my action treasure is very low out of people might think of all the pros and columns and out, you know, Wait, So you know you can say is that positive is negative? It really depends. But fact is that if it's about making a sale, you want people to lower their action treasure because that helps you make to sell and lie because it makes them more certain about it. And you probably already thinking, Well, what could that be? Right? What could I say to make them more certain? Be a bit creative right now. I give you a couple of things, but you can really be created anything that is giving them a money back guarantee, right? Great. If I get the money back here and he doesn't really matter where my actual treasure is, because the risk is very low and its certainty automatically higher. If I see that people have certain diplomas. I know they're experts. If I have signatures of excellence, whatever it is, if I can offer extended trials, anything, really, that takes the risk away is something that makes the action treasure old drop, for example, a free replacement service. Be a bit creative here, Andi. If you cannot offer any off that because you're in very restricted business what, you can still do it. You can lower the action threshold in the perception off the customer. And how do you do that? It's a sick way again. I learned his from the wolf of Wall Street himself. Basically asked him What's the worst thing that can happen? Yeah, John, what is the word thing? What is the worst thing that can happen? And well, they're gonna say, Well, the worst thing usually isn't too bad, right? Birthing you lose a little bit of money, it's not gonna put them into the poor house. Thing is something you can use in any case. But be a bit more creative in finding ways here, really, to reduce the risk to close to zero, and you're gonna increase the security to certainty and at the same time, persuade Make the sale if you're in the sale. So the most powerful thing you can really do is combining two things here at the same time . So, for example, the Benjamin Franklin close with at the same time let me ask you once the worst that can happen because that really reduces, then the risk. And if you can throw in another one, you give them money back guarantee even better, right? Throwing a money back. Guarantee what? What? The actions threshold. Let them do the Benjamin Franklin close and at the same time as the most, the worst that can happen. You Lisa. Lisa. Hey, make sure right now that you don't just skip this video, go to the next one, but actually deep dive really rehearse it. It's super simple. Once you've gone over it a couple of times. And to help you do that, we're gonna go through a memory time right now, which means that you can focus and study in a couple of minutes to study. Try to remember it. And once you come back later to really learn stuff by heart or if you say well, these are the things I really want to pick out. It's gonna be so much easier to do. That sounds fair enough