Isolating objections is where the rubber meets the road (no pun intended!)
After you go through your Assumptive Close and ask for the money strong – it’s inevitable that the consumer will want to “think about it” before they say “yes” – it’s your job as a sales agent to understand why. BUT – you can’t just ask your consumer “why” – you need to be strategic about the questions you ask at the end of a call to close your consumer.
We have a list of ‘close objection responses’ in the Lead Management System that you’ll be using. You will learn how to operate them in the Technical Systems module. For now, we need to learn the structure and how we should sound when we ask these questions.
Acknowledge – let the buyer know that you have heard what their concern is.
Isolate – make sure that their objection is the real objection and not a smoke screen.
Box – get the consumer to commit to the program (warranty).
Now before you try to close buyers yourself, you’ll need to ask the close objection responses with genuine curiosity. It’s really interesting to try and uncover what someones hesitation/motivation is for either declining coverage or enrolling in coverage.
BUYER: I really need to talk with my wife before I do anything, can I call you back tomorrow?
CONSULTANT: Yes, absolutely, I can grab the number for you. Now, you said you need to chat with your wife – if she comes home and let’s say she says “hey, it’s your car and your choice” – would you be enrolling the vehicle today?
BUYER: Uhhh….yeah, I think so…
CONSULTANT: Ok, so it doesn’t sound like talking with your wife is the main consideration here – what is?
If you have cycled through a number of close objections responses, and don’t know where to take the conversation, that’s when you need a manager on the call. We explain this in the next tutorial. Listen to the audio file to hear agents successfully isolate objections.