Average Rating:
Dealing With Stalls, Brush Off's and Blow Off's
by Art Sobczak
"Nothing will kill a deal like time." -Joe Martin, a streetwise sales manager
Everyone hears them. Stalls, brush off's . . . those frustrating phrases and excuses that leave us either scratching our heads or wanting to pull out our hair. Things like, "We're just not ready to do anything yet."
Understand, these are not real objections, which occur late in the sales call or sales cycle, and are genuine reasons for not buying, or problems that must be solved first.
Many reps blindly accept a stall, but not really knowing why. If you analyze them logically, you're often puzzled. That's why it's important to address them. Here are ways to do that.
About Stalls
If they have no intention of ever buying from you, or worse, never making a decision of any type, find that out. Now.
If the matter is simply one of procrastination, and you both agree a decision would be in their best interest, it's best that you help them take action now, since their perception of urgency will likely diminish as quickly as interest in a losing lottery ticket the instant the drawing is over.
Their delay might be legitimate. If they truly need time before making a decision, find out what specifically is going to happen, and why the time is required.
Questions to Smoke Out the Real Reason for Delaying
"What concerns do you still have?"
"What's causing you to hesitate?"
"What questions are still unanswered for you?"
"What are you still unsure of?"
"What is it that you're planning to consider?"
Help Them With a Reason
"Is it the ____ that's holding you back?"
Some might argue that this just offers them an easy excuse to select, one that isn't true. Could be. But like most attempts at deception, it's stripped bare by further questioning.
Give Them a Choice of Reasons
Prospect: "We're not ready to do anything yet."
You: "Is it because there's something that needs to happen before you sign on, or that you don't see enough value in acting right away?"
Playing Dumb
After hearing the resistance . . .
"I'm not sure I understand. When you say, '______,' what do you mean?"
"I'm not following the reasoning here. Could you explain that for me?"
"That Usually Means . . ."
Here's a technique from sales trainer, Bill Bishop.
1. Soften Them
"I see."
"I understand."
"Let's talk about that."
2. "That Usually Means . . ."
"When I hear that, it usually means that you have a money-related question, or some other concern I haven't answered yet. What is your question?"
Repeating It
"We just couldn't use you guys."
"You just couldn't use us?"
Get Them to Repeat It
"I'm sorry, could you repeat that?"
Instead of "WHY?"
"What lead to that decision?"
"What was the reasoning behind that?"
Which Way are They Leaning?
Get them to tell you where they stand right now:
"I see. You're probably leaning in one direction right now. Which way is that?"
Impending Future Event Excuse
If they can't act now, find out when, and why that's a better time.
"We can't consider it until next quarter."
"What will make that a better time for you?"
If they tie the stall into some future event, determine how that affects what you're selling.
"We can't do anything until we get the building re-roofed?"
"I see. How is that connected to your acquisitions for the sales library?"
If Their Delay is Real . . . Get Commitment
Finally, let's say that upon further questioning, you realize that they will buy from you. They just need to do something in the meantime. Fine. Then get commitment on what they'll do.
"So what you're saying is that my proposal is what you want to go with. All you need at this point is to write up the justification so you can present it to the General Manager and get the funds, which you'll do by next Friday, right?"
A decision, yes or no, is better than a maybe. That's because most maybe's require tons of maintenance in terms of time required to ultimately get a decision, and most of those are "no" anyway. Do your best to always keep the process moving forward.
GROW YOUR BUSINESS NOW
Add a Comment