©2014 Proprietary & Confidential. Internal Use Only.

Huddle #3: Overcoming Objections

Overcoming Objections

OverviewObjections are an indicator that your customer may need more information, or they may mean your customer has reservations. Either way objections represent an opportunity for you, not an obstacle. As the expert , you have the ability to be consultative with the customer when you hear objections and help work through them by acknowledging what you are hearing and by educating the customer—you are the in-home expert..

Common Objections• I was told by the PSC that the price was $29

per month. The contract says $39. You need to fix that before I sign the contract.

• I was told this system would protect the whole house and now you are telling me that I need to add more equipment.

• They told me the motion detector was pet friendly up to 85 pounds. My dog only weighs 25 pounds … combined my cats don’t weigh 20 pounds.

• I thought the glass break detector would cover all my windows.

• I thought that the indoor camera could be mounted.

• I don’t want to want to see any wires, if you can’t hide them forget it.

• I was told the Touchscreen was portable and could go anywhere and now you are telling me it cannot.

• I want the touchscreen to be mounted just the same as it was in the solutions store.

• ADT / AT&T can mount their touchscreen I don’t see why you cannot mount yours.

©2014 Proprietary & Confidential. Internal Use Only.

Process for Overcoming ObjectionsBe prepared• Know your customer’s situation.• Know your product.• Anticipate what the concerns or objections are going to

be before the customer states them. Relax• Take a slow, deep breath.• Slow your rate of speech slightly so you don’t

sound stressed or rushed.• Pause after making a statement or asking a question.Respond and Confirm• Wait until the customer is finished.• Pause and count to two before responding.• Simply say, “OK, that’s a valid question,” or

“That would concern me if I were in your shoes.”• If you don’t understand, ask for more information / clarification.• Overcome the objection with an open question to better understand

the customer’s real concern; or directly answer a challenging question.• Confirm that the concern / objection has been addressed by asking the customer,

“Have I addressed your concerns / needs?”Price• Ask: “What factors are you taking into account when you say the price is different from

what you expected? ” Then work to overcome from there.• Tactfully remind the customer what they will gain (peace of mind which is priceless),

the risk/cost of not moving forward etc.

Skill Opportunity: Let’s use the four steps to overcome objections.

Huddle #3: Overcoming Objections

©2014 Proprietary & Confidential. Internal Use Only.

Group Questions Q: Think about a time when you objected to something. Describe the emotions that you experienced in connection with that objection.

Q: Looking back at the common objections list, which objections do you hear most often? Please share some of your best responses.

Q: What are some challenges that you experience around facing objections? What ideas do you have to overcome those challenges?

Learning Goal: Can I get your commitment to consistently and effectively work through objections?

Huddle #3: Overcoming Objections