Last month I laid out the first 2 of 4 areas where canvassers get objections. If you haven’t reviewed Part 1 of this article I suggest you read it first, or listen to the recording of my live call from the Silver Telecoaching call.
The first 2 areas focused on overcoming:
- Objections during your introduction offer
- Objections during the collection of the prospect’s contact information
Next I’ll address how to overcome stalls and objections when you’re putting the prospect into an appointment.
- Stalls and resistance on setting appointments
- Eliminate cancellations (after appointments are set)
I’m going to make the presumption that if you’re here, as a member, you’re using my canvassing system. You’re offering an information guide as your lead offer rather than an appointment for a free quote. The approach is about capturing the lead first and then transitioning into the appointment for a free estimate.
As with all other scripting I teach it’s proactive. Most all other scripts are reactive to the prospect. Scripts have always been designed to handle what the prospect will or might say and how the canvasser can overcome those objections to move the prospect forward, toward the goal. My scripting flips the whole process around and instead takes objections away before they can be presented.
My strategy gives you control over the conversation, direction and ultimately the outcome or result. The benefit is the prospect never feels they’re being strong-armed into something they don’t want. It presents you as being confident, in control and an advisor rather than a salesperson.
I want to recap briefly what was discussed in part 1 of this article, so we’re all on the same page. I’ve already presented my introduction and captured the prospects full contact information. So, at this point, they’re a lead for me. Their guard is lowered and I have rapport with them. Next I transition into booking the prospect into an appointment. That is the 3rd area of proactively eliminating objections.
There are 6 key components in the script to proactively eliminating objections in appointment setting.
- The transition
- This is wrapping up your info guide offer and making the transition to the appointment offer. If you do this step wrong, you can wreck your credibility and make it harder to schedule the prospect into the appointment.
- The after-thought
- This is a psychological technique where you position the opportunity to meet with a representative as an after-thought; something not originally planned.
- The convenience
- You present that you’re going to have representatives in the area and it would be beneficial for the prospect to have one stop by and give them a free price quote to help them plan and budget for the future.
- What to expect
- If you confuse the prospect you lose them. You want to clarify what is going to happen on the appointment and it’s not to be confused with the delivery of the information guide.
- Reaffirm the value and benefit of the appointment for the prospect
- You reveal for the first time that the appointment will be an opportunity to present products, services and options. You must follow up with a benefit statement.
- The appointment offer
- There are 3 steps to my appointment setting process. Much like my Rule of 6 for capturing the lead (as discussed in Part 1 of last month’s article) I take the prospect from offering generalized appointment options and zeroing in on a specific date and time. You can get the specifics on all 6 of these steps in the member archives. (For details on membership email me at firstname.lastname@example.org).
The 4th area of proactively eliminating objections are cancellations after you made an appointment.
Not that you’ve set the appointment and turned in the lead, the prospect either calls to cancel the appointment or you’re not able to confirm the appointment. Here’s a strategy to keep more leads to stick and keep it ‘warm’ going into the presentation. This is the appointment reminder flier and is my wrap up to my presentation at the door.
What are the top 3 reasons we miss people on an appointment?
- They forget about the appointment or forget to tell their spouse about the appointment.
- They’re confused on who you are and what happens next (despite all you’ve done to overcome this).
- They get appointment remorse. Similar to buyer’s remorse, they begin to think about what will happen during the appointment. They’re going to have something presented to them they’ll have to make a decision to buy or not. You’ve done your job so well putting them into the appointment they start to think about what will happen.
I overcome these objections with an appointment reminder. A physical flier I provide that addresses these 3 objections. You need to get into the home to present otherwise you won’t get the sale.
This simple tool with these elements increases the stick rate of prospects with appointments.
The biggest objection you can get on the appointment is with regard to cost. Even before people get a price quote they can object to the ‘unknown’ price. This is where you have to present the possibility of the choices you’ll present being affordable. It’s not about discounts, but different ways they can afford this project. The ways you have available to them to pay for it. You want to keep them in the ‘maybe’; thinking that maybe we can afford this, how can I pay for this. Most people don’t have the cash on hand to pay for the products or services. You have to show them how they can have that money available. I provide this information on the appointment reminder flier and go through the options with them.
The prospect is looking for a way to exit the relationship the moment they say yes at each step of the way. You need the tools to keep them in the commitment. This is just another way of being proactive to the objections before you get them. The best salespeople and canvassers address objections before you get them. When you anticipate and are prepared for them you stay in control of the communication and the process. With my system you become solution oriented, both for yourself and company, but also for the prospect.
I suggest you review the CD from my live call on this subject. As a Silver level member or higher you automatically receive the CD’s from each member call. If you’re not a member you can email me at email@example.com to gain access to these resources and my member website where all my articles and recordings are archived.
If you have questions about this subject or would like to discuss your specific canvassing challenges you can reach me at the same email, or, for a more immediate response to schedule a call with me, call my office at 216-588-1337.
My next member call with be on the 4th Wednesday of the month. Until then, I remain committed to your canvassing success.
The Canvass King