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Why Aren't They Buying? A Deep Dive into Customer Objections · Closing Sales in Nigeria - Sales For The Nigerian Business Person: The Sales and Marketing Blueprint

• 0:01
  Hello and welcome to the show. Today.
• 0:04
  The question we're going to tackle is what are the best
• 0:07
  practices for overcoming sales objections?
• 0:10
  Now, I suspect this is something I've already dealt with in on
• 0:13
  the podcast in the past, but because we have newbies people
• 0:16
  discovering the show every now and then, it's not a bad idea to
• 0:19
  keep revisiting some of these topics.
• 0:22
  Apart from that, I suspect that the last time I tackled it, it
• 0:25
  was very tips and tricks kind of, I think that was kind of the
• 0:29
  approach that I took. But right now I think I'd like
• 0:32
  to tackle it, yeah, with some tips and tricks, but probably
• 0:36
  giving more of the right perspective, more of the right
• 0:40
  mindset to have when dealing with sales objections.
• 0:45
  So First off, as usual, we have to define what an objection is.
• 0:49
  And of course, I'm not going to give you the correct business
• 0:52
  definition. I'm just going to give a
• 0:54
  everyday, everyday simple definition that you can use and
• 1:00
  that you can remember. So an objection is not just when
• 1:03
  the customer says no. An objection is when the
• 1:08
  potential customer or client or whoever it is you're trying to
• 1:10
  talk to the stakeholder when they give some reason for not
• 1:15
  taking the next step with you or for not going ahead.
• 1:18
  So whatever it is, that is an objection because some people
• 1:21
  think objections are just when somebody says your price is too
• 1:24
  high or let me get back to you, So yes, your price is too high,
• 1:28
  let me get back to you. Those are very common ones.
• 1:30
  But anything beyond those two or in between, that seems to sound
• 1:37
  like a reason why the person is kind of delaying and they don't
• 1:41
  want to go ahead. And anything that comes up that
• 1:45
  is an objection for when the person is not ready to take the
• 1:50
  next step. So of course, we need to find
• 1:54
  out why do people have objections when we are in a, a
• 2:01
  business context. And if you remove your business
• 2:06
  owner hat for a bit and just remember that we're all human,
• 2:11
  it will occur to you that, oh, sorry about the noise in the
• 2:14
  background. This is an, you know, after
• 2:16
  about episode. So expect to hear people
• 2:18
  talking, cars in the background, things like that.
• 2:20
  So yeah, so forget that we're business people.
• 2:23
  You know, we're trying to move products and we're trying to
• 2:25
  sell our services. I remember that we're human
• 2:27
  beings. You will see that it's perfectly
• 2:29
  normal for people to have reservations or to have concerns
• 2:32
  or to be confused. For instance, two, 2-3 weeks
• 2:37
  ago, I minded my business at home trying to get some work
• 2:40
  done. And then my son comes and he's
• 2:42
  like dad and like, yes, what is it?
• 2:44
  He says the DSTV is not working. And so I told him, have you
• 2:48
  looked outside? I said yes.
• 2:50
  I said, can you see the rain? I said yes.
• 2:52
  I said yes, it's because of the rain.
• 2:53
  That's the reason why the signal is not showing.
• 2:55
  And then my son said, no, the dish must be spoiled.
• 2:58
  And I told him, look, you don't know anything about the STV.
• 3:01
  The dish is perfectly fine. I had it reinstalled two years
• 3:04
  ago. Can you see it out there?
• 3:06
  It's fixed with a metal rod. The wind has not been heavy.
• 3:09
  There's no problem with the dish.
• 3:10
  So you guys go and play. Leave me alone.
• 3:12
  I'm doing some work. And that's how I brushed him
• 3:15
  off. And then several hours, he came
• 3:18
  again and he said dad was like, what?
• 3:20
  And he says the DSTV is still not showing.
• 3:23
  I said, look, can you look outside and said, yes, can you
• 3:25
  see it's still raining? And said, yes, so don't disturb
• 3:27
  me. You know, go and play.
• 3:29
  In fact, go and read your books. Bring the computer open to Khan
• 3:32
  Academy. You haven't done the math
• 3:34
  videos. So what was the last video you
• 3:36
  did? OK, do this video.
• 3:38
  Do this video, solve the problems.
• 3:40
  And, you know, let me be. And then he went away.
• 3:43
  And then the next day started again, this time both of them,
• 3:47
  dad was like what said DSTV is not working.
• 3:50
  I said OK I went, I looked at it, I fiddled, nothing seemed to
• 3:54
  be working. I looked at the dish and the
• 3:56
  dish seemed fine, but still I just called the DSTV guy.
• 4:00
  I told him OK thing is not showing, this is the error
• 4:02
  message, blah blah blah. And then he says oh it must be
• 4:05
  the dish that needs repositioning.
• 4:06
  I said OK, no Allah, no problem, when are you free?
• 4:09
  I'm free in two hours. OK, come let's get this thing
• 4:11
  sorted. And then he comes and then he
• 4:13
  came and he pulled out the machine and he stuck something
• 4:16
  at the back of the TV, stuck something at the back of the
• 4:18
  decoder. He fiddled something here,
• 4:20
  fiddled something there. You know, some biographs came
• 4:23
  up, signal strength, this, blah, blah, blah.
• 4:26
  Then he went outside and then next thing he said, Olga, I
• 4:30
  said, what happened? He said, the signal receiver is
• 4:35
  bad. In my mind, I'm thinking, hi.
• 4:37
  Oh God, I'm just spending money up and down and like I didn't
• 4:41
  need this to happen also because in my mind I was thinking, as
• 4:44
  you know, when they say signal receiver is bad, I'm thinking
• 4:46
  that's something that will maybe cost 100 grand or something like
• 4:49
  that. So when you're talking to your
• 4:53
  potential customer, you are, I mean, for you, you know what's
• 4:58
  going on on your own end. Well, on their own end, it can
• 5:01
  be any number of things. And the truth is at that point
• 5:04
  in time, I just didn't want to hear that something is possibly
• 5:08
  bad. I just wanted the guy to come.
• 5:11
  I said that oh OK, during push the DSTV the wrong way and then
• 5:15
  he will set it and then he will say OK, how much is your label?
• 5:18
  I give him a few grand and then he will leave.
• 5:20
  I didn't want him to come and now say that this is part and
• 5:22
  then that is spoiled. So receiver is spoiled blah,
• 5:25
  blah, blah. Are you sure troubleshoot is OK?
• 5:28
  You know what, let me put this new receiver and then we'll
• 5:32
  troubleshoot again. We'll troubleshoot trouble.
• 5:34
  Is it troubleshooted or troubleshoot?
• 5:36
  So we troubleshooted trouble shots, trouble shots or whatever
• 5:40
  it is, and it turns out that the decoder was bad.
• 5:44
  So oh, no signal is coming through.
• 5:45
  It's the decoder that is not processing.
• 5:47
  So we need to buy a new decoder. And then I'm thinking, OK, what
• 5:50
  kind of rubbish is this? So I might need to buy a new
• 5:53
  receiver and I might need to buy a new decoder.
• 5:57
  So OK, so call the office, find out how much it is, you know,
• 5:59
  blah, blah, blah. But see, the longest shot of
• 6:01
  this story is just that you're catching people on any given day
• 6:06
  with all kinds of yawa and all kinds of priorities going on in
• 6:10
  their life. And so let's face it, you,
• 6:13
  you're a professional. You know what's up?
• 6:15
  You know that look, dude, you need to buy this receiver.
• 6:17
  You need to buy this decoder. But at the time, people just
• 6:21
  have reservations. They have concerns or they're
• 6:23
  confused. So me, I was generally confused.
• 6:25
  Like, how can you say that the receiver is bad?
• 6:27
  This receiver has been fine. Now we just put a new set up
• 6:31
  like two years ago. I can't be telling me that
• 6:32
  receiver is bad. Then this decoder.
• 6:35
  OK, well, for the decoder, to be honest, we've been using that
• 6:37
  decoder since since my older son was born.
• 6:40
  So that decoder is before he was born himself.
• 6:43
  So the decoder is over a decade old.
• 6:46
  So that one I made. OK, yes, maybe it was was time
• 6:49
  to change. So people have all kinds of
• 6:51
  reservations. They have all kinds of concerns,
• 6:53
  you know, and they have confusion because you're the
• 6:55
  pro, you know what the problem is.
• 6:57
  But the young man you're talking to is just wondering how can
• 6:59
  this possibly be the problem? I did this, I did this.
• 7:01
  You know, we all have limited knowledge.
• 7:03
  So you know, he came with his diagnostic gear, he plugged it
• 7:05
  here, he plugged it there. The thing was showing all kinds
• 7:07
  of graphs. I don't know all those graphs
• 7:09
  and the numbers means. So you're catching people at
• 7:14
  different times of the day, different priorities of the
• 7:17
  month, different priorities of the week, different priorities
• 7:19
  of the year. So everybody has reservations,
• 7:22
  everybody has concerns and everybody's confused about one
• 7:25
  or two things. That is the reason why
• 7:27
  objections come up. So in that kind of situation of
• 7:30
  your DSTV repair person, it's not that consumers are shifting
• 7:34
  or consumers don't know what they want, But if the guy
• 7:37
  actually says, you know what, give me some time, I'll call you
• 7:39
  when I'm ready. It's not because he's being
• 7:41
  shifty. It's because of a whole bunch of
• 7:43
  things, OK, school fees is coming in.
• 7:45
  I need to shove out this. OK, this person is asking me for
• 7:48
  that. I'm going this person, this DSTV
• 7:51
  is just not a priority right now.
• 7:53
  So you know, that's how it works.
• 7:54
  So the same thing for your product or your service.
• 7:57
  Everybody has reservations, they all have concerns, they have
• 8:00
  confusions, and that is the reason why people just don't
• 8:02
  want to take the next step. So people are not liars, people
• 8:08
  are not stupid, people are not sketchy.
• 8:11
  It's just normal. We all do the same thing.
• 8:14
  Now, another thing that we need to consider is apart from the
• 8:16
  normal reservations, concerns and confusions, sometimes it's
• 8:21
  that the people, the person does not want what it is that you're
• 8:24
  selling or the person does not need.
• 8:27
  And in those situations, it's your fault because you shouldn't
• 8:29
  be starting conversations with people in the wrong place.
• 8:31
  Which is why over here on the podcast, I keep talking about
• 8:35
  qualification and discovery conversations.
• 8:38
  You need to be having conversations with people where
• 8:39
  you're trying to figure out who are they, what are they about,
• 8:42
  what's the problem, what vision are they trying to work towards?
• 8:45
  You know, those sorts of things. And is this even a problem that
• 8:48
  is worth solving? Because sometimes it might be a
• 8:51
  want or a need, but then the problem is not big enough to
• 8:54
  solve. Now on this strength of
• 8:57
  priorities, if school fees is next week and I'm tight on cash
• 9:05
  and me and my wife have a couple of other things that we're
• 9:07
  planning. And the children are going to be
• 9:10
  back in school anyway. And so they won't be at home for
• 9:15
  10 hours of the day. And then the remaining 10 hours,
• 9:17
  we can always do Netflix. I mean, you can see how in that
• 9:19
  situation, yes, there's a problem.
• 9:21
  Definitely the problem needs solving.
• 9:23
  But you can see how the person can say, let me think about it.
• 9:25
  I'll get back to you. And in two weeks, the person
• 9:27
  hasn't called you for the new decoder.
• 9:29
  It's because at that time, it's a, it's just a problem that is
• 9:32
  not big enough to solve, right? So this is the right way to look
• 9:37
  at it. So let's stop being frustrated
• 9:39
  when people say no, when people say let me think it over or let
• 9:42
  me get back to you, or let me discuss my wife, my sister, my
• 9:45
  pastor, my younger brother. Let me call my parents, let me
• 9:48
  pray about it. Whatever it is that people say,
• 9:50
  let us stop getting frustrated when people say that because
• 9:54
  most of the time people have legitimate reasons for saying
• 9:57
  all these things. Very, very cogent reasons.
• 10:00
  You know, you only know you, you don't know them, so you don't
• 10:03
  know where they are right now. So you have no idea what's going
• 10:06
  on. So we just need to have the
• 10:09
  right perspective. First of all, that is the first
• 10:12
  best practice that we need in overcoming sales objections.
• 10:15
  We're catching people at different times.
• 10:16
  We're catching people with different priorities.
• 10:18
  We don't know what's going on. You see somebody, the person is
• 10:21
  looking all right. I mean, you look at me, my skin
• 10:24
  is fresh, I'm baby faced, I have a pot belly.
• 10:26
  You think this guy is loaded. You know, all is all, everything
• 10:29
  is good. But you don't know, the person
• 10:32
  might be fresh on the outside. You don't know what's happening
• 10:34
  in the pocket or the person might be fresh on the outside.
• 10:37
  The pocket is real nice and good, but you know, something
• 10:40
  has just happened and so there's not much of A priority anymore.
• 10:43
  So the right perspective is number one.
• 10:44
  Stop taking it personal. It's just business.
• 10:47
  I know it sucks that you're talking to somebody.
• 10:50
  You guys are getting to that stage where you're now talking
• 10:52
  money. You're thinking maybe like 3 or
• 10:55
  400 KMI enter your pocket and then it just doesn't work out.
• 10:59
  So I know it sucks because every little bit helps.
• 11:02
  So even if it's 1010 K, 2020 K, everything adds up.
• 11:06
  So it helps. So First off is don't take it
• 11:08
  personal. It's just business.
• 11:09
  This thing happens. Apart from that it's perfectly
• 11:13
  normal. We all have our self-interest to
• 11:15
  protect. We will have to think about
• 11:17
  ourselves 1st and then everybody wants to preserve their own
• 11:20
  autonomy. So there are lots of reasons why
• 11:23
  people will object. Don't want to take the next
• 11:28
  step. And remember we're human so we
• 11:30
  all do the same thing. So stop forming all high and
• 11:35
  mighty and righteous. You do the same thing too.
• 11:37
  It's just that you're not conscious about it, but you do
• 11:40
  it all the time. So yeah, that's Part 1, the
• 11:46
  right perspective. Don't take it personal.
• 11:47
  It's just business. So number two-part of the right
• 11:50
  perspective is since we're catching people at different,
• 11:55
  you know, different stages in life, different priorities and
• 11:57
  all what not, the best we can do is to acknowledge and to
• 11:59
  empathize and then ask a couple of questions so that we can get
• 12:02
  to the root of the concerns. Because if the people are
• 12:05
  saying, let me think about it, let me pray about it, let me
• 12:08
  talk to my pastor. I'll call you when I'm ready.
• 12:10
  If they say that because they have reservations, concerns and
• 12:13
  they're confused about stuff, If the person says let me talk
• 12:16
  about it and it's OK, sorry, let me talk to my pastor about it
• 12:19
  and say, OK, no, I'll call you in two weeks.
• 12:23
  You haven't had a chance to address the concern.
• 12:26
  Is it the pastor or the husband or the wife who is not a
• 12:30
  specialist in this matter that they're going to discuss with
• 12:32
  you really think the person is going to give them the best
• 12:34
  professional opinion about how to get this thing solved?
• 12:37
  You are the one as a professional, you have to tease
• 12:40
  out what it is that is going on so you can address it here and
• 12:42
  now. So that even if they're going to
• 12:45
  discuss with husband and wife and pastor, at least let them go
• 12:47
  with the right understanding so that they can discuss properly.
• 12:51
  So get to the root of the concerns so that you can answer
• 12:53
  them. Then the another reason I ask
• 12:57
  questions, if it's one of these situations where they don't want
• 13:00
  it, they don't need it, they can't afford it or it's not a
• 13:02
  big enough problem, then of course there are other ways of
• 13:05
  of getting about these sorts of things.
• 13:08
  So yeah, that's right perspective.
• 13:10
  So acknowledge and empathize. So like, Oh yeah, OK, I
• 13:15
  understand me my have to pay school fees next week.
• 13:18
  So yeah, I understand you didn't expect this thing to happen.
• 13:21
  So OK, it just happens. But OK, let me see what excuse?
• 13:26
  OK, Well, in that case, I didn't give him any excuse.
• 13:28
  I just went ahead and did it because, well, anyway, we just
• 13:32
  did each other. We fixed it.
• 13:33
  So yeah, there's DSTV now in my household.
• 13:36
  And I was like, OK, so I didn't give him any objection, but if I
• 13:40
  gave him an objection, what kind of objection would he be?
• 13:43
  Let me see a DSTV person comes, you know, for once on the
• 13:50
  podcast, I'm blank. I can't think of an objection
• 13:53
  that I would give or that somebody would give if a DSTV
• 13:57
  person comes to your house. OK, I'm blank.
• 14:01
  I can't think of one, but the usual examples for let's say
• 14:07
  something else. Somebody says it's too
• 14:10
  expensive, so acknowledge and hypothesize.
• 14:12
  You can say, Olga, I understand this thing over economy.
• 14:15
  Yeah, things are expensive, especially with the rate of the
• 14:19
  dollar or something something something you know that small
• 14:21
  side chat just to acknowledge and to empathize.
• 14:24
  But then you have to ask the question like, OK, Sir, when you
• 14:26
  say it's expensive, so that means you're looking at one or
• 14:28
  two other proposals. And then you keep quiet and then
• 14:31
  you hear because if Olga has been listening to two or three
• 14:36
  other people and he has other proposals, you need to get a
• 14:38
  sense of what is on that proposal so you can make a
• 14:41
  correct comparison. Because sometimes Olga has
• 14:44
  spoken to, let's say what you quoted was 350 K Olga has spoken
• 14:48
  to somebody and their own is 250.
• 14:51
  You will now just say you now start trying to discount to 250.
• 14:55
  But you need to compare and contrast first.
• 14:57
  If you say, oh, OK, you listen to other people, somebody said
• 14:59
  250, you ask more questions like 250 for so, so, so, so Olga, Are
• 15:04
  you sure? OK, wait, what is the capacity
• 15:07
  that the person gave you? Is it the capacity of that
• 15:09
  capacity? The guy will answer.
• 15:11
  That's the reason why. Now that for that one is a lower
• 15:14
  capacity, something that of course, if it is this capacity
• 15:16
  at social sound. So of course, I'll give to you
• 15:18
  at 2:50. But for this problem that we're
• 15:20
  trying to solve, you actually need a ABC and an XYZ.
• 15:23
  So you should not be looking at anything lower than this grade.
• 15:27
  So you see how in this case somebody says you're too
• 15:30
  expensive, you empathize. Is that attainable economy, the
• 15:33
  dollar times I had school fees. And then you ask a couple of
• 15:37
  questions. You've been talking on other
• 15:38
  people. Oh, OK, these other quotes and
• 15:41
  really what grade? And that's the reason why this
• 15:44
  grade is inadequate. You should be looking at this
• 15:45
  grade and this grade even if you don't buy from me.
• 15:48
  So you see now in this case, how you're able to deal with your
• 15:53
  objection. Well, at least at the very least
• 15:55
  educate the customer that the other quotes that he's talking
• 15:58
  about are not going to be adequate to solve the problem.
• 16:02
  But if the person says, let me think about it and say, OK,
• 16:04
  boss, no, I'll, I'll call you next week, you can see how you
• 16:07
  are not going to get a chance to even figure out what the main
• 16:11
  problem was and then deal with it.
• 16:14
  So acknowledge or empathize, ask questions to try and get to the
• 16:19
  root of the problems where people have reservations or
• 16:21
  concerns or they're confused about something, Try and deal
• 16:25
  with it now. I mean your proposal and then
• 16:29
  make another proposal again. So that's just how it works.
• 16:33
  So yeah, try and find out. Do they have any reservations
• 16:37
  around price? Let's see, what else are they
• 16:40
  confused about? Specs or quality?
• 16:44
  Or is it that they have concerns?
• 16:45
  OK, yeah. So wedding photography, this is
• 16:47
  one that I faced a couple of times where somebody would say,
• 16:49
  ah, I like it, everything is good, this and this and that and
• 16:54
  that. But during my sister's wedding,
• 16:56
  the photographer did this, the photographer did that.
• 16:58
  You know, used to, I used to hear that one a lot, that during
• 17:01
  my sister's wedding, during my cousin's wedding, during my
• 17:03
  colleagues wedding, something, something, something.
• 17:06
  So sometimes people just have reservations and they have those
• 17:08
  sorts of concerns that look, you look legit, you sound legit, The
• 17:13
  samples look legit as everything seems on point.
• 17:18
  But I just don't want to pay this money because I'm afraid
• 17:21
  the person that did my sister's wedding, he also looked legit.
• 17:24
  He also sounded legit. He also blah, blah, blah, blah,
• 17:26
  blah. But on the day of the wedding,
• 17:28
  he was three hours late. Apart from being 3 hours late,
• 17:30
  he missed these photos. Apart from missing these photos,
• 17:34
  he was supposed to have delivered in three weeks, but
• 17:37
  instead he took six months to deliver, you know, blah, blah,
• 17:39
  blah. So yeah, ask questions.
• 17:43
  Guess root of the problem, then you're going to be able to know
• 17:45
  how to address it. So if the person says let me get
• 17:49
  back to you, but you never ask that question and you don't
• 17:51
  figure out that they have concerns, you're not going to be
• 17:54
  able to address it. So if they are afraid because
• 17:57
  it's what happened at my sister's wedding, you know,
• 17:59
  blah, blah, blah. If you don't at least get the
• 18:02
  chance to tell them that, oh, OK, no, this is not going to
• 18:04
  happen because you live over here, This is my contingency
• 18:07
  plan. I know this venue, we're having
• 18:10
  two shooters. This is our backup.
• 18:12
  This is how we shoot. We have redundancies.
• 18:14
  So even though I miss this second shooter always catches
• 18:17
  that this is delivery process. This is our guarantee.
• 18:20
  This is, you know, you'll be able to have that whole
• 18:22
  conversation if you don't ask questions.
• 18:25
  OK, so I think I've all flogged this whole thing about
• 18:28
  reservations, concerns and confusions.
• 18:29
  So now let me move on to the other leg, which is sometimes
• 18:33
  people are objecting because they don't want it and they
• 18:35
  don't need it. In that case, it's your fault
• 18:39
  because it happens all the time. Let me see.
• 18:43
  OK, Yeah. So I was chilling outside the
• 18:47
  estate a couple of days ago. I can't remember what I was
• 18:49
  doing there. And then one of these guys, it's
• 18:52
  the same DSTV thing because I, the DSTV guy, didn't know my
• 18:56
  address. So I just told him to drop out
• 18:57
  Zone D you know, I want to pick him up Zone D So I was chilling
• 19:00
  outside the estate now waiting for the guy.
• 19:02
  And then one of these guys comes along.
• 19:04
  You know, these my little boys that sell these, What do you
• 19:08
  call this thing like baraga as in it's, it looks alcoholic and
• 19:14
  there's some roots inside. The thing looks fermented.
• 19:18
  It looks like engine oil. But any people drink it for all
• 19:20
  kinds of things. You know, all these miracle
• 19:22
  medicines that if you drink it, you know, you have no erectile
• 19:26
  dysfunction. Your liver will be clean, your
• 19:28
  kidney will be clean, your sugar will go down, your diabetes will
• 19:30
  disappear, your eyesight will be restored in all those magic
• 19:34
  medicines. So I'm there minding my
• 19:36
  business, and then this guy walks up and because of my
• 19:39
  potbelly, everybody assumes that I have all kinds of problems.
• 19:43
  And so he walks up and he's trying to tell me that, Olga,
• 19:46
  that you buy this one. You know, your girlfriend would
• 19:48
  appreciate you. No more weakness.
• 19:52
  What again? No more sugar, no more diabetes,
• 19:56
  no more these, no more that. And of course, my eyes are kind
• 20:00
  of yellow. I don't know why, but that's
• 20:02
  just how my eyes are. He said my eyes too, would be
• 20:04
  clear and everything. And I'm like, no thanks, thanks.
• 20:06
  No, no, no, I don't need it. No, no, no thank you.
• 20:08
  No thank you. No thank you, no thank you.
• 20:11
  And sometimes the people are just saying no thanks, I'll
• 20:15
  think about it. Come back in two weeks.
• 20:17
  The reason why they're saying that is because really, really,
• 20:19
  really there's no need. So all the problems that he's
• 20:22
  talking about, I don't have. I don't have diabetes, so no
• 20:25
  need. I don't have erectile issues, so
• 20:28
  no need. OK, Well, TMI for the podcast,
• 20:32
  my eyes being yellow, it's something else.
• 20:35
  I've seen the doctor. My eyes are perfectly fine.
• 20:37
  The Oh, by the way, for those of you who don't use glasses and
• 20:41
  you've never seen an ophthalmologist, you can check
• 20:44
  the how do you call this like eye pressure, like blood
• 20:48
  pressure, where you can check it for the eyes.
• 20:50
  So the pressure on my eyes has in everything is fine.
• 20:52
  Like there's no problem. And to be honest, even if I had
• 20:55
  a problem, I'm not going to buy from this roadside guy, but
• 20:59
  people buy from them. So anyway.
• 21:02
  So sometimes somebody is saying no thank you, no thank you.
• 21:05
  Let me think about it. Let me talk about my wife.
• 21:06
  Let me pray about it. Let me talk to my pastor, come
• 21:09
  back next week, e-mail my secretary.
• 21:11
  Sometimes people, I give you the whole run around because they
• 21:14
  just don't want to shout at you and say, look, young man, can
• 21:16
  you get away, please? You are annoying me.
• 21:18
  Should I try to be polite? What really they don't want and
• 21:21
  they don't need. And when that happens, it
• 21:24
  actually is your fault. If you go for wedding
• 21:28
  photographers, you go, you talk to the bride.
• 21:32
  Our congratulations just got proposed to.
• 21:34
  You guys are talking, talking, talking.
• 21:37
  And then, oh, when is the wedding?
• 21:38
  She says, oh, the wedding is next year, but you're trying to
• 21:41
  close the deal now. Well, there's a want, but
• 21:45
  really, there's no need. Yeah, she wants a wedding
• 21:47
  photographer, but the wedding is next year.
• 21:50
  This is Niger. In Nigeria, we don't book
• 21:52
  wedding photographers a year out.
• 21:53
  I think maybe wedding halls, people book wedding halls maybe
• 21:56
  like six months out. I don't know if the trend has
• 21:58
  changed, but one year, I don't think so.
• 22:02
  So I know in America people book wedding photographers one year
• 22:04
  out. If you're like a superstar
• 22:06
  wedding photographer, maybe even two years outside, they'll book
• 22:08
  you down. But Niger, that's, that's just
• 22:11
  not the culture. So in that case, there's a want,
• 22:14
  but there's not really a need. I mean, it's it's next year,
• 22:17
  it's 1213 months away. So trying to collect a deposit
• 22:21
  now that's a long thing. So we need to give ourselves
• 22:24
  brain sometimes. Sometimes we're the one who are
• 22:26
  causing the objections. There might be a want, but it's
• 22:29
  not really a need yet. And then sometimes people can't
• 22:31
  afford, which is why I say have the money conversations early.
• 22:35
  Because if you have the money conversations early, you know
• 22:37
  that this person can't afford, you know, you just leave it.
• 22:40
  So if you're a DSTV guy and this kind of thing happens and the
• 22:44
  person is wasting money objections and it looks like
• 22:48
  they have unrealistic expectations about Decoder.
• 22:50
  If you've told the person that really, really, really decoder
• 22:53
  is 55 K and the person doesn't believe and the person thinks
• 22:57
  they can get it cheaper, but you as a professional, you know that
• 23:00
  there's no way they can get it cheaper.
• 23:02
  Oh, you do. There's no, there's no point in
• 23:06
  harassing the person. I say, well, OK, well, I've told
• 23:08
  you if you want, you can go to the STV main office or blah,
• 23:10
  blah, blah, blah, blah. And Rachel, here's my phone
• 23:13
  number. If you change your mind, let me
• 23:15
  know. I guess that's the best you can
• 23:17
  do in that situation. Money objects.
• 23:19
  I mean, they can't afford it. They can't afford it.
• 23:22
  Money expectations, unrealistic. There's nothing you can do.
• 23:24
  So stop wasting your time there. And then what else?
• 23:29
  OK, I've already spoken about how it's not just a big enough
• 23:32
  problem. So when you're dealing with
• 23:33
  these sorts of situations, no want, no need, people can't
• 23:36
  afford, it's not a big enough problem.
• 23:38
  Then what you do is move on, really.
• 23:42
  Because when you're dealing with this class of things, this one
• 23:46
  is really, really substantial. Just move on.
• 23:48
  You're not, you're not, you're not Moses.
• 23:50
  You're not going to squeeze water from a rock.
• 23:52
  Just move on. Or you hand them over.
• 23:55
  So as a wedding photographer, that's what I used to do.
• 23:58
  Like, OK, no, allow. No problem.
• 24:01
  I really can't match you on that price.
• 24:03
  But I know somebody who seems OK.
• 24:05
  He works within this range. Let me hand you over.
• 24:08
  So call my colleague. This is his phone number.
• 24:10
  He'll take care of you. Just tell him that you're from
• 24:12
  Tavishima. And then I'll leave it like
• 24:13
  that. Hand it over to someone else who
• 24:15
  can sort them out or try and get a referral.
• 24:18
  That's something that I learned when I was trying to do when I
• 24:21
  was selling insurance, briefly selling insurance and financial
• 24:24
  products, because in that space they try and get referrals from
• 24:27
  everybody. So.
• 24:27
  Oh, OK, you already have a provider, you already have life
• 24:31
  insurance, you already have this, you already have that.
• 24:33
  OK, fantastic. No problem.
• 24:34
  Have a wonderful day, man. Oh, but before I leave, do you
• 24:37
  know anybody who might need XYZ products?
• 24:42
  You know, so you're currently with this provider, they're
• 24:44
  giving you 12%, you're happy with it, no problem and have a
• 24:47
  wonderful day. Oh, by the way, Ma, is there
• 24:49
  anybody else in this office and you know that could benefit from
• 24:52
  this kind of product? So.
• 24:53
  Oh yes, I had talked to Colleen accounting department.
• 24:56
  Oh, OK, thank you. Ma.
• 24:59
  Can I have his phone number? You get the phone number and
• 25:01
  then you leave. You try and get a referral out
• 25:03
  of the situation because you're trying to look for someone else
• 25:05
  to talk to because currently you can't help this person.
• 25:09
  This person has no wants, no need that you can meet.
• 25:12
  So try and get a referral off of that person.
• 25:14
  So step one, hand them over to somebody else.
• 25:16
  Step two, try and get a referral off of this person.
• 25:19
  Or Step 3, especially for those people who have a problem that
• 25:22
  is not big enough yet or that is not worth solving.
• 25:24
  Like let's say you're in the financial production team
• 25:27
  because this one currently is buying insurance from Leeway,
• 25:30
  unless you're selling insurance from Access, doesn't mean she
• 25:33
  might not change in the future. So you get people on the lead
• 25:36
  nurturing campaign. Lead nurturing is just lucky,
• 25:41
  where lead is someone who has done something to show that he
• 25:43
  might be interested in your product or service.
• 25:45
  If this woman has bought insurance or financial products
• 25:47
  before, the chances are she might want to buy again.
• 25:51
  So you come up with a campaign where you stay in touch with
• 25:55
  people over e-mail or over WhatsApp or over Telegram or
• 25:59
  whatever it is that you do. The whole point is you just want
• 26:02
  to remain top of mind with these people every week or every
• 26:04
  month, Shad, they should be seeing you and remember, like,
• 26:07
  oh, OK, this person is there so that when the problem becomes
• 26:10
  big enough or when they reassess their priorities, they know
• 26:13
  that, OK, you can call this guy, you can call this babe to help
• 26:15
  sort of sort you out. So that's the whole point of
• 26:18
  lead nurturing campaigns. You're just trying to remain top
• 26:20
  of mind with people until the problem becomes big enough or
• 26:23
  until they're ready. So, you know, you put them in,
• 26:27
  you know, you send them WhatsApp messages.
• 26:30
  Let me see, well, apart from WhatsApp messages, staying in
• 26:32
  touch, WhatsApp messages, educating them on educating them
• 26:38
  on things in your industry. Let me see, OK, I'm kind of
• 26:43
  black now, but depending on the context, you know, we can
• 26:47
  actually sit down no matter the industry and come up with some
• 26:51
  sort of campaign that worst case scenario, even if it's once a
• 26:54
  month, you'll be able to send one message to them just so they
• 26:58
  can see that, oh, OK, this person is alive.
• 27:00
  This is what this person does. If things change, I can reach
• 27:03
  out to this person and maybe also re educate people so that
• 27:11
  educate people continually so that they have a better
• 27:14
  understanding of things they might not have considered
• 27:15
  before. Because somebody might have gone
• 27:18
  ahead and bought some insurance product with lead way or with
• 27:20
  access. And let's say you're selling
• 27:22
  insurance for does GT bank have insurance products?
• 27:27
  OK, let's say Nikon, so Nikon insurance.
• 27:30
  So maybe people have been buying one kind of insurance product,
• 27:33
  but it actually is not a fit for them and they don't know that
• 27:35
  because of changes in government policy or something like that.
• 27:38
  If you have those people on e-mail or WhatsApp, we're
• 27:42
  sending them messages and things like that.
• 27:44
  You could be through those messages that they now find out
• 27:46
  about a tax change here or legal change here or whatever that
• 27:50
  makes more sense for them to switch.
• 27:52
  And you know, there are deals that have been one that way
• 27:55
  because somebody sees something put out and they call you and
• 27:57
  say, oh, I saw what you said in that last WhatsApp message or I
• 28:00
  saw in your last Instagram post, you know, something, something,
• 28:03
  something, is there something I need to be concerned about?
• 28:05
  And maybe we'll have the conversation and you know, it
• 28:08
  might and who knows. Anyway, 30 minutes.
• 28:12
  So let me just wrap it up. I've gone for too long.
• 28:15
  So the best practices for overcoming sales objections is,
• 28:17
  first of all, just get the right perspective.
• 28:20
  People have reservations, people have concerns, people are
• 28:22
  confused about stuff. So empathize with them.
• 28:26
  Ask them questions, figure out what the problem is.
• 28:29
  If you can address the reservation or the concerns,
• 28:31
  that's cool. It might make it easy for you to
• 28:34
  continue with the with the business deal if they have
• 28:38
  confusions, hopefully you'll be able to clarify what the
• 28:40
  confusion is and might be able to make progress.
• 28:43
  But where you are dealing with situations where there's no
• 28:46
  want, there's no need, they can't afford it.
• 28:48
  The problem is not a big enough problem yet.
• 28:50
  Please move on. Don't waste your time.
• 28:53
  Hand them over to someone. Don't waste your time.
• 28:56
  Try and get a referral. Don't waste your time.
• 28:58
  If this door is closed, another door might be opened.
• 29:01
  And then if you think something else might come out of it in the
• 29:04
  future, look for some way of staying in touch.
• 29:07
  Back in my wedding photography days, one of my wedding planner
• 29:10
  friends scolded me seriously because she noticed that I
• 29:14
  talked to brides and I talked to grooms, but I never follow
• 29:16
  anybody on Instagram. I was just like, how can you not
• 29:20
  follow them on Instagram? And I was like, why should I
• 29:22
  follow them on Instagram? He said, look, this is how it
• 29:25
  works. You follow them on Instagram, a
• 29:27
  couple of them will follow you back as you are putting up
• 29:30
  photos on Instagram, they will now be seeing your photos and
• 29:33
  that's how you remain top of mind.
• 29:35
  And I was like, oh, I see. For me, the way I was looking at
• 29:39
  it was I was tired of seeing people's rubbish on my Instagram
• 29:42
  timeline. So I unfollowed as many people
• 29:44
  as possible. But my wedding planner friend
• 29:47
  severely scolded me. And I realized that what I was
• 29:49
  doing was not a wise business move.
• 29:52
  I should follow as many of the brides and groom as possible.
• 29:55
  Maybe as their own thing comes up, I just click on not
• 29:59
  interested or deprioritize, hide, whatever.
• 30:02
  So my timeline is now flooded. But at least there's the
• 30:05
  possibility that as I'm putting up photos, all these other
• 30:08
  brides and grooms that have followed me back will be seeing
• 30:11
  my stuff and then remain top of mind.
• 30:13
  So it doesn't have to be WhatsApp, it doesn't have to be
• 30:14
  emailed. There are different ways of
• 30:15
  remaining top of mind. So follow people on Instagram,
• 30:19
  let them follow you back as you're updating stuff, they'll
• 30:21
  be seeing it and they'll be, they'll be remembering you
• 30:23
  exist. For LinkedIn, it's the same
• 30:25
  thing. Follow them, follow back,
• 30:27
  exchange all 2 messages. As you're posting on LinkedIn,
• 30:29
  they'll be seeing your stuff on LinkedIn, they'll remember that,
• 30:31
  oh, you exist. When I'm ready for solar or when
• 30:34
  I'm ready for DSTV or when I'm ready for insurance, this is the
• 30:37
  guy to call. So that sort of thing.
• 30:39
  So that's it for today pretty much.
• 30:42
  Please connect with me on WhatsApp.
• 30:43
  The phone number is 08064662140. Country code is +234.
• 30:49
  For those of you who are not Nigerian, then yeah, LinkedIn
• 30:53
  has the best place for business and career development.
• 30:55
  So those of us who are listening to shows like this actually
• 30:58
  should be on LinkedIn is the best place to be.
• 31:01
  Well, except for except if you're in the business of
• 31:04
  selling scrap, for instance, like people who sell scrap, I
• 31:07
  know that they have very active communities and buy networks on
• 31:10
  Facebook. So if you're a scrap dealer,
• 31:13
  then go on Facebook. Well, if you're not a scrap
• 31:14
  dealer, then you should be on LinkedIn.
• 31:18
  So the name to look for is Tavishma Agade.
• 31:21
  That's my name. I'm the host of the show.
• 31:24
  You'll get the correct spelling of my name from the link.
• 31:26
  We're currently listening to the episode.
• 31:27
  So if you're listening on YouTube, bottom left above the
• 31:31
  title, you see my name. Just copy that name, paste it in
• 31:34
  LinkedIn. And then you see me, my handsome
• 31:36
  Facebook come out and just click on is it connect?
• 31:41
  I'll be sent connected. Well, I think you see a blue
• 31:43
  icon that says connect, so click on that.
• 31:45
  We'll get connected. And yeah, we can have a chat.
• 31:48
  So you all have a wonderful day. And yeah, so that's it.
• 31:53
  I'll catch you guys at the next episode.