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Responding to your obligations

Most salespeople are trained to cut objections off
at the pass, come back with an unanswerable
response and lay the “problem to rest once and for
all.
Better: Stop and think about what the prospect
said – and the way he said it.
Follow these suggestions:

Ask for clarification. Encourage the pro-
spect to go into more detail about the ques-
tion. You’ll be better positioned to see
what’s really at stake.
Maintain eye contact. If you’re not
looking at the prospect, you could miss
important nonverbal cues.
Monitor your tone. Assume the question
is nonthreatening. Don’t raise the stakes
buy replying in a judgmental or defensive
tone.
Blame the problem on your own mis-
understanding – never the prospect’s.
Any and all misunderstandings ad wrong
turns belong to our even if the prospect is
way off-base.
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