“I’d like to think about it.” Hear that and many salespeople either panic and push, or politely give up. Neither helps the buyer.
Here’s a simple 4-step filter you can use to handle most concerns customers and prospects raise. It’s called ARIA.
A: Accept the concern
This shows you’re listening. It might be a nod and a smile, or on the phone, a smile and a simple “OK.”
R: Reassure (deliver empathy)
“Sure, it’s important to make sure you’re doing this for the right reasons…”
I: Isolate the issue
Find out whether this is their only concern. Simply ask: “Is that your only concern?” If yes, great, you only have one thing to answer. If no, ask what the others are.
A: Answer the concern
Ask something like: “What element is it that you need to look at?”
If the objection was a knee-jerk reaction, they may pause and answer it themselves: “Actually… nothing!” In that case, act straight away: “Great, let’s get this first order arranged for you!”
Or they might reveal the real sticking point, such as which level of support to choose. Now you can make a genuine recommendation:
“OK, given what we’ve discussed I recommend the Gold package, and if you find you need more support we can always move you up to Platinum. Plus, your first month of support is free, so you’ll soon know what’s right for you.”
Why it works
ARIA replaces pressure with curiosity. The buyer feels heard, you get to the real issue, and nobody feels pushed. That’s non-pushy selling in a nutshell.
Want your team doing this every day?
Reading a tip is easy. Making it a habit across a whole team is where training comes in.
Talk to Martyn