I’m gonna’ talk about SELLING today.
Because nobody wants to be slimy, sleazy, or feel gross when running their biz, amiright? AND YOU DON’T HAVE TO!
I’ll cover some of the most common things I hear, like:
⇸ I don’t like doing sales calls
⇸ When should I make an offer
⇸ I don’t want them to think I’m salesy
⇸ I’m scared I’m being annoying
⇸ What should I do if they say no
⇸ What should I do if they say YES!
⇸ Common objections (time, money, spouse, etc.)
⇸ Setting up your sales process for success
*NOTE* This video was recorded LIVE inside my Facebook group, Brand Boldly for Service-Based Entrepreneurs as a #ThirstyThursday training video. Join the group to participate LIVE and get your questions answered in real time.
Not a video person? No worries.
Read the audio transcription below
We are going to talk today about sales and selling and all things related to sales and selling. I have my list of questions like always, but if you have any questions of your own, just put them in as we go and I will go back and answer them and let’s just jump in. Cool? I’m trying to get everything pulled up all at once so I can see all of your comments. Hey Tamera! Hand raised, does that mean you have a question? Or just, Hey, I’m here, hand raised!
Cerveza. It’s still alliteration. Okay. Even though it’s not, it’s not the same letter, but I’m still counting it. Cerveza and selling. It’s Dos Equis again, because that’s what we always have. I think this is the third time I’ve had Dos Equis on one of these calls. Oh well. So questions as we go. No, like school when they call your name. Oh, present! Yup. Okay, cool.
Sales in general, people are terrified of it, right? People don’t want to be seen as salesy and slimy and sleazy and all of those typical used cars salesman type people. Nobody wants to be seen like that. Right? Of course. That sucks. I want to talk today about some common questions that I get and ways that you can set up your business so that you’re never put in that situation of feeling like that anyway.
That’s the ultimate goal, right? It’s not just how to avoid that necessarily, but how to not have to ever be put in that situation in the first place. Because nobody wants to feel like that. You don’t want to feel slimy and salesy and gross, but also no one else wants you to make them feel like that either, you know? No one likes being sold to. We’ll talk a little bit about that and just how to present your offers and present your stuff in a way that doesn’t feel like that and it doesn’t feel like that for the other person. Cool? Awesome.
Anybody that joins late, put in your questions, por favor, and we’ll get started. Oh wait, I have one more little window that I need to open so I can see stuff. I wasn’t prepared. Okay, now we’re ready.
First question on my list is just, I don’t like it. That’s not really question, is it? I don’t like doing sales calls. I guess it’s the most common things that I hear, are I don’t like doing sales calls. And I’ll just say, when I very first started, this was the number one thing that I was terrified of. I did not ever, ever, ever want to get on a call and try to sell something to someone. And I honestly still don’t “selling” anything, but I was freaked out about it forever.
I remember going through all of the different entrepreneurs that I followed online and seeing if they had any kind of sales training or sales course. And actually the, the coach that I ended up working with, she is specifically a sales coach. Because that’s the number one thing that I was just terrified of. And one of the very first freebies that I ever made had to do with sales calls. I don’t ever advertise it, I think it’s a pin on Pinterest, so I get maybe two people a month that just happened to find it.
But, sales calls can be terrifying. You’re not the only one if you feel that way. You’re not the only one if you do feel that way, but I want to go in a little bit deeper today and show you why that is completely unnecessary to feel that way. And how to reframe your mindset around sales and selling and offering things to people for money so that you can feel more confident in doing it. Cool?
The next thing on the list is when should I make an offer? There’s two different parts of this that I wanted to talk about. And again, for everybody that joined late, if you have any questions as I go, just put them in the box and say hi and let me know that you’re here. But, when should I make an offer? The first side of this is building that relationship and establishing that relationship first. That will be what we’ve already talked about, specifically last week’s #ThirstyThursday call. if you haven’t seen it yet, we talked about mailing lists. And that’s what a lot of that was. Just establishing that relationship first to be in the position in their mind to make an offer. That’s the first side of it.
The second side of it is when should I make an offer? Like, in terms of having a call with somebody or a conversation with somebody that’s interested in working with you. A lot of people don’t even do sales calls anymore and I think that’s cool. If you just full-on don’t want to do it, then just don’t do it. There are other ways around it. But I actually like having calls with people now. Because I am so picky about who I work with – my standards are really high, I’m not gonna try to pretend that they’re not – I have pretty high standards of the types of clients that I work with. I want to have that call. I want to get on, I say the phone, it’s not the phone, it’s video chat. I want to get on face to face with that person and make sure we really are a good fit. And I think if you go into a “sales call” with that mindset, you’re going to have a lot better luck.
If there are specific questions about that, put them in. And then if there’s a specific time in the call that you’re struggling with or a specific thing – just any specific part of the sales call. And I’ll go over what I do and hopefully that’s helpful.
Let me read these comments real quick. Building relationship is numero uno. Yes. And I love the Spanish because I got my cerveza.
When should I make the offer then? On a sales call, I’ll just go through the process that I have with people. First thing first, I’m going to skip ahead a little bit, and say that – I was going to save this for the end, but it makes more sense now – I have a prescreening process before I ever get on a sales call with anybody. Because I’m very picky. There’s a form on my website with ten-ish pretty deep questions that you have to fill out before you can even get to my calendar to even book a time. And I have it like that on purpose.
Before I’m ever getting on the phone with anybody, I know that they’ve already looked at my sales page. I know that they already know the price, how much it costs. And because of the depth involved in the questions that I ask, I know there are legitimately interested and they’re not just trying to get free advice, basically.
I strongly, strongly recommend that everyone has some prescreening process. That doesn’t necessarily mean that you can’t take any other clients, but it does really, really help you focus in on the exact type of client that you want to work with. We’ve talked about that a ton before. If that’s not making sense, go back and watch the the ideal client videos and the last week one about building the relationship first.
But yeah, when should you make an offer on the sales call then? So they fill out the form on my website, it’ll send them a link after they fill it out. It says something like, “Hey, thanks for filling out the form, here’s the link to book the calendar. Unless something is crazy wrong, I’ll let you know. But most…” It says something like, “I’m just looking for initiative. That just the fact that you filled out the application at all is really all I’m looking for.” Unless it just says something crazy in there that makes me think you’re not legitimate, then it’s usually fine.
Then they book a call on my calendar and we get on the call. And how it always starts out, at least from me, and again, this is probably different for everybody, but I like to start out with an overview of the session. I think part of where stuff comes in, where you feel slimy and sleazy and stuff, is the idea that you’re trying to trick them into doing something. I think that’s what makes sales feel gross in those situations. When somebody is trying to get you to do something you don’t really want to do or trying to manipulate you. And what’s it called? The bait and switch, where they tell you it’s one thing and it’s something else.
That’s the stuff that feels gross and that’s what we want to avoid. Right? I like to just straight up say it at the very beginning. I like to say, “Hey, I’m so glad you’re here. I’m so glad to get to know you and learn more about you and your business. Is it okay if I just give you a quick overview of how these calls usually go?” And everybody says yes. Everybody likes to know what’s going on, right?
So you go through and I just say, “okay, we’re going to get to get to know about your business and see if we’re really a good fit for each other. And then if we are, we’ll go in and we’ll talk about the different ways that I’m available to help you.” That way they know it’s coming.
By the time we actually get on a call, it shouldn’t be a shock that I’m going to offer you something because that’s why we’re on the call. Right? Just setting up those expectations beforehand and making it very clear what it is that you’re doing eliminates 90% of that crap. Honestly. Just being very clear in setting expectations up front is like, the number one thing. And there are a bunch of different ways to do that, but that’s like the number one way to not feel salesy, honestly.
So I’ll pause right there for a second to get a drink and read my comments, but just set expectations and be prepared. That’s pretty much it.
Kayla says, I love that about your approach. Oh, thanks Kayla. Kayla, I think we did a free, we did a strategy session for you, so that was a little bit different than a typical sales call. And I’ll talk about those a little bit later, too. I don’t think it’s on the list, but that is a good thing to bring up. If you’re doing some of strategy / coaching call and how that differs from a sales call. Because they’re two different things, but you can use them together. So I’ll talk about that at the end, too. Or where it pops up logically next. I kind of go out of order. Hopefully nobody gets mad that I don’t follow the list. But anyway. Okay, Tamera, what do you use for your prescreen questions? Just Survey Monkey?
So my Brand Boldly page is in Leadpages and I use Dubsado as my CRM and it handles intake forms and invoices and contracts and literally freaking everything. Dubsado the best thing ever. I have a Dubsado form, a questionnaire, that’s embedded inside Leadpages. On the page, you go through all the sales page and all this stuff, it gets to the point says, okay, apply for a call and you click that button and it pops up with these questions. And then you fill out the form and it will automatically make you as a lead in my Dubsado list. I know Tamera likes it when I share all my secrets. That’s the systems / automation side of it. It’s Dubsado and Leadpages tied together is how I do it. There are a million other ways to do it. You can absolutely use Survey Monkey or whatever. I think there’s even free stuff. You could use whatever comes with WordPress, lead capture, just get some kind of information. There’s a million ways to do it, but that’s the way I do it. And I love Dubsado. It’s amazing.
So, oh wait, I got more. Yay, I got more comments! I love when you guys put comments and questions and I’m loving all the little emojis flying across my screen. It makes me happy. Set expectations up front. Yes. Yes.
And I like that language, too. Tamera says if this feels like a good fit. I really like using that language. If this feels right, if this is something that feels good to you. I used to avoid saying stuff like that because that’s my sage-y, analytical mind. I’m like, psh, feelings got nothing to do with it. We all know that’s a lie. People make decisions based on feeling and emotion. Not logic. You back it up with the logic. So yes, I do. That’s the exact language that I use – like Tamera put in the box – if this feels good to you, if it feels good at the end, if you feel like this is a good fit, if we feel like moving forward. I like using that language, too.
Neato. Dubsado and Leadpages, yep. Ipshita, what to do if you feel like the kid is not a good fit for your dance class. Okay, yeah. You have the dance studio!
I’m trying to think how we can relate that back because you’re just having an in person sales conversation, basically, since your business is more brick and mortar, but still service. If I were talking to somebody and I feel like they’re not really good fit for the program, it’s really, really important to be honest. Straight up, be honest.
And that doesn’t mean that you are negative or rude or anything because I – not that you would be – but you do see that sometimes. Where like, hmm, you’re not right. And I feel like the few times that I have had to do that – like I said, I have all this stuff set up beforehand so that if they’re not the right fit, they pretty much know that before we ever get on a call. But sometimes it does happen.
It happens mostly to me when it’s a product based business and I only work with service based businesses. And they’re like, oh, well I really want to do this program. But that’s not really what it’s made for. So when I do have to tell people no, it’s usually that. How I approach it is, “I’m really excited that you’re interested. I’m so glad that you thought of me and you want to work with me. Unfortunately, that’s not really what I do and I don’t think it would really benefit you in the ways that you’re needing it to.” And if you can recommend somebody else, I feel like that’s the best way to go. Ipshita, if there’s another dance studio around you.
You do you do the very specific, is it Indian? Was an Indian dance? Tell me if I’m wrong. I think that’s what it was. Depending on where you live, there might not be another alternative, but if there is an alternative, I was trying to recommend somebody so it doesn’t feel like you’re brushing them off and pushing them away. But they’re still getting value.
Or another thing that I do, I’ll say no, if I don’t have a person to recommend or anything else like that, I can say, “well some of the foundational pieces do apply and you can always join my email list or join my group. And I do a lot of training videos in this group so some of those foundational pieces will apply.” Just be respectful and graceful, but also firm. If they’re not a good fit, say that this is not going to happen in a nice way. You can’t believe the window open, though. Don’t just say, well, I don’t really know.
That’s one of the other really important things about these sales calls, is you are the one who’s leading the call. You’re the boss, kay? And you can do that respectfully and gracefully and politely, but you’re in charge. And setting those expectations and setting those boundaries and being very clear and firm up front is going to make a huge difference. Not only does it get you where you want to be, but it also builds your credibility, honestly. People want you to be in charge. If they’re reaching out to you as the expert, you need to be the expert. And if you’re wishy washy and not sure, then it’s gonna make them doubt your abilities sometimes. And obviously that’s not true with everybody, but the more clear and concise and firm – but nice – you can be, the better.
If they’re not a good fit, that’s what I would do. First, try to recommend them to someone else and very clearly say, no, I’m sorry this is not a good fit. Here’s what we can do instead. And maybe you have another sort of, like if I had a course or something that I could recommend them, I would do that, or try to recommend another person. That’s how I would do it. Hopefully that answers your question.
Yeah, it’s hard when they’re kids too. Yeah. You have that whole other dynamic where they’re kids and you’re not actually talking to the client, you’re talking to the parent. That definitely makes it harder, I’m sure. And that’s another thing, too, that we’ll talk about a little bit more, but what to do with objections, if you have objections, will they have to ask somebody else? We’ll get to that later. But if at all possible, try to make sure you’re talking to the primary decision maker up front.
That’s something else that you can put into that initial questionnaire. I don’t think I have that question in there, but that that’s a good thing to add. Maybe I should add it. Who are you in the decision making process? It’s not as big of an issue for me because I’m mostly talking to solopreneurs, but if your ideal clients are in the corporate world or bigger companies, make sure you’re getting to talk to the right person. Because it’s pointless to have this amazing sales conversation and they’re ready to sign up, and they’re not even the one that makes the decision. Then either you’re going to have to talk to somebody else or they’re going to have to try to convince somebody else. Just try to talk to the right person up front. If you can figure that out before you get on there, that’s a good thing, too. Cool?
Gosh, I have the hiccups. I promise it’s not because the beer, I’m not a crazy alcoholic over here. I’ve had this much beer. I just have the hiccups.
I’m still on this second question. Sorry guys. I’m all off track on this one. Hopefully you’re still getting valuable information. They fill out the form, we get on the call, I give them an overview, and then we do the call. Which is basically what I said in the overview. It was, we go through and you tell me about your business, tell me exactly what you’re looking for, what you need help with. And then we evaluate from there. Say, okay, that’s awesome. Either I can help you or I can’t. And what I say next depends on, either I can help you or I can’t. If I can, I say something like, “okay, cool. I think this would be a really good fit, then. Do you mind if I tell you a little bit about what it would look like to work together? And then that’s when you would go into the “sales” part.
Anybody who’s watched any of my other videos where I talk about this, I don’t ever use that word, honestly. I’m using it for this because we’re talking about “sales.” I don’t ever talk about sales or use that terminology because I don’t like it. Because I think it has a negative connotation even though it shouldn’t. I don’t think that it should, but I think that it does in a lot of people’s minds.
What I like to say is, you’re making an offer, right? At this point in the conversation, it’s not really a sell anyway. That’s all it is. They have all the information they need. You have all the information you need, you’re a good fit or you’re not a good fit and you’re saying, here’s what I have. Would you like it? I’m offering it to you. You can choose to take it or choose to not take it. And that’s pretty much the whole conversation and that’s all it really needs to be if you’ve done everything right up until that point.
Does that make sense to everybody? Can I get little hearts or something if that makes sense? Or if I’m totally way off base or if you have any questions about that. If that sounds totally crazy and you think I’m a lunatic, let me know. Basically just – you’re making an offer. That’s what sales is. You’re making an offer to the right person. Cool?
Okay, I already covered “I don’t want them to think I’m too salesy.” “I’m scared I’m being annoying.” Oooh I like that question. Again, it’s not really a question, but I hear this all the time. They’re going to think I’m annoying, they’re going to think I’m bugging them. Stuff like that. And honestly, you hear that a lot more from women than men. Typically that’s not a man problem. It’s a woman problem. Not always, but typically it is. That’s something else that I like to try to just reframe that mindset a little bit
Remember that you are only talking to your ideal clients and that they need what you have to offer. If you feel like you’re being annoying, if you are getting vibes where people are like, oh my gosh, shut up, you’re probably talking to the wrong person. I’ll start there. You’re probably talking to the wrong person if you’re really feeling that. I would back up and go back and do more ideal client research.
If you haven’t watched any of those yet, what I mean by that is not ask your audience what they think, but really dig in to their brains. What are they thinking? What do they need? Because I think when a lot of people talk about ideal client research, what they’re talking about is polling your audience and asking people in your group what their opinion is about X, Y, Z. And sure, that’s helpful. I’m not saying that’s not helpful, but that’s not necessarily the same thing I’m talking about when I talk about ideal client research. Because the questions that you need to know the answers to, sometimes your ideal client doesn’t even know the answer to. Does that make sense? You need to know them better than they know themselves and you need to be so far in their head that you’re offering them something that they might not even know that they needed until they hear it from you. Right?
Amen sister. I like that comment. I’m going to pin that comment to the top. Sorry. I’m in a weird mood today, guys. I just did an awesome video interview with Tamera and I can’t wait for it to come out so I’m all pumped up and in a weird mood because I just had so much fun earlier.
Anyway, if your thoughts are going to “they think I’m going to be annoying” or “they think I’m annoying. They don’t want to hear from me. I’m being salesy and spammy and sleazy,” all that stuff. Back up and make sure that you’re talking to the right person. And then if you are talking to the right person, then maybe it’s time to just shift that mindset a little bit and try to reframe those thoughts into, if you’re having a conversation with them it’s because they like you. Right?
And again, this comes back to setting it all up the right way in the first place. For me, they’ve had to work kind of hard to even talk to me at all, right? And I’ve done that on purpose, so it’s a little bit easier for me to say that.
So maybe I’ll talk about it like, if we’re making posts in Facebook groups and trying to get people to do something online and they don’t really know who we are then. It’s still really important then to make sure you’re talking to the right person because the right person for your offer, for whatever you’re selling is not going to think it’s annoying. They’re going to think, oh my gosh, I need this. Even if somebody else doesn’t get it, that’s okay. We’re only talking to that one person. Right?
It’s about shifting that mindset into sales being more of a service itself. Than a here, I’m trying to get you to do something. It’s more like, I have something that can help you. That’s something I say a lot, you’ve probably heard me say this before, if your service, if whatever you’re selling is not valuable, please just leave now. Because I only want to be working with people who have real value to give and want to genuinely help other people. That might be with their business. That might be with their mindset. That might be with dance. It doesn’t matter, as long as your goal is to provide value and actually help people. If you are trying to scam people out of their money, you are annoying and slimy and sleazy and you can just leave. I should’ve said that at the beginning, but anyway.
Just reframing those thoughts into something like, this person will be better off if we work together. I can actually help them. I can make a difference for them. If they didn’t work with me, would they be able to meet their goals? Could they still get where they’re going without you? You know? And sometimes they can, but most of the time they can’t. People need what you have. People need what you have. And you have to believe that. You have to. Because if you don’t believe that, you’re not gonna be able to convince anyone else. Right?
If you don’t passionately believe in whatever you’re offering, it’s going to be obvious and you’re not going to have the confidence to present the offer and make the “sale” in a way that feels good if you don’t actually believe it. Right?
With my stuff, I think it says something super cheesy on my home page, like believe in your thing with your something heart, soul and pinky toe or I don’t know, it says something cheesy. But it’s so true, though. You have to be super passionate about what you’re doing or no one else is ever going to be. If you’re having those feelings, those thoughts of, I’m being annoying, no one wants to hear from me, all that stuff. Make sure you’re talking to the right person and then reframe those thoughts into they need what I’m offering. I am offering so much value. They needed in their lives. And if that’s not true, then that’s a whole separate issue. And if that is true, it might take you a little bit to get your head around it and reframe those thoughts. It’s not like a light switch that you flip obviously where it’s just like, oh, I’m totally fine now.
But if you can’t, if you fully cannot believe that, then it’s not a sales issue. It’s an issue with your offer and that’s something totally different. Right? Let me know if you have any questions far. I’ll see what else is in here. This makes it a lot of sense. Good. Thanks Kayla, I’m glad.
It’s because no one knew If we had pants on. Perks of working from home. Yeah, so I’m still wearing them too. I did that interview with Tamera and we were talking about curling our hair and stuff and how you don’t have to wear real pants. I just have my nice shirt on and my athletic shorts and nobody knows. I could have no pants on and you wouldn’t even know unless I just showed you. But I do, don’t worry. I don’t think the pants part was being recorded. Was it though Tamera? I hope it was because you can put it in that blooper section you were talking about, but I don’t think it was. Okay, moving on.
What to do, I’m going to, again, go out of order because I’m annoying like that. What to do if they say yes. What we want to do if they say yes is be excited. Yay, I’m so glad you’re doing this! Because that’s a whole separate issue, too. If you’re not excited to work with them, don’t work with them. Once you get to that point and if you’re like, please don’t say yes, you should never be on the phone with them in the first place. That’s where you need that better prescreening process to make sure you’re getting the right person.
So once they say yes, what I like to do is, well, there’s a bunch of different ways to do it. What I like to do is send them the information to do it while we’re still on the call together. I’ll say, awesome, I’m so glad, it’s going to be awesome, blah, blah, blah, all that cool stuff. Make sure they’re excited and ready to get started and then send them your email. Which, pre-write it. That’s where Dubsado comes in again. I have everything pre done, I send them, awesome. Here’s this thing and I’ll talk them through it while we’re still talking to each other, just click this button, do this. And then it sends them a “are you sure you really want to do this” type thing and they submit it and it generates a contract. They sign the contract. And then it generates an invoice. It sends the invoice and they can book their first call.
I like to do all that stuff immediately when they say yes. Sometimes people, this, I don’t know, I’m trying to figure out how to word this, sometimes if you wait, people can get inside their own heads and they might be totally ready. They’re like, heck yes, I want to do this and really an actual good fit and then if you send them an email to do it later, they’ll start second guessing themselves and that can happen. That’s why I like to do it right then, when they’re excited and they. And that’s not, the important thing to note with that is that that’s not coming from a place of, we have to do this because they’re going to back out because they’re going to realize it’s wrong for them. If it’s not right for them, the conversation should never get that far. Okay?
If we’re selling from a place of integrity and making offers for people that we’re actually going to help, you will know before you ever make the offer, if it’s right. And if it’s not right, don’t offer it to them. Because that makes you a shitty person. Okay. I ain’t scared to say that. If we’re at this point and if you’re confident that they’re a good fit and they are confident they’re a good fit, then it’s okay to get them to do it then. Because stuff can creep in and it’s those mindset issues that every single human has. I have them, other people have them. You don’t know what everybody’s individual issues are, but sometimes you can get off the phone and they’ll think – my brain thinks of all the million reasons why I shouldn’t be doing this and why I can’t do this right now.
I like to just keep them excited. And the next part of the process, if they say yes, is give them something to do then. They’ll book their call for their first session, but usually it’s not for a week or two. I try to do it as soon as I can, but sometimes it can be like two weeks. Give them something to do in the meantime. Keep that energy up. Keep them motivated and that’ll help with that. It’ll just make your sales process seem so much smoother and just make you feel so much better about it, that they’re in it and they’re ready and they’re excited and they’re jumping in head first.
I have an orientation packet that I have that’s, I forget how many pages it is, it’s like 15 pages and it’s how to start off the right way and certain things that you can do to get the most out of the experience. And then there’s a welcome questionnaire that just asks some questions so that I can get to know them a little bit better. But give them something to do and keep them involved in the process and keep them motivated. That’s what to do if they say yes.
So the last part then, oh gosh, there was something earlier that I said I would come back to at the end and now I totally forgot what it was. I have one more thing on the list – what to do if they say no and sales objections – is what I’m getting to next. Go ahead and if you have a specific sales objection that you’re getting, that you want me to talk about, put it in the box now and then I’ll go through the ones that are common.
If anyone remembers what I said I would come back and talk about later, because I already forgot. Maybe it’s in the comments. I dunno, that’s not a good use of my time to go back and read the comments while I’m on live video. If anyone remembers and wants me to talk about whatever the heck it was that I said I was going to talk about, let me know. Otherwise, I’m just going to go into what to do if they say, first what to do if they say no. Like, hmm, I just don’t think this is really right.
This is where knowing your audience and knowing your ideal client and having the conversation first is going to come in. Hopefully, how it is with me, and hopefully how it will be with you, is that you’ll be able to tell if it’s really not a good fit and they really don’t want to do it or if there’s some other thing that’s holding them back that you might need to work through. There’s a big difference in, no, I don’t want to do it. This isn’t right for me. And hmmm I don’t really think so right now. Or whatever the objection is. It’s important to really pay attention. Not just at that part, but through the whole process.
Remember, before we ever get to this conversation, we’ve already been talking to them about all of their needs and where they are and we’ve already determined that we can help them. Right? If it’s just a flat out no, you probably won’t still be on the phone, anyway. It probably won’t get to this point. If you’re getting a no this late in the conversation, if they’ve listened all the way up until now and you’ve already decided you would be a good fit and then you get a no, that’s when it’s some kind of other objection and they really probably do want to do it, but something is holding them back. And you might be able to get past that and help them figure out what it is, or you might not. Either way you have to be okay with it.
That’s another huge part of this process is being detached from the result. Right? If they say no, you have to be okay with that and you have to be able to separate that from, that doesn’t mean I’m bad. That doesn’t mean my stuff is shitty. That just means that’s not a good fit for them. And that’s okay. As long as we can get past that, we’ll talk about the most common objections during sales calls that I hear.
Oh, let me, yay hearts! It was just hearts. I thought there was a comment, but there’s not, it was just hearts. I love hearts.
The first objection that I hear people talk about is money, obviously. The amount of money, the investment. The way that I handle that is I post my prices for everything. If we are talking at this level, you already know how much it is, right? So there’s none of that sticker shock, like, oh we’ve gone through this whole process. We’ve both spent 30 minutes to an hour of our time and then it’s $5,000 more than what they thought it was going to be. That’s a problem. Not just for them, but also for you because then you’ve wasted your time, right?
I put everything on my website. And some people don’t like that. Some people want to get you on the phone and have that conversation. I’m not that person. If you’re that person, that’s cool. But I will say that this whole sales conversation process goes a lot easier if they have all the information they need to make the decision up front. Right?
And again, that comes back to the type of clients that you work with, your ideal clients. My ideal clients are the type of people who are self starters and they’re more intuitive, right? They’re confident in their ability to make decisions and trust themselves that they’re doing the right thing. When I post everything online, I’ve had people for certain offers that we never even talk at all. The lower end offers, we never even talk at all. They just book their $550 call because they know it’s right for them. And that’s the type of clients that I enjoy working with. The ones that trust themselves to make those decisions.
Giving them the information they need to make the decision just makes it so much easier for everybody. And, like I said, if you’re way outside their price range, neither one of you are going to waste any time. That’s the easiest way to overcome that money issue.
If you’re having a sales call and you get to that point and they’re like, well I don’t know about the price. And they already knew the price beforehand, then it’s usually something else that’s holding them back. And 99.9999% of the time, the issue is that you haven’t clearly articulated the value of what it is and what they’re going to get out of it and how your service is going to benefit them.
If they’re saying it costs too much, that doesn’t mean it’s too many dollars, it means they don’t see the value. Okay? And that’s a really important distinction because I’ve seen entrepreneurs online and in person who are selling the exact same thing, one for 100 bucks, one for 1000 bucks, almost the exact same program. But it comes down to how you articulate that value and how you are able to make those connections on that deeper level with your audience.
That’s why this whole branding process – I’m talking about sales, but I’m really talking about branding, right? – setting all of that stuff up beforehand makes the sales process a no brainer. They already know that you’re a good fit and they already know the value so you’re not having to do any work really. You’re just having to reassure them. Right?
If you’re getting a money objection, go back and talk about the value and specifically wording wise, if anybody has any questions about that, put them in. Even if you’re watching the replay, always put questions in the replays, too. I’ll just say that again.
But the first question I like to ask if somebody says that costs too much, the first question I like to ask is compared to what? That’s a really good starting point for that conversation. And I always try to not be really serious in these types of situations. I like to keep things informal, I’m sure you’ve figured that out by now, but I’m like, okay, cool. compared to what? I want to know what you are pairing me up with in your mind because if you’re saying that my thing is too expensive compared to a six week DIY online course, then I’ve done a shit job of telling you what value I’m giving you. Right?
That’s the very first question I like to ask if you’re getting a money objection is, compared to what? Then, once you know that, then you can course correct from there and explain the differences and whatever it is. But that’s going to help you understand where they’re placing you on the value scale in their mind and whether it’s right or not right. And you can course correct.
I’m in real estate sales and when people ask me if I will discount my commission, I asked them why they would want to pay their buyer’s agent more than they want to pay their own agent. Usually it makes sense to them and we laugh it off. Yeah. And I think, just going with it, like go with the flow and laughing it off and not being too serious helps. You don’t have to make it this big huge scary thing. It comes back to not internalizing what other people are saying. If they think it’s too much money, that doesn’t mean that it’s too much money for what the value is. It just means that they’re not the right person. Right?
Over here a lot of times the issue is that they don’t understand the market or you have to educate people, depending on what your specific niche is. Like with mine, a lot of times people think branding is just design. It costs that much for a logo? And if anybody has actually looked at my website, the logo is like, this much of this whole huge thing. It’s a little bit of that reeducation, make sure you’re doing that right upfront, to help them see that value.
And then don’t be stiff and uptight. If you get an objection, that’s okay. It doesn’t mean that they don’t think your thing is good. It just means they’re having trouble connecting dots somewhere along the way and you just need to help them fix it. if you get really defensive and “it’s not too expensive” and I’ve seen people do that before. Don’t get defensive. Ever. Because it’s not about you. It’s never about you. It’s about them and what they need and how they’re perceiving things. Try to help them understand, then they can make that decision about whether it’s right for them or not.
And again, sometimes it might not be. And we have to be okay with that, too. Because we only want to work with clients who want to work with us. Right? If you’re having to convince them to work with you, you’re going to be convincing them the entire time. It’s not just like, oh, you’re signed on now. It’s good. At least with what I do. Maybe other people don’t have to do that. But my coach always said, if you drag them in, you drag them around and that’s so true. Make sure you’re getting actual people that you want to work with and that want to work with you.
What else we got over here? When people are iffy, I always think I must not have answered all their questions. Yeah, that’s true too. That’s actually the one I was going to talk about next was, I have to think about it. That’s another huge objection. And a lot of times, depending on the type of sales conversations that you have, that can either be, I either haven’t, like Tamera just said, I haven’t answered your questions. So then what I would say is, “okay, that’s cool. I understand.”
And that’s something I haven’t said yet, either, with any objection, you always want to validate what they’re saying and make sure they know that you hear them and you understand what they’re saying. Don’t brush it off ever. No matter what the objection is. Don’t just say, oh, that’s not true. Oh, it’s not too much. Oh, it’s, you don’t need to think about that. Hopefully no one would do that anyway, but try to repeat it back to them in their own words, even like, okay, cool. I hear you. I understand it’s a big decision and you need to think about it. So are there any other questions that I need to answer that are going to help you make your decision? What specifically is it that you need to think about? Is it the investment? Is it the time? Try to dig a little bit deeper and figure out what specifically it is that they need to think about because Tamera’s right. It’s usually that they’re not convinced on one specific thing.
That was that objection. Time is another one that I hear. And this might not be an issue for everybody, but my programs are. Like I said, I have pretty high standards and mine are kind of time intensive and we have homework and we have stuff to do and that can be an issue for people. That’s honestly the main objection that I have dealt with because I don’t want to sign up for a whole four month program if you’re not in a place where you can dedicate the time to do it. Right?
That again, comes back to that setting those expectations up front and making sure you’re very clear about all of it and they understand the level of what’s involved. If they say, I’m not really sure about the time, that it’s like, I don’t have time to do it, then you can dig a little bit deeper into it. And if they don’t have the time, again don’t try to force it if it’s not right.
What I like to do is give them an overview of how my program works and about how much time you should probably be spending. Again, it varies for every person, but figure out, okay, well what does your schedule look like now? Is there anything in there that you could…? And kind of help them through that decision a little bit. Because it’s another one of those like, they’re saying one thing, but they probably meet another. Kind of like Tamera was just talking about. If they’re saying they don’t have time, everybody has time. It’s about choosing your priorities. Right? And making the time. It’s just that they don’t want to sacrifice something else. Right?
We need to figure out where whatever you’re offering falls on their priority list. If it’s too low, you probably don’t want to work with them anyway. If it’s right, then sometimes it’s where you just need to talk through it and you’re like, “okay. Well back, back at the beginning when you were talking about this, you were talking about how important this was to you and how excited you were to do this” and just reminding them of their goals so that they can keep that decision in perspective of what their goals are. And if you don’t have time to do it now, when do you think you’re going to make time to do it? And how do you think you’re gonna achieve X,Y,Z goals that we talked about earlier if you don’t make the time.
It’s almost like a coaching moment. So if you’re not a coach, that might not be right for you. But I know a lot of people in here are some coach / strategist / something that. And even if you’re not, just asking those questions and digging deeper into why is really, really important with these objections.
Because it’s usually that they’re saying one thing, but really it’s something a little bit deeper and if you don’t ask, if you don’t pursue it, you’re not going to know. You’re going to leave with the, I have to think about it and then they’re going to overthink themselves out of it, even if it would’ve been a good fit. Right? Understanding that audience and being able to read those signals a little bit is really important. That just comes with practice, too. The more that you talk to people, the easier it gets. Right?
That is all that I have from my list of questions. And then, I still don’t remember what I said I was going to talk about at the beginning, so if anybody else remembers, now’s the time to let me know. Otherwise, I’ll just go back and watch this video later and talk about it later.
So thank you to everyone that did show up live. I’m so glad to be able to talk to you guys. And I will be back on Sunday. This #SpotlightSunday is Tara, I think. I should know this. It’s in the events, for sure. And it’s going to be awesome if it is her, what we’re talking about aromatherapy, which is really cool. I’m really excited about this one. I will be back on Sunday. If you have any questions in the meantime, put them in the box and, I was gonna say one more thing, but I forgot. I’m just forgetful today. Okay. Everyone have a good evening. I hope this has been helpful for you and let me know if you have any questions. Bye!
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