Bonus Video: Handling Client Objections
I'm jason and this is how handle client objection if you watch the seven deadly sins of sales you probably learned a little bit about common mistakes that photographers make in their sales process and I want to talk just for a couple minutes about kind of one additional thing that I see photographer struggle with and that's how do you handle it when a client uh sitting down in front of you and instead of booking you or instead of purchasing from you they've got an objection and so we're about three things that you could do to him handle just about any objection that that you might encounter the first thing that you want to do is to validate their concern whatever it is you want to talk to them and reflect back whatever it is that you're hearing from them so they may say to you I need a little more time to think about this I want to go home and think about it the first thing that you want to do is to kind of continue the conversation with them that's not the end of the conversation you ...
want to continue the conversation so you might say back to them listen it sounds like this is a really big decision to you and it's going to take a little bit of time to think about it okay so first that validate their concern second step is you want to ask them a clarifying question first of all, it's often true that the objection you get from the clients isn't really the real objection. You want to kind of uncover what it is it's really going on? So in the example I used, we need to go home and think about it sounds like this is a big decision and you guys need some time. I might then asked him, how much time do you need? I want to know, do they need five minutes? Should I just step out of the room? They need the weekend to think about it or what's really going on? So I'm going to ask them a question that kind of clarifies what's going on so that I have some more information that we can continue to move forward after asking that question, they're going to give me some kind of an answer, and one of two things is going to happen either they're going to tell me, you know, we just need the weekend to think about it or they're going kind of give an answer that you could work with or they're probably like most clients going to give you another objection. Usually the first thing that they tell you isn't really the real thing, well, let's, just say that they give you an answer, we need to think about it for the weekend. Your follow up in your third step that is to create a call to action for them let's talk about what the next step is ok, you guys need to think about it over the weekend why don't I give you a call on monday and we'll make sure to see if you have any other questions and we can move forward then so that you're validating their concerns you're asking about clarifying question and then you're moving them back to a call the action now that sounds really great but in reality most the time like I said the first objection isn't the rial one so you end up getting another objection well, you know we don't just need the weekend to talk about it we need to talk to mom and dad who are paying for the wedding same thing get same process okay? It sounds like maybe there are other decision makers that need to be a part of this process I'm validating their concern that I'm going to ask him a clarifying question what would be a good time that all of us could get together so that we can reserve your wedding day, right? I'm asking them and moving them you ask them a clarifying question that also then move them towards my expectation that listen, we get together we've gone through this it seems like a really good fit so I'm acting as if they want to want a book this wedding so I'm going to move them towards that time and time again now the truth is the most common thing that we experience is what we call price objection and handling price objections is almost the same except you never want to validate a price objection you never want to acknowledge when someone says, well, gee, this is a little bit out of our budget because that's between them in their budget right? And you don't want to say that you know someone says, well, it's just seemed really expensive I don't want to acknowledge that it's really expensive because I don't know what they're comparing it to in fact, I simply want to ask them a clearing fine question well, this seems like it's really kind of expensive my question back to them is compared to what I want to know what is it that they're comparing you to? Because maybe they just don't need as much coverage is you offered them or maybe they don't need that album maybe there needs are different than what you guys have talked about, but if I have information that I know what we're comparing it to it's entirely possible that they're not a good fit at that point if they don't fit into the budget, but if I don't ask that question, I'm not going to know and so I want to go ahead and ask them question, because they may say, listen, you know, our budget is three thousand dollars in your offer me a package it's five thousand dollars at least then I have some information. I know what you have to work with or I frequently that client say to me, listen, you know, this is kind of expensive and all the other photographers that we've interviewed offer this maybe it's a disk of the images or maybe it's a larger album, credit or whatever. Well, now I know that what they're looking for at that price point is just something a little different, so I could make a decision as a business owner and ask him a question. So what you're telling me is if this package included a disc of the images, this would be a no brainer for you, and I'm going to get an answer for them, and I can continue to move them towards a close doesn't matter what objection you get from a client you can, you can deal with it in those three steps, validate their comm, stern asked, clarifying question and then move them to a call to action. And when you get down to what the real issue is, at least you don't have the information and you can continue to move them forward. So often, photographers just stop. When someone says, well, I need to go home and think about it. That doesn't have to be the end of the conversation. In fact, that might be the beginning where you can start to really uncover some of the information that you need. T book that client. I'm jason, and this has been overcoming client objections.