Most real estate agents hope that their prospects won’t raise any objections. Instead, they should welcome them and see them as a gift! Anytime a prospect raises an objection, it provides an opportunity for the agent to earn their business.
Objections are a good sign because few prospects will bother to throw out an objection if they’re not interested in proceeding. When someone raises an objection, it simply means they have a concern and want or need to know more.
Depending upon the nature of the objection, objections can be dealt with in several different ways:
- Don’t address it. Acknowledge it with a simple “Hmmm” and move on. It may have been brought up as a point of information only and doesn’t need to be addressed. If it’s truly an issue, the prospect will bring it up again and then it can be addressed.
- Delay it. Tell the prospect that’s a great question or valid concern… and it will be addressed a little later in your discussion.
- Handle it. Some objections can’t be ignored or delayed. Most objections can be successfully handled by following a simple five (5) step process:
- Restate the objection. Then you’ll know if you got it right. The prospect will correct you if you got it wrong. In addition, restating it in your own words can soften the objection and show that you cared enough to listen and try to understand.
- Show empathy. Never make a prospect feel foolish for raising a concern. Tell them “I can understand that you might feel that way” or “That’s a valid concern” or some other expression of understanding.
- Ask questions. Don’t assume you know why they have the concern… ask questions to know for sure. The answers to the questions will help you provide solutions.
- Provide solutions. Explain or show how a particular approach would be in their best interest. Suggest options when possible.
- Close. Confirm that they understand and agree with the solution by asking a question such as “That makes sense, doesn’t it?” or “Will that work for you?”. Don’t proceed without a confirmation that your solution is acceptable. If the prospect says “No” when you ask if they are in agreement, that simply means additional discussion is needed. Keep working on the issue until you get a “yes”.
Remember, “No” is just an answer to a question. Rarely is it final. Accept the fact that objections are going to be thrown at you. See them for what they are… a gift!
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