Approaches & Objections
INTRODUCTION (SMILE!)
Introduction A (Leading with PPL): Hello. My name is ____________________ and I am an Independent Associate with Pre-Paid Legal Services. I need to speak with the owner or the person that handles the legal matters for your company. Would that be you? (Or "Who would that be?")
Introduction B (Leading with GSB): Is ______Owner’s Name______, there? This is _____Your Name_____ with GoSmallBiz.com. How are you today? (if Good) GREAT!
Approach 1: Mr./Ms. Small Business Owner, my company has been offering an unusual plan (service) which has worked so successfully for many people in positions similar to yours that I feel certain it will be of interest and value to you. You can easily determine that in fifteen minutes.
Go to Choice at the bottom of the page
Approach 2 (GSB): (By phone leading with GSB Directory Listing) We’re an On-Line Resource for Small Businesses. I’m working on a project and was wondering if you could help me out? I am constantly working to make our site better… And I am currently working on expanding our directory listings of small businesses in your area. What we are doing is offering a FREE business listing, for one year, on our internet directory. This helps us expand our site and make it a better resource…BUT It also helps your business by driving customers your way. I was wondering if I could stop by for about 5 minutes… And get your information so that we can get your business listed correctly for FREE?
Go to Choice at the bottom of the page
Approach 3 (GSB): (In person leading with GSB Directory Listing) My name is ___Your Name___ with GoSmallBiz. We’re in the area working to expand our corporate Directory of Small Businesses in __city___. I’m here to get your information so that we can get your business listed correctly for free, do you have a business card?
Go to Directory Listing at the bottom of the page
Approach 4: Mr./Ms. Small Business Owner, I have no way of knowing whether my services will be of interest to you at this time. However, I do have an idea that has been of interest and value to many in positions similar to yours. It will take only a few moments of your time for you to decide whether the idea I have in mind might be of value to you. I realize you are very busy, so I’m calling to find out when you will have a few minutes so that I can show it to you.
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It is important that the message is spoken with confidence and conviction so it is taken seriously..... because we would appreciate a return call today!
I'm too busy to hear your information.
Response: I can appreciate that. Most people I see are busy. I assume you are busy too and that's why I called so as not to interrupt you at a time that might not be convenient for you.
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I don't need it. . . I can't afford it . . . I'm not interested . . .
Response: I certainly understand how you feel. I met with a business recently that felt the same way. But, after seeing how the service has helped other businesses, they found it would save them time, money and help to grow and protect their business. And (name) if you don't see the same benefit for your business, I will be on my way in a few minutes, but at least we will have met. Fair enough?
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Can't you give me some information over the phone?
Response: I would be happy to do so, but I believe you will get more benefit from the information I have if we can sit down together and I can show it to you. It won't take any longer than 10 - 15 minutes.
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Can't you just mail me some information?
Response: I'd be glad to mail the information, but its value to you will result from several questions, which I know you'll want to ask me. It will only take a few moments to show you this information which has been of great value to other businesses just like yours. Also, I'd like to meet you personally. You wouldn't object to just meeting me, would you?
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I can't see you unless I know what it is.
Response #1: That is what I would like to show you. It will only take a few minutes and if you don't see how it will save you time and money AND help grow your business, I'll be on my way. Fair enough?
(Go to CHOICE [bottom of page])
Response #2: I can certainly understand that, however, many small businesses like yours are using the benefits of our Business Owners Legal Solutions Plan for legal and business consultation. They are saving time and money AND helping grow their business. If you don't see how this will do the same for you, I will be on my way.
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I already have a lawyer.
Response #1: That's excellent. You clearly see the value of having legal counsel when you need it. In the last year or so, how many times have you picked up the phone to confer with your attorney (had debt collection letters written; had your lease reviewed, etc.)?
Using the Needs' Analysis Sheet, pinpoint the small business owner's legal problems and be sure to record the amount spent by the small business owner in each field. Total up the amount spent and use this information to close the sale.
Mr./Ms. Small Business Owner, you spent $3,500 last year in legal and business fees. Doesn't it make sense to pay only $75 per month for these benefits?
Response #2: Fantastic. I would assume you do. In what area of law does your attorney specialize?
According to how the small business owner answers this question, you can tell whether or not he or she does indeed have an established attorney or if the small business owner is just trying to get rid of you.
Response #2, con't: I respect the relationship you've established with your law firm and I do not want to alter or disrupt that relationship. However, our Law Firm practices multiple areas of law and what I'd like you to do is compare what you're paying for one attorney specializing in one area of law verses our legal plan offering an entire Law Firm's expertise.
- Would the morning or afternoon be better for you?
- Would Tuesday or Wednesday be more convenient for you?
- I have appointments open at 10AM and 11 AM - which is better for you?
Ask for their 25-word description of their company. After completing the front of the listing, flip to the survey on the back (without hesitation) and tell the business owner you have to ask them a few questions to complete the free listing. After completing all of the questions, tell them "This completes your one year free listing on GoSmallBiz.com, but I see you answered some of the questions with a yes." "If there is a way I can show you how we can help you in these areas, would you be interested in the information? It takes about 15 minutes.” (if yes) Ask, “do you have someone else that needs to hear the information like a partner or maybe your wife, or do you make the final decisions?” (if they make the final decisions, pull flip chart out and proceed)If they say they are interested but don’t have time we schedule an appointment within the next couple of days…set a specific date and time at this point. Don’t leave without a set appointment when possible. If they say yes and have time, proceed your flip chart presentation right then.
The above are sample scripts to help you set the appointment.Ê Do NOT try to sell a membership over the phone and make sure you are in compliance with your local and state regulatory bodies regarding telephone solicitations.
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