It is one of the most powerful techniques
Countering is when you answer a question with another question
It’s a human instinct to immediately answer a question when someone asks you one
The idea is to get the point why they are asking so you get to the pain they care about
• Customer asks “How much it is?”
• “Oh it’s only $5,000 per month”
• “Sorry but that’s just totally out of my budget. Bye!”
• “…We can lower the price..” But it’s already over
Countering Key Notes:
• Collect as much information as possible to discover the prospects’ pain
• Allows you to understand the intent behind the question (no mind reading!)
• If you’re not sure why someone asks a question, ask them
• Countering allows the salesperson to be in control
• Usually takes three or more counters to get to the real issue
Example Counters Question
• How important is that to you?
• Is that a big concern?
• If we can help you, what would be the next step?
• It seems this is really important to you, can you explain why?
• And what would you like me to do?
• When you say you’re not satisfied with our service, what do you exactly mean by that?
A softening statement is a statement you say before you counter to make the counter less harsh
Softening Statement Examples
• That’s a good point.
• That makes sense.
• I’m glad you asked that.
• I appreciate your question.
• I understand.
• I hear a lot of people say that.
Softening Statement Combined with Counters
• That’s a good question. Can you explain why this is important to you?
• That makes sense. And why is this so important to you?
• I’m glad you asked that. Let’s say we can deliver this to you in 2 weeks, what would be the next step from here?
• I appreciate your question. If you were me, what would you do?
• I understand. If we could do that for you, what would be the next step?
Question asked by Prospect Example Counters
|• Your too expensive. Can you do better?||• I’m not sure. Let’s say I can’t. What|
|• I really like you and what you have to offer, but we really need|
to get this done fast.
|• I hear you. Let’s say we could meet|
your deadline, what would the next steps be?
|• Does your product do XYZ?||• It does. Quick question, how are you|
handling that right now?
|• I’m really dissatisfied with your service.||• I appreciate you telling me that. Now |
when you say unhappy, what exactly
do you mean?
INTRO TO NEGATIVE COUNTERING
• Most novice sales people try to close too soon
• ABC of always be closing is dead.
• Imagine if you’re a guy and you meet a girl and she says she likes you. If you say, hey do you want to get married and have kids might totally freak her out.
• To stand out, you must do the opposite of what the prospect expects. When others zig you zag.
Negative Countering is behaving
opposite to what people expect
Handling a Positive Prospect
|I’ll buy it right now! How fast can you get this to me?||Hey I’m not sure we’ll be able to deliver this so quickly.|
What’s your time frame.
|I’ve been looking for something like this for a long time. It looks amazing!||I’m honestly a bit surprised. I didn’t think we were there yet.|
How did you get to that conclusion?
Handling a Neutral Prospect
|• Let me think about this.||Sounds like we might have missed something|
|I’m not sure if this is what we’re looking for.||Seems like we’re both wasting our time here, huh?|
Handling a Negative Prospect
|We already have a distributor.||I’m sure they do a great job and you probably would never|
consider another distributor.
|We’ve had a terrible experience with you and your|
|Looks like there’s nothing we can do to get you to love us|
again. I guess we’re both wasting our time here.
Always go negative. Let the prospect close themselves.
You’ll know when its closed when they tell you