Overcoming Objections: A five Step process

What are the 3 primary reasons for stalls and objections?

  • Time
  • Fear
  • Money

Is there a difference between a stall and an objection?

Not really, because they both are excuses for someone to get off the phone.

TIME as an objection

Welcome the concern

  • I understand! Most of our students are adults with financial and family responsibilities.
  • We look for students who are busy just like you. Remember our programs are accelerated. Is that you also? I say that because students who value their time, students that have little time also understand the importance of finding time for the important goals in life………such as preparing for a career.

Clarify

  • ________, so if I understand you correctly, you are busy right now. Tell me a little more about that. Are you busy with work? Making the income you need to make? $ is important as time is important.

Clarify again

  • ________, so you have some concerns about fitting career training into your current schedule. You also want a better career because yiu are not making the money you need? I understand. Would you consider investing a little time to prepare for a new career then? Something more satisfactory to you?

Propose a solution (trial close)

  • So it is important to fit some important career training into your schedule and at the same time look for a school that has a flex schedule to suit you; right? Would you like to hear about our different schedules?

Solution

  • our focus is on accelerated, job-ready training to prepare our students to step into their new career.
  • We offer day and evening classes.
  • If your schedule at work changes you can transfer to another schedule.
  • You can request time out if something happens that requires 100% of your time.
  • If something happens you can ask your instructor for additional mentoring or tutoring.

Acknowledge the idea

  • __________, how does that sound?

MONEY as an objection

Welcome the concern

  • Many of our students said exactly the same thing during the first phone call. This is about making an investment in your future. So many wonder how they can afford to make the investment. Do you feel that way also?
  • Our experience shows that affordability rarely prevents a student from attending CCI Training Center. When you visit our campus, a financial aid advisor will discuss the affordable options. One of the most valuable gifts you can give to you and your family is the gift of education and providing a better life for those you care about.

Clarify

  • ________, so if I understand you correctly, you are concerned about the affordability of training. Tell me a little more about that because you were saying earlier than you need a new career OR a better situation OR better income OR ? So we also know that people use financial aid to go to school. Have you compared tuition and book costs at other schools?

Propose a solution (trial close)

  • ________, paraphrase their response. And then say…do you think a visit to our financial aid office can help you get more information to solve this?

Solution

  • So if our financial aid department can show you a way to provide an affordable solution for your career training, would you like to hear about it?
  • Here at CCI Training Center, we offer financial aid and other payment options. Most our students are adults with financial and family responsibilities. If there is a will you should hear what our financial aid department has to say.

I do Not Want a loan as an objection

Welcome the concern

  • I can see how you may not want to spend money. But what about investing to prepare for a new career?
    —Do I understand you correctly? …
    —So if you had cash or credit card then would you invest in your future?
  • Our experience shows that affordability rarely prevents a student from attending CCI Training Center. A financial aid advisor will discuss the affordable options. One of the most valuable gifts you can give to you and your family is the gift of education and providing a better life for those you care about.

Clarify

The majoring of our students does not have cash to pay for their school. So they ask about federal financial aid OR private student loans. Also many students at first wonder how they are going to make their loan payments. These are all valid concerns.

Propose a solution (trial close)

  • Career education must be results driven if it is to be successful. The school is only interested to admit students who are confident about their abilities to succeed. If there is no such confidence then career education could end up being a waste of time and also money. So this should be about making an investment in your future. But you also have to be confident that you are choosing the right school and the right program…and finally you have to focus and complete the program. Keep in mind… the right education will qualify you for better employment. Then with the new income you should easily afford to make loan payments.

Solution

  • So it is important to choose the right school and the right program
  • It is important to focus and graduate.
  • It is important to make sure your monthly payments are reasonable based on the earning potential of your new career.
  • The financial aid department is available to assist you with your decision.

Help the candidate acknowledge the idea

  • You have to decide if you are going to make that change; right?
  • It’s all about deciding on your next step to make a hard decision for a change in your future.
  • Great! I can see if the FA department is available now to assist you with any questions.

If they still object to a loan, then say…I am here to assist. That is my job as a training Coordinator. What other options can you think of so you can get a better career started now?

FEAR as an objection

Welcome the concern

  • Many of our students have expressed the same concern, and what they have discovered is that once they take the first step by visiting our campus, their overcome their anxiety.

Clarify

  • _______, so if I understand you correctly, you are concerned about the length of time since you have been in school. Tell me more about that.

Clarify again

  • ________, so you have some concerns about fitting in with your other classmates and being successful in class, is that correct?

Propose a solution (trial close)

  • _______________ Paraphrase their response

Solution

  • Many of our students are returning to school after years of interviewing for employment or not getting promoted due to lack of training. Because of this, our students are older than a traditional college

Acknowledge the idea

  • __________, how does that sound?