A - Handling Objections: How do agents handle buyer objections?
Objections and Responses This technique is based on providing a simple response to an objection in the form of a probe or question. When someone states their objection, respond with “What do you mean?” or with another non-defensive phrase like “How's that?”, “Why’s that?” or simply “Oh?”. Then wait for their response.
You want to encourage the person who just stated an objection to elaborate on their position, to clarify their point of view by opening up and discussing their concern. Since you are not immediately trying to rebuff the objector, your simple, sincere response gives the appearance of concern and empathy. Look at the objections below and the recommended responses (Seller Probe). We have provided three “Possible" Buyer Clarifications provided by the buyer after he or she heard the Seller Probe.
For each objection, note how the three buyer clarifications are totally different from each other. These examples are intended to demonstrate why you don't always know where the buyer is coming from unless you have more information. Buyer Objection | Seller Probe | Possible Buyer Clarifications
| Your price seems too high. | What do you mean? | Too high for a 3 bedroom home.
Too high for your style home.
Too high for the neighborhood. | We just don’t want to get into remodeling | How's that? | I hate the thought of making all of those kitchen choices.
Drywall dust really bothers my allergies.
We both work and don’t have time.
| We wanted more space. | Oh? | Our son and his family visit us two or three times a year. My wife and I both have huge collections of books to display. We really wanted volume ceilings. | I really want a larger garage. | Oh? | We just seem to have so much extra kids’ toys to store.
I wanted to set up a wood-working shop.
I wanted a place to store my antique car.
| We’re concerned about the location. | Why's that? | We wanted to be in the Uppers Grove School District.
It’s a little further from my job than I’d like to be.
The back faces the West and gets all the late afternoon sun on the patio.
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In the above examples, (1) the buyer states an objection, followed by (2) the seller's probe, and then (3) the buyer clarifies his position. The buyer's response (clarification) gets to the heart of their real objection, allowing you to concentrate on the actual issue. The point is not to answer the buyer original objection, but encourage the buyer to elaborate on his or her position. Now you can discuss the real issue and offer possible (and focused) solutions. Most of us are guiltyWe’ve all been guilty of responding too quickly to a complaint or objection before we know what the other person’s real issue is. Show the buyers your concern. Rehearse these simple probes so that you can deliver them naturally and spontaneously.
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