LL - Outbound Sales Call Rebuttals - Overcoming Objections

**The BEST WAY to overcome almost any objection is to build rapport with the customer. YOU should LISTEN and RespOND to anything personal they say. By showing interest in them, making friendly conversation and building rapport you create TRUST and RELATIONSHIPS - don't worry about selling the product - just SELL YOURSELF!!

REMEMBER — We can’t help the Customer Meet their Health Goal if they don’t purchase the product and use it consistently over time.

(exceptions to this rule)

adverse event complaint/made me sick/i had a reaction
my doctor said not to take, i have a medical issue, or it interferes with my medication.
- Reply: I'm so sorry, the support team can assist with a refund
- CROSS SELL: this is a sales opportunity to cross-sell a different product. You should ask: "what were you hoping for when you ordered "xx", maybe we have a different that would meet your needs"

Overcoming objections:

1. Find out WHY they don’t want to use it – and use their WHY (goal) to build value.

Key questions to ask:

What made you change your mind?
What are your concerns?
What’s up, what’s on your mind?

2. Then apply a rebuttal to encourage them to purchase (or continue using the product), so we can continue to help them meet their health goals, or suggest an alternate product that may meet their needs.

ASK MORE QUESTIONS!

1. When you ordered this product, what were you hoping for? (skin tightening, wrinkles, lose weight etc.)

2. How long have you been seeing these issues? How much time do you think it should take to achieve this goal?

Encourage continued use/give it more time (Most people see the BEST results in the 2nd and 3rd month).
Leverage the 365 day guarantee - you can purchase more at no risk. Return it if you don’t like it!

REBUTTALS

Customer - I can’t afford it, it costs too much:

"I completely understand being on a budget..

However, we really want to help you reach your goal of xxxxxx. I can do my best to get the price down a little better for.

I’d be happy to apply my coach discount for you - this is my employee discount and i can use it one time daily.. Luckily I haven’t used it yet today. It will allow me to give you 30% off instead of 20%.

how does that sound to you?

Customer - Why do I need to purchase another product if this one works?:

YOU: “Great question! All of our products are designed to work as described in the video when used by them self, no worries there. However, over time we’ve noticed that a few of them work even better in combination. Dr. R has worked very hard to put together a line of products that pair well together.

In fact, about 40% of customers who purchased (PRODUCT A) with (UPSELL) reported they got even better results than when they used (PRODUCT A) by itself. That is why I don’t want you to miss out on this special offer.”

Customer - I don’t want to give you my card over the phone - I don’t know you:

YOU: "I can understand why you might be skeptical, we hear that alot”

(this is a TRUST issue - try to bring the conversation back to their goals, then LISTEN and RespOND to anything personal they say. Being interested in them, conversating and building rapport is the BEST way to overcome almost ANY objection - SELL YOURSELF!)

You wouldn’t be able to get this special promo rate if you purchase through the website - it is a phone only offer.
I’m happy to give you my phone number so you can call me back if that will help

Customer - I am not interested , I am busy:

YOU: I completely understand, and I don't want to waste your time. Just give me 2 minutes and I can tell you about our product/offer or if you can give me your email I'll send it you to give you more information, how does that sound?

Customer - Why Are You Calling Me?(UPSELL OFFER)

YOU: Dr. Rosenberg asked me to call and thank you for your recent order and let you know that we also have another product that beautifully complements the product that you just bought and we have a special discount running for it today.

Customer - Why Are You Calling Me? (Declined order call):

YOU: I am calling because we received your order but it declined / did not go through. I am here to help you get it processed again correctly and give you the best offer.

Customer - I’m Not Ready to Buy anything else:

YOU: I understand you are not ready but right now we are having a pretty good offer that I wanted to tell you about plus with our 1 year money back guarantee you are well protected if it doesn’t work for you - you can try it without worry.

Customer - Not sure if the product will work:

YOU: "I can understand how you might be skeptical, that's why:

We stand behind our 365 Day "you must be thrilled" guarantee, so you are at no risk should the product not meet your needs. Just return your unopened bottles for a full refund.
We have 100's of product reviews written by customers just like yourself posted on our website, with new ones being added daily! Likewise, we are very proud that every product is currently rated over 4 stars! See Reviews on the website product page.
Check out our BBB and social media pages.

Customer - Not sure how to use the product/can't remember to take it:

YOU: "I'm happy to go over the usage instructions and give you guidance." - see product usage

Customer - Trouble with website, can’t figure out how to log in or manage my order:

YOU: "I'm very sorry for the trouble. We are always here to help you manage your account, you can call or email our support team with your request and they can make any changes needed for you.”

cc: https://docs.google.com/document/d/17-p7SCzYeJwrtetFay3_0HIz3Kj4F7CAsddPk4mqGxk/edit?usp=sharing