I’m satisfied with my present source. Well, maybe.
The prospect is not waiting by the phone for your call. Most people have what you’re selling and are doing business with someone else. They have a source for what you do and they think they are happy. Satisfied.
Good News: Satisfied people are willing to do business with others. Your challenge is can you get them to do business with you?
For you statistic buffs, “I’m satisfied with my present source,” ranks second on the alltime prospect objection list. “Price too high,” is number one (and always will be).
When the prospect says “I’m satisfied” they’re really saying:
This is all I know, now.
I don’t want to bother with you.
I’m doing business with someone I like (not necessarily the best).
I’m not telling you the real reason I’m satisfied is a brush off.
It’s not all that bad. Your prospect is saying is that their existing supplier is the best they’ve been able to find.
You may have a better product, price, availability for delivery, service, training, or warranty. The prospect is only telling you he’s satisfied from his perspective. He doesn’t really know about you or your company yet, BUT don’t give him any reasons to switch until you know why he’s satisfied.
Knowing the reason(s) why the existing relationship is satisfactory will help you understand how to proceed. Knowing those reasons gives you a chance.
Here’s a few “interestgainers” or challenges that may get you in the door:
Good Response: Satisfied? Great! You’re going to love doing business with us our customers are ecstatic If you’re only satisfied, today is your lucky day.
Better Response: Mr. Johnson, Many of our customers said that when they were prospects like you. I wish I had ten dollars for every prospect that said “I’m satisfied with my present supplier,” that is now a customer. Let me share a few of their comments (show your testimonial letters that says, “I used to buy from (name the competitor you hate the most), now I’m a loyal (your company) customer. And I invite you to call me personally if you need further explanation.” WOW!
Best Response: When you started with (their present supplier) you took some risk, didn’t you? I’m not asking for all your business, but I’d be interested what caused you to take the risk back then, and I may ask you to take that same small risk with me, and let me earn the rest.”
Here are a few dialog starters:
“Most people feel that way at first, but our experience has shown…”
“What do you like most about your supplier (his product/service)?”
(agree with them) “That’s what lots of their former customers said.”
“If your friend left the business, but stayed in the industry would you still do business with that company or go with your friend?”
“What would you change about your present relationship?”
“How did the relationship begin?”
“When people say, “I’m satisfied” they usually mean…”
Find a personal link (common ground) that can trigger a friendly conversation. If they like you, they will listen to you,
(a bit more assertive) “Satisfied or complacent? when is the last time you really looked at the situation and did a comparison?”
Sales Caution: If the prospect says “I’m satisfied,” it’s open season on the competition. If the prospect says “I’m loyal.” watch out. Loyal is 100 times more powerful than satisfied.
Sales Reality: You will not convince everyone. But the more you practice, the more “luck” you will have. “I’m satisfied” is not an objection, it’s a stall. If you believe in the value of your product, you can get past it.
Sales Tip of the Year: Video tape five customers that were satisfied at your competitors, switched, and are now ecstatic with your company. Get your customers to tell your story. It’s far more compelling (and believable).
FREE GitBit… Why are they satisfied? For the 12.5 reasons your prospect likes the vendor he’s currently using, Just go to www.gitomer.com click FREE STUFF then GitBit register and enter the secret words, “I’M SATISFIED”.
Jeffrey Gitomer is the author of The Sales Bible, and Customer Satisfaction is Worthless, Customer Loyalty is Priceless. President of Charlottebased Buy Gitomer, he gives seminars, runs annual sales meetings, and conducts training programs on selling and customer service. He can be reached at 704/3331112 or email to firstname.lastname@example.org