Objections can make or break a prospect, and its management’s job to work through these objections in creating happy community members. A simple method to overcoming objections includes:

 

  1. Listen – All too often we listen to speak, rather than listen to truly hear what a person has to say. Without noticing it, we can begin to phase out the person speaking as we’re thinking about our response, and in doing this we’re not fully hearing and understanding what the other person is saying. When a prospect has an objection, the first course of action should be really listening to the problem before trying to come up with a solution.
  2. Clarify – After the prospect has finished explaining their objection, take the time to clarify and make sure you really understand what their objection is. This clarification will ensure you have isolated the problem, and you can then best address it without creating further objections in its wake.
  3. Express understanding and soften the objection – Without trivializing the objection, management will then want to express understanding about the objection and soften the problem with confidence. For instance, phrases like “I understand” or “Others have objected to this as well, and…” can relax prospects, present an air of confidence, and set up for the presentation of an alternative solution.
  4. Present your alternatives – For objections that cannot be fixed right away by management, its then time to present your alternatives. An example would be if a prospect objects to a lack of laundry services in the residence, and a simple alternative could be notifying them about the laundromat down the road. How quickly they could complete large amounts of laundry for an inexpensive price by using several machines at once at the facility may not have occurred to them, and this could work to solve the objection.

 

Many prospects will have some sort of objection, as they compare and contrast between sometimes several different communities before choosing the one that is the best fit for them. By learning how to overcome objections in an understanding manner, you can give your community a leg up over the rest. To learn more about common objections, solutions to these objections, and leaving prospects with a positive overall impression of your community, simply contact us at OccupancySolutions.com today.