If you asked any sales manager what the top three stages of a sales process that most salespeople struggle with you would hear prospecting, discovery and closing the deal. Although all three of these are crucial in the sales process, one is absolutely essential; closing the deal. Why is this so challenging? Because this is the moment of truth where the greatest risk of true rejection is. So part of the problem is not knowing how to ask for the business and the other part is how to respond when customers don’t tell us exactly what we want to hear. This can be in the form of rejection or objections (which most salespeople automatically hear as a rejection). This brings panic for salespeople which then causes them to lose control of the process and often times the sale. There’s nothing worse than watching an otherwise winnable sale leak out the pipeline because we couldn’t manage the objections during the sales process; especially when it’s time to close the deal.
This is where the R.E.A.C.H./ Pivot Process comes in. It is a simple and effective way for all salespeople to work through objections when it’s time to close the deal that also helps the salesperson to manage their own emotions. R.E.A.C.H. for the solution means:
Resolve any reasonable objections with ease.
Establish a mutual understanding for the items that can’t be negotiated or changed.
Affirm that the sale is still optimal for the customer
Confirm that the customer is still interested
Harmonize by working together as buyer & seller on a mutually beneficial solution to the objection
Here’s an example:
Customer: “This is a pretty big decision. I’m going to need some time to think about this.”
- Resolve: “Do you mind sharing what you are hung up on with me? I might be able to resolve that now.”
- Establish: “You have mentioned certain concerns that I cannot change such as (price, timing, delivery, etc.). Will that be a deal breaker?”
- Affirm: “I am still confident that this is the right option for you based on our conversation.”
- Confirm: “Am I correct that you still want what we are offering?”
- Harmonize: “Is there a way you and I can compromise now that is mutually beneficial?” This is your chance to negotiate if necessary after having set the needs and proper expectations. But what happens if you are still at an impasse?
Always be prepared to Pivot For The Progress
Unless you and the buyer uncover a deal breaker during R.E.A.C.H., then there is still a chance that you can move the sale forward. Never go through the sales process or try to close the deal without a plan B. Plan B is the option you offer that keeps the customer engaged with another commitment opportunity. A proper plan B to pivot for the progress has 4 critical traits and is communicated simply by stating, “If you’re still not comfortable with this deal, here is another option that might make sense for both of us because is has
-
- “A smaller commitment (Example: only one phase of the project) which means…”
- “A lower risk (Example: a lower price) which will be…”
- “Mutually beneficial (Example: you get part of the project and I get part of the sale) which will…”
- “Allow the opportunity to grow (Example: build up to the bigger sale later) so we can work together to our original goal with this deal.”
