Your MSP business is going to pitch more clients than it actually serves. If you just forget about a prospect when they deign not to accept your products or services, that’s not going to do you much good. However, if you learn where you went wrong–or if you went wrong–with each client, that could substantively serve your operation. Accordingly, some techniques in terms of objection handling strategies include:
• Learning from unsuccessful sales
• Ensuring you know the actual concerns of potential clients
• Not self-sabotaging
• Knowing when to use “walk away” selling techniques
Learning from Unsuccessful Sales
Identify commonalities in your selling technique which may be producing losses. What were last year’s deal-breakers? Were there any instances where you could have talked your way out of problems? Were there bureaucratic workarounds? Use such means to get past a client’s rejection of your MSP business.
If you know where clients really coming from, you’ll have a greater chance of resonating with them such that a sale results. Figure out why they’re objecting. What makes them bring up a discordant point in what was previously a harmonious pitch? Don’t assume! Validate prospects, ask what’s going on, and don’t respond until you’ve got your head around the issue enough to show them why your products or services won’t play into such concerns. Don’t answer questions until you have actual answers–you’re looking to understand, not project.
Many sellers set clients up to object without realizing it. A great way to do this is to get in the way of a prospect’s vision for success. They want to have your services, they want to see value, and they want it all to happen smoothly. When they mischaracterize something, if you immediately chirp up in order to portray accuracy, you’re going to knock them off their train of thought and they may resent you.
This is incidental self-sabotage. You’re trying to help them bring into reality what they see in their mind’s eye, not substitute that vision with one you give them. So don’t answer questions nobody asked, don’t try and throw features or benefits at your potential clients that they may not want, and don’t introduce possible risks to your clients mentally by overstating something that isn’t a great concern or understating something that is.
When to Walk Away
Sometimes you want to use reverse psychology on a client for a “yes” by acting like you don’t think they’d be a right fit for you. You may strategically ask, when you sense certain hesitations, “Is provision X going to be some kind of deal breaker? I don’t want to waste your time.”
See the subtlety there? There is this art to any deal: you must always be willing to walk away. Why? Because done right, you’ll make the client worry they could lose a good deal. Just don’t use this too much. Do it at the wrong time, you could sabotage yourself.
An MSP business using strategy in sales conversion is likely to increase statistical instances of new client acquisition or existing client upsell. Look over where you’ve been and what you’ve done, find areas where you can optimize, and put such optimization strategies into action.