Dealing With Objections
This builds trust and enables you to elevate the conversation to a joint problem-solving conversation vs. a sales situation that demands objections.
Here's a process to help you do this:
- When you hear the objection, repeat it, restating it as a question, and write down what it is in your notes. You shared that you don't think this is the right time?
- Ask him to share more about why it isn't the right timing.
- Then ask, "Aside from that, what other questions or concerns do you have?"
- Repeat objections and concerns as they are voiced, restating each as a question and asking for clarification or additional concerns. "It sounds like you have several concerns here. What else is on your mind?"
- After you have the complete list of questions, repeat them aloud, and then ask, "Which of these shall we talk about first?"
2. Accept the person and the objection
Once you have discovered the objection, the next stage is to acknowledge, not only the objection, but the person as well.
First and most important, accept the donor. Accept that he has a right to object. Accept that you have not fully understood him. You do not do this by saying, "I accept you," or anything like that. The simplest way is through your attitude. Objecting can be a scary act, and people can fear your reaction. By not reacting negatively, by accepting the objection, you also accept the donor.
By accepting the donor, you build both her trust and her sense of identity with you. You also set up an exchange dynamic where she feels a sense of obligation to repay your acceptance. But that is not the main reason you do this. You sincerely accept the donor.
Accept the objection. Accepting the objection means understanding how it is reasonable, at least from her current viewpoint, for her to object to what you may believe is an excellent offer.
If you’re hanging with Richard it won’t be long before you’ll be laughing.
He always finds something funny in everything. But when the conversation is about people, their money and giving, you’ll find a deeply caring counselor who helps donors fulfill their passions and interests. Richard believes that successful major-gift fundraising is not fundamentally about securing revenue for good causes. Instead it is about helping donors express who they are through their giving. The Connections blog will provide practical information on how to do this successfully. Richard has more than 30 years of nonprofit leadership and fundraising experience, and is founding partner of the Veritus Group.