Mastering Retail Sales Techniques: Objection Handling and Communication Skills

Prevent the number one retail objection by seeding it in prospects' minds using tailored tonality and precision probing questions.

### Mastering Retail Sales: Preventing Objections, Tailoring Tonality, and Precision Probing
* 🛒 Prevent the common "I'm just looking around" objection in retail by seeding the objection in the prospect's mind before they bring it up. Use a curious tone to ask, "**Are you guys just out looking around?**" and follow up with an **NAPQ connection question** to shift the focus to the prospect.
* 🗣 Tailor your tonality in sales to match the intention behind your questions. Use a **confused tone** for pattern interrupts, a **curious tone** to show genuine curiosity and open people up, a **challenging or skeptical tone** to address needs or gaps, and a **concern tone** to show empathy and understanding.
* 🎯 Practice precision probing (NEPQ) to get prospects to **sell themselves on the need for your product or service**. Frame questions in a way that pushes them to **defend why they need to change**.
* 💡 "Your tone is probably the **most critical part** of this process to learn."
* 🎓 Join the free Facebook group at www.salesrevolution.pro to access the NPQ 101 mini course, which provides a list of questions and phrases you can use in any sales situation. The group offers **regular live trainings, Q&A sessions, and client interviews** to help you **improve your sales skills**.

all right, do you sell retail? Any type of retail where customers walk into your store. If you do, I'm going to show you here on this Vibe board. I'm going to show you three very important things that you'll need to understand at Master when you're communicating with your prospects if you want to increase your Revenue drastically and do that right now right. So first of all go down to the bottom of this video hit the Subscribe button. That's probably important for you. Hit the Subscribe button and to the right of that or maybe the left. I don't know somewhere in there there's like a little bell. That's your notifications button hit the notifications Button as well so you get notified by YouTube Every time I post a new training video which I typically do two to four times a week. So number one is this is probably one of the most important things that you're coming up to you. We have to learn how to prevent the number one objection that you typically get anything retail whether you sell furniture or you sell.

you know at a medical spa or you sell you know at uh just anything car dealership. I mean anything retail where people walk in and you say, hey, welcome into the store. How can I help you? What does the average prospect say? Just looking, just looking, and then it's over and you're like, uh, I don't know what to do. So I'm going to show you what to do here. That's the number one thing, and then I'm going to show you two other things that are going to be very, very critical for you. So we have to prevent the I'm just looking around objection from even happening in their mind. Now we're going to do this, and this is going to sound kind of crazy, but we're going to do this by actually telling them the objection before they bring it up. We're going to seed it in their minds so they can't give us the objection. All right, let me show you to do this. Uh, okay. So here's what you're going to do. Hey, yeah, welcome.

into the store today. Are you guys just out looking around? See how I'm giving them the objection, okay. Hey, welcome into the store today. Are you guys just out looking around? Now we're going to say that in a curious tone. I'm going to come back to that in a second, all right. Now look here. Are you guys just, hey, welcome into the store today. Are you guys out looking around? Do you know what they're going to say? Yeah, we're out. Yeah, yeah, they're just gonna say yes, okay. Instead of saying just looking, now they're being more popular like, yeah, or they'll say, yeah, yeah, we're just out looking around. And then you're immediately gonna go into what's called a connection question. This is called an NAPQ connection question that immediately takes the focus off you and puts it directly on the prospect. You're going to say this, oh, and you do, you know what you're possibly looking for. Now you're going to say that in a curious tone, okay. You're also going to use this word, this neutral word here, possibly.

right, all that does is it lowers your prospect's guard. The biggest thing you want to do in any type of sales environment is, especially retail, is you got to get the prospect to lower their guard, disarm them. Okay, so here my tone. Oh, and do you know what you're possibly looking for? Okay, now sometimes they might say, Oh, I'm not really sure, or a lot of times I'm like, Yeah, I'm looking for this. Okay, well in that case, and then you lead them over there. Or they might say, Well, I'm not quite sure, and you might say, Well, for example, are you possibly looking for, and you repeat back two, three, or four different options. Okay, so the biggest thing here that I wanted to show you that's going to help you is just give them the objection where they can't give it to you. You just give it to them. Hey, welcome into the store today. Are you guys just out looking around? Yeah, yeah, yeah. Oh, okay, and do you know what you're possibly looking for? in a curious tone. Okay, all right, let's keep.

moving on here now the second thing that you really have to understand in sales and Retail especially is you have to know what's called tailored tonality. You have to tailor your tonality in every single thing you say, and especially the questions you ask, because your tone is how your prospect interprets the intention behind every question you ask. That's how they interpret what you mean by the question or why you're asking the question is based on your tonality. Okay, there's certain questions you have to ask Morna confuse tone and I'm going to show you some retail examples here. I'm saying where you're going to use a confused tone that sounds counterproductive. Jeremy why would I ever act confused I need to act like I know everything well. I'm going to show you how to do pattern interrupts where you're confused use a confused tone where they come to your rescue and help you. I'm going to show you what to do here. There's other questions that require more of a curious tone that causes them to feel that you're asking

the question because you're generally curious that opens people up. There's other questions when you get halfway into the conversation, maybe three-fourths of the way, where you've built a gap from where they are to where they want to be. You've built a need, you've helped them find problems they didn't know, or you need to ask it in a challenging or skeptical tone. I'm going to show you what I mean by that and give you a few Industries in retail, and then there's other questions you have to lean in, and you have to learn how to shift your tone down into a concern tone, a tone that shows more empathy, that causes the prospect to feel that you understand their unique situations. It causes them to feel that you're concerned for them, that they might not get what they said they wanted. All right, so I'm going to show you some different examples for retail. For that, I gotta get a drink here, I'm dying now. Here's a confused tone example. Let's say the prospect says, Ah, you know, let's say...

you're uh, let's say you're a car salesperson. They come into the dealership and there's a Cadillac Escalade there. It's a hundred and fifteen thousand dollar ride, and the prospect has never spent that much on a car. They're shocked that a Cadillac would be that much. You know, after covid, where, you know, three, four years ago, that same car might have been 85 or 90. Then they're just shocked, and they say, you know, this is just a really big decision for us. Okay, I might say, big decision. Now, see how I used a confused tone? Big decision, big decision. I'm confused. That causes them to open up and tell me what they mean by a big decision. That could mean something completely different to every prospect you talk to that literally says the same words. I can literally just repeat back those maybe objection, and they open up. It's a clarifying question, but I use a confused tone. Or let's say they're like, I, you know, I just need some

time. I really need to think. That sort of save you sold Furniture in a furniture store. I just really need some time like those sofas are, you know, uh, I don't know. I just, I need to really think about it. I can lean and say think it over. If they're like, I need to think it or think it over, yeah, I need to think it over because I'm not sure if I have the budget. Well, now you know, it's not really think it over. It's a money objection. It might not feel like they have enough money. Now you know what objection you're dealing with so you can help them overcome it. See, that's an example of a confused tone. I could go on for hours on that tone. Now there's other tones you got to lean in and it's more of a curious tone. Okay, let's say, let's just stick with those two retail examples, cars and Furniture. We've trained thousands in those spaces, really tens of thousands in any type of retail space. I might ask, you know, what I'm trying to find out their situation.

these are called Situation questions that help you in the prospect understand what their real situation is. So one of my first situation questions, oh and what type of vehicle do you drive now? Oh and what type of uh car do you guys typically drive now. See, that's a curious tone. See what I did. My tone causes the prospect because it's asked in a curious tone to open up because they feel like I'm curious. That's why I'm asking the question. Okay, in the same sense, let's say that you're selling sofas and they're talking about their living room. I might say, can you maybe walk me through the layout of your living room so I understand better. Can you walk me through the layout of your living room so I have more understanding. Oh, what's the layout of your living room so I have more context for. Oh, how does your what's the kind of the layout of your I guess your dining room area so I understand a little bit more. See, that's a once again curious tone. See what I'm doing there, a curious tone.

triggers curiosity, causes the prospect to open up emotionally, and go deeper. All right, I'm going to keep going here. All right, you also want to have questions that are more of a challenging or skeptical tone. That's apt. You're not going to ask questions in a challenging and skeptical tone in the first two minutes of a conversation. We don't have much trust or credibility yet. That's more like three-fourths of the way into your sales process. All right, so let's keep it on the car dealership. So, and let's say, losing my mind here, let's say that their problem that you're able to help them find is they have this used car but it keeps breaking down all the time on their way to work and they've been late to work several times and they're a little bit concerned that they might get fired because they're always late because of the dang car. Okay, so what happens if you keep the car and it keeps breaking down on the way to work? I mean, what would happen?

to your job at that point. See, that's more of a challenge. Okay, what happens if you just keep this car and it keeps breaking down on the way to work? I mean, what would happen to your job at that point? See, I start off with more of a challenging, skeptical tone, and I actually end that in a concern tone. Okay, see what I just did there? I'm going to show you that example here. My tone again. Okay, but what happens if you just keep this car and it keeps breaking down on the way to work? I mean, what would happen to your job at that point? So, I start off skeptical, which raises their emotions, okay, and then I lower it back down at the very end. Here, what would happen to your job? I mean, at that point, concern tone causes them to feel what that I'm concerned for them that if they don't change, the problem is going to stay the same and actually get worse. They're going to lose the job. See what I just did there? All right, now let me give you an example of

more of a concern tone here. Okay, let's say that you sell furniture. We'll just stick to those two retail stores. Now, this works for any retail store. I mean, we literally train every single industry on planet Earth, including yours watching this video, right? So, you just got to plug in your space here. And let's say that you just can't move them forward. You've called them a few times, you've showed them all the different furniture they could get, and they just, they're just iffy. And you can't overcome their concerns. You're just, this is your last step. And you just say, John, put your hand on your chest too if they can see you. And even if you're on the phone, because it helps, like your body language affects your voice, right? Your tone, right? What's really holding you back from moving forward so you can relax at night and get all that stress off your back? Now, let's say if I'm selling some type of chair, you know, those chairs, the massage chairs. Let's say you're in a

furniture store, and they've been looking at this massage chair that's like five grand. I'm just throwing out a number, and they just wishy-washy now. What is the problem? Okay, he can't relax at night, his back's all tied up, he's got a lot of stress, and so remember the chair is there to solve that problem, help them relax, to get the stress out of his back. See how I'm tying in the problem and the consequence of the problem into the question using a concerned tone. What's really holding you back from moving forward so you can relax and really get the stress out of your back? And I lower my tone. That concern tone causes the prospect to feel what? That I'm concerned for them if they don't do anything about changing their situation. If they stay in the status quo and the problem stays the same, see what I just did there? All right. And then the third thing here is precision probing. Now that's called NEPQ, and we're going to ask what's called a problem

awareness question. Gotta get a drink here. Okay, now let's stick to those two industries, okay: furniture and cars. Doesn't matter the retail, just plug it into the framework. All right, let's see. I mean, and let's say they tell you the kind of sofas they already have, right? So, this is a way to kind of almost push them away a little bit, where they pull you back in. Okay, I'm going to show you how to get your prospects to actually do all the work, rather than you trying to do all the work. We can show you how to get them to sell themselves, right? To pull you in, whereas you might have been trained or forced to learn how to get. You have to do all the work, you have to do all the selling, all the persuading. And I'm sure you're getting exhausted from that. Way easier to get your prospects to do all the work, because after all, they're the ones that have the problems, not you, right? And your solution actually solves their problems. So why not learn techniques how to get

them to do all the work and sell themselves. All right, I mean the sofa you have now, I mean that's, and that's a fairly decent piece. I mean which caused you to feel that it's not comfortable enough though. See what I just did there? I mean the sofa you have now, I mean that's a fairly decent piece. I mean what's caused you to feel that it's not comfortable enough? Well, I mean it's not comfortable enough because and they start telling you why they're looking for something else, but more importantly who are they telling themselves. That's called self-persuasion. See how I got I push them away a little bit. Notice I said it's fairly decent, I didn't say it's awesome. You don't want to go too positive, you don't want to go too negative, you just want to be kind of in the middle. I mean that sofa you have now, I mean here are my tone skeptical tone. See what I just do what I'm doing there is I'm getting to the defi then to

defend themselves on why they need to change is that probably good for you. Where they defend themselves on why they need to buy a new sofa. Okay, I mean the sofa you have now, I mean that's a fairly decent couch. I mean what's caused you to feel that it's not comfortable enough? Feel not think. You want to keep them on their emotional side of their brain, that's where human beings make decisions. You say think, they go back to logical-based thinking, which is not good for you, right? Come from now, cars. Let's look at the cars here. I mean you've had this car five years. I mean it's a fairly decent ride. I mean what's caused you to feel that you might want something better though? I mean you've had this Mustang for four years. I mean that's a fairly decent car. I mean what's caused you to feel that you might want something better? Well, the reason why I want something better is X and Y and Z. See how I'm getting them? I'm like almost pushing them away, which causes

them to pull me back in and to defend themselves on why they need to change. Now the tone is really important here because if I said, I mean, you've had this car for five years, it's a fairly decent car, what's caused you to feel that you might want something better though? Well, I don't know, we're just kind of looking around. See how your tone affects how that comes out. I mean, you've had this Mustang for five years. I mean, that's a fairly decent ride. A lot of people would say that's a pretty decent car you have. I mean, what's caused you to feel that you might want something better though? See, concerned tone. Okay, does that make sense? All right, so those are the three things to start to learn to master if you want to be very successful in retail or any sales environment. Number three, Precision probing. Okay, very, very important for you. We also want to focus on what's called, let's go back here, tailored tonality. Your tone is probably the most critical part of this process.

to learn okay we can train you all that in our virtual training courses for our clients. If you want to learn how to do that okay train thousands in your space. And then the number one thing is prevent the number one objection of I'm just looking around by just telling them the objection. Oh welcome into the store today. Are you guys just out looking around okay see what you did all right hope that helps and we'll see you soon join our free Facebook group go to www.salesrevolution.pro. We should have a link on here somewhere salesrevolution dot Pro right when you join thesalesrevolution.pro Facebook group because we've got thousands of entrepreneurs and there are thousands of sales people like you thousands of coaches Consultants Executives in there that want to sell more right when you join check your DMs because we're going to message you some of my team's going to message you a free training called the npq 101 mini course. It's going to give you a list of different questions and phrases you can

use in any sales situation. That alone is going to help you sell more than what you're doing now. And we go live in the Facebook group about three to four times a week with different subject matter trainings, different Q&A's, different client interviews that will also help you sell more. Join the Facebook group salesrevolution dot Pro. See you there.

3 Selling Techniques in Retail | Jeremy Miner

Jeremy Miner

Increasing Retail Revenue: A Masterclass in Communicating with Prospects

Learning how to prevent the common "just looking" objection from customers is crucial in retail sales.

One effective strategy is to plant the objection in the customer's mind before they bring it up, using a curious tone and a neutral word like "possibly.

" Using a connection question can then shift the focus to the customer's needs and preferences, helping to lower their guard and improve the chances of making a sale.

Tailoring tonality is crucial in sales, especially when asking questions, as it determines how the prospect interprets your intention.

Different tonalities, such as confused, curious, challenging, and concerned, are effective in various stages of the conversation.

For example, using a confused tone can help clarify the prospect's concerns, while a concerned tone shows empathy and understanding.

In retail, these tonalities can be applied when discussing big purchasing decisions, clarifying customer needs, presenting challenges, and showing empathy towards the prospect's situation.

Effective Sales Techniques for Different Tones

Using a confused tone can help identify a customer's money objections.

A curious tone can be effective in asking situation questions and getting the prospect to open up.

A challenging or skeptical tone is more appropriate later in the sales process when trust and credibility have been established.

Using Different Tones in Sales Techniques

Starting with a skeptical tone can raise the prospect's emotions and engage them in the conversation.

Transitioning to a concern tone can show the prospect that you genuinely care about their situation and the potential consequences.

Using a concerned tone while asking precision probing questions can convey empathy and emphasize the importance of addressing the prospect's needs.

Techniques for Getting Prospects to Sell Themselves

Using a skeptical tone and asking open-ended questions can help prospects sell themselves on the need for a new product.

By making them defend their current choices, you can guide them to see the benefits of making a change.

It's important to keep the conversation focused on their emotions to drive decision-making.

Mastering Retail Sales: Key Techniques for Success

Tailored tonality is crucial in retail sales for influencing customer decisions and reactions.

Precision probing is essential for gathering specific customer needs and objections.

Preventing the common objection of "just looking around" can be achieved by addressing it directly and offering value through training and resources.