STEP 4 HANDLING PRESENTATION QUESTIONS & OBJECTIONS Once you - - PDF document

Presenting – Step 4 – Handling questions & objections

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STEP 4 HANDLING PRESENTATION QUESTIONS & OBJECTIONS

Once you have completed the presentation, your guest may have some questions

• r have some objections. Answer these and go back to finding out which aspect

interests them, the products or the business and based on their answer, just let them know what the next step is if they want to get started. That is, register, order your products, get trained. THINGS TO REMEMBER WHEN HANDLING QUESTIONS AND OBJECTIONS

• 1. Questions and Objections are great. They show that your prospect is

interested in knowing more. If they do not have any questions or objections, it means they are not curious or interested. So don't be afraid of questions and objections, welcome them.

• 2. The first objection you get, is probably not the real objection, it is generally a

smoke screen.

• 3. Objections are really questions disguised as objections because the

prospect needs some reassurance to take the next step.

• 4. All objections should be handled with the FEEL, FELT, FOUND method.

Teach this to your new distributors!!

• 5. Do not address issues, which have not been raised. Don’t answer unasked

questions.

• 6. You only fear questions and objections because you have not spent time

learning the answers. Learn the answers, and handling objections and questions becomes easy and you lose the fear. When answering questions, use the following method

• 1. Rephrase the question and ask it back to them so that you are clear that you

are answering the right question

• 2. Answer the question
• 3. Ask them if it has answered their question or if they are happy with that.

QUESTION 1: WHAT IS THE NAME OF THE COMPANY? ANSWER: Nu Skin Enterprises - It encompasses 4 companies. Nu Skin, Pharmanex and their humanitarian arm - Nourish The Children. Have you heard of it? (They tell their version and you tell yours) QUESTION 2: WHO SELLS THE PRODUCTS? ANSWER: The Company, Nu Skin sells the product. We are simply the messenger and show the business to others. All we do is create a wholesale distribution network, which accesses product from NSE. A number of people

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choose to sell. And it is good for a long term stable business, that you develop a consumer base of around 30 or 40 people over a period of time. We have a fantastic program in place called Automatic Delivery Reorder(ADR), where your consumers can have the products delivered to their door straight from the company, at the same time every month, and their credit card just gets billed automatically, and it is all hands free. Does that make sense? QUESTION 3: WHAT IS THE PRODUCT? ANSWER: The company deals in various industries. It deals in exclusive cutting edge products targeting genetic expression, and we have a humanitarian arm called Nourish The Children, which feeds starving children, where people can

• rganise a food package on a 1 off, or on a monthly basis, to be sent to a starving

child in the 3rd world countries. Does that answer your question? QUESTION 4: WHAT IS SO SPECIAL ABOUT THIS PRODUCT? ANSWER: (START WITH THIS) It is the level of science that makes the products

• special. If a company does over 3 billion dollars of sales, and they don't advertise,

that tells me that a lot of people like the products. I mean, you might buy something once to please someone you know, but if you don't like the product - would you buy it again? So the products actually work! The company has over 50 PHD level scientists on staff, their own research facilities in a number of Universities and research institutes, and the science they use really is cutting edge. QUESTION 5: HOW IS THE COMPANY DOING THIS (HOW DOES THE BUSINESS WORK)? ANSWER: The company sets up International Distribution Centres in all the markets that it operates, so people can easily access product in each country at wholesale, directly from the company. You need an ID number to purchase products at wholesale from the company. If you don't want an ID number, the only

• ther way to purchase the products is to purchase them at a retail price from

someone who already has an ID number. First what happens is, you register and get an ID number. Let's say that you know someone in this country, who knows someone in another country, who knows someone in another country etc. They hear about the business or products from people they know, by email or phone or

• whatever. They decide to participate and get an ID number, which links them to

the person who introduced them, and to the company. They are all ordering product for their own usage, directly from the company's offices in the country they are in, and the company is delivering the products. The company's state of the art technology tracks all product movement worldwide. All this activity is linked back to you, and you can check all this activity online and you can receive a percentage

• f all of the volume ordered. Can you imagine the power of this as it ping pongs

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around the world? QUESTION 6: WHAT DO I HAVE TO DO? ANSWER: Exactly what I am doing right now. We show people this great business, and we use the company's products. Could you do that? (You may like to draw this as a circle as you explain this, put the word 'use' in the middle of the circle) What we do is INVITE people to look at the business. Just like I rang you, and asked you if you were open to business. We PRESENT the information to them, as I am presenting this to you now. In the beginning, I am helping you do this. As you can see, this presentation is not that complex - it is not brain surgery! or you can invite people to come to a business briefing and hear about it in a professional environment. If they understand the potential, they may choose to participate. If they are interested, we SPONSOR them. People who want to join just to get the company's products at wholesale register. There might be a small fee to join but that is waived if they order a certain amount in the first order. Someone who wants to make money from the business chooses to join with a Business Builder Kit. It is not a requirement but something we recommend for people who want to build the

• business. Starting with a Business Builder Kit is following a system which has

been handed down and has led thousands of people to success. The pack contains a selection of products for the new person's own use, so they can get belief in the company's products, and be able to look people in the eyes and tell them how good they are. The pack costs around $1900 which for a business which has the potential to pay tens of thousands of dollars a month seems pretty

• reasonable. It's also good to get on a LifePak ADR. Lifepak is the most complete

multivitamin anti-oxidant product on the market. Lifepak on ADR is the company's number one selling product, and being on it is good for your health, and good for your financial health. If you are on Lifepak, your team will get on Lifepak, and you will get a percentage of sales. Some people also choose to sponsor a child on the Nourish the Children program, but that is something they would decide. Then we TRAIN people. What we train them on is how to invite, how to present, how to sponsor and how to train. And we use the company's products. Does that make sense? QUESTION 7: HOW MUCH DOES IT COST? ANSWER: Depending on where you want to focus, it varies a little. The only requirement is to get yourself an ID number and register you on the companies computer system. That is all you need to do. If you want to be a Seller and just use the products and sell some, I recommend that you also get yourself a selection of products. At least half a dozen so that you can try them and like them and show people some products and you will know what we are promoting. If you

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want to build the business, then we recommend a special Business Builders Kit which has a great range of products for the serious builders who want to become

• Executives. It is under $1900. This will give you a good range to use and increase

your belief level. It just depends on where you want to be. Where do you want to be? QUESTION 8: HOW WELL ARE YOU DOING? ANSWER: I have just gotten started! But I'm right on track to achieving my goals. You have to be realistic, that there is no business that you start and in a few weeks or months you are making lots of money, it doesn't work that way, it is not a get rich quick scheme. This is about building a long term stable business. I am on track and we take one step at a time. Does that make sense? OBJECTION 9: I NEED TO THINK ABOUT IT. ANSWER: Great, what do you need to think about? OR Can I ask you something, John. On a scale of 0 - 10, 0 being definitely not interested and 10 being great, I'd like to join now. Where would you be? (Listen for answer) What information do you need or what needs to happen to get you to 10? (Listen to their answer) So if I solve (what ever the issue is) you would join now – is that right? (wait for a ‘yes’– if they still sound hesitant ask them) What else would have to happen to get you from a ‘x’ to a 10? (Listen to their answer) So if I solve those issues as well, you would join right now – is that right? (yes) ‘Great’ (then solve it). Keep repeating the process till you have solved their concerns and they are happy. When they tell you there questions, ask them, "Is there anything else", Keep asking this, "Is there anything else?" After they give you all their reasons and questions, you can even write them down if you like then say to them, If you were satisfied on all of these points. eg. If I could show you how you could do this with the amount of time you had available, or if you were satisfied that this really was real, and that if you participated you could earn $x a month, would you do it? Are you sure? (Get a yes) Say Great IF YOU DON'T GET A YES, THEY ARE NOT BEING TRUTHFUL WITH YOU, AND STILL HAVE OBJECTIONS ABOUT WHY THEY DON’T WANT TO DO THE BUSINESS) Answer all their objections 1 by 1

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OBJECTION 10: I DON'T HAVE ENOUGH TIME! (The real question they are asking is "can I do this in the limited time that I have?") & (Please show me how to do this with the limited time that I have) ANSWER: I know exactly how you feel, I felt the same way. When I was shown this business I had, and still have a full time career. I was shown that I could do this business along side my job/other business, and that if I could put 10 hours a week towards this business, I could really get things happening. For the sake of what was on offer, I decided it was worth it. Some people put in more time, but 10 hours a week is enough to get it started properly. As the income from the business makes it possible, some people choose to put in more time into developing their business to help it grow faster. If you knew a business had the potential to pay you $75,000 a month, would it be worth putting aside 10 hours a week to get it started? (wait for answer) OBJECTION 11: I DON'T HAVE ENOUGH MONEY. (The real question they are asking is can I do this with no money) or (Please show me how to do this with no money) ANSWER: I understand how you feel. I felt the same. But I found that unlike other businesses you do not have to make a large financial commitment to participate. To get started it’s under $1900 which is not much compared to how much it costs to get started with a business that has this sort of potential for income generation OBJECTION 12: HOW DO I KNOW YOUR PRODUCT IS THE BEST? ANSWER: Great question. I know how you feel. I asked the same question! But what I found is that the proof is in the using! I tried them and had fantastic results. It is the science behind the products that makes them special. If a company does

• ver 3 billion dollars of sales, and they don't advertise, that tells me that a lot of

people like the products. The company even has a money back guarantee. There is no risk. Does that make sense? (You can suggest doing a demo or going through the products so they can see how great they are) OBJECTION 13: THIS SOUNDS LIKE AMWAY! (The real question they are asking is please show my why this is different to Amway so that I will do it) ANSWER: Both companies are multi level marketing companies, but just as you can have a difference between IBM or Apple or Joe's computer store, the companies are very different from each other. There are many differences between the two companies. We have unique products that can only be bought through our company, and a lot

• f Amway products can be bought anywhere.

Their culture has included inviting people to dinner, and suddenly those people find they are in front of a business presentation! Which a lot of people don't

• like. We teach people to invite people to look at a business.

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Many of the things that are traditionally associated with Amway, like having to do deliveries, do paperwork, keep track of people and pay people, some of those things may have changed now, but that is still the market perception, we don't have to participate in those things. The company does them. Our compensation plan is much more lucrative than Amway's. We have 1 new person every 4 days reaching the milestone of earning in excess of US$1 million dollars since their time in the business. In NSE, your business ping pongs around the world, and you can be paid fully on international business from the first day you join. With NSE, because the company keeps bringing on board new companies, like Pharmanex, and Nourish the Children, the opportunity just keeps expanding. OR I know how you feel. When I first saw this I thought it looked like Amway. What I found was, it was completely different. This is your own international business with no inventory, warehousing or delivery requirements. The company takes care of all of this. No paperwork. Exclusive cutting edge product technology is driving the company and it has the strongest marketing plan in the world. Does that make sense? OBJECTION 14: I NEED TO TALK TO MY PARTNER ANSWER: Of course! If I could make a suggestion though, if you speak to them before you can answer their questions properly, they may jump to conclusions and think that they know what this business is about. It can be hard to explain how this works, before you have had the training. Totally up to you, but you may like to bring your partner along to meet with me,/come and have a look at the business, and I can answer his/her questions. It would be a shame if they took the

• pportunity away from you, just because they didn't understand how this works.

Does that make sense? OR Absolutely, can I make a suggestion (Wait for answer - get a 'yes') Is it fair to say that after seeing this just once, that it will be difficult for you to explain all of it to your partner? If I can suggest, let’s organise a time to meet you and your partner together so I can show them the business so that they have seen exactly what you have seen and that way, when you decide together, at least you are both informed of the same information? Does that make sense? OR Absolutely, can I ask a question? (Wait for answer - get a 'yes') If the decision was yours only, what would you do? Would you join and do this? (Wait for answer - get a 'yes') Great, what do you like about it? (listen to their answer) Absolutely, can I make a suggestion (Wait for answer - get a 'yes') Is it fair to say that after seeing

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this just once, that it will be difficult for you to explain all of it to your partner? If I can suggest, let’s organise a time to meet you and your partner together so I can show them the business so that they have seen exactly what you have seen and that way, when you decide together, at least you are both informed of the same information? Does that make sense? OR Can I ask you a question John? Do you really want to do this business? (Wait for answer - get a 'yes'). Would your life be enhanced if you were to do this business? (listen to their answer- Get a 'yes'.) Does your partner go to work with you, in your normal job? (get a no) Would it be OK with your partner, if you created the lifestyle that you can see that the business can help you create? (Get a yes) Is it OK with you if you do the business even if your partner doesn't want to do it? (Wait for answer - get a 'yes'). There are many cases when one partner has started the business, their partner has not been particularly interested, and when they start to bring in some serious income, their partner gets excited and wants to participate. Does that make sense? Would you like to get this happening, so at least you have some benefits to show them? OBJECTION 15: I DON'T KNOW ENOUGH PEOPLE (The real question they are asking is please show my how I can do this without knowing many people) ANSWER: I know how you feel, I felt the same. Besides, I found I didn't have to know a lot of people, because people know people, who know people everywhere. Also, many of the people who will join your business you don't even know yet! We all meet people in the course of our daily lives. Some of the best people who are in this business, have been introduced by someone they have sat next to on a plane or a bus, or met at a party! There are even places you can go to meet professional people, like business networking meetings, if you want to go to them. We will teach you exactly what to say, so that you feel comfortable, - how does that sound? OBJECTION 16: I COULD NOT ASK MY FAMILY AND FRIENDS. (The real question they are asking is please show my how I can do this without talking to my friends and family) ANSWER: You know what, I know exactly how you feel! I felt the same way! The truth is your not asking your family and friends for anything. You are offering them an opportunity to be in a business with you, and an opportunity to

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experience the benefits of some great products. As long as you have an attitude that it doesn't matter if they take up that opportunity or not, most people feel OK about telling people about what they are doing. Anyway, you don't even have to invite your friends or family to look at this. There are plenty of other people you can tell who you know or meet who are not close to you. What a lot of people find is that as their own belief in the company and products becomes really high, they want to tell people they are close to, because it is so exciting! Also, as this is growing really fast, they realize some of their best people could be sponsored by someone else instead. I have seen this happen.......Does that make sense? OBJECTION 17: HOW WELL ARE YOU DOING? (This time it is asked as an

• bjection)

ANSWER: Great question. I've been taught to develop and work a 2- 5 year business plan for my business. I am right on course to achieving my goals. I am building a strong foundation now, I'm working with serious people and supporting

• them. I am building a team of excellent people, this is why I am showing you the
• pportunity. I believe from what you have told me you could have what it takes to

be successful. Would you agree that working with a proven business plan makes sense? OBJECTION 18: WHAT'S THE CATCH? (The real question they are asking is please tell me there is not a catch) ANSWER: The catch is that this is a real business, and requires real work! It pays better than anything else I know of, and the lifestyle you can create is incredible - but you have to build it first. Does that make sense? OBJECTION 19: I DON'T LIKE SELLING. (The real question they are asking is please show me how to do this without selling) ANSWER: I know how you feel. I felt the same way. What I found, was the company does the selling and most of the top earners in this company are not sales types. We have doctors, lawyers, engineers, dentists and teachers

• participating. Let's say you join the company. When you need shampoo or

toothpaste, you order it directly from the company. You don't ring me, and tell me you need some toothpaste. You ring the company, or order it on line, or walk in to the centre and get it yourself. I am not saying that you will never sell a product, we do and we have customers, but if you want to make money from the business, your focus should be looking for business minded people. Does that make sense? OBJECTION 20: IT SOUNDS LIKE A PYRAMID! (This usually means where the person on top makes all the money and the person on the bottom loses

• ut). (The real question they are asking is please show me that this is not a

pyramid)

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ANSWER: What do you mean? (Listen to their answer) I know how you feel. I felt the same way. What I found was that pyramids are actually illegal, and this is nothing like that. There are many things that separate a legitimate multi level marketing company from a pyramid.

• 1. In a pyramid, they make money when they recruit other people. We don't

make a single cent when people join. We only get paid when people purchase products from the company.

• 2. In a pyramid, the make it a requirement to invest lots of money at the

beginning, that’s how they make their money. We don't. We recommend people purchase some product but it is not a requirement whatsoever.

• 3. In a pyramid, often they sell a product that is durable, that doesn't run out so

the only way that they can sell more of the product is to recruit more people. We don't, we have products that are consumable, that means when they run

• ut, people buy them again. That means that if no one joins, we can still

earn an income because of the reorders.

• 4. In a pyramid, they often sell products that have no legitimate need, no real

market value or need or are obscure or highly priced for what they are. We don't. We have consumable products in the health, wellbeing, personal care and anti-aging markets. Every single person in the world takes a shower and brushes their teeth. We just want a small slice of that market. Our products are competitively priced at the top end of the market.

• 5. In a pyramid, the product are not refundable or returnable. Here, unopened

and resaleable product has a 90% refund for up to 1 year, and all commissions earnt are deducted back out in the next commission cheque.

• 6. In a pyramid, the people at the top make more money than people

underneath them. In this company, anyone joining at any time, has the ability to make more money than anyone above them. To give you a simple version, we are all able to be paid six levels down from where ever we are. You can join years after me, and make more money than me, if your six level is bigger than mine. I can't be paid on your sixth level.

• 7. NSE is one of the largest multi level marketing companies in the world. We

are a publicly listed company on the New York stock exchange.

• 8. Does that make sense?

OBJECTION 21: I JUST CANNOT UNDERSTAND THIS BUSINESS. ANSWER: Sure, which bits don't you understand? (Listen to their answer, and explain each area that is unclear to them. When you have answered each

• bjection / thing they have not understood, say to them)

Is there anything that isn't clear? Keep going till they don't have any more areas that they don't understand, and then ask them some closing questions again like - So do you find it exciting? How would your life be enhanced by doing this? Would you like to join us? OR

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ANSWER: I know how you feel, I felt the same. What I found was all you have to do is imagine yourself as a teacher. What if I was to tell you that as a teacher you would be paid 5% on the productivity of your students and their students as long as they were in the work force, and all of the health and personal care products they use. Who wouldn't want to be a teacher? Our business offers just that. 5% on the productivity of everyone we introduce into the business and teach. Now do you think this is an opportunity worth looking at? OBJECTION 22: I NEED TO TALK TO MY FRIENDS ANSWER: You know one thing I've discovered in business is that the difference between successful people and non-successful people is having the correct information and knowing the right people, wouldn't you agree? Can I ask you a question? Does the person you're going to talk to already earn over $1/2 million per year? (WAIT FOR ANSWER: NO) Then obviously they don't have the correct information on this or they would be doing it! What you do is up to you, but anyone you would speak to, is someone you could potentially have in your business. If you speak to them before you can answer their questions properly, they may think that they know what this business is about, and they may not be willing to look at the business in a week or two when you do know how to answer their

• suggestions. What I would recommend is to meet with some of the other people

we are working with then decide if you would like to do the business, have training, and then talk to people. Does that make sense? OR Doesn’t it make more sense that we discuss this with someone I'm working with who is already successful and has the right information? If I could arrange it, wouldn't you like to meet one of the top people in the company? Then arrange a time to meet with your upline etc. THEN CLOSE AND SPONSOR YOUR GUEST