Working Successfully With An Indecisive Prospect

When it comes to making a proposal or pitch to deliver your product or service to a prospect, remember that the question is not just the answer; the question is the cure. Keep in mind that the one asking the question actually controls the conversation. So find out early if the person you are speaking to can actually make the decision to purchase the product or service you seek to provide.

For some decision-making is not something they can do solo; they must go to someone else, a partner, manager or someone higher up in the company, in order to make up their own minds. Rather than dismissing such prospects, treat these customers with a greater degree of care since they are no doubt already uncertain, possibly insecure and maybe in a little over their heads.

In this increasingly complex world, many businesses practice a division of labor, especially where purchasing goods and services is concerned, and particularly when money is tight and times are tough.

Let's imagine such a scenario. Albert, your prospect, has been listening to the options you have outlined and now says one of three things:
• "I need to think about it."
• "I'll have to talk to my manager about that."
• "That's awfully expensive (or a big project). I can't make that kind of decision independently."

In the first example, Albert has elected to share very little information. Understand, he is actually telling you a great deal, namely that he's too uncomfortable to share the actual objection or that there may be a third party involved. That's a tip-off that a greater degree of trust is necessary before any disclosure about the real issue can take place.

The second example shows that Albert is revealing his dilemma and not just brushing you off, so don't brush off his remark. Although you and have spent time getting to know him and his business, and presenting your information in his style, it's now time to find out more about his manager. In the third scenario, an actual objection is stated -- it's expensive, or time consuming -- and Albert tells you he needs help with the decision. Knowing the objection and that another person is involved in the decision makes it a great deal easier to proceed.

In all three examples, your concern is how to encourage the person who isn't present to consider your proposal. Your job is to give Albert, your walking, talking marketing tool, the opportunity to send a beneficial and acceptable message to the person who will make the final decision.

So what do you say to Albert? "In addition to you, is there anyone else who might influence the decision?" Or, "Besides you, is there anyone who might also be interested in the proposal we're discussing?" Neither question demeans Albert, exploits his indecision or forces his hand in any way. It's a natural outcome of the conversation expressed with curiosity. What might the prospect reply? "Yes, my manager (or company owner, etc.)"

Your next question should be: "What might his or her concerns be about this proposal?" Or: "What is it he or she might want to know about this product or service?"

You can never know until you find out more, and you can only find out by asking with care, concern, respect and non-judgment. The more information you can find out about your prospect's concerns and objections, the more material you have at your disposal. The art of persuasion is nothing more than building a roadmap that establishes value and integrity for the product or service.
Many individuals simply can never say "yes" to anything. Structure your presentation or pitch so you make it easy for the indecisive customers to do what you want them to do, and hard for them to do what you don't want them to do.

Source: JoAn Majors is a professional speaker, a two-time business founder and a three-time author. Her latest book is Encouragementors:16 Attitude Steps for Building Your Business, Family & Future.