Use the Reflection Technique to Sell More!

What is the Reflection Technique?

The reflection technique involves responding to a client’s objections or concerns by repeating their exact words or reflecting their feelings empathetically. Instead of responding with a simple “why,” which might be perceived as confrontational or defensive, this technique invites the client to elaborate on the reasons behind their objection.

Steps to Use the Reflection Technique:

1. Active Listening: When the client expresses an objection, listen attentively not only to the words they say but also to the tone of voice and body language that might indicate underlying emotions.
2. Repeat the Last Words: Use the last words or key phrases the client has said to start your response. For example, if the client says, “I’m not sure I can afford this right now,” you might respond by saying, “Right now…”
3. Pause for Deep Silence: After reflecting the client’s words, allow a moment of silence. This silence gives the client space to expand or clarify their concern without feeling pressured.
4. Empathize and Offer Solutions: Once the client has shared more about their concern, show empathy and present solutions that specifically address those points. For example, if the concern is about price, you could offer financing options or more affordable packages.

Benefits of the Reflection Technique:

• Enhances Communication: By reflecting the client’s words, you show that you are actively listening and care about understanding their needs.
• Builds Trust: By demonstrating empathy and respect for the client’s concerns, you build a trust-based relationship that is crucial for closing the sale.
• Effectively Resolves Objections: By inviting the client to delve deeper into their concerns, you can identify and address the true barriers to purchase.

The reflection technique is a powerful tool for any sales professional looking to improve their objection-handling skills and increase their closing rate. By avoiding the use of “why” and instead using empathetic reflection, you can turn objections into opportunities to strengthen the client relationship and guide them toward a purchase decision. Practice this technique regularly and watch how it enhances your ability to positively influence your clients and achieve your sales goals.