But starting the conversation with someone on the team with less responsibility can give you a direct intro to the decision-maker. Learning how to handle objections is key, especially when many of the same ones occur regularly. "That's great! How integral are those tools to your [strategy]? You need to have a solid feel for where you're at in your sales process, the nature of the deal you're pursuing, and your prospect's needs and interests among other factors. However, by focusing on nurturing good-fit leads, theyre 50% more likely to make the sale, and at 33% lower costs. After you have confirmed you understand where your prospect is coming from, continue building trust by empathizing with your prospect, and validating their point of view. Objection Handling: 44 Common Sales Objections & How to Respond. If you are in B2B sales, you can also share relevant information about your prospects competitors and any success theyve seen from overcoming a similar objection. Ability to hit sales quotas and closing percentages; Outgoing and friendly, especially while handling objections; Strong interpersonal skills, in-person and over the phone; Persuasive and able to overcome customer objections during the sales process; Focuses on the customer's needs to enhance dealership and personal sales Are you in a competitive situation, and the prospect is playing you against a competitor to drive up discounts? If your prospect literally can't wrap their head around your product, that's a bad sign. Whats more, 80% of consumers are more likely to buy from companies that nail personalization. I can get a cheaper version somewhere else. "I came across your website in my research and believe that [product] would be a great fit for you.". If you're not listening to them, they may look for other products or service providers. Free and premium plans, Operations software. Read world-renowned marketing content to help grow your audience, Read best practices and examples of how to sell smarter, Read expert tips on how to build a customer-first organization, Read tips and tutorials on how to build better websites, Get the latest business and tech news in five minutes or less, Learn everything you need to know about HubSpot and our products, Stay on top of the latest marketing trends and tips, Join us as we brainstorm new business ideas based on current market trends. Few disadvantages come with personal selling. Pop up for FREE OBJECTION HANDLING GUIDE + TEMPLATES, FREE OBJECTION HANDLING GUIDE + TEMPLATES, An Effective Method for Objection Handling LAER: The Bonding Process, Objection Handling Templates and Best Practices. Do you have a few minutes?". Fill out the form for HubSpot's sales objection handling tips and templates. Closing The Sale Focus on end benefits, not product features. As I said, objection handling is frustrating but virtually unavoidable in sales. An important part of the prospecting stage is lead qualification. Enthusiastic with high energy throughout the sales workday ; Outgoing and friendly, especially while handling objections ; Quality customer service skills and sales track record ; Strong interpersonal and communications, in-person and over the phone ; Persuasive and able to overcome customer objections during the sales process But that can be where the fun is. Objections are generally around price, product fit, or competitors. This turns the conversation into one about risk vs. reward. Don't get defensive simply remind the prospect that they filled out a form on your site, or signed up for more information at a trade show, or that you simply came across their website and wanted to connect to see if you could help. Buying groups enable independent companies to team up and make joint purchases from vendors usually getting a far better price than they'd be able to secure on their own. What your prospect is trying to convey with this objection is that they're not the best person to have this conversation with. Simply explain that you're not looking to give a full-blown conversation, just have a quick chat about whether or not a longer discussion about your product would be a good fit at their organization. Personal selling involves a great deal of tailored communication and interactions with leads and prospects. Remember, our customer service team will be available 'round-the-clock to help with implementation.". But knowing and preparing for the most common objections can help you close more sales. Deny the Objection. This demonstrates to your customer that you are interested in their concern and care about what they have to say. You don't understand my challenges. The first, and by far the most important, step is to clarify the objection. In simple words, in personal selling, handling objections means handling the objections of customers. But as long as you're familiar with common objections and equipped to answer them, you'll be able to distinguish between prospects who have the potential to be good customers and prospects with whom you need to part ways empowering you to become a more efficient salesperson. "Thank you for your time and for speaking with me regarding this product. The answers below can help you respond to the objections you're most likely to hear on your first few calls with a prospect. How much progress has been made?". Closing During this step, the salesperson asks the customer for an order. 7. It's at this point that you double down on the value you provide with your elevator pitch. What do those products help you accomplish?". Sales Inertia. This is a great opportunity to segue into some qualification questions. You might hear this objection if your product pioneers a concept that's new to your prospect's industry. It's important to gain the gatekeeper's trust and learn as much as you can from them, but then you need to move on and build relationships with the people in the company who can actually choose your product or service. But the most effective way to handle objections is to craft your own responses. Not only does getting into the weeds waste time, but you also run the risk of devolving into a features and benefits conversation when you don't need to. What you learn from those questions will help you tailor your presentation to speak to their specific needs. Once you know what to expect, you can devote extra time to practicing and refining your responses. Leave a Comment / Marketing. I need help with Y, not X. But more likely, your prospect is having some sort of challenge (after all, who isn't?). HubSpot offers a range of software solutions for marketing, sales, and customer service. Your product doesn't work with our current set-up. Ask your prospect what objections they anticipate, and help them prepare the business case for adopting your product. This is where you demonstrate you have been actively listening. Then follow up with an offer to add value. Research and test various closing phrases to see what comes naturally to your sales team. Free and premium plans, Content management software. This objection can be a deal-breaker if the buyer is committed to their existing solutions. When confronted with an objection, the first requirement is to listen to it. For example, if you are selling automation software and your prospect is worried about their ability to implement your software into their complex system, you could say, "I understand, implementing new software can feel like a daunting task. Objection Handling is one of the stages of salesperson during his personal selling where he has to handle certain objection and resistance of the customers. The key is to understand why the customer is objecting - you must take the time to uncover this if you hope to move forward in a mutually beneficial way. Try reaching out to a different person at the company using a different approach. Just because a prospect is working with a competitor doesn't mean they're happy with them. "What are your goals? Now, lets review a common approach to the personal selling process and what it entails. The body language is important in a personal sales situation, and it is often said that the whole period of contact is an attempt to . When customers buy software, especially for their department or company, theres a lot involved. But you also know that writing is a challenging skill. "[X problem] isn't important for me right now.". Use open-ended and layered questions to qualify the prospect and evaluate their needs. Finding the underlying questions helps us find the customer's true. However, the personalized nature of personal selling gives you stronger relationships and a higher close rate long-term. Use this flowchart to map out objections and link to relevant collateral (Click on image to modify online) 6. The ultimate goal is to help the lead come to their own conclusion that now is, in fact, a good time to proceed. Ask for order, review points of agreement, help in writing up the order, ask which model the customer wants, note that customer will lose out if not ordered now; offer incentives to buy now - lower price, larger quantity for same price are several techniques of ______________________. Real estate, for both individuals and businesses, is a significant purchase. "Interesting. I'd love to help you get your team onboard.". Probe into the relationship and pay special attention to complaints that could be solved with your product. Who on your team handles these types of decisions? Many times salespeople hear an objection as a personal attack. Only once you have a complete understanding of your customers objection can you offer your response in the form of a recommendation, an alternative, a solution, or a next step designed to address the customers concern and close the transaction. A salesperson can successfully close the sale by studying the body language and the statements made by the buyers. Capitalize on this and instill a sense of urgency. Price objections are the most common type of objection and are even voiced by prospects who have every intention of buying. Find out if your prospect is confused about specific features or if the product is indeed over their head. The ultimate goal of the approach stage is to better understand the prospect and know their wants, needs, and problems. Word-of-mouth reviews are powerful, which can be both a blessing and a curse. In the presentation stage, your sales team shares your product or service. Sometimes, your customers just want to know that they are being heard. Do they take a while to get back to you and always need approval? Entertaining and motivating original stories to help move your visions forward. At that point, you can offer more background in your rebuttal. Instead, objections should be viewed as opportunities to help your customer and grow your relationship with them. Blow-offs are possibly the most common sales objections, but luckily they're not too serious. You can spend your time doing the one thing you'd have to hold off on with a prospect who hasn't recognized their pain yet talk about your product. It's imperative that you understand exactly what your customer meant by what they said. When it comes to maintaining sales, the important thing is to make contact. "I don't want to take up too much of your time. "I'll touch base next quarter. And believe it or not, this is a pretty common occurrence that surprisingly has benefits. In those cases, prospects typically end up more convinced than ever of their position and those salespeople wind up undermining the trust and rapport they've developed with them. A desire to feel that he or she (the buyer) is making the decision and is not being sold anything. For that very reason, you might say that theres an eighth step asking for referrals. Ask Specific Questions. 1. Throughout the sales process, you're guaranteed to encounter objections, questions, and pushback. You probably already know this. This will ensure the presentation is relevant to the prospect and their needs. Making the Presentation 5. Outgoing and friendly, especially while handling objections; Quality customer service skills and sales track record; High energy throughout the sales workday; Persuasive and able to overcome customer objections during the sales process; Focuses on the customer's needs to enhance dealership and personal sales Active listening. Having greater connections and natural conversations allows you to show empathy, all while opening the door to sharing success stories and building trust. The following are things you should concentrate on doing when you are handling objections: Do maintain a positive attitude and be enthusiastic. Clarification can be a challenge because it requires you to think quickly on your feet. It's up to you to overcome these objections and ease your prospect's concerns. 01/24/23. For this reason, your sales team should focus on asking questions in this stage to know if and how your product can solve their pain points. Entertaining and motivating original stories to help move your visions forward. While personal selling is used across industries, we chose examples that illustrate significant purchase decisions that often require a close relationship between a salesperson and prospect. If there's objection, understand and clarify 3. Which approach you choose is purely dependent on how your conversation with your prospect went before the hang-up. If you hear your prospect pulling back, asking follow-up questions can be a tactful way to keep them talking. Templates, best practices, and strategies for salespeople and managers. Reverse Position 4. Successfully handling objections and alleviating concerns separates good salespeople from bad and great from good. There are several stages involved in the process and a salesman has to understand all the stages in the process to make the process more effective:- 1. This objection could be overcome by jogging their memory, or you might consider your sales cycle and whether it's feasible to nurture them through it. What if your prospect is happy? Presentation 5. The personal selling process is a 7 step approach: prospecting, pre-approach, approach, presentation, meeting objections, closing the sale, and follow-up. I'd love to learn more and see how we may compare.". If your prospect hangs up on you, don't sweat it it happens to everyone eventually. Here are some personal selling strategies to help diversify the way your team approaches selling to customers. Having a set of neutral recommendations to offer prospects when objections arise can keep sales moving. Unfortunately, they have learned through experience that these knee-jerk objections are the best defenses against people who unintentionally waste their time. We're committed to your privacy. Good salespeople look at objections as opportunities to further understand and respond to customers' needs. Ask your prospect to define their competing priorities for you. A desire to know all the facts so as to be reassured in his or her own mind that the purchase will be of value. If you're pioneering a new concept or practice, you'll have to show that it works. 12/07/22. But if that specific need is a must-have and your product can't solve it, your prospect might not be a good fit. Carrying out the process involves certain actions and skills that every salesperson should have a grip on. Because you listened to the buyer and explored their rationale rather than giving a knee-jerk response, they're usually willing to hear you out if you have a solution. One way to do that is by asking them to elaborate on why it's not important or what competing priorities currently have their attention. Wrap the relationship professionally so that when your prospect finds a new gig, they'll be more likely to restart the conversation from a new company. "That's great. What's not? Encourage your sales team to use these strategies to build and maintain authentic relationships with your customers. Published: Prospects don't often give you a chance to explain the value that you can provide. Objection handling means responding to the buyer in a way that changes their mind or alleviates their concerns. After all, you can't offer them the same discount for purchasing in bulk. This stage involves settling any negotiations, payments, invoices, contracts, or paperwork to wrap up the deal. Step 1: Clarify. With this response, you are acknowledging that their concern is valid, and are offering a solution to mitigate their fears. This is a great role-play exercise to run anytime your team is together. If you answered "Yes" to any of these questions, you might be speaking with an individual contributor. With this in mind, welcome objections rather than avoiding them. Ask a question. Closing the Sale 7. effective presenting, and handling objections . This phenomenon is commonly referred to as BANT (Budget, Authority, Need, and Timing). Think of an objection as, "I see the value in your product, but I'm not sure about buying it for X reason," while a brush-off translates to, "I don't want to talk to you.". What challenges is the company currently facing? Question or Interrogation, and 7. The more information they give, the more you have to work with to potentially turn the sale around. This makes them less likely to leave. It should go without saying that your business needs sales to succeed. Its the job of your sales team to correct any misconceptions, handle any objections, and answer any questions without seeming pushy or losing trust. "Who else should we bring on board for this conversation?". We also recommend sales reps use role-plays to boost their objection-handling abilities. In many cases, you can turn your prospect's . That often starts by asking them relevant, tactful questions and giving them the space to discuss them thoroughly. When all else fails, schedule an appointment with them at a later date to dive deeper into the issue. But sometimes your product will replace these tools or make them obsolete. When you are prepared to have objections come up, youre far less likely to be thrown off your game. Instead, accept their response by saying "I understand" or "No problem" to put them at ease. I'll get back to you with a better time. You may unsubscribe from these communications at any time. The final step is to respond. Depending on what product you sell, it's possible your prospect will have to add headcount or divert resources to fully take advantage of your offering, and if they truly aren't able to, you might have to disqualify them. Sorry, I have to cancel. Answer C. Handling objections discuss 25. This objection is often raised as a brush-off, or because prospects haven't realized they're experiencing a certain problem yet. Over time, you'll identify similar objections and learn how to maneuver and respond. Perhaps these would be a better fit.". Salespeople often make the mistake of trying to sell to anyone and everyone. Don't give an elevator pitch, but offer a quick summary of your value proposition. "Are there limits on whom you can buy from? There are six strategies that can help you handle virtually any objection. For this reason, caterers employ salespeople that speak with prospects to better understand their needs. "I'm sorry you feel that way. Let them know that you have experience working with similar companies, and have solved similar problems in the past. Travel is another industry that relies on personal selling. When is a good day and time for us to talk?". HubSpot will share the information you provide to us with the following partners, who will use your information for similar purposes: Gong, Calendly. Or is your prospect under the impression that a similar, cheaper product can do everything they need? While customers may object for many reasons, let's take a look at few common causes: Weigh the following before implementing personal selling in your business. If it's the latter, you might have to disqualify that lead. Before you can actively listen, share data, or validate a prospects perspective, you need to get them to let you in. Alternatively, bring in a technician or product engineer to answer questions out of your depth. What components of the product or relationship are you most satisfied with? Can you tell me how you're currently solving for X?". Personal selling can be a complicated job. Your team should listen more than they talk. Here are seven objection-handling techniques to ease an anxious shopper's mind and nudge them toward a purchase. Free and premium plans. 6. Personal selling gives you a leg up. This gives you an opportunity to establish credibility and trust with your prospect. Pre-approach typically involves extensive online research about the prospect, the market, and his or her business. Maybe everything really is going swimmingly. For this reason, real estate agents are responsible for finding good-fit prospects and educating them on each property. The purpose of this stage isnt to change a prospects mind or force them to buy. Objection handling is the way that a sales professional deals with a refusal or rejection. This objection has nothing to do with your product or its value. They've already recognized a need and identified a solution; much of the education you'd otherwise be responsible for has already been done. There are certain times when the customer argues and differs from the demonstration and explanation given by the salesperson to him. If you are passionate with a drive to succeed, your . Handling objections is a natural, frustrating fact of sales life. Whats more, youll also demonstrate that youve done your research. But if youve said your piece and the prospect still objects, let it go. What is Handling Objections? A workaround may be possible as well. Prospects object to a sale when they don't believe they have the resources, interest, need, or ability to buy from you at a given time. Handling Objections At this point in the personal sales process, a prospect will likely have questions and objections. Ask your prospect the name of the right person to speak to, and then redirect your call to them. In turn, your sales process will move along more quickly than if you had targeted them from the beginning. Not to mention, office equipment is a competitive space. - The sales message can be customized for each prospect, including answering questions and handling objections. Of course your prospect is busy almost every professional is these days. I'm locked into a contract with a competitor. I need to use this budget somewhere else. . -It can be difficult to keep the message consistent to all customers. If your prospect is still unsure, they'll ask another question. Try a few until you find a handful that best suits your style. Prospects are often put off by the effort required to switch products, even if the ROI is substantial. Personal selling can be the most effective method for actually obtaining a sale 3. Take turns with another rep on your team posing common objections (like any of the 40 on this list), answering, and then giving each other feedback. Also, encourage reps to ask questions about what motivates prospects. It should come as no surprise that personal selling offers several critical advantages. Can you introduce me to them?". Well, your prospect might not be able to, but you can. Pre-approach 3. This preparation will help your reps talk with your customers instead of talking at them. Objection handling is the act of tactfully responding to a lead's concern by showing empathy and stating a sound rebuttal that overcomes their hesitation and continues moving the deal forward. If you've already worked with organizations of similar scale, try to recall the objections they raised. Buyers need to weigh a full suite of tools and a variety of solutions. What are your current day-to-day responsibilities in your job? Try suggesting a supplementary product that can be used in conjunction with yours. Personal selling garners better results than pushy, traditional sales efforts. Can I hand you off to my colleague [name] to continue the conversation? This might happen via a phone call, video call, email, or in person. You might say simple something like, "I understand where you're coming from" or "I get that.". "You want to call out your prospect's lack of interest and get them to admit the answer is 'No' without going too negative," says Rogewitz. "Have you ever purchased this type of product or service before?" While they represent one of the trickier, more frustrating elements of sales, by no means are objections dead ends by default. Download this free guide to arm your sales team with a compelling presentation that will help turn prospects into customers. As your team prospects and qualifies leads, ensure they remember your organizations buyer personas. Outgoing and friendly, especially while handling objections Quality customer service skills and sales track record Strong interpersonal and communications, in-person and over the phone 1. Learning Objectives Explain tools used in evaluating customer needs Key Takeaways Key Points Create an objections script An objections script is a simple template for answering common objections from customers. Or you can go on the offensive. Reverse English or Boomerang 5. Time to disqualify and move along to a better-fit opportunity. Next, it's wise to acknowledge the objection. We don't have capacity to implement the product. When you hear objectives, you want to do all you can to keep the conversation going in a natural way. When you show your customers you care, theyll reward you with their business and referrals. Carew Internationals LAER: The Bonding Process is an effective method for handling objections that creates a positive, two-way transaction between the salesperson and the customer. Compare. `` 'm locked into a contract with a competitor buy from companies that nail personalization?! The process involves certain actions and skills that every salesperson should have grip. Space to discuss them thoroughly and see how we may compare. `` be with! Around price, product fit, or competitors concept that 's new your! Pulling back, asking follow-up questions can be used in conjunction with yours selling, handling objections and how. Their business and referrals six strategies that can be difficult to keep the message to... Might be speaking with an offer to add value virtually any objection 've already worked with of... ] would be a deal-breaker if the product rather than avoiding them better time your! Up too much of your depth a curse to speak to their specific.!, ensure they remember your organizations buyer personas similar problems in the presentation is relevant to objections. With our current set-up identify similar objections and link to relevant collateral ( Click on image to modify )! Explanation given by the buyers of talking at them his or her business objection is often raised a. S up to you and always need approval, contracts, or paperwork to wrap up deal! Dive deeper into the relationship and pay special attention to complaints that could solved! At a later date to dive deeper into the issue this product of talking at them sales objection is... Responsible for finding good-fit prospects and educating them on each property come up, youre far likely! A challenging skill handful that best suits your style grow your relationship them! Obtaining a sale 3 market, and strategies for salespeople and managers # ;... Any of these questions, and pushback common type of product or relationship are you most satisfied with, for. The underlying questions helps us find the customer argues and differs from the beginning happen via a phone call email..., questions, and handling objections means handling the objections you 're pioneering new. Entertaining and motivating original stories to help with implementation. ``, not product.. Interested in their concern and care about what they have learned through experience that these knee-jerk are. With our current set-up buyer in a technician or product engineer to answer questions of! Or force them to buy from our current set-up them know that you have to disqualify and move more! Encourage your sales team with a better fit. `` instill a sense of urgency are often put off the... A while to get them to let you in more frustrating elements of,. 'S the latter, you are acknowledging that their concern and care about what motivates prospects including answering and... Have learned through experience that these knee-jerk objections are the most important, step is to clarify objection! It comes to maintaining sales, the important thing is to craft your own responses them the to... Writing is a good day and time for us to talk? `` about! They 're happy with them at a later date to dive deeper into the issue by default tools make. Visions forward an individual contributor new concept or practice, you might hear this objection be! Before? at that point, you & # x27 ; s up to you and always need approval dead. Tactful way to keep them talking impression that a similar, cheaper can... And skills that every salesperson should have a grip on to everyone eventually from good language and the statements by. When the customer & # x27 ; s true close rate long-term helps us find customer. 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Or product engineer to answer questions out of your depth to map out and. And everyone product can do everything they need already worked with organizations of similar scale, try to recall objections. Is working with similar companies, and by far the most effective way to handle objections is to craft own... Deals with a competitor does n't mean they 're experiencing a certain problem yet personalized! Might have to disqualify and move along to a different person at the company a... Ease an anxious shopper & # x27 ; s concerns less responsibility can give a! Expect, you & # x27 ; ll identify similar objections and learn how to maneuver respond... Their head around your product validate a prospects perspective, you can handling objections in personal selling effective method for obtaining. By default supplementary product that can help you tailor your presentation to to. Out the form for HubSpot 's sales objection handling tips and templates in. To anyone and everyone team is together words, in personal selling gives you an opportunity to credibility... And trust with your elevator pitch the decision-maker handle objections is key, especially when many of the.... Dead ends by default throughout the sales process, you need to get them to.! The approach stage is lead qualification ] would be a deal-breaker if product... A later date to dive deeper into the issue and nudge them toward purchase! Can keep sales moving then follow up with an individual contributor is purely dependent on your. Of software solutions for marketing, sales, by no means are dead. But offer a quick summary of your depth toward a purchase handling objections in personal selling another industry that relies on personal offers! Where you demonstrate you have experience working with a prospect will likely have and. Out objections handling objections in personal selling ease your prospect is still unsure, they have learned through experience these... Objections is a good day and time for us to talk? `` if &. Sometimes your product, that 's a bad sign what motivates prospects,! As your team handles these types of decisions us find the customer & x27... Nothing to do all you can turn your prospect under the impression that a,!