1. How to Effectively Handle Resistance
Getting Past “no”
How to Effectively Handle Resistance
Presentation Details:
Delivery: Presentation to a group in person, via video conference, or can be taken individually.
Handout accompanies the presentation. Word Document “Getting PastNo_Corp_HO_CA_EN_V1.X”
Target Audience: Members who are new to Young Living and are motivated to start a multi-level-marketing business.
Members looking to strengthen their ability to handle objections and continue the sales conversation.
Learning Outcomes: Tools to handle any objections regarding the business.
Pre-requisites: Network Marketing
Approaching Prospects
Length: Allow up to an hour, including exercises and discussion.
Recommendations: As there is considerable writing, it is best if participants are sitting at a table.
Additional Materials: Extra pens and paper for notes.
Complementary Courses: Network Marketing
Compensation Plan 101
Building A Business Plan

2. What you can expect
Understand that objections are great for your business.
Learn to welcome objections.
Learn when the best time is to handle an objection.
Learn to recognize the true objections.
Feel comfortable handling objections.
Slide Purpose: Outline the agenda for the workshop:
Understand that objections are great for your business.
Learn to welcome objections.
Learn when the best time is to handle an objection.
Learn to recognize the true objections.
Feel comfortable handling objections.
In a nutshell, this workshop should help you understand why objections are normal in any sales interaction and how to feel comfortable handling them.
Feel free to interject and ask questions along the way, although I may indicate that the question will be answered as part of the presentation.
When to Handle Objections
What is an Objection
Common Objections
Responding To Objections
Following Up
Getting Past "No"

3. What is an objection?
Slide Purpose: Understand that objections are a way to communicate.
Ask the participants “What is an objection?”
Likely answers:
“No” or “Not interested”
It’s when someone doesn’t want your products.
It’s how we raise concerns about the product.
It’s something we say to make a salesperson go away.
Probe a little more. Ask the question:
“Recall a time when you were making a larger purchase (like a car)….”
“Did you have objections?”
“Did you have concerns?”
“Did you have questions?”
It’s normal to have concerns or questions about anything we don’t know about.
When to Handle Objections
What is an Objection
Common Objections
Responding To Objections
Following Up
Getting Past "No"

4. Handling OBJECTIONS When someone tells you “no” what does this mean?
It’s not rejection… it’s feedback.
What is the feedback telling you?
Do they have enough information to make a decision?
Do they understand the value of the products?
Do they need to talk with someone else about it?
Do they believe in the products?
Do they trust me?
Slide Purpose: This is a critical piece. Understand that “no” does not mean “no” for ever. It’s likely a signal for more information.
When someone tells you “no” what does this mean? Explore this question with participants before moving on
It’s not rejection… it’s feedback.
What is the feedback telling you?
Do they have enough information to make a decision?
Do they understand the value of the products?
Do they need to talk with someone else about it?
Do they believe in the products?
Do they trust me?
Note: If the objection is about whether people trust you then you’ll need to reflect on your approach with your prospects. Most of the reasons for the resistance you will face will be based on the depth of the information you provide.
Think of some of times you have put up a block to a sales person. Why did you do it? How did they handle the objection? Did you eventually purchase from them?
Think of an example where you did purchase from someone after you had put up an objection. What did they do to help you make the purchase decision?
Resistance is a natural response to anything new.
When to Handle Objections
What is an Objection
Common Objections
Responding To Objections
Following Up
Getting Past "No"

5. Handling OBJECTIONS Why should we welcome objections?
How does it help you progress the conversation?
What about responses like…
“Not interested thanks.”
“It’s not for me.”
Acknowledge and probe a little more.
Don’t be pushy. Be interested.
Slide Purpose: We should welcome objections because they can be a signal of interest
Ask the first two questions on the slide and discuss the ideas:
“Why should we welcome objections?”
How does it help you progress the conversation?
Points to make from the discussion:
Remember, objections are feedback! Feedback is neither good or bad, it’s just feedback.
It tells you that they are thinking about the products or the company.
It signals that we are still talking and it signals what we need to keep talking about.
The objection guides your conversation and indicates what is important to the other person.
For example:
If you get an objection like - “I’m not sure the science behind essential oils is valid.” it tells you that you will need to provide more technical information.
An objection like – “I don’t think I could ever sell products to my friends.” tells you the person may lack personal confidence or may have no experience in sales or customer service and may need some information or reassurance.
These are two different kinds of objections, and they should be triggers for you as you spend time with your prospect to put more emphasis on their areas of interest or concern.
Introduce the “brush off” objection:
What about responses like… “Not interested thanks” or “It’s not for me.”
Ask the participants “How do you handle the brush off?”
Answer:
Make a statement like “That’s fair enough.” or “I can appreciate that.”
Then gently ask “I’m interested to know your thoughts behind that.”
Don’t let it stop the conversation. Stay interested in what’s happening for them.
Note: If you are getting a lot of “brush off” responses you may want to revisit how you present your ideas/products. You may not be creating enough interest in what or how you present.
We’ll go into this in a little more detail.
When to Handle Objections
What is an Objection
Common Objections
Responding To Objections
Following Up
Getting Past "No"

6. When is the best time to answer an objection?
Slide Purpose: Introduce the concept of anticipating objections
Ask the participants “When is the best time to answer an objection?”
Likely answer - immediately after it’s been raised.
Facilitator Note: Don’t respond to the participant’s statement unless they clue in that “before it’s raised” is the best time.
Ask another question to get them thinking before going to the next slide:
“Do you think there are objections or concerns that are pretty common?”
Answer should be “yes”.
That gives you the clue…
When to Handle Objections
What is an Objection
Common Objections
Responding To Objections
Following Up
Getting Past "No"

7. HANDLING OBJECTIONS
There are three times you can deal with objections…
“The best time to respond to an objection is before it’s been raised.”
Include known potential objections when you share with others.
Slide Purpose: Be prepared to handle objections before they are raised.
There are three times you can deal with objections: Before they arise; when they arise and never.
Before they arise is best because you own the objection because you said it before they did. They don’t have any stated opinion to defend.
When it arises is the next best time, and should be reserved for unusual or unexpected objections. All normal objections should be raised by you before your prospect has a chance to say them.
“Never” is when poor sales people handle objections. If you don’t talk to an objection and overcome it, then it will remain between you and the sale.
Include known potential objections when you share with others.
Digging Deeper Take a peek at our helpful Quick Reference Guide on this topic!
When to Handle Objections
What is an Objection
Common Objections
Responding To Objections
Following Up
Getting Past "No"

8. common OBJECTIONS
What are the common objections to being involved with a network marketing business?
What are the common objections to essential oil products?
What are the common objections to Young Living?
Please use the worksheet provided.
Slide Purpose: Prepare responses to common objections.
Facilitator Note: The exercise should take between 10 and 15 minutes to brainstorm ideas and generate some responses.
The best way to be prepare for objections is to pre-think through the most common objections and have ready answers for them.
“The prepared individual has courage.”
What are the common objections to being involved with a network marketing business?
What are the common objections to essential oil products?
What are the common objections to Young Living?
A few common objections:
They’re just so expensive!
I know how you feel! I felt the same way, but when I started using them I realized I was actually saving money! Because of their high quality and purity, a little goes a very long way. I now feel good spending the money on my family’s health and wellness and these superior products.
They don’t work. They’re snake oils.
You know I hear that often. I felt the same way in the beginning. But then when I started learning more about them and the scientific backing, it really got me interested. After considering that they’ve successfully been used for thousands of years, I decided I could give them a try. And you know what? They worked!
It’s a pyramid scheme!
Yes, I know it can be a little concerning. I was also confused as to whether this was for real. I did a lot of research on multi-level marketing and pyramid schemes and now understand the difference. Pyramid schemes don’t have real products to sell and don’t have real customers and are just a way to transfer money from one person up the chain. Multi-level marketing is a legitimate channel of distribution and personally a fulfilling way of doing business. Now I’m super passionate to help others find wellness, purpose and abundance.
When to Handle Objections
What is an Objection
Common Objections
Responding To Objections
Following Up
Getting Past "No"

9. THE REAL OBJECTION
Unfortunately, the first objection you hear is only the real objection about half the time.
Answering the first objection may not answer the true objection.
Clarify that it is the real objection:
“In other words, if it weren’t for [objection], you’d be happy to get involved.”
Slide Purpose: You may not hear the real objection first.
Unfortunately, the first objection you hear is only the real objection about half the time.
Answering the first objection may not answer the true objection.
This is because often the first objection we give is the easy one to give. It takes less thought and is easy to respond with.
For example “it’s too expensive” as an objection may have a salesperson responding about the price and start offering price reductions. Good sales people know that price is probably not the real issue… Not understanding the value is often the real issue. Sometimes the real objection has nothing to do with the first objection raised.
Clarify that it is the real objection:
“In other words, if it weren’t for [objection], you’d be happy to get involved.”
Too many poor salespeople respond to an objection that isn’t the real objection. About half the time, the first objection is not the real one.
Have you ever been in a store looking for something specific and responded to the eager sales associate with “Just browsing thanks.”
It’s very common to shrug off a salesperson, but that doesn’t help move the conversation forward.
When to Handle Objections
What is an Objection
Common Objections
Responding To Objections
Following Up
Getting Past "No"

10. Raising additional OBJECTIONS
Even after you’ve heard some objections it’s important to find out if there are any more concerns.
So ask for the objections…
What are your thoughts on… ?
Do you have any concerns?
What other questions do you have?
Please help me understand why that’s important to you.
Slide Purpose: Don’t be afraid to ask for objections.
Not answering all objections is the main reason a sale doesn’t move forward. So ask for them and find out if you have heard them all.
Even after you’ve heard some objections it’s important to find out if there are any more concerns.
So ask for the objections…
What are your thoughts on…?
Do you have any concerns?
What other questions do you have?
Please help me understand why that’s important to you.
When to Handle Objections
What is an Objection
Common Objections
Responding To Objections
Following Up
Getting Past "No"

11. Unusual OBJECTIONS
Sometimes you’ll hear very unusual or specific objections.
You may actually question the validity of the fact.
Be honest… “I haven’t heard that before…”
Respond with what you do know.
Ask them to check their references and send it to you.
Slide Purpose: Don’t worry about unusual objections.
Every day we are exposed to so much information, and often when we remember and re-tell that information, it can be distorted or modified.
As a result you may hear someone make an unusual statement.
For example:
Objector: “I heard that someone died because they ate lavender oil. I guess these oils aren’t that safe.”
You: “Oh. I never heard that. Can I ask where you heard that story? I’d be interested to read up about it.”
Objector: “I can’t remember where I heard it…”
You: “Well what I do know about lavender oil is… [provide your information]. I also know anecdotally that it is used all over the world etc etc. If you do find the source of that story I’d love it if you could send it my way. I’m always looking for more information.”
Objector: Okay.
You: “Does the information I provided answer your concerns about lavender oil?”
When to Handle Objections
What is an Objection
Common Objections
Responding To Objections
Following Up
Getting Past "No"

12. Acknowledge the OBJECTIONS
If you hear any concerns or objections it is critical to acknowledge them:
“I’m glad you asked that question…”
“I can see that you’re thinking about the products…”
“I’m hearing that you’re concerned with…”
Slide Purpose: Acknowledge concerns and objections.
Acknowledging a concern simply tells the other person “I hear you.”
It also says you care about them and are interested to hear them.
Acknowledgements are neutral statements that don’t express any opinion or bias and don’t answer the objection. The answer comes afterwards.
If you hear any concerns or objections it is critical to acknowledge them:
“I’m glad you asked that question…”
“I can see that you’re thinking about the products…”
“I’m hearing that you’re concerned with…”
What are other ways to acknowledge a concern?
When to Handle Objections
What is an Objection
Common Objections
Responding To Objections
Following Up
Getting Past "No"

13. RESPONDING TO OBJECTIONS
The only way to effectively respond to objections is with information.
Tell stories giving examples to describe the benefits of the products.
Use the products to demonstrate your point.
Leave samples with them to try the products for themselves.
Quote facts that you know about Young Living or the usage of essential oils and the other products.
Give them time to digest and come back to you.
Slide Purpose: The importance of having facts to respond to objections.
The only way to effectively respond to an objection is with information.
Tell stories giving examples to further illustrate the benefits of the products.
Facilitator Note: Brainstorm some different stories that you can tell.
Use the products to demonstrate your point.
Example: To overcome an objection around the cost of Young Living essential oils compared to another well-known brand you could compare the difference in quality and concentration. Provide two Peppermint Oils, one from Young Living and one from another manufacturer and compare them side by side.
Leave samples with them to try the products for themselves.
Facilitator Note: In your experience, which samples work the best. How do you choose which samples to leave behind.
Quote facts that you know about Young Living or the usage for essential oils and the other products.
Facilitator Note: Check the Canadian Usage Guide for more information on different essential oils.
Give them time to digest and come back to you. We don’t all make decisions quickly, and it’s unreasonable to expect everyone to become a customer on the first exposure. Set a scheduled time to get back to them, so they expect it. “Is it okay if I give you a call next Tuesday?”
Give personal examples.
Digging Deeper Review our Product Knowledge section of YLU to help you get educated on our essential oils.
When to Handle Objections
What is an Objection
Common Objections
Responding To Objections
Following Up
Getting Past "No"

14. HANDLING OBJECTIONS
On average, how many times does someone need to be presented with an idea or product before they want it?
Once?
Twice?
Three times?
Slide Purpose: This slide sets up the next slide.
On average, how many times does someone need to be presented with an idea or product before they want it?
Once?
Twice?
Three times?
Actually a lot more!
When to Handle Objections
What is an Objection
Common Objections
Responding To Objections
Following Up
Getting Past "No"

15. Shocking statistics 80% of sales are made on the 5th to 12th contact
48% of sales people never follow up with a prospect.
25% of sales people make a second contact and give up.
12% of sales people only make three contacts and give up.
Only 10% of sales people make more than three contacts.
80% of sales are made on the 5th to 12th contact
Source: National Sales Executive Association
Slide Purpose: The importance of following up.
These are general sales statistics. They relate to all kinds of selling that involve sales representatives, which includes network marketing and direct selling.
You can differentiate yourself by following up and following up often.
Provide a personal example of someone you followed up with many times before they became a customer.
When to Handle Objections
What is an Objection
Common Objections
Responding To Objections
Following Up
Getting Past "No"

16. So it will take some time?
Slide Purpose: Set the expectation that it takes time to close a sale or get someone involved.
When to Handle Objections
What is an Objection
Common Objections
Responding To Objections
Following Up
Getting Past "No"
Getting Past No V1.0

17. FOLLOW UP
You can’t expect to turn a prospect into a customer on the first conversation.
Follow up with your prospects.
Note down some ideas on the worksheet regarding following up with prospects.
You’re farming, not hunting.
Please use the worksheet provided
Slide Purpose: Understand that following up is the most critical habit of successful sales people.
Without regular follow-up it is quite likely that your prospects will lose their enthusiasm and will stop thinking about opportunities to use the products.
Facilitator Note: Brainstorm ideas to give you reasons to follow up with a prospect:
Review some sort of tool – a website, online video, brochure, magazine, DVD.
Attend an event like Beauty School, Ignite, Accelerate, or one that someone in your upline is hosting, like a one-on-one conversation or a small group presentation at someone’s home, an online webinar etc.
Follow up after you give your prospect a sample.
“How did you enjoy the samples? How/where did you try using it?” (They answer). Give them a few tips on how you use it.
Following up is not pressure selling. It is a courtesy! Often when you try or experience something new you have feedback or questions. Following up is providing that service to ensure your prospect’s needs are met. It’s an opportunity to continue to build the relationship. Following up does not make you a sleazy sales person.
Think of some of your own personal experiences where someone has followed up with you. What are reasons to follow up? They could be related to Young Living or not.
When to Handle Objections
What is an Objection
Common Objections
Responding To Objections
Following Up
Getting Past "No"

18. STAY Positive
Don’t set yourself up to think you’ll always sell on your first conversation. For some, this is just not the right offer at the right time.
Slide Purpose: Understand to anticipate objections and rejections. It all a part of the journey.
When to Handle Objections
What is an Objection
Common Objections
Responding To Objections
Following Up
Getting Past "No"

19. STAY Positive
Every time you don’t make a sale, you are one step closer to making the next sale.
Slide Purpose: Selling is a numbers game.
If on average you expect to convert 1 in 4 prospects to customers, just think that every time you fail to close a sale you are one prospect closer to making the next sale.
When to Handle Objections
What is an Objection
Common Objections
Responding To Objections
Following Up
Getting Past "No"

20. Be genuine!
Slide Purpose: Introduce the importance of being authentic.
When to Handle Objections
What is an Objection
Common Objections
Responding To Objections
Following Up
Getting Past "No"

21. Foundations of trust Trust is critical to creating sales.
One of the foundations of buyer trust is whether you are acting in the prospect’s best interests.
Become genuinely interested in your prospects.
Ask questions.
Source: “Buyers’ Trust of the Salesperson” 2008 by Dr J. A. Wood
Slide Purpose: One of the foundations of trust is that you are acting in the best interests of your prospects.
Congruence of Interests – Are you acting in their best interests?
Be transparent in how you benefit from any transactions
Avoid:
Self-serving behavior
Hidden agendas
Remember that the perception of self-serving behaviour and hidden agendas is just as damaging as actually doing it.
For Reference, these are the other three factors discussed by Dr J.A. Wood in his book “Buyers’ Trust of the Salesperson”
Expertise – Do you know your products?
Know your products. Have many stories to tell. If you’re just starting out these may be stories you’ve heard or read from other people. Know where you can direct people to find information.
But you don’t need to become the expert. Many people get overwhelmed in the beginning with thinking they do not know enough yet to get sharing. This could not be further from the truth, and often the people who know less but share from their heart are the ones who see the most rapid growth. Coming off as an expert creates poor duplication as it sets the tone that people must always come to you for the answers rather than feeling empowered to seek them out for themselves. So set yourself free, use 3rd party tools (Reference Guides, FB Groups, Videos, this Manual, Books, Product Guides, etc) so you can empower more people to take their health and/or this opportunity into their own hands!
Credibility – Are you honest and dependable? Can people rely on your promises?
You need to make promises and commitments to be able to follow up on them. They can be small promises like “I’ll you the link tonight.”
Compatibility – Are you approachable, likeable, reputable and respectable? Do you share the same values?
How can you show that you share the same values? Provide examples of what’s important to you?
Source: “Buyers’ Trust of the Salesperson” 2008 by Dr J. A. Wood
When to Handle Objections
What is an Objection
Common Objections
Responding To Objections
Following Up
Getting Past "No"

22. In summary Embrace objections and concerns. They are your friend.
Include known potential objections when you share.
Ask questions to raise objections.
Acknowledge that you heard the objection.
Answer the objection with facts and information.
Ask questions to raise further objections.
Follow up! Follow up! Follow up!
Slide Purpose: Summarize the main points from the course.
Embrace objections and concerns. They are your friend.
Include known potential objections when you share.
Ask questions to raise objections.
Acknowledge that you heard the objection.
Answer the objection with facts and information.
Ask questions to raise further objections.
Follow up! Follow up! Follow up!
Getting Past "No"

23. Where can I get more information?
Getting Past "No"

24. More information Check out other YLU courses. Network Marketing
Approaching Prospects
Compensation Plan 101
Building A Business Plan
Slide Purpose: Direct participants to YLU
Network Marketing
Approaching Prospects
Compensation Plan 101
Building A Business Plan
Getting Past "No"

25. Young living university
Visit YLU Canada to access more courses and tools to assist you on your business and personal growth journey.
Slide Purpose: Direct participants to YLU
Member Resources > Young Living University Canada
Getting Past "No"