“I’m Just looking” Sales Objection Handling Success – Sales Techniques and Training


Hi there, this is Rich Grof from RG Performance Sales Coaching Leadership Development. Today I’m responding to one
of my comments on my videos, and it comes around that whole concept of the ideal
prospect ,and what they’re asking is, you know, how do we work with sales prospects who are “just looking”. I don’t care who you are, if you’re involved in any kind
of selling whatsoever, or any kind of customer service, you’re going to find
out about people who are “just looking”. So today we’re going to talk about “just
lookers”. “Just looking”, and these are important, sometimes we could call that
an objection, but really, when you really take a look at it, it’s actually a kind
of a nervous response that people go through in the buying cycle. You think
about it.. you’ve been in, you know, a store before, you probably walked in and you’ve
probably had something on your mind where you wanted to purchase something, and maybe you don’t do it all the time, but you can walk right into that store
but the purpose to buy a shoe, or to turn around buy a coat, and you’ll walk in the
sales clerk will come up and they’ll say, “Can I help you?”, and your first response
is “I’m just looking”. And that really shows up a lot ,and it’s what I call the
first objection. The first objection is the objection that naturally just comes
out of our lips without us even thinking. It’s like a knee-jerk reaction, or what I
call a spontaneous reaction to being approached in the sales process. So you
got to know the first objection, always happens. So how do we handle the first
objection? You know you’re always going to have that little bit of resistance.
It’s going to show up either at the beginning, you know, in the first couple
of interactions that you’re going to have, and it’s just going to be blurted
out. It’s probably something that people aren’t even thinking about, so you got to
know how to handle that. I was taught in my training as a salesperson,
years ago, the best way to actually change that is actually not pursue the
client. And so what you would do is you would actually acknowledge the client
coming into your store or location, or wherever you’re going, but you would not
hunt them down and say “can I help you?”, because that only relates to the same
objection. So if you just say, “Hi, how you doing? I’ll be with you in a few minutes..”,
by the time they work, walk around, or you have a little bit of conversation back
and forth, and if you look like you’re busy doing something ,and you get to them later on, by the time you get to them that first reaction is gone because they
feel comfortable again. So that it’s really what I call a deferral.
So if you’re in a sales process or you’re working with anybody you’re
involved with in the sales process as a buyer the first objection is always
deferred. So deferral, is really not pushing it away, but it’s really
acknowledging and saying we’ll get to it later. And so deferring the objection can
really be a blessing if you’re in the sales process. Just acknowledge that it’s
there and then work around it. So if you can turn around to make it so it doesn’t
happen if you’re getting the same objection all the time, you may want to
turn around and if it’s happening at the same place in your sales process, take a
look at what you’re saying just before that and see if there’s something you
can do to tweak it so that you can change the way the outcome comes. That’s just natural and normal and that’s what we’ll probably do. Now, what does that
mean to you though, as the sales leader in this sales process? Let me show you
what I’m thinking here. There is a sales process that for buyers, so the buyers
process really has seven steps to it, and in those seven steps, I try and encourage
all of my clients and all of the people that I teach in my seminars, that in
those seven steps, the first three or four are all what I call logical. And
that’s I need to you know decide if this is something that’s valuable to me. I’m
going to do a value proposition on it. I’m going to get more information. I’m
going to see which process I need, or which product I need, pardon me, I’m going to look at all those different things, and somewhere in this around half way,
they shift into emotion. So when you get this particular “just looking”, they’re at
the very, very, very beginning. They’re right here. They’re just getting going in
the process. Now that doesn’t mean that they don’t need any help. In today’s
marketplace we have Google, and Google will allow us to look up anything that
we want and get enormous amounts of information. The bad part is, we don’t
know what the information means, usually. We don’t know with all the different
opinions on the internet, which ones we’re supposed to be considering ,which
ones we don’t, and so they will still need to, the
buyers or the sellers, or pardon me, the buyers are still going to need to turn
around and search out an expert to find out how to figure out what they
really want to need. So they may be at the beginning here. They may be just
looking, which is 100% accurate on what somebody’s doing. They’re looking around
trying to grab information. “Do I want the one, you know, the car that’s got a four
door, two door, do I want these features? Do I want that warranty? Which manufacturers best for me? What style of vehicle?” They’re going to want to go through that
entire process, and yes, they’re just looking; However, that information process is different for every single person. So one person that might be two questions, and the next person could be two years. And so you’ve got to know that the
longer that you’re willing to stay with them through this process, the less
likely you’re going to lose a qualified individual, because the next time that
they come through the door, they’ve got information, now they’re at the stage
where they’re starting to get a little bit more, “Can you tell me a little bit
more about the specifics about this particular vehicle?”, and they’ve narrowed
it down to one or two. Now wouldn’t it be great that you would never have your
“just looker” go and leave your place of business, or leave your service industry
and go to someone else. Because if you could keep those people when they’re
just looking even if it takes a year, two years, six months, five months, two days,
whatever, two hours, you got to know that the just lookers turned into just buyers
as a certain amount of percentage in each industry. So why why not just take
that and put that to use matter of fact in certain industries, like the car
industry, they can tell where you’re at in the sales process ,and they know that
if you come onto the lot, and you’re looking at a vehicle, you actually take
it for a test drive, how long it is before you’re going to be making a
purchase, they know that, and they know at what percentage rates you’re going to
get (those people making a purchase), and they know if you can take the vehicle
home for an evening, the likelihood of purchase goes way up, and the time frame goes way down. So you know all of those statistics really do make a big
difference, because it changes the way that we look. I know that some people get
really frustrated with tire kickers, because they eat up a lot of time and
you can help that process out by getting people very clear, and guiding them
through the process, so they’re not jumping all over the place getting
information. And if you are the person that they’re coming to as the industry
expert to get all the information, more than likely “just lookers” are going to
stick with you and make “just purchases”. Now I’ve seen some brilliant people do
this. I remember one individual in the real
estate industry in Toronto, and his statistics were just bizarre. If he got a
phone call about somebody who was” just looking” he could convert those people
over to a buyer, and he would have them purchasing in no time. And so how do you
actually manage to do that? Well, it’s the little things. It’s sticking with them,
guiding them through the process, knowing what the next step is for them, and
taking them to the next step. So it’s really about in your head when it comes
to “just lookers”. You have to decide in your mind whether that’s a potential
client that you’re going to work with, and you’re going to take them to the
next step, or you’re going to turn around and get really kind of irritated with
their inquiries, and just push them off. Now I’ve been on both sides of this
fence as a buyer, and I got to tell you it’s really disheartening from a buyer’s
perspective to walk on to a site, you know, I’ve been I’m thinking when we were
buying our RV, I actually walked on to an RV site and the salesperson there didn’t
have a time of day for me. Now he didn’t think that we were going to make a
purchase. Why? Because we were out Sunday shopping just taking a look around, and
he literally just told me go take a look and if you find something you like let
me know. He wouldn’t even answer my questions. I was so disoriented with what he had done, that I got really mad and we would
never ever visited that site again. We never went back there and purchased, but we did purchase something, and it was substantial. And so that individual lost
tens of thousands of dollars, in you know a sale, that he could have made because
he just didn’t want to turn around, because I was just looking that day. Now
it didn’t take that long either. We were looking one day, and literally three
months later we purchased. So it wasn’t a long period of time. So how does that
happen for you? I’m not sure, you need to decide what you’re going to do, but I got
to tell you, when people come in from your traction cycle and you have
certain things that you’re doing all the way through and you get somebody two
years down the line that says, “hey Rich we made, you know, or we contacted you at such-and-such a time where we’ve been in contact, or whatever, and you know can we talk more? It’s free money. It’s absolutely free money. We’ve already
done the work, and so we just building the relationship. So it’s really
important that you don’t lose good potential possible clients. And so I’m
encouraging you to take your “just lookers,” who are just looking, and
consider them as buyers at the beginning of the buying cycle, so that you can help
them better get where they need to go. This has been Rich Grof, RG Performance Sales coaching and Leadership Development. I hope this little tidbit
helps you out when it comes to deciding how you’re going to handle “just lookers”.
See you then.

62 comments

iam a consumer. its a reaction to when someone comes at you at the first minute. give the consumer time & space. its that simple

Thanks for your comment Jim. Its always an important point to respect a customer and their needs. You make reference to needing some space so you can look and this sort of thing happens all the time, expecially at the beginning stages of the sales process. If a customer is at the looking around stage, they are just considering whether they are going to start to gather information on making a purchase.

"I'm Just looking" is a polite way to say, "get lost". Don't try to read into it too much. This is "our" kind phsychology to get you to leave us alone. You're probably interupting my wife and I from discussing what we are "looking" for.

We already know that you are looking to make some money. "Your" best interest is above "ours". We want to shop and look after our own interest. Leave us alone until we ask for your help, then, just be available. Thanks!

Nothing worse than being chased off the lot; especially when you're "just looking".

I work at rent a center. worked there for 6 years and rental sales are pretty challenging. how can I get over some objectives to gain customers and have rental purchases success?

The key to answering any objections Virginia, is understanding what the client needs to hear from you to help them feel good about making a purchase. I suggest that you write down each objection and then look for the benefit to the client. Then write out a response that will answer there emotional concern. Don't forget to practice the objections until you answer them comfortably when they show up.

On the car lot, you're going to get that a lot.  The best responses are:
"Ok, Let me help you look."
"Ok, let me save you some time and help you look."
"You have good timing because your looking during our big sales.  Sedans are over there, SUV's are over there, and Trucks are over there.  Please feel free to look around and I'll be back in a second to help you look."

Let it be natural and not over bearing..

This can also be used in a store setting.

you can never get me to buy anything. Fuck you sales people. If i dont want anything, i will not buy it. Fuck your qoutas. You guys will say anything just to make a sales.

I was really hoping to get a useful strategy of how to overcome the "just looking" objection. Something like "I understand, sometimes you just want to look because you're not sure what you like or you're not sure when you're going to be able to buy. Which one applies to you more?"

Customer walks into my dairy department at a large grocery store. I can tell by looking at a person whether or not they need help…aka searching. I ask Hi are you looking for something their response just looking. So with a huge amount of people how can I turn that 1 person into buying let's say eggs, milk etc?

Car guys really will go to dealerships just to look. Not everyone at a car dealer is intending to buy a car, at least not in the immediate future.

Hi Everyone. Thanks for giving all your comments. Just to add to everyone's comments, our research has shown that the true intention of a sales objection can mean different things based on where the client is in the sales process. What we teach is to spend more time and effort understanding where the buyer is at in the purchasing process and then reply to based on that rather than the old way of dealing with a standard objection handlers. By doing this we create a very comfortable and respectful experience for everyone. This gives less hassel and more happy customers now and in the future.

I am usually a just looker when go into a store. Salesman please if someone enters your store and is just looking DON`T aggressively pursue the costumer and insist in "helping" them. That doesn't work and only make me run away pissed off to never come back.

I would love to be a salesperson and sell cars. I love cars, i love being around cars and i also like being with people. But i am afraid i am too nice person to be in sales. Can you be too nice? I think i would make a great salesperson. I want to help customers to find the perfect solution for them. Many sales person think (and even recruiters) that good salesman is a non-stop talking machines and is pushy and forcefully sells you stuff. I hate those kind of salespersons.

I just found your channel this morning, and I just looked at this video for the first time with my coffee before going out to work. But you explained it so easily.Especially, how to approach with the right mindset when it comes to 'just looking' I was able to apply it at work today. I did good today 🙂
thanks Rich Grof!

I usually just say "what are you looking at?" Then they point at the car they are looking at and then I ask qualifying questions. There is no right or wrong in sales…. just finding what really works for you and your customer.

Just lookers are everyone. For some reason they are programmed to say that. They are idiots. You say how are you? They say "just looking" morons. I didn't ask what you were doing, I asked how you were.

excellent talk. finally a sales person not advising the "close that motherfckr" approach… he is allowing the buyer to take some time, showing respect. well done!

With much respect, Mr Rich Grof, do you get people calling that you look like Bill Paulman? You do have a Hollywood looks. And I say this with much admiration.

Hi sir, greetings. can you help me to increase the customer footfalls n to increase sales in Hard discount Retail stores.
thanks,
Raj.
Store Manager.

I work at a best buy. This is one of the most common phrases from customers. I do something similar to what you talked about. I acknowledge the customer and say hi. I give them a minute to find what they came in for and let them look at it. Afterwards I approach them. It works for me.

He fails to address the fact that salespeople have targets to meet that management are adamant about, numbers or walk is management's attitude. They care about the bottom line….numbers for the month. Period!

thanks for the helpful insight. I'm retiring from my job soon and plan on becoming a successful furniture salesman

Harry Friedman has written a book titled, "No Thanks I'm Just Looking"  I've heard him speak a number of times, and the company I worked with years back had hired his firm.  He's got a lot of great information.  Info like these videos is worth the time it takes to view, and an investment in your career.

The deferral technique is a subtle and proven way from a psychological to emotional point of view to make someone chase after you. There is a saying, " Follow and they shall flee. But flee and they shall follow". Works all the time in the dating game. I'm not saying to completely ignore someone but to keep their interest in them and their interest in you. Will also work in sales environment.

Well I'm just starting to look in the business about selling cars or whatever and have found it interesting so far, just hope I can sell.

good lecture not &no need interest money just wait wht god give!!!but u must learn the other topic get money big make us forget evrythng they just need only money every second evry moments every hour every single day…the character nice is all out coz of this money…money shut up…this channel made me smile..

"Hey I tell you what, I'm bored got nothing to do I'll help you look. What are we looking for?" My best way to handle This

Thanks for the video Rich, however, what if you're a closer for a home improvement company and you're only chance to make money is to get them to buy on the first sit (I'm not allowed to follow up, or take two sits to sell someone).

You state that the RV salesman "lost tens of thousands of dollars" in lost sales commissions by walking you that day. Hmm…🤔
A typical RV salesperson makes 5% commision, but lets inflate that to 6%. That means you purchases an RV for over 1.2M (one point two million dollars) about three months later after "just looking". C'mon now. You don't gotta lie to make friends, Rich. Just tell the truth kindly and be cool. Sales 101. 😎

I was watching videos on how to beat the dealership. I didn't think to watch a video on how to beat the customer. This video is more valuable now that I know the tricks of the trade. Salesman beware. bwa ha ha

Hi, Mister Rich Grof, I am a new subscriber to your channel, and I am very happy and empress on your class today, and yes I learn a lot, please show more and more teacher on how to be a great sales person, I note down every thing you give us, and I am interested and Thirsty for more please…

I am trying to learn for my new upcoming job next month and I really don't want to lose my job at the resort…

Thanks so much for everything just now, and I am 5 year's late on subscribing and following your teaching so sorry…

But it's better late than never Hun ….

This goes back to the "Sell Me This Pen" theory. Does the potential customer even have a need for what you have to sell? How will they benefit from it?

If he sells the way he speaks it would be hard for me to believe he’s a good salesperson. Never did he smile while giving this presentation

Nothing pisses me off more than some salesperson pestering me when I'm just having a look. If I say 'I'm just looking' and you keep trying to ask me about stuff I'm done. If I want or need help I'll be sure and let you know.

“I’m just looking” means “I want you to just go the fuck away and leave me alone”, please do not try to “handle” it in any way

All you have to say is “okay well let me know if you find anything you want to look at”. This will make the buyer feel more comfortable and will make them want to choose something to look at.

Leave a Reply