Tactical Empathy Objection Handling Flashcards

Flashcards covering Chris Voss's Tactical Empathy and Power Tools for solar sales objection handling.

Tactical Empathy

The objection handling approach by Chris Voss that focuses on getting the prospect talking, uncovering the truth, and earning the right to pitch.

Mirror

A power tool where you repeat the last few words someone said to show you understand and keep them talking.

Label

A technique to acknowledge a prospect's feelings or concerns, often starting with phrases like "Sounds like…"

Calibrated Questions

Questions that use "what" and "how" to learn more information and make the prospect feel heard.

No-oriented Questions

Questions designed to give the prospect control by allowing them to say "no," such as "Would it be a bad idea…?"

The Goal (Phase 1 & 2)

To make the prospect feel heard, not pitched, and to find the real reason behind an objection.

Phase 1 - Your Line (Label/Mirror)

The first step in handling an objection by showing understanding through a label or mirror.

Phase 2 - Test It

The second step where you ask a question to learn more and find the real reason for the objection.

Label for "I'm not interested."

"Sounds like something didn't make sense the first time."

Label for "I've had a bunch of solar people here."

"Sounds like you're tired of hearing the same pitch."

Label for "Solar is a scam."

"Sounds like you've got a pretty good reason not to trust it."

Mirror for "It's too expensive."

"Too expensive?"

Label for "My bill isn't that high."

"Sounds like Edison really hasn't become enough of a problem yet."

Label for "I'm too old/we're retired."

"Sounds like you're wondering whether you'd even benefit long enough for it to make sense."

Label for "We're probably moving."

"Sounds like you don't want to put something on a house you may leave."

Label for "I need to talk to my spouse."

"Sounds like you'd rather not get into this without them."

Label for "I'm busy."

"Sounds like I caught you at a terrible time."

Test Question for "I'm not interested."

"What about it makes you say that?"

Test Question for "I've already looked into solar."

"What was the part that stopped you?"

Test Question for "Solar is a scam."

"What happened that made you feel that way?"

Test Question for "I'm too old/we're retired."

"What would it have to accomplish financially for you to even consider it?"

Test Question for "I need to talk to my spouse."

"What do you think their biggest concern would be?"

No-oriented Example for an interruption

"Would it be a bad idea for me to come back when I'm not interrupting you?"

The Core Philosophy of Objection Handling

Don't try to win the argument; get information, uncover the real need, and then help by pitching what matters.

Persuadability

The ultimate focus of your goal: finding out who is actually persuadable rather than trying to convince everybody.