You can expect at least some of the people you solicit to object, particularly when you ask them to increase their pledges. Objections are a natural part of the soliciting process, so they should be regarded as welcome signals that you are doing your job the way it should be done.
However, unless you really understand what objections are and how to handle them, they can present problems. Therefore, the purpose of this section of your manual is to give you some practical insight into the psychology of objections, and a simple system of handling them.
KEEP THE FOLLOWING POINTS IN MIND
1. IT’S NOT PERSONAL. An objection is never directed against you; it is directed in the idea you are representing.
2. IT’S PROBABLY NOT REAL. Most objections are “stalls” rather than sincere objections. You have to probe pretty deep to uncover the real thing.
3. BE SYMPATHETIC. Listen carefully to what your prospect says, and sympathize and be concerned without necessarily agreeing with him/her.
4. HANDLE OBJECTIONS. The operative word here is handle, not answer. You can’t answer an objection because it is almost always more imagined than real. Obviously, you can’t logically answer an imaginary argument; you must handle it, go around it, or deflect it.
5. DON’T ARGUE. If you argue with an objection, you will force your prospect into defending it, which he/she will resent. Remember the old adage about winning the battle but losing the war? As a solicitor, you may win an argument but will lose your contribution.
6. ENCOURAGE HIM/HER TO TALK. When he/she voices an objection, let him/her expand on it at length. If the objection is insincere, illogical, or both, it will tend to fall of its own weight as he/she articulates it.
7. ABOVE ALL – RELAX AND BE YOURSELF. You shouldn’t feel that your job is to match wits or verbally “fence” with your prospect with rhetoric. You have an important idea to present and you should be absolutely straight forward in so doing. Remember the solicitation interview isn’t a “win-lose” situation.
8. ASK FOR THE PLEDGE.
---“How much would you like to contribute from each paycheck?”
---Suggest giving through payroll deduction. Don’t turn down cash or checks, but it is easier for all of us to give more if we can spread out the payments through payroll giving.
---The United Way will bill pledges at the contributor’s convenience. Be sure the pledge card is signed and the correct billing address is shown.
---Collect the signed pledge card. Where appropriate, give the contributor a receipt.
9. CLOSE THE SOLICITATION.
---Remember to say, “THANK YOU!”
---Be pleasant, no matter how small the pledge --- even if they give nothing.
---You are representing United Way and people will remember the image you are projecting.
10. KEEP YOUR CHAIR/COORDINATOR INFORMED.
---Turn over all signed pledge cards or cash payments in the completed envelopes to your chair/coordinator or the United Way office as soon as you have completed your solicitations.
--United Way needs the report to be completed so the total community drive can end on time.
Thank you! YOU do make a difference!