Page 169 - John Kador - 301 Best Questions to Ask on Your Interview, Second Edition-McGraw-Hill (2010)

THE QUESTION LIFE CYCLE

From the Field
Overcoming the Objection

As you have seen, asking for the objection is a powerful tech-
nique that sets you apart from the competition. But that’s just
the first part of the technique. The more successful the tech-
nique is, the more you will need to address the objection and,
if you can, redirect the conversation. There’s a simple way
to think about the process of overcoming objections. Think
“ARTS”—the letters stand for the following:
A: Acknowledge the objection.
R: Redirect the person’s concern.
T: Test to be sure you’ve addressed the concern.
S: Support your point with a story.
A: Acknowledge the objection. It’s pointless to try to argue
the objection away. The better tactic is to acknowledge it. For
example:
• I can certainly understand your concern. I’m glad we can
discuss it openly.
• You’re very perceptive, and you’ve raised an interesting
point. It deserves some frank discussion.
The goal is to reduce the tension inherent in talking about
objections. The interviewer expects defensiveness or an
argument. Defuse the tension by being relaxed and candid.
You are not rattled. You can admit the situation and put it in
another context. Despite the objection, it’s clear that you feel
secure about your abilities in the area.
R: Redirect the person’s concern. You don’t want to argue
about the objection itself. Your goal is to redirect the inter-
viewer’s concern with the objection. For example:
• What qualities are you looking for in an ideal candidate
that prompted this concern?
• What has your experience been on this subject that causes
you to hesitate?

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