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From YouTube: TT252 - Objection Handling
Description
This is a Tanuki Tech session on 8/18/2023.
For more on Tanuki Tech, see here: https://about.gitlab.com/handbook/marketing/revenue-marketing/sdr/tanuki-tech/
For more on the speaker, see here: https://www.linkedin.com/in/christopher-wang-0835b226/
A
So
the
goal
in
today's
session
is
to
help
you
with
objection
handling.
Obviously,
that's
something
that's
important
for
us.
Some
of
the
things
that
I
talk
about
is
just
sort
of
like.
What's
our
mentality,
when
we
do
objection,
handling,
I,
think
that
mentality
helps
a
lot,
then
what
we're
going
to
talk
about
is
influence
influencing
human
beings
in
general.
A
So
in
the
70s
and
80s
there
was
a
lot
of
research
into
how
to
change
human
being
behavior
and
then
a
lot
of
that
has
made
its
way
into
modern
sales
and
marketing
Theory.
So
we'll
just
talk
about
influence
theory
in
general,
then
we'll
review
messaging
from
a
gitlab
perspective,
we'll
move
on
to
three
objection,
handling
techniques
and
then
we'll
talk
about
how
to
do
that
with
email
and
then
how
to
deal
with
what
we
call
shallow
objections:
okay,
how's
that
sound
for
you
yeah.
That's
not
really
good
answer,
yeah,
okay,
cool!
B
I
think
the
biggest
objection
that
I
get
more
than
anything
is
that
you
know
we
use
GitHub,
that
is
the
biggest
and
even
before
they
want
to
discuss
how
we
compare,
and
even
before
we
get
a
chance
to
compare
it's
like
we
use,
GitHub
and
I.
Think
there's
like
a
common
misconception
that
we
are
the
same
as
GitHub
when
we're
not
so
I
feel
like
getting
beyond
that
objection
is
about
teaching
them.
What
we
do.
B
A
Thank
you
for
the
feedback.
Okay,
so
I'm
gonna
try
to
weave
that
into
the
presentation.
If
I,
don't
we'll
talk
about
it
at
the
end
today's
session,
it
has
to
do
some
books
that
this
session
pulls
from
number
one
influence.
So
this
is
a
lot
of
psychological
theory
in
terms
of
how
to
motivate
human
beings.
The
other
book
that
we're
pulling
from
is
never
split
the
difference.
A
So
the
story
about
this
book
is
that
there
was
a
FBI
negotiator
and
for
years
he
was
like
the
top
person
for
really
really
really
high
stakes
like
negotiations
like
people
are
being
held
hostage
right
and
then
so
he
actually
talks
about
his
techniques
and
then
we're
going
to
be
talking
about
both
of
them
all
right
so
going
into
foundations.
Foundation
number
one
we're
not
debating
with
people
a
lot
of
times
when
new
sales
deaf
people
come
here.
They
they
ask
me
like
Chris,
someone
said
this.
A
What
do
I
say
right
and
then
you
can
almost
think
about
like
your
relationships
with
the
human
beings
around
you
a
lot
of
the
times.
It's
not
about
what
you
said,
but
it's
how
you
set
it
right,
so
think,
a
key
or
any
key
relationship
that
you
have
like
your
tone
of
voice
matters,
way
more
than
what
you
say:
half
the
time
right
and
so
Foundation
number
one
we're
not
debating
other
people.
A
B
A
Better
way
is
to
think
of
ourselves
as
a
helpful
friend,
I
I.
Think
that,
like
one
of
the
things
that,
in
in
sales,
that
has
really
really
helped
me
is
I
needed
to
know
that
what
I
was
doing
was
authentically
helping
other
people
and
then,
after
that,
it
gave
me
a
lot
more
confidence,
and
it
made
me
just
feel
like
way
better
about
doing
what
I
was
doing
so
I
like
to
this
is
what
works
for
me.
A
C
C
A
We
make
them
feel
validated.
We
make
them
feel
important.
We
made
the
make
them
feel
honored.
Then
that's
when
people
are
like
you
know
what
I
like
this
guy
I
want
to
give
it
more
time.
Okay,
so
focusing
from
like
an
intellectual
thing
to
how
can
I
make
this
person
feel
honored
right,
so
I
want
people
to
feel
like
I'm,
trustworthy
and
I'm
on
their
side
right.
A
So
that's
like
what
a
helpful
friend
is
and
one
way
that
you
can
do,
that
is
triggering
their
curiosity,
sending
assets
and
then
trying
to
teach
them
something
new
all
right.
So
how
do
I
do
this
number
one
asking
great
questions.
Questions
are
really
important
in
life
right,
so
in
any
relationship.
If
you're
making
people
feel
heard,
listening
really
well
validating
what
they're
saying,
then
they
almost
like
feel
better
about
themselves
in
the
inside
right.
A
So
much
of
our
life
is
about
just
sort
of
like
shoving
something
down
someone
else's
throat
right
and
then,
if
you
make,
someone
feel
really
really
hurt,
listened
and
honored
they're
gonna,
really
like
you
and
then
after
that,
then
they
might
give
you
more
time.
Okay,
so
asking
great
questions:
listening
wealth
sharing
knowledge,
teaching,
new
things,
one
thing
to
sort
of
think
about
is
what
are
what's.
What's
like
a
like.
A
Think
about
the
difference
between
like
consultants
and
sales,
people,
okay,
so
businesses
pay
Consultants
four
hundred
dollars
an
hour
to
tell
them
what
they
need
to
do.
Sales
people
also
tell
people
what
they
need
to
do.
However,
as
opposed
to
a
business
paying
sales
people,
sales
people
often
have
to
pay
the
business
in
terms
of
like
gift
cards
and
meals
and
stuff
right,
so
fundamentally,
they're
kind
of
doing
the
same
thing.
A
The
difference
is
that
Consultants
are
seen
as
more
credible
right.
It's
a
difference
in
credibility,
okay,
so
sort
of
like
trying
to
change
our
attitude
and
a
lot
of
times
on
LinkedIn
people
don't
put
like
sales,
they
put
like
consultant
right
and
then
that's
part
of
like
what
we're
talking
about.
So,
if
you're
changing
your
LinkedIn
title
to
a
consultative
role
and
not
being
as
salesy,
then
that
can
also
be
a
part
of
the.
A
Okay,
all
right,
so
that's
a
little
bit
about
attitude.
The
other
thing
that
now
I
want
to
move
into
is
influencing
Theory.
So
in
the
70s
there
was
all
sorts
of
experiments.
If
you
read
about
like
the
zimbardo
prison
experiment
and
other
social
science
experiments
like
that,
they
found
out
that
in
sales
and
marketing
there
are
six
main
pillars
for
influencing
human
beings.
Okay,
so
I'm
just
going
to
go
over
these
real,
quick
and
then
we'll
talk
about
using
examples
of
them
all
right.
A
So
number
one
is
reciprocity.
I
had
a
friend
this
is
the
principal
of
Payback
and
I'll.
Just
give
you
a
real
quick
story
with
this
I
had
a
friend
that
used
to
sell
cars
all
right,
and
then
he
read
this
book
influence
and
at
the
start
of
his
sales
conversations,
he
would
just
give
people
a
bottle
of
water.
A
What
he
noticed
is
that
that
alone
increased
his
engagement
40
immediately,
so
the
simple
Act
of
starting
out
his
conversations
with
giving
someone
a
bottle
of
water,
it
increased
its
engagement,
forty
percent,
okay,
the
principle
of
consistency.
This
is
holding
someone
consistent
to
their
stated
values.
It
works
for
people
and
organizations
that
have
really
strong
cultural
norms
are
like
I'll.
Give
you
an
example
so
like,
let's
just
say,
a
really
religious
Society.
A
If
you
go
into
one
of
these
people
and
saying
part
of
your
religion
is
belief
in
XXX,
it
seems
like
you
aren't
right
now.
You
are
not
acting
in
behaviors
that
are
consistent
with
the
values
of
like
of
Hinduism
or
Christianity,
or
something
right
A
lot
of
times.
Those
people
will
feel
ashamed
and
then
so
that's
another
way
of
changing
human
behavior,
social
proof
and
Authority
I'll
do
together.
Social
proof
is
like
okay.
Well,
what
pizza
place?
Do
you
want
to
go
to?
Well?
A
What,
if
four
of
your
friends
this
week
say,
I
really
want
to
go
to
Illuminati's
Pizza,
oh
I
went
to
Illuminati's,
it
was
awesome.
Illuminati's
is
great.
That's
social
proof.
Authority
is
a
little
bit
different
than
social
proof
when
it's
what
an
authority
figure
is
saying.
So
if
Elon
Musk
is
saying
we
are
going
to
go,
have
50
market
share
in
electric
cars
by
X?
Are
you
know,
artificial
intelligence
is
going
to
go
change,
70
of
Industries
and
change.
Like
X,
then
that's
that's
seen
as
like
people
like
well
actually
pay
attention
to
that
right.
A
Okay,
the
last
two
liking
and
scarcity
I'll
do
scarcity
first.
What
people
have
found
is
that
when
there
is
like
a
it,
it's
just
sort
of
like
I'll,
give
you
an
example
of
this.
If
we
include
a
calendly
link
in
a
sequence
and
the
calendly
link
has
your
calendar,
it's
completely,
you
can
book
every
single
slot
right.
That
just
makes
you
seem
like
not
popular,
and
it
makes
you
seem
kind
of
needy.
You
know
what
I
mean.
A
If
you
want
one
of
these
three
tickets,
you
have
to
respond
pretty
quick
okay,
so
people
have
found
that
engagement
is
way
higher
when
there's
a
principle
of
scarcity
here
and
then
lastly,
the
principle
of
liking,
so
that's
just
sort
of
like
Iman,
just
starting
off
this
conversation,
some
of
the
things
I
really
admire
about.
You
are
x
and
x.
You
know,
and
just
validating
people
and
weaving
that
into
your
sales
messaging.
Okay,
all
right,
so,
let's
just
go
a
little
bit
deeper
in
detail.
A
Some
other
techniques
listening
super
important.
If
you
make
people
feel
heard
and
validated
then
that's
super
powerful,
oh
so
mirroring
so
mirroring
is,
is
if
you
ever
watch
Oprah.
She
does
this
a
lot,
but
mirroring
is
really
really
really
important
in
terms
of
making
people
feel
heard.
Okay,
so
here's
a
mirroring
example.
You
have
the
objection.
You
know
what
we're
happy
with
our
current
setup.
We
don't
want
to
change.
A
Okay
and
then
saying:
hey
I,
understand
that
you
don't
want
to
change.
Tell
me
a
little
bit
about
what
your
strategic
initiatives
are
this
year.
So
what
is
mirroring
mirroring?
Is
you
respond
using
their
last
three
words
spoken,
so
I
used
a
different
example
than
this.
We're
happy
with
our
current
setup,
totally
understand
you're
happy
with
your
current
setup.
When
people
hear
you
repeat
what
they
said,
they
feel
heard
and
validated.
A
That's
why
mirroring
works?
Okay,
so
Oprah.
Does
this
I
pulled
the
sales
organization
and
around
50
of
like
the
sellers
here,
are
doing
this
consistently?
A
It's
something
that
like
knowing
about
mirroring
it
just
makes
people
feel
validated
and
it
makes
you
seem.
This
is
almost
like
a
psychological
trick,
but
it's
like
making
people
feel
really
hurt.
So
I'll
give
you
one
more
example
of
mirroring
so
you're
ordering
there
was
a
study
and
you're
people
are
ordering
things
at
a
restaurant,
okay
and
they
did
like
you
know
a
b
c
d
e
test
just
to
see
which
one
got
tips.
A
The
technique
that
got
by
far
higher
tips
than
everyone
else
was
simply
when
they
repeated
the
order
back
to
the
customer.
So
hey
from
understanding
you
correctly,
you
want
fish
and
chips
with
Diet.
Coke
did
I,
get
that
correct,
so
literally
repeating
what
they
said
was
what
got
the
highest
tips.
Okay,
one
more
thing
I
want
to
talk
about
is
labeling.
That's
when
you
identify
someone's
emotions
verbally.
A
This
is
really
really
really
important
in
negotiations.
So
what
labeling
is
is,
let's
just
say,
someone's
upset.
You
know
unless
you
diffuse
that
negative
emotion,
then
you're
never
going
to
get
what
you
want
right.
It's
not
an
intellectual
exercise.
You
need
to
somehow
help
to
defuse
that
negative
emotion.
So
one
way
of
doing
that
is,
let's
just
say,
you're
talking
to
your
friend
and
your
friend's
really
upset.
A
You
could
say
something
like
hey
sensing,
that
you
know
you.
You
have
some
frustration
with
what
I'm
saying
right
now:
I'd
love
to
learn
more.
Can
you
tell
me
a
little
bit
about
why
you're
feeling
what
you're
feeling
okay?
So
what
labeling
is
is
when
you
identify
someone
else's
emotions
verbally
that
makes
people
feel
acknowledged,
and
then,
when
you
ask
questions,
then
they'll
tell
you
what
they
are
feeling
and
then
you
can
use
that
make
them
feel
understood
with
asking
great
questions.
Listening,
that's
a
great
way
to
defuse
a
negative
situation:
okay,
cool
okay!
A
This
is
a
lot
of
theory.
Can
I
help
clarify
anything
on
this.
B
No
I
I
think
it's
a
lot
of
theory,
but
it's
it's
things
that
you'll
forget
about.
In
the
end
of
the
day,
it's
very
much
like
I
think
you've
said
before
in
the
last
few
minutes,
it's
very
psychological
and
it's
about
how
you
portray
yourself
and
how
you
make
the
person
feel
which
is
easy
to
forget.
Sometimes
it
I
feel
like
it
just
becomes.
B
You
have
to
be
very
conscious
of
it
until
it
becomes
second
nature
and
then
it
just
becomes
part
of
how
you
Prospect
how
you
sell
Etc
but
I
think
even
from
my
perspective,
this
is
really
valuable
because
there's
still
the
stuff
here
that
I
probably
do
that
I,
don't
think
about
when
there's
stuff
here
that
probably
don't
do
so
I
think
it's
just.
It's
really
good
to
just
remember
the
basics
of
sales.
You.
A
Know
I
I
would
say
that
it's
not
just
sales
I
would
say
that,
like
when
you're
interacting
with
your
boss,
when
you're,
acting
with
like
significant
relationships
in
your
life
I'm
using
this
stuff
right
because
ultimately
I
want
I.
Actually
you
could
look
at
this
from
like
a
human
manipulation
perspective,
and
some
people
do
that.
You
could
also
look
at
this
from
I
want
to
honor
people
around
me,
so
labeling
their
emotions,
listening
mirroring.
It
makes
people
feel
validated
and
honored.
A
So
so,
like
you
know,
these
are
just
things
that
human
beings
like
right,
exactly
all
right
cool.
So
let's
talk
about
how
to
use
some
of
these
in
your
sales
conversations.
So
how
this
works
is
there's
a
objection.
Then
this
is
an
example
response
and
we're
going
to
start
using
these
marketing
principles.
Okay,
so
first
one
reciprocity:
you
get
the
objection
now,
it's
not
a
good
time.
A
A
B
A
So
just
think
about
this
from
a
human
perspective.
Let's
just
say
that
you
reject
me
right:
I
come
in
and
say:
hey
totally
understand
you
don't
want
to
hang
out,
but
you
know
what
you
know:
I
like
you,
so
still
wanted
to
give
you
here's
a
voucher
for
a
free
meal
at
X,
okay,
so
logistically
human
being
perspective,
certain
number
of
people
they'd
be
like
I
feel
bad.
Now
right
this
guy's
honoring
me
when
I
didn't
want
to
hang
out
with
him.
A
I'm
gonna
go
hang
out
with
him
next
week,
right,
okay,
social
proof
and
Authority.
You
can
use
this
in
an
elevator
pitch.
The
reason
why
I'm
reaching
out
is
because
we're
working
with
Goldman
Sachs,
World
Bank
of
Scotland
and
Deutsche
Bank,
and
we're
wondering
if
we
could
add
value
to
you
too
right.
So,
if
you're,
targeting
like
a
bank,
you
just
name
drop
three
of
the
biggest
banks
right
yeah.
B
A
Screw
liking,
we
already
did
this
but
hey
now.
It's
not
a
good
time
totally
understand
that
now's,
not
a
good
time.
The
reason
why
I'm
reaching
out
is
because
I
really
liked
what
you
had
to
share
on
LinkedIn
about
developer
efficiency
and
would
still
like
to
give
you
a
free,
ebook,
okay,
so
some
people
would
feel
honored
and
they'd
be
like.
Oh,
you
know,
you're
triggering
their
emotions
principle
of
scarcity.
A
A
What
does
what
the
Studies
have
shown
is
that
these
sales
marketing
techniques
they
are
actually
hardwired
into
human
beings
on
a
subconscious
level,
in
a
sense
that
it
works
across
all
people
groups?
That's
something
that's
very
interesting,
so
it's
taking
advantage
of
things
that
are
almost
like
in
our
DNA.
So
what
I
mean
by
that
is
like
the
principle
of
scarcity,
human
beings
in
general,
they
need
stuff
to
survive.
A
So
it's
almost
like
ingrained
in
us,
okay,
so
what
I'm
doing
when
I'm
engaging
with
others
I'm
using
two
to
three
for
these
techniques,
all
at
once
and
I'm,
trying
to
make
them
feel
a
certain
way.
My
goal
is
to
honor
and
serve
other
people.
Okay,
all
right
so
just
to
go
over
some
of
the
common
objections
we
already
have
blank
you
mentioned
GitHub
at
the
beginning,
sets
a
competitive
indifference,
hey
right!
Now,
it's
not
a
good
time
we're
in
the
middle
of
some
major
projects.
A
Okay,
last
one
cost:
hey
you're,
too
expensive,
right,
okay.
So
what
we
said
in
previous
sessions
is
here's
your
like?
You
know
if
if
they
say
this,
then
do
this
okay,
so
competitive,
okay!
Well,
what
what
are
you
happy
about
with
GitHub?
The
challenge
with
that
is
most
people
say:
I,
like
GitHub
right?
Okay,
what
does
what
we
said
in
previous
sessions
is
okay
probe
for
security
security
is
one
of
our
differentiators,
but
a
security
testing.
Look
like
in
your
organization
right
indifference.
A
So
what
we
said
previously
is
how
much
time
do
you
spend
maintaining
your
your
tooling?
What's
the
cost
of
not
taking
action?
Are
you
happy
with
your
current
tooling
for
cost
want
to
see
how
Caleb
saves
you
money?
So
that's
that's
what
we
told
you
in
previous
sessions?
Okay,
so
let's
actually
learn
three
new
objection,
handling
techniques
and
then
I
want
to
go.
Read
this
at
some
of
these
objections
using
these
new
techniques:
okay,
yeah
cool.
So
let's
watch
a
video
real
quick!
Now,
if
you
follow,
can
you
hear
this.
C
Yeah
well,
good,
okay,
my
work,
you
know,
I'm,
not
a
big
fan
of
a
lot
of
the
traditional
sales
methods
right
from
time
to
time,
there's
one
or
two
techniques
that
I
like
that.
I
keep
on
my
on
my
tool
belt
and
today
I
want
to
share
one
of
those
with
you,
and
that
is
the
CF
methods.
So
let
me
give
you
a
little
bit
of
context.
C
Let's
say
you're
talking
to
a
prospect
and
you
are
getting
resistance
right,
they're,
giving
you
objections,
just
like
almost
like,
like
martial
art,
they're,
throwing
a
lot
of
punches
at
you.
No,
no!
No!
No!
No!
Why
they're
not
taking
action
today
right
and
they're,
giving
you
a
lot
of
objections
so,
instead
of
fighting
force
with
Force
right
it's
if
they
give
you
resistance,
then
you're
fighting
with
Force.
C
So
what
you
want
to
do
is,
first
of
all,
whenever
you
get
resistance
and
they
give
you
an
objection
first,
you
need
to
have
empathy,
don't
fight,
don't
argue
say
you
know
what
I
understand,
how
you
feel
right,
I
understand
how
you
feel
felt
others
felt
the
same
way
explained
and
then
here's
what
I
found
you
felt
found
now
what
you
don't
want
to
do.
Is
you
don't
want
to
do
it
like
a
like
a
robot
right
when
you
get
in
again
an
objection,
oh
yeah
I
know
exactly
how
you
feel
in
others.
C
C
If
I
win
issues,
I
would
have
similar
concern
as
well
or
you
might
say
something
like
I
could
see
where
you're
coming
from
I
understand
Z,
so
you
don't
necessarily
have
to
use
the
fear
word
right,
but
it's
a
step
step.
One
empathy
step
two
felt
now
it
could
be.
You
felt
the
same
way
or
other
customers
share
the
same
concern
and
here's
the
conclusion
what
they
found
or
what
I
found
is
this.
So
let
me
quickly
demonstrate
Let's.
C
Do
an
example
where,
let's
say
I'm
talking
to
a
friend,
right,
I'm,
trying
to
persuade
them
and
I
would
say
something
like
let's
say:
I
want
to
convince
them
of
taking
vitamins
very
simple
idea
and
I
would
say
it's
like.
No,
you
know
Dad
I,
never
take
vitamins,
I,
never
believe
in
these
things
amen.
You
know
what
I
understand
I
totally
get
it
right,
I
used
to
believe
in
the
same
thing:
I,
don't
I,
don't
take
vitamins
I,
don't
need
vitamins.
I
I
get
enough
nutrition
just
from
the
day-to-day
food
and
what
I
realize
is.
C
There
are
actually
many
different
types
of
vitamins
and
when
you
take
the
right
vitamin
such
as
this
brand
right
when
I
take
it.
What
I
found
this
every
morning
when
I
take
it
I
actually
have
more
energy
throughout
the
day
right,
then
I'm
more
focused
that
I
could
I'm
more
productive
than
my
mind
is
more
clear
and
I
get
sick
less.
Just
by
taking
these
couple
miter
vitamins,
you
see
how
that
works,
steal
felt
down.
A
A
Okay,
so
that's
an
example
of
feel
felt
found
once
again
here.
The
objection
was
you're
too
expensive.
I
led
with
the
mirror
I
totally
understand
that
you
feel
like
we're
too
expensive.
If
I
were
in
your
shoes,
I
would
really
value
finances
too,
especially
in
these
uncertain
Economic
Times.
Well,
we
have
found,
however,
is
that
gilab
saves
people.
Money
x,
amount
over
y
period
because
of
a
b
and
c.
Okay,
all
right
so
I
want
you
to
give
me
a
feel
felt
found.
C
B
Me
just
I'm
going
to
read
this
one
out.
Just
so,
I
can
get
Facebook
totally
understand
that
you
already
use
initial
devops
here
is
a
great
solution,
and
if
I
were
a
bit
busy,
CTA
like
yourself,
I'd,
also
be
valuable.
What's
already
working
or
build.
A
found,
however,
is
that
Azure
devops
is
missing
security
scanning
capabilities
without
these
you'll
have
to
invest
in
a
separate
security
offering
to
get
the
benefits
of
devsecops.
B
Yeah,
that's
that
I
mean
I've
got
a
very
similar
snippet,
which
I
use
in
Outreach
for
doing
GitHub
versus
Ado,
and
that
is
essentially
what
that
said.
I
actually
got
passworded
by
someone
an
Enterprise
and
I
think
it's
a
really
valuable
snippet,
and
it's
very
similar
to
that.
It
basically
highlights
the
security
as
the
matter
difference,
cool.
A
Awesome
perfect
all
right,
so
let's
talk
about
lease
lease
is
a
little
bit
different
than
Phil
felt
found.
It's
listen,
accept,
make
a
commitment
and
address
through
explicit
action
all
right.
So
objection
number
two
now
is
not
the
right
time
here:
here's
a
lace,
hey
I,
totally
understand
that
right
now
may
not
be
the
right
time.
A
What
are
some
of
the
projects
that
have
been
keeping
you
busy?
Well
yeah.
Some
of
the
major
projects
we're
working
on
is
a
cloud
transformation.
We
have
to
get
our
applications
in
the
cloud
by
the
end
of
the
year,
so
we're
really
not
interested
in
doing
anything
else.
Right
now,
yeah
I
totally
understand
you
know.
Cloud
transformation
is
a
big
deal
if
I
were
in
your
shoes
and
I
had
a
tight
deadline
like
that,
then
that's
something
that
I
would
really
stress.
A
Two
okay.
However,
you
are
mentioning
about
Cloud
transformation.
If
I
could
show
you
about
how
gitlab
accelerates,
Cloud
transformation
and
about
how
Goldman,
Sachs
and
Deutsche
Bank
were
able
to
speed
up
their
Cloud
transformation
timelines
by
324,
would
you
be
interested
in
seeing
more
okay?
So,
just
to
sort
of
like
do
this
again
now.
It's
not
the
right
time
totally
understand
that.
Now
it's
not
the
right
time.
What
are
some
of
the
projects
that
have
been
keeping
you
busy
Cloud
transformation?
A
Oh
totally,
understand
that
you're
working
on
a
cloud
transformation,
that's
a
huge
project.
If
I
could
show
you
about
how
gitlab
speeds
up
Cloud
Transformations
and
how
Goldman
Sachs
and
Deutsche
Bank
were
able
to
speed
up
their
Cloud
Transformations
by
X
months.
Would
you
be
interested
in
hearing
more
all
right,
so
the
difference
is
you're,
making
a
commitment
and
you're
addressing
through
explicit
action,
okay
and
once
again,
I
led
with
a
mirror
leading.
You
always
want
to
be
leading
with
the
mirror
all
right.
So
why
don't
you
give
me
in
a
lace?
A
Example,
you
can
read
through
this
one
if
you
want,
but
let's,
let's
give
you
a
little
bit
of
practice.
B
A
You
know
our
developer
teams,
they
give
us
complaints
about
it
at
certain
times,
but
in
general,
it's
what
we
have
we're
invested
in
it.
A
Yeah,
if
there
is
one
thing
that
I
could
change
about
it,
well,
two
things
number
one:
if
it
were
more
reliable,
we
had
pipelines
breaking
down
less.
That
would
be
good
for
us.
The
other
thing
is
we
get
requests
all
the
time
for
us
to
update
our
tooling
for
things
like
Cloud
Automation
and
things
like
that
and
it's
kind
of
annoying.
So
if,
if
there's
some
way
that
we
could
adapt
it
for
more
modern
day
development
practices,
so
two
things:
one
more
reliability,
two
more
suited
for
modern
development
practices.
B
Well,
if
I
could
show
you
a
few
examples
of
businesses
and
organizations
that
we've
worked
with,
who
who
also
had
experiences
of
unreliable
tool
chains
and
different
tooling
and
showed
you
how
gitlab
Consolidated
that
problem-
and
you
know
essentially
made
made
the
issue
of
you-
know
existing
issues
across
the
tool
chain
go
away.
Would
it
be
of
value
to
to
you
and
your
team
yeah.
A
Perfect
right
yeah,
so
that
was
really
good.
If
I
could
show
you
a
few
examples
about
how
Goldman,
Sachs
and
Deutsche
Bank
were
able
to
get
more
robust
Pipelines
previously
they
had
pipeline
store
broke
down
every
blank,
but
with
gitlab
they
got
it
so
that
very
rarely
were
there
ever
any
outages
in
their
automation.
A
Okay,
pushback
is
another
example:
it's
a
challenger
sales
approach
and
you're
pushing
back
on
a
preconceived
motion.
I
use
it
a
lot
of
times
with
Jenkins.
The
reason.
Why
is
because
people
don't
like
Jenkins
right,
yeah,
okay,
I,
totally
understand
that
you
have
a
full
play
of
projects
going
on
right
now,
but
doesn't
not
doing
anything
mean
that
you'll
always
be
stuck
with
broken
jobs
and
unreliable
development
practices,
and
won't
that
cost
you
more
in
the
long
run.
A
Okay,
so
someone
has
Jenkins
they're
telling
you
hey,
I,
don't
want
to
change.
They've
admitted
that
there
are
some
issues
with
Jenkins
in
certain
situations.
You
can
push
back
and
just
not
take
no
for
an
answer.
Hey
totally
understand
that
you're
using
Jenkins
right
now
and
you're
investing
in
it,
but
you
yourself
have
already
said
that
Jenkins
is
giving
you
problems
with
x
and
x.
So
doesn't
it
not
taking
action
mean
that
you're
always
going
to
be
stuck
with
these
things
right?
A
Okay,
so
that's!
That's!
That's
technique!
Number
three!
So
here's
the
thing
about
them
most
people
what
they
do
is
they
start
out
with,
feel
felt
found
and
they
just
use
it
all
the
time,
a
lot
of
experienced
buyers.
They
know
about
field
fund
and
then
so,
if
they
hear
you
doing
it,
they're
just
going
to
think
that
you're
just
trying
to
manipulate
them
all
right.
A
So
what
you
want
to
do
is
you
want
to
like
use
a
bunch
of
them
depending
on
the
situation,
so
you
want
to
have
like
at
least
three
in
your
tool
belt.
Generally
speaking,
this
is
what
I
would
say:
build
Health
down.
Sixty
percent
of
the
time,
lace,
30
pushback
like
10,
that's
what
I
would
do.
Okay,
push
back
be
really
really
really
confident
in
what
you're
saying,
if
you're,
not
confident
in
what
you're
saying,
then
this
completely
backfire
right.
B
A
Have
to
have
confidence,
but
here's
the
thing
research
shows
that
people
respect
authority
so
a
lot
of
times
in
sales
development.
When
we
take
a
submissive
tone,
people
pick
up
on
that
and
they
respect
us
less.
So
they
actually
did
psychological
studies
and
charisma
and
human
be
what
the
psychological
studies
showed.
Is
that
charismatic
there's
two
formulas
for
Charisma
number
one?
How
powerful
are
you
number
two?
How
much
do
you
like
the
other
person?
A
A
It's
also
part
of
the
reason
why
the
Challenger
sales
works.
The
Challenger
sales
works
is
because
you're
presenting
yourself
as
more
of
an
authority,
figure
right
and
then
people
respect
that
sometimes
okay,
yeah
okay,
so
we
talked
about
using
all
three.
A
Can
I
help
clarify
anything
or
we'll
move
into
the
last
two
parts
of
this
presentation?
No.
A
So
one
question
you'd
be:
maybe
asking
yourself
is
Chris:
all
of
this
stuff
really
depends
on
your
voice
and
your
vocal
inflection
listening
pauses
right.
So
how
does
this
work
when
you're
getting
objection
by
email,
we're
primarily
transacting
with
people
by
email
right?
So
how
do
you
translate
this
stuff
into
digital?
A
You
can't
use
your
tone
of
voice,
and
the
answer
to
this
is
you
can
still
apply
a
lot
of
these
things,
but
you
have
to
do
it
like
you
have
to
adapt
it
a
little
bit
so
I'll
just
give
you
an
example:
you're
sequencing,
someone,
your
email
step,
someone
says
I'm,
not
interested.
Okay,
then
you
could
say:
hey
I,
understand,
you're,
not
interested
regardless
I,
really
liked
what
you
had
to
say
on
LinkedIn
about
developer
efficiency
and
I
agree.
A
So
you
know
as
an
added
service
to
you,
even
though
you
don't
want
to
meet
here's
a
free
ebook
on
cloud
native
development,
okay,
so
in
other
words,
you
can
still
respond
using
these
principles,
even
though
it's
digital
and
there's
no
voice
involved.
So
that's
how
you
use
it
when
you're
responding
by
email.
Okay,
then,
if
you
want,
you
can
take
a
humility
approach.
If
there's
anything,
I
could
have
done
to
have
added
more
value
to
you
and
improve
this
Outreach.
A
Please
let
me
know
right
so
the
reason
why
the
second
part
works
is
you're,
you're,
showing
humility
and
also
you're
asking
for
help
and
a
lot
of
times
human
beings.
When
you
show
humility
and
ask
for
help,
then
they'll,
like
you
more
and
then,
once
again
it's
about
changing
someone's
emotional
state
right,
yeah,
okay,
so
I'm
just
gonna
go
leave
you
with
some
additional
resources
so
that
Colin
have
you
heard
of
Beck
Holland
before.
A
B
A
B
A
She
there's
lots
of
videos
her
there's
a
video
series
called
flip,
the
script
that
she
has
on
YouTube,
it's
all
free.
You
can
download
it
and
watch
it
whenever
you
want
over
here,
she's
talking
about
how
to
handle
the
I'm,
not
the
right
person.
Objection
I'm
not
going
to
go
into
this,
but
it's
all
about
her
objection.
Handling
technique
is
all
about
how
to
make
people
feel
like
honored
through
asking
them
for
help
a
lot
of
times.
When
you
ask
someone
for
help,
they
feel
important.
A
You
know
yeah,
because
you're
making
them
feel
important
they're
going
to
want
to
help
you
all
right,
yeah,
all
right.
So
that's
one
thing:
it's
a
Beck,
Holland
thing
she
has
this
thing
called
shallow
objections.
What
she
says
is
a
shallow
objection.
It's
really
not
about
the
objection
really
like.
If
someone
says,
can
you
send
me
an
email,
I'm
running
into
a
meeting?
Hey
I'm,
not
interested,
really
what
they
mean
is
they're,
not
act.
A
They
don't
actually
want
you
to
send
them
an
email,
they're
just
saying
go
away
right
so
how
she
says
to
handle
shallow
objection.
So
just
give
you
a
quick
like
Beck
Holland,
like
snippet,
is
by
addressing
the
emotion
head-on,
so
pattern
interrupt.
Hey
can
I
level
with
you
I'm,
getting
the
feeling
that
that's
just
your
way
of
saying,
Go
away
you
annoying
sales
rep
did
I
get
that
right.
A
Yeah.
You
did
you're
calling
me
in
the
middle
of
my
day,
hey
I,
get
it
if
I
were
in
your
shoes.
I
would
feel
the
same
way
when
cold
callers
call
me.
But
how
about
this?
If
you
give
me
the
next
28
seconds
for
me
to
give
you
my
best
dog
and
pony
show
on
who
gitlab
is
and
why
we
may
be
a
good
fit
for
your
organization,
and
then
you
can
tell
me
whether
or
not
I
can
go
like
pound
rocks
or
not.
Is.
B
A
Fair,
okay,
yeah,
so
what
she's
doing
over
here
is
she
is
addressing
once
again,
if
someone's
mad
at
you.
It
doesn't
matter
about
what
you
say
until
you
make
them
feel
some
another,
an
emotion
right,
so
it's
not
like
you're
not
debating
with
them
you're
trying
to
get
them
to
feel
heard
to
feel
honored
to
feel
validated.
You
want
them
to
feel
something
else
right.
A
So
the
way
that
she
does
this
is
hey
you
make
them
feel
heard.
Can
I
level
with
you
I'm
getting
the
feeling
that
that's
just
your
way
of
saying,
Go
away
you
an
annoying
sales
rep
did
I
get
that
right,
so
they're
addressing
the
negative
emotions
head
on,
and
then
they
go
into
empathy
they
make
people
feel
validated,
and
then
you
go
into
an
upfront
contract.
Okay!
So
that's
how
she
deals
with
shallow
objections.
A
Okay,
so
let's
conclude
this
out,
there
was
MIT
research
on
30
000
sales
calls
and
it
did
analysis
on
all
sorts
of
different
things.
The
thing
that
they
were
trying
to
find
out
is
what
makes
a
good
sales
call
right.
A
A
So
for
me,
the
easiest
way
to
do
this
is
leading
with
a
heart
to
serve
and
add
value,
I.
Think
of
myself
as
a
helpful
friend
right.
Sometimes
it's
not
as
all
it's
more
difficult
to
do
that,
but
I
I
start
with
my.
Why
and
then
my
behaviors
follow
that
okay
and
then
so,
if
I'm,
trying
to
honor
and
serve
other
people,
I
use
these
influencing
techniques
to
make
people
feel
honored
to
make
them
feel
heard
to
make
them
feel
validated
and
so
I'm
comboing
these
influence
techniques
and
I'm.
A
Using
these
objection,
handling
techniques
right
so
starting
I'm,
weaving
in
and
out
two
to
three
of
these
techniques,
all
at
the
same
time
so
like
Authority,
Influence,
People,
felt
found
and
then,
when
you
start
comboing
them,
that's
when
you
get
better
results.
Okay,
all.