Handing Objections in Sales (Examples Below)
"One of the best predictors of ultimate success … isn't natural talent or even industry expertise, but how you explain your failures and rejections."
Daniel H. Pink
Sales is not about always saying the wrong thing but continuing to proceed even after getting the 6th no. One way to combat these objections on the front end is through creating answers to commonly held objections. I would recommend writing down every objection you hear for a week and then collaborating with team members to fill out a ‘script’.
Keep in mind, no conversation was ever won by you telling someone else they are wrong. That will only make them dig their heels in deeper to their initial opinion. Don’t react defensively, slow down and respond with a question. Mirror the prospect by repeating the last three words they had ended their statement with in an upward tone according to Chris Voss. For example, “I don’t see this bringing a solid ROI to Apple”, the sales rep would reply with “solid ROI to apple?”. Next try and reframe the problem as an opportunity. Whether it is timing or price there is always a way to reframe and spin to your favor.
Understand the different types of objections is key in being able to handle them.
Reflux response
· this is our auto defense when we don’t want to be disturbed. Example: I was in staples looking for ink toner and the staples employee ask if I needed help and I said no…
Brush off
· this is all about avoiding conflict
· call me later, call in next month, send me over some information
Objection
· tend to be more truthful and logical rebuttal to our request. They typically come with a “because”
· Example:
a. there’s no reason for us to meet now because we just signed a contract with
b. I can’t meet because of other meetings
c. I’d love to talk but our budgets have been locked down and I think it be a waste of your time.
Most RBO’s will come in the form of
· I am in a meeting
· Not interested
· We are happy
· We are all set
· Don’t have the budget
· To busy
· Send information
· Overwhelmed
· I’m running out
· I’m on another call
· Just looking (usually with inbound leads)
“You cannot argue another person into believing that they are wrong the more you push - the more they dig their heels in and resist you” The act of overcoming creates animosity exasperation, and frustration the prospect.
Examples:a. What is that you are happy, CS, Ease of Use, Flexibly, Customization?
- We’re happy
- Respond:
b. Are you really happy or do you just hate getting sales calls that disrupts what you are doing?
c. When you say your happy, what does that mean, are you 70%, 80% or 90% happy? Or do you just hate getting sales calls?I figured you would be - I was calling to schedule a time more convenient for us to talk. Does X work for you?
- I’m busy
- Response:
Would you share specifically what you’re looking for me to send?
- Just send me some information
- Response:
Handling objections:
I’m busy
Response: Julie that’s exactly why I called, I figured you would be, and I wanted to find a time that’s more convenient for you. How about we get together next Wednesday at 1PM?
We’re not interested:
Response: That’s exactly what most of my current clients said the first time I called - once they realized how we were able deliver a unified solutions that allowed them to make real-time business decisions better, faster and reduce their TCO, they moved forward with us. What’s the downside? Worst case you gain insight and see what available in the market, best case we align – with your initiative and goals and you’re happy you took the meeting. Does Friday at 2pm work for you?
We are really happy with our current provider.
Are you really 100% happy right now? Or do you just hate getting sales calls?
Answer: Yes, I am really happy?
Response: How happy is really happy 80%, 90%, 100%? Or are do you just hate getting sales calls and you want to get off the phone? You hate getting them – I hate making them… there is no downside to meeting… Worst case you gain insight and see what available in the market, best case we align and you’re happy you took the meeting. Does Friday at 2pm work for you? 2021
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