Strategies for Handling Objections
Updated: Oct 28, 2019
Due to the nature of our business, we've had a multitude of conversations with a variety of outcomes. While objections are very common in sales, even with polished techniques, not every objection can be removed. Obviously, the best strategy is to be prepared, and perhaps these strategies will help you handle objections more successfully.
Turn Objections into Reasons for Buying If your prospect or client raises the most common objection about high prices, your response should acknowledge that's a great reason to hire you. The prices reflect the value received from the higher level of service provided. They may say they are completely satisfied with their current vendor. You can tell them that’s exactly the type of loyalty you appreciate, and they will too once you've had a chance to work together.
Identify Hidden Objections You’ve presented an offer to your prospect or client and aren’t sure you’ve heard all of the objections from them. Just ask this simple question, “What other concerns do you have?” Then address all of them before you continue.
Eliminate Objections with Questions If you’re asking the right questions from the start, it can help prevent objections at the end. An example is asking if they have the authority to decide on a purchase. Otherwise, you’re likely to get a response saying they need to check with their boss, or something like that. Before you present, list out the objections you’d expect to hear to eliminate those obstacles up front.
Come to an Agreement Before responding to an objection, show empathy for your prospect by agreeing with them on some point. By softening the objection with an empathy statement, you’ll reassure the prospect that you understand their concern. This type of interaction will help build rapport and ultimately lead to trust.
Admitting to an Objection Without objections, there would be no competition, but there are always limitations. If your prospect questions it, don’t try to prove them wrong. The fact that your business isn’t perfect doesn’t lower the value to your prospect, but by acknowledging the validity of the objection is another opportunity for rapport and trust building. Admitting the imperfections also allows the prospect the feeling of being in control.
Denying False Objections Prospects who conceal their true objections create some phony reason not to move forward. If you hear this, respond with something like, “You don’t really mean that.” Don’t try to answer a phony objection with logic. Instead, use probing questions to determine the real resistance. Objections can be emotional, and it’s not easy to argue with people’s emotions.
Allow Prospects to Answer Their Own Objections “Could you tell me why you feel that way?” This is one way to stop an objection in its tracks. If the prospect can’t answer, then there is little to no validity. If they answer with a more specific objection, you have the chance to eliminate it and move closer to the decision.
Rephrase the Objection Use your own words to repeat the prospect’s objection. This shows that you’re listening, and it ensures that you understand the objection and provide some time to think about your answer. Your response should be calm and reassuring. Any defensiveness on your part encourages a similar reaction from your prospect and may destroy any rapport already established.
Objections can sometime sound like a verbal attack on you, but it’s important to keep your cool and be prepared to answer them effectively. Like anything, with preparation, you can handle objections professionally and competently.