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  • 07 03 Handling Objections

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    Chiamaka Tochukwu Esiobu
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    This document provides techniques for responding to common objections in sales. Some key objections addressed include that the customer doesn't need it now, it costs too much, now isn't a good time, they can't see the value, and they use a competitor. For each objection, suggestions are given for asking follow up questions like "why" to better understand the objection and provide responses demonstrating how the product or service could meet their needs or provide value. The document emphasizes getting permission to call back so future opportunities can be pursued.

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    How to handle irate customers

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    This document provides techniques for responding to common objections in sales. Some key objections addressed include that the customer doesn't need it now, it costs too much, now isn't a good time, they can't see the value, and they use a competitor. For each objection, suggestions are given for asking follow up questions like "why" to better understand the objection and provide responses demonstrating how the product or service could meet their needs or provide value. The document emphasizes getting permission to call back so future opportunities can be pursued.

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    © All Rights Reserved
    Download as PDF, TXT or read online from Scribd
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    7 views2 pages

    07 03 Handling Objections

    Uploaded by

    Chiamaka Tochukwu Esiobu
    This document provides techniques for responding to common objections in sales. Some key objections addressed include that the customer doesn't need it now, it costs too much, now isn't a good time, they can't see the value, and they use a competitor. For each objection, suggestions are given for asking follow up questions like "why" to better understand the objection and provide responses demonstrating how the product or service could meet their needs or provide value. The document emphasizes getting permission to call back so future opportunities can be pursued.

    Copyright:

    © All Rights Reserved
    Download as PDF, TXT or read online from Scribd
    Flag for inappropriate content
    of 2

    Handling Objections

    You will most likely face the same objections over and over again. Using the 5 Whys is a fantastic
    way to respond to them, and here are some of my favourite techniques…

    Objection My Answer

    Sorry we don't need it right now This is the primary objection that 'why' can be used against. They're
    saying they don't need it and have come to that conclusion given the
    information that has been given by you! Have you clearly explained
    what value you're providing?
    If they say this and you say "Why?" then whatever they say, you can
    handle. "We don't need this right now", "Ok,why do you say that?", this
    is where the objection comes be it cost, time and effort required, if they
    have something else important taking priority; and then you can decide
    which direction to go in. Let's say it's just bad timing because they're in
    the middle of a larger project and don't have the mental bandwidth then
    you just ask when that project is over and call back then. "Hi!
    Remember me? Is it better timing now?" - then they have no excuse
    NOT to talk to you AND you've built a basic relationship with them,
    making the call warm.

    It costs too much We have cheaper alternatives, you can spread payments, yes but you
    get more for your money, buy cheap buy twice!

    Now isn't a good time Ok, when shall I call back? Why is it not a good time? (your product or
    service might be able to help)

    I can't see the value Go back to the start and explain it differently. Maybe use analogies or
    relate to their business

    We're using your competitor This is one a lot of people struggle with but is actually good news. This
    means that they use your product and can see value in it, they just
    aren't using yours at this moment in time. They'll understand the value
    points, the jargon, why someone would use your product and thus can
    be easily tempted to be using another if they can see it solves the
    issues they have with the current one. Always ask "is there anything
    you'd change? Anything you don't like about it?". If you were selling
    sales CRM's for example, they might say "I wish I could easily log what
    category of the call I make. If it was a reconnecting call or an initial
    outreach" - "well Mr Customer, ours does exactly that!". They might
    complain about cost (so really the value it brings in relation to cost),
    effort spent in using it, certain functionality, how it looks, it could be
    anything! Asking if there was anything they'd change gives you a
    window to explain how yours fills that gap.

    We don’t need that right now As you'll know the value your product brings, you'll be able to easily
    explain where and when it will benefit someone. If the prospect says
    it's not perfect for right now because of the cost or because they just
    won't get the value yet, you can say "ok well maybe it's not great for
    you right this moment but I predict it will be when you go through XYZ
    change, do you mind if I stay in touch and then when that day comes,
    we can reconnect?". This is why getting 'permission to call back' is so
    vital! Never burn a bridge!

    We're not big enough for it Would they be able to win a bigger client/contract/sale if they had your
    product? Would it enable them to provide a better service and hence
    handle a larger and higher value client? If so, getting your product will
    help them get it! Otherwise, stay in touch and keep asking if they've
    won their bigger client yet. They'll eventually win it and then it'll be your
    time to pounce!

    Master Cold Calling By Miles Croft


    … And now try out a few options of your own!

    Objections Your Answer

    Master Cold Calling By Miles Croft

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