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Handling Objections

The document discusses various types of objections that may occur during a sales process and provides techniques for addressing them. It categorizes objections into six major categories: price and budget, competition, authority/ability to buy, need and fit, and brush-offs. For each objection, it offers responses that focus on gathering more information, addressing the underlying concern, and redirecting the conversation to the value of the product or service.

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243 views37 pages

Handling Objections

The document discusses various types of objections that may occur during a sales process and provides techniques for addressing them. It categorizes objections into six major categories: price and budget, competition, authority/ability to buy, need and fit, and brush-offs. For each objection, it offers responses that focus on gathering more information, addressing the underlying concern, and redirecting the conversation to the value of the product or service.

Uploaded by

anon_615597598
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PPTX, PDF, TXT or read online on Scribd
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What are Objections?

 Opposition or resistance to information


Welcome Objections!
 Accept objections as a challenge
 People do not want to be taken advantage of
 Learn to overcome objections
Objections and the Sales Process
 Objections can occur at any time
 When objections occur, quickly determine what
to do
Basic Points to Consider in Meeting
Objections
 Plan for objections
 Anticipate and forestall
 Handle objections as they arise – postponement
may cause a negative mental picture or reaction
 Be positive
 Listen – hear them out
Basic Points to Consider in Meeting
Objections, cont…
 Understand objections
 Request for information
 A condition (negotiation can overcome a condition)
 Major or minor objection
 Practical or psychological objection
 A real objection is tangible
 The salesperson must uncover hidden objectives and
eliminate them
What Does a Prospect Mean by an Objection?
Is the prospect’s
response a...

Request for more Hopeless


Condition? True objection?
information? objection?

Major? Minor?

Practical? Psychological? Practical? Psychological?


Six Major Categories of Objections
Techniques for Meeting Objections
Techniques for Meeting Objections
 The dodge neither denies, answers, nor
ignores
 Don’t be afraid to pass up an objection
 Rephrase an objection as a question
 Postponing objections is sometimes necessary
 Send it back with the boomerang method
 Ask questions to smoke out objections
Examples of Rephrasing Objections as a Question
Some common sales objections:

Sales Objections About Price and Budget

“It's too expensive.”


Price objections are the most common type of
objection, and are even voiced by prospects
who have every intention of buying.

The moment you start focusing on price as a


selling point, you reduce yourself to a
transactional middleman. Instead, circle back
to the product's value.
“There's no money.”
It could be that your prospect's business
simply isn't big enough or generating enough
cash right now to afford a product like yours.
Track their growth and see how you can help
your prospect get to a place where your
offering would fit into their business.
"We need to use that budget somewhere
else."
Prospects sometimes try to earmark resources for
other uses. It's your job to make your
product/service a priority that deserves budget
allocation now. Share case studies of similar
companies that have saved money, increased
efficiency, or had a massive ROI with you.
Sales Objections About the Competition

“We're already working with


[Vendor X].”
Just because a prospect is working with a
competitor doesn't mean they're happy with them.
Probe into the relationship: Why did they choose
this service? What's working well? What's not?
Pay special attention to complaints that could be
solved with your product.
“I can get a cheaper version of
your product somewhere else.”
Find out what you're dealing with here. Are you in a
competitive situation, and the prospect is playing you
against a competitor to drive up discounts? Or is your
prospect under the impression that a similar, cheaper
product can do everything they need?

If it's the former, lay out your deepest discount and


emphasize the features that make your product superior.
Walk away if they ask you to go lower. In the second
scenario, take advantage of the comparison. What are the
points of differentiation that provide your prospect the
most value? Play them up and emphasize overall worth,
not cost.
Sales Objections About Authority or Ability to Buy

“I'm not authorized to sign off on


this purchase.”
No problem. Ask your prospect who for the name of the
right person to speak to, and then redirect your call to them.
“I can't sell this internally.”
Well, your prospect might not be able to,
but you can. After all, you sell your
product every day. Ask your prospect
what objections they anticipate, and help
them prepare the business case for
adopting your product.
“I'm part of a buying group.”
Buying groups enable independent companies to team up and make joint
purchases from vendors -- usually getting a far better price than they'd be
able to secure on their own.

If your company isn't on their list of approved suppliers, however, your


prospect probably won't be interested. After all, you can't offer them the
same discount for purchasing in bulk.

Respond to this objection by delving into the details of their


membership. Are there limits on who they can buy from? What price are
they currently getting? Which companies belong to their buying
coalition?
Sales Objections About Need and Fit

“I've never heard of your company.”


Treat this objection as a request for information.
Don't give an elevator pitch, but provide a very quick
summary of your value proposition.

For example:

“We're a company that sells ad space on behalf of


publishers like yourself. I'd love to speak with you
about your revenue model and see if we can help.”
“I don't understand your product.”
Ask your prospect what aspects of your
product they're unclear on, then try
explaining it in a different way.
Alternatively, bring in a technician or
product engineer to answer questions out
of your depth.
Sales Objections that Are Actually Brush-Offs

“I'm busy right now.”


Of course your prospect is busy -- almost
every professional these days is. Simply
explain that you're not looking to give a full-
blown conversation, just have a quick chat
about whether or not a longer discussion
about your product would be a good fit at
their organization.
“I'm not interested.”
During a prospecting call, it's far too early for a
prospect to be able to definitively say they are or
aren't interested in your product. Offer to send over
some resources and schedule a follow-up call.
“Call me back next quarter.”
Prospects will often say this to dissuade you from
pursuing a conversation. But don't let them off that
easily -- it's a vague brush-off uttered in the hopes
you'll fade away and disappear. Ask, “What's going to
change next quarter?” to question their motivations
for brushing you off.

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