Objectionable Objections

April 1st, 2008 by Russ Lombardo · 453 views · No Comments

You’re probably like every other sales person on this planet and get your fair share of objections about your product or company. Regardless of how many objections you receive, there are techniques you can use to handle them in a positive and an effective manner. Here are 6 tips on how to handle objections.

1. Find the Real Objection. One thing to always remember is that the 1st objection is usually not the REAL objection. The first objection is typically a delay tactic or smoke screen so the prospect doesn’t have to commit to a decision. If he says something like, “I have to think about it,” don’t say okay and leave. Ask him what it is he needs to think about and how you can help by answering any questions he may still have or clear up any outstanding issues. If he then says that what he needs to think about is the price, for instance, then you’ve just uncovered his true objection, which is the second one he mentioned. Sometimes, you may hear 3 or 4 objections before you get to the real one. Remember to keep asking exactly what it is he is objecting to so you can get to his true objection, and so you can resolve it in order to get his business.

2. Don’t Argue. By all means, never argue with the prospect. We’ve all heard the phrase about the customer always being right. Well, here’s a myth buster – the customer is NOT always right. But he is always right in his mind. And that’s what you have to remember. If he believes he is right, then perception is reality and you have to work with that. That means you don’t argue with him.

3. Don’t Get Defensive. If she says the price is too high, don’t say, “What do you mean it’s too high. Have you seen the prices of some of those other products out there?” We’ll talk about how to handle these sorts of objections shortly, but remember that you should not get defensive when the customer challenges you.

4. Don’t React. When hit with an objection, Act don’t React. You can’t get emotional. You want to acknowledge the objection with neutralizing statements, such as, “I understand” or “Yes, you’re right.”

5. It’s Not Personal. Remember that she is not necessarily objecting to you or your product. So don’t take it personally. She is saying that you haven’t convinced her to buy yet. She still has what’s called FUDs – Fears, Uncertainties, and Doubts. So you have to address those FUDs before proceeding with the close.

6. Don’t Hide. You have to confront the real objection. As I said earlier, ask him what it is he needs to think about or what it is he is concerned about. He may say something like, “The last time I dealt with your company, my paperwork was a mess!” You have to handle that objection in a positive and respectful way. You cannot avoid it. You can say something like, “I understand. Our old system was very antiquated. Our new system is state of the art and the problem no longer exists.”

If you try to proceed with the close without addressing the true objections, such as those just mentioned, you may fail. I recommend that you start building a list of all the objections you ever heard from your prospects and customers and develop a statement that can address each one. Keep this list with you, add to it every time you hear a new objection, and memorize the responses. You’ll find that your ability to handle objections will become easier, natural and successful for both you and your client.

Good Luck & Good Selling!