Challenging sales objections

What should I say when a prospect says…

Salespeople tell me that this is one of the most challenging objections that their prospects bring up. They ask, ‘What should I say when a prospect says this?’

Leave it with me – I want to think it over.

Well, firstly, I have to point out that this is NOT an objection. This is actually an excuse for not making a decision. It is not the real objection.

Prospects hide behind this excuse to avoid making a decision.

Haven’t you done this? Haven’t you told a salesperson that you’d like to think it over – when in fact you’d already made a decision and the decision was ‘no’, at least for now.

And why did you do this? Well, there are generally three reasons a prospect will say ‘I’d like to think it over’.

1. The first reason is often because they don’t want to offend the salesperson.

2. The second reason is often that they really don’t want to get into defending their decision to the sales person.

3. Finally, the most common reason is because there is some hidden objection that they haven’t yet brought up.

If the salesperson does not get to this real objection, then the sale will probably be lost.

Getting to the real objection

It’s easy if you know how and the best response is:

‘Obviously you have a reason for saying that; do you mind if I ask what it is?’

Once you ask this, though, you must be quiet and wait for their response. Say nothing!

This will often get the prospect to reveal their real concern to you. If you can get their objection out in the open then you will probably be able to handle it.

If you can get your prospect’s real concern out in the open, then you will probably be able to handle it.

So what then do you do once you get this objection out into the open?

Some sales people become very defensive when their prospects bring up objections. But this is crazy. Instead you should always…

Welcome objections

Here are a few tips for handling objections when they do come up.

1. Smile and thank your prospect for the question.

Treat all objections as questions.

Never refer to their objection as an objection. ‘Objection’ is a negative word. So is the word ‘concern’. Instead, refer to it as a question.

2. Ask them to clarify their question with you if you are not sure what they are saying.

‘Mr Prospect, how do you mean?’ or ‘Why do you feel that way?’ or ‘Why is that important to you?’.

3. Hear their objection out in full – do not interrupt.

Have you ever tried to explain something to someone who kept interrupting you? Kept jumping in to answer your question when you hadn’t finished stating your question? It can be very annoying.

Also, if you let your prospect explain what’s on their mind…

They will sometimes answer their own question

I bet you’ve had this experience yourself. Remember also that when your prospect answers their own question, it’s has come out of their own mouth – so it must be true!

Once you’ve heard their objection out in full, then…

4. Answer their question.

There are several ways to answer their question. Firstly you can…

Give them the facts

This is particularly true if it’s a question that is best answered with data or figures, specifications, features etc.

If, however, they are expressing a concern over ease of operation, whether it will work for them or not, you may be better to answer their question by using social proof.

This is where you tell them about someone else’s experience – where one of your other clients, for example, had a similar concern (question) initially, yet when they went ahead they discovered that their concern was unfounded and they had a really good experience.

It’s even more powerful if you can show them a testimonial letter or even call your client and have them explain how their concern turned into a really positive experience for them.

Finally, once you have answered their question…

5. Check that they are happy and satisfied with your explanation

There is no point continuing if they are not satisfied with your explanation, as they will not mentally move on, even if you do. Ask them, ‘Mr Prospect, have I answered that question to your complete satisfaction?’