Category Archives: Overcoming Objections
For most sales professionals, “objection” is a nasty word, but it shouldn’t be. An objection signifies that the customer is thinking about your solution; they’re envisioning how it would work in their world.
Though they see a problem, that only means that they’re thinking critically about the solution, which means you have their attention. Moreover, if they’re vocalizing such a concern, they’ve provided the ultimate clue to eventually closing the sale by explaining where the roadblock is.
Customers are armed with more information than ever before. They’re using this information to form their decisions earlier in the buying process.
In fact, once the sales professional enters the scene, many customers already have a fully formed picture of what they believe is the best way forward. This trend has become a problem for two reasons.
Every sales dialogue eventually leads to a customer objection. Therefore, sales professionals shouldn’t try to avoid them. Instead, they should sharpen their sales skills and come prepared to resolve objections.
The problem, however, is that different customers across various industries will have different objections.
Objections are an inherent part of a sales professional’s job. It is virtually impossible to get through a sales opportunity without hearing at least one sales objection from the customer.
It could be as simple as a direct question to gain better understanding, or it could be as subtle as trying to assess a competitor’s claim. It could also be as uncertain as trying to second guess other decision makers within the customer’s organization.
Recognizing and addressing sales objections is critical to moving opportunities through the sales pipeline. Working with customers to resolve their concerns builds trust and credibility, as sales professionals demonstrate their commitment to truly meeting customers’ needs — not just pushing their company’s products.
In today’s environment of ultra-informed buyers, customers increasingly push back against canned sales messages and unclear benefits. They test potential partners, throwing up objections that are sometimes raised only to see how the sales professional will act. They want to know their questions will be answered and their concerns addressed. As a result, sales professionals have to demonstrate their ability to handle objections and keep the dialogue moving in order to be seen as credible and valued partners.
4 Steps to Successfully Resolving Sales Objections
To do this takes four simple steps, which together form the basis of Richardson’s objection resolution model:
Neutrally acknowledge the objection Ask open-ended questions to understand what is really driving » Continue Reading.
Ever heard the saying: “You don’t get a second chance to make a first impression”? Too often, sales professionals fear objections. More savvy professionals invite customer objections so they can resolve them in a consultative manner, which helps to strengthen their solutions and the relationships overall. In other words, objections are second chances to create value for your clients or prospects.
Customer Objections can take many forms:
“I am happy with my current provider.” “Your solution is too expensive.” “We’re looking for someone who specializes in our area.” “Your performance has not been consistent.”
There are skills that can be used to make these objections work in your favor.
First, acknowledge and empathize with customers without agreeing. Don’t repeat negative words or concepts — “Yes, we are very expensive, but …” — instead, connect with customers by letting them know they’ve been heard — “I hear that you are concerned with budget …”
Next, use open-ended questions to identify the real issues. Then, tailor your responses to those issues, answering the customer’s true concerns. Be specific and concise.
Get Client’s To Share Their Objections With You
Some clients also confuse objection and confrontation, preferring not to voice any complaints. While the resulting conversation might be more pleasant, the outcome for the sales professional is bound to be disappointing. You can’t respond to or resolve an issue if you don’t know it’s a concern.
At every point along the way, check in with the » Continue Reading.
Anyone in sales probably knows that it is not a field for the fainthearted. If your ego bruises easily or if you take no for a final answer, then maybe selling is not for you. The longer you work as a sales professional, the more objections you’re bound to hear from prospects and customers. After all, customer objections are natural parts of the sales cycle. But objections are nothing to fear. In fact, objections should be encouraged because they allow sales professionals second chances to position their value.
Customer Objections Are a Good Thing
It is far worse when customers do not voice their objections. If, instead, they withdraw or go silent, or if they decline your proposal without a full explanation, there’s little recourse. It’s hard to probe an issue that you don’t know is a problem. There’s no natural follow-up to a lack of feedback. In other words, objections are really what I term “buying questions.”
Preparing to Overcome Customer Objections
Objections can occur at any point in the sales dialogue — from the very first meeting to exploring needs, from delivering insights to positioning solutions, and also in closing, negotiating, and following up to maintain relationships.
Part of your preparation before any sales meeting should be to anticipate objections, which could relate to any, all, or none of the following:
Cost: upfront price or continuing expenses Timing: of project or budget cycle Implementation: complexity or any additional » Continue Reading.