The key to overcoming them is by knowing how to identify and handle them before they happen so you don't have to worry about it when the time comes. This can be done with an understanding of what sales objections are, why they happen, and how your company's CRO strategy should respond appropriately. Here are some proven ways to overcome sales objections.
Sales objections are common and salespeople should not be afraid of them. Prospects will always have their concerns, but that’s ok!
The key to overcoming any objection is to remain calm and confident, while also remaining patient. If you can do this, then the prospect will most likely overcome their objection as well.
Read on for common sales objections and how to handle them without breaking a sweat!
The most common sales objections that salespeople are likely to encounter include: price, timing, and product quality. Here’s how to handle them without having a heart attack!
First, don’t take the prospect’s objection personally.
Instead of getting offended or upset when prospects bring up their concerns and objections (even if they seem silly to you), remember that they are simply doing their due diligence and asking the tough questions.
The second step is to get more information about why prospects say no or object in general, then try your best to address those concerns instead of trying to overcome them right away.
For example, let’s say a prospect says, “I’m simply not interested right now.” You could respond by saying something like:
“That makes sense. I know how busy you are and appreciate your honesty with me about why this isn’t a good time to discuss ways that we can help lower costs for your business."
Another common objection is product quality.
If a prospect says, “I’m not sure that this will work for my business," you should ask them to explain what's holding them back from making a decision about your offer.
Listen very carefully and let the prospect talk through their concerns while being open-minded and patient with them.
Lastly, common objections about price should be handled by asking the prospect what they are currently paying for this service or product. If you know that your offer is priced below market average, then let them know!
You can say something like: "I want to make sure I'm being up front with you and not misleading in any way.
This solution costs less than others on the market, but it’s also more effective and will solve your problem now rather than later. Are you still interested in hearing me out?"
When sales objections arise, always remember to remain patient and calm because if they say no then that is their right!
If a prospect makes sense when giving an objection about product quality or price, then address their concerns head-on so they can truly be on board with what you are selling.
We'll get into specific sales objections in a minute, but there is a general approach for dealing with them. Practice it so that you can overcome any sales obstacle, no matter how difficult it is, even if you're taken off guard.
There are four basic steps to the procedure in general:
1. Pay attention
Don't just let your prospect air their grievances; truly listen to them. It's likely that you'll be able to predict concerns before they arise. Later in this piece, I'll go over the most prevalent worries - and how to deal with them.
Rather than rushing right in with an answer – or, even worse, cutting your prospect off before they've had a chance to fully express their concerns - allow them time to speak.
It will make them feel as if you are genuinely interested in assisting them and have their best interests at heart, increasing your chances of sealing the transaction once the sales obstacle has been addressed.
2. Understand the issue
Once your prospect has finished, don't just go straight into a solution. Instead, ask them to explain their concerns in detail so you can better understand where they are coming from and what's holding them back from making the purchase.
At this point, it is common for prospects to stumble over themselves as they try to articulate why they are hesitating. This is common, and does not necessarily mean that they are being dishonest or trying to pull the wool over your eyes.
Trying to get them off-track will result in a lack of clarity on their part – so try asking more general questions which you can hone back in on later if necessary.
For example: "What is it about the price of this solution that makes you nervous?" or "What is your main concern with our product offering?"
In most cases, asking open-ended questions will help them to feel more comfortable and confident in their decision.
Once they have been given time to talk through concerns without interruption – but before a sale has actually been made – you can move on to the next step.
3. Respond to objections
At this point, your prospect will have articulated why they are unsure or uneasy about the purchase. Now it's up to you to address their concerns and put them at ease so that they can commit to making a sale.
You needn't be aggressive when pushing back against common sales obstacles – but do try not take anything personally either. If you can demonstrate that you understand where they're coming from, there is a better chance of them seeing the purchase through.
When sales objections arise, always remember to remain patient and calm because if they say no then that is their right!
If a prospect makes sense when giving an objection about product quality or price, then address their concerns head-on so they can truly be on board with what you are selling.
How to Overcome a Difficult Situation
We'll get into specific sales objections in a minute, but there is a general approach for dealing with them. Practice it so that you can overcome any sales obstacle, no matter how difficult it is, even if you're taken off guard.
4. Confirm their commitment
Before making a purchase and committing to the sale, prospects want to be sure that you're not going to disappear as soon as they've agreed.
Therefore, ask them if they are ready for the next steps in the process – whether it's scheduling an appointment or sending over some paperwork.
If common sales obstacles haven't been addressed by this stage, now is the time to do so.
Don't try to push them into making a purchase before they are ready – but don't let sales objections deter you from getting their business either!
Sometimes prospects just need more convincing or information in order for common sales obstacles not to hinder your ability to seal the deal.
Remember that patience is key when common sales obstacles arise. If you wait until the right moment to address concerns then they are more likely to be satisfied with their purchase in the end.
Prospect: “I can’t take this any further because I’m afraid of spiders, and there’s one on your logo.”
Overcoming Specific Objections
Now that you have a basic process down, here are 12 of the most common sales objections you’re likely to encounter.
1. “Now’s Not a Good Time.”- There are sales objections for this objection because sometimes it’s true. Other times, prospects just want to keep you at arm's length so they don't have to deal with the decision right now or ever.
2. “It’s Too Expensive.”- sales objections are common because they don’t understand the value of what you're offering.
Show them how it's an investment in their business and not just a purchase, or try to negotiate on price if common sales obstacles aren't being taken seriously enough.
3. “I’m Already in Another Contract.”- common sales obstacles are common because they don’t see the need to switch over.
Try giving them an example of how your product or service will benefit their business and why it is worth switching for, like improved productivity or efficiency.
4. “Just Send Me the Info …”- common sales obstacles are common because they don't want to commit to anything.
You can either send them the information or try again in a few months when sales objections aren’t holding back your ability to close deals.
5. “I Don’t Have Time to Talk to You Right Now.”- common sales obstacles are common because they want to avoid dealing with you.
Try scheduling another meeting or time to talk when sales objections aren't in the way of a potential purchase and you can try again at their convenience.
6. “I Need to Run This Past My Boss.”- common sales obstacles are common because they want to avoid making a decision.
Give them the information that you know will convince their boss, and then try again later when sales objections aren't getting in your way.
7. “Product X is Cheaper.”- common sales obstacles are common because they want to compare your product or service with competitors.
Try showing them how you offer different benefits and value, like enhanced customer support or higher quality that justifies a slightly increased price tag.
8. “You Don’t Offer Feature X.”- common sales obstacles are common because they think you're not offering all the features or benefits that their business needs.
Show them how your product or service offers everything they need, and then try again later when sales objections aren't getting in your way.
9. “I Need to Get a Few More Quotes.”- common sales obstacles are common because they want to have a better understanding of what they’re getting.
Try giving them the information that will help convince them, and then try again later when sales objections aren't in the way of closing deals.
10. “You Have a Bad Review.”- common sales obstacles are common because they think it's a sign of poor quality.
Try showing them how that negative review was just one person who had an issue, and then try again later when sales objections aren't getting in your way.
11. “Where the Hell Did You Get My Name?!”- common sales obstacles are common because they think you're from a marketing agency or cold calling.
Try explaining that it was just part of your research for sales objections and then try again later when common sales obstacles aren't getting in the way of closing deals.
12. No One’s Home- common sales obstacles are common because they’re not available.
Try scheduling another meeting or time to talk when common sales objections aren't holding back your ability to close deals.
13. “You Didn’t Answer My Question!”- common sales obstacles are common because you weren't able to answer their question properly the first time.
Try repeating the answer or explaining it in a different way, and then try again later when common sales obstacles aren't stopping you from making your pitch.
14. “I Need to Get X Opinion First”- common sales obstacles are common because they need support before committing to anything new. You can either give them their opinion or try again later when common sales obstacles aren't stopping you from making the sale.
15. “Let’s Do It Later, I Have to Go Now!”- common sales obstacles are common because they want to avoid dealing with you and don't see a reason for now. Try scheduling another meeting or time to talk when common sales objections aren't holding back your ability to close deals.
