Have you ever worried about what to say if somebody throws objections at you?

Earlier this week I was sitting in a restaurant and couldn’t help overhear what was an obvious sales conversation that was going downhill rapidly! This happened as a result of a question that the sales person took wrongly. It was a question, not a rejection! “Objections” are often just that – questions where the prospect is exploring your services and working out what they can do.

The sales objection

The prospective client asked a question and the sales person replied “No, you didn’t understand that part of what I said….”, then launched into a one way speech which was to put it nicely defensive.

The body language of the prospect changed, they shrank back and visibly switched off. The sale was lost.

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An objection is a chance to learn

Before you can happily deal with objections you need to shift your mind from what many people think; an objection is not a personal attack on you, it is simply an opportunity to learn and the prospective client is giving you great feedback. It’s feedback on something they want and didn’t hear you talk about, or something they don’t want and did hear you talk about.

If you respond by telling them that they’re wrong, they will probably not give you more feedback and will be less likely to buy from you.

An objection is not a rejection

Somebody asking questions, sometimes even difficult questions, is not the same as somebody saying “No, I’m not interested, go away”. In other words objections are good prospect interaction where they are telling you about things that concern them.

The prospective client is always right.

Whatever they objected to, they are right – from their point of view. If you don’t acknowledge that you can’t move forwards. I look on it as thinking, if they didn’t understand something I said – it must be m fault for not explaining it clearly enough

So agree with them, ask for some clarification and listen.

Feel, felt, found.

This is a simple technique that works well; but only if you are genuine in using it.

  1. Feel: You understand how they feel about the issue.
  2. Felt: Because you had a client who felt the same way
  3. Found: What they found was……

In that way you have said they’re right, made them feel good about expressing the concern and then dealt with it.

Have you ever had sales people switch off to you because they dismissed your question?

Click here to download our free ebook "The reluctant business developer's guide to winning clients". (email required)

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