What is an objection?
An objection is an expression, statement, question or a feeling of opposition or unwillingness of a prospect to buy what you’re offering.
So you now have a good product waiting to help your customer’s needs. However, your sales reps have been getting too many objections from their prospects, leaving them with no leads at all.
You’re not alone.
According to Ed Howats of addiewoods.com, study shows that prospects who are interested to buy have 58% more objections. tweet this!
Most IT salesperson have experienced objections when presenting their product or service. Prospects object because they are afraid to decide especially if it involves money. Most sales reps think of objections as barriers to their success. The truth is, they’re not! Here’s how to rebound from a horrible sales call.
When prospects object, it allows them to better understand your product or service. Every time they raises an objection indicates an opportunity for sales reps to identify and understand the prospect’s needs and concerns.
Here are some of the tips that will help your sales reps handle objections the right way.
Identify your common objections.
Every salesperson use different approach when calling. Not all objections are the same. Knowing what your common objections are and finding out how to overcome them can improve sales and reduce costs.
Here are the 5 main reasons why prospects object:
- Need. They don’t need what you’re offering when you called.
- Feature. You don’t have what they’re looking for.
- Time. They don’t have time to talk by the time that you called.
- Price. They find your product or service expensive.
- Sales Agent. Sales reps create different mistakes that attract prospects objections.
TIP: List down all kinds of objections encountered in all of your calls.
Related: Calling a Prospect on a Bad Day. What Should you Do?
Prepare standard rebuttals to common objections.
Sales experts don’t just anticipate objections, they prepare for it before making calls. Know the 10 Habits of a Highly-Productive Salesperson.
Take note of all possible rebuttals that might work per objection and use them to handle different objections. Here are some of the common objections and their rebuttals.
Situation1:
Objection: I’m not interested. We’re happy with what we have.
Rebuttal: That’s okay. I understand. May I ask what are you using for your…
Situation2:
Objection: We just bought it last year.
Rebuttal: I see. So when will be your next evaluation? / When do you have plans to have this kind of project?
Situation3:
Objection: That’s not what we’re looking for as of the moment.
Rebuttal: That’s okay. May I ask, are there any areas you wish to improve?
Situation4:
Objection: I’m in the middle of meeting right now/ I’m busy.
Rebuttal: I understand. When is the best time for me to give you a call back?
Situation5:
Objection: We don’t have a budget for that.
Rebuttal: I see. When will your budget be available?
Related: How to Handle like a Boss: “We’ve worked with you before and we’re not satisfied”
Ask questions and Look for other opportunities.
Most of the time, you don’t have their full attention. Never accept an objection especially if your only until the introduction part. There are 2 ways to handle these types of objections:
- With an interested prospect who didn’t let you finish your spiel before asking questions about your product and services.
- Address their question then go back to your spiel.
Example:
Agent: I’m with XYZ Company and we specialize in helping companies… (prospect interrupts)
Prospect: Do you have a solution that can help us manage our business operations?
Agent: Yes. We can help you with that. We are a consulting company and we help business improve their business operations.
Related: Why You Shouldn’t Ask, “Is this a bad time to talk?”
Continue with the probing part.
- With a prospect who didn’t let you finish your spiel and block the call.
- Address the objection then probe by asking questions about their current setup.
Example:
Agent: I’m with XYZ Company and we Microsoft Gold certified partner and we specialize in… (prospect interrupts)
Prospect: We’re not interested. We’re happy with what we have.
Agent: That’s okay. I understand. May I ask what software are you using for your accounting?
Prospect: We’re using Sage.
Agent: I see. How long have you been using it? (wait for prospects response) Do you have any issues or challenges with Sage?
(Continue getting to know about their current setup…)
So don’t be afraid of objections! Not all objections in telemarketing are bad. Some indicates interest which is good for you and your business when handled correctly.
When Less is More: How to Make Prospects Buy From You from Callbox on Vimeo.
