If you are not comfortable dealing with objections, then sales may not be for you. Objections happen daily. They are an inherent part of the sales process. It is not…
If you are not comfortable dealing with objections, then sales may not be for you. Objections happen daily. They are an inherent part of the sales process.
It is not a matter of whether you are going to have to deal with them. It’s how you deal with them that will make you successful or not. The types of objections you could face can be all over the map. Customers have a wide range of concerns and no two are the same. One customer may have reservations about pricing, whereas another one may have issues with product specifications or is not familiar with your brand.
How you deal with objections is a key success factor. Here are some ways successful salespeople approach dealing with objections during the sales process:
It can be easy to take objections personally. Mind you, sometimes they are, but in most instances, it’s about the customer. Don’t lose sight of this. Regardless of the objection, focus on the customer’s perspective and their needs.
Some reps take things way too personally and end up in an argument with customers. Don’t forget that you will hear customers say no a lot more than yes.
No two objections are the same, even if they are based on the same things. For example, many customers object to price, but there are many different concerns they may have. One customer may be looking for more favorable payment terms, while another is looking for greater value for the proposed solution. It’s important to approach the objection based on what you know specifically about the customer you are dealing with. Don’t make a generalization.
At the root of the objection is a problem your customer needs to solve. Top salespeople focus on removing the objection by solving the problem the customer is experiencing. If money is the issue, explain how you have helped other customers in the same situation. Explain how your solution will address the issues they are having. Focus on providing a custom solution, not selling a product or service.
If your customer is willing to share the specifics of their objection, use this as an opportunity to actively listen and learn more about their situation. Give them the time and space to freely voice their issues. Ask follow-up questions and get to the root of the issue. If you listen long enough, they will provide you with some important insights into how you can help them remove the objection.
Be empathetic. Make it clear you understand your customer’s situation. Validate their concerns and show you are on their side. You understand. This can help you build trust and expand your relationship with them. Go out of your way to provide additional information and answer their questions. When a customer trusts you have their best interests in mind, they will be more likely to work with you to find a solution to the objections.
Rhys is a tenacious, top performing Senior Sales Recruiter with 15+ years of focused experience in the Digital Media, Mobile, Software, Technology and B2B verticals. He has a successful track record of headhunting top performing sales candidates for some of the most exciting brands in North America. He is a Certified Recruitment Specialist (CRS) and has expert experience in prospecting new business, client retention/renewals and managing top performing sales and recruitment teams. Rhys enjoys spending quality time with his wife, son, and daughters, BBQing on a hot summer day and tropical vacations.