How to handle sales objections like a pro
If you're here, I know that the reason why you have or are starting a business is because you want to make money doing what you love... while making a positive impact in the world.
As conscious business owner, we have a heart so big yet the courage so small when it comes to selling.
When you think of the world sales, what are the words that come up in your head? Icky? Salesy? Used car salesman? Pushy? Manipulation? Greed?
I get it. Because I've been there and I'm helping my clients from literally all the over world get comfy with the word sales. And you'll have to sell because... well .. you're running a business. So I want you to be able to sell without being salesy. Now in that sales process, you’ll face objections. Objections are part of the process.
However, when we face objections, it’s important for us to reframe this and not take it personal.
- Objections aren’t personal.
- Objections are actually the opportunity for us to learn, grow and create more clients.
- Have empathy when selling.
- Remember the last time you bought something that you enjoy. Create that feeling for your clients.
- Sales isn’t about you. It’s about them. Listen. Pay attention.
So below I will share with you various types of objections and how you can handle them.
1. Unspoken Objection
They are unsure of what you’re offering but doesn’t tell you anything.
Solution - Let the prospect talk more. Ask open-end questions: what, where, what and how. Listen intently. The more your prospect talk more, the more s/he will understand what’s holding them back and they will also have clarity of what’s actually needed.
e.g. “How would this change your life if you….” “What will this give you if you could do this?"
These are instinctive reactions. Excuses aren’t really serious. They’re just used to using them.
Solution - Ask more questions. Nod and smile. And take control and lead of the conversation.
e.g "I can’t afford it" - "That’s alright. Most people in your situation felt the same way when we first talk. But NOW, they’ve become best clients and they recommend it to their friends and families” // This immediately make them question, oh really? What is it that you have then? And objections start to fall away.
3. Malicious objections
They are unhappy about their current situation. Because they can’t shout at themselves, spouses or bosses, they take it out on you. They can be negative but remember that they’re not targeting you.
Solution - Remain calm, positive and confident and polite throughout. Ask more questions about what they’re doing and what their plans are for the future. You take control by asking questions.
4. Request for information
This is the best because this is an opportunity for you for present what you’re offering.
Solution - Answer the benefits and results they’ll receive rather than the features.
5. Show off objection
Sometimes they want to show you how much they already know about your services. They make sophisticated observations and ask you complex questions.
Solution - Respond by taking the low road. Show how impressed you are of how much the prospect already knows. “Oh wow, you know a lot about it. This is awesome!” Flattery is a way to build a quality relationship. It’s about listening to her with focussed attention, she is more likely to warm up and buy.
7. Subjective / Personal objections
Aimed at you as a person. Whenever they become critical at you, it could be a sign that you’re talking too much about yourself.
Solution - Make the customer the centre of attention and subjective objections will stop. Start asking questions about the customer and listen intently.
8. Objective / Factual objections
Directed at your offerings and the claims that you’re making. “How does it work? How can I be sure this will work? What kind of proof do you have?”
Solution - At this point, they’re very close to buying but they just need a bit more reassurance. So reassure how you can get them the results they’re looking for. Use social proof. Focus on the what they’re wanting see in the future. Paint the picture.
9. Last Ditch Objection
At this point your prospect knows that she needs your services, how much it will cost and what she will get out of it. She’s on the verge of making a buying decision but she’s still hesitating.
Solution - Listen with the intent to understand her resistance and this is when you need to reassure a bit more that they’re making excellent decision and everyone who’s invested in this services is very happy with their results.
Brainstorm: the possible objections that you clients could come up with and start writing down responses to prepare. I’d also advise you to Include their possible objections in the FAQs.
Examples of some common objections
- I can’t afford it.
- I need to discuss with my husband.
- I don’t think it’s the right time now or I have travels coming up // How much will it cost you in 6 months time if you wait for this? This is about priority. There’s also no urgency so how can you start adding urgency in your selling process?
- I want to think about it. // Highlight how long they’ve been thinking about it and still not getting anywhere.
- I don’t have enough time. // Focus on how your service will help them buy more time.
If you want to dig deeper and learn how to handle those objections with ease, grace, respect and confidence, I've prepared a cheat sheet that includes the done-for-you scripts that you can use straightaway.
Arabelle is a writer, lover of life and adventurer. Goes by the official titles of International Speaker, Life & Business Strategist and Clinical Psychotherapist.
Born as a buddhist, taught in ancient indigenous wisdom, trained in modern healing modalities and naturally curious about life, Arabelle teaches, writes and speaks about all things Mindset, Leadership, Personal Development and Business startups.
If you haven't, you might want to check out her free trainings here.