How To Handle Objections
We all know the feeling of rejection!
Whether it’s in personal life or business, it happens to the best of us. But, learning from your mistakes are life lessons that we all have to be aware of and knowing how to handle those objections is an important step
In our last blog, I talked about how objection handling is one of the ways to a good lead conversion script. It’s such an important part of sales that I didn’t want to just quickly blow through it.
The last thing you want is to not be prepared when someone rejects your sales pitch. You don’t want to sound like you’re flustered or caught off guard. Objection handling is an approach to a lost sale. There are many ways to conquer this objection.
Objection Handling #1: The Best Friend Formula
Think of the song from Toy Story “You’ve Got a Friend In Me”.
Even though they may not need your services now, it does not exclude you from future business. Before you move away from this contact, be sure to ask who you are speaking with and get key points of information.
It is important to be confident in the product or service you are offering. So, with that being said, you can just tell them “we are here for you when you need us the most”. That way, there are no hard feelings and you have expressed that they can come back to you whenever they need to.
If your product or service really adds value to people’s lives, there is a high probability that they will come back to you!
Objection Handling #2: Reframe
Turn sales objections into opportunities.
A lot of objections are just hesitations or concerns, not necessarily a rejection. But if you take the time to listen to the potential client, you’ll be able to understand what their needs are.
Reframing an objection is more like an opportunity to try to do a better job of selling. It can be hard though, because there are many different scenarios that might need reframing.
There is almost always a price objection and it’s always that it’s too expensive. Instead of saying, yeah you’re right, it’s an expensive service (please don’t ever admit that! Even if you think it’s true). One way you can respond is telling them that the price is relative to the value. You want to reassure them that your product or service, though it might seem like a steep price, is very worthwhile in the long run!
Objection Handling #3: Objections Chunking
Take a step back and look at the big picture.
When you chunk up, specific issues seem small and insignificant. For example, a scratch on my car is nothing in comparison with world peace. This technique uses a little bit of reframing, as you have to shape the conversation in a new light. The chunking comes in when you have to paint a new picture of how to resolve a potential issue.
Objection Handling #4: Curiosity
Gain their interest by asking questions.
How are you supposed to know what your potential client wants if you don’t ask them what they are interested in?
By asking questions, you gain a lot of knowledge on their wants and needs. At that point, you’ll be able to tell relay their wants and needs back to them.
For one of our clients, we need to schedule/book leads for a free consultation with an esthetician for weight loss. We text them and try to work them down the sales pipeline. When a lead asks “I don’t know how the process works, tell me everything”. That leaves me with a broad response. So, instead of just explaining everything right away, I’ll ask them, “What areas are you interested in treating? Are you looking to slim down or tone and tighten? Are you currently maintaining a healthy lifestyle with exercise and a healthy diet?”
When I ask these questions, it allows me to know what the lead is interested in. I’m able to answer their question with more information and in a way that favors my end goal.
Objection is inevitable. Being able to handle it will help you learn how to become comfortable with it-- well, not too comfortable! Remember ABC: Always Be Closing ;)