The top 5 buyer's objection

1. TechniquesforEffectiveObjectionHandling
Don’t…
Do…
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80%
100%
Taketheobjectionpersonally
Interruptyourprospectmid-sentence
Startyourcounterpointswithnegativewords
Useexcessive“salesy”words
Becomedefensive
Assumethatthedealislost
Understandtheobjectionpartially
Offerdiscountsimmediately
Vaguelyrelatetheproductandservicetotheobjection
Assumethattheobjectionisaddressed
90%
10%
30%
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60%
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100%
ShowGratitude
UnderstandyourProspects
DigDeeperintotheObjections
Confirm theObjections
OfferSolutions
BeHonest
ProactivelybringuptheObjection
OfferanIncentive
ExplainyourUniqueValueProposition
ShareCustomerSuccessStories
90%
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TheTop5Buyer'sObjections
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ALES

2. TechniquesforEffectiveObjectionHandling
Don’t…
Do…
1. Taketheobjectionpersonally.
2. Interruptyourprospectmid-sentenceandrushtoovercomethe
objection.
3. Startyourcounterpointswithnegativewordslike'But','If'and'So
What'.
4.4. Useexcessive“salesy”wordslike'cuttingedge','innovative',or
'bestinclass'.
5. TalkabouttheproductandserviceUSPswithoutrelatingthem to
theobjections.
6. Becomedefensivewhenprospectsquestionthequalityandeffi
ciencyoftheproductorservice.
7.7. Assumethattheobjectionisaddressedwithoutconfirmingitfrom
theprospects.
8. Assumethatthedealislostbecauseprospectshavevoicedan
objection.
9. Haveapartialorsurface-levelunderstandingoftheobjections.
10.Offerdiscountsimmediatelytoresolvethemonetaryobjectionof
theprospects.
1. ShowGratitude.Lookatthispositively–justanotherwayforyou
togiveyourprospectmoreinformation.Acknowledgeyourpros
pect’sobjectionsandprovidetheinformationneededtoclosethe
businessdeal.
2. UnderstandYourProspects.Connectwithyourprospectsona
personallevel.Listentotheirobjectionscarefully.Thisshowsthat
youvaluetheirconcernswhichhelpsbuildtrust
3.3. DigDeeper.Askyourprospectsopen-endedquestionstogainmore
insightintotheirobjections.Youhavetounderstandwhat’s
stoppingthem from buying.
4. Confirm TheObjections.Takeanoteofalltheobjectionsand
restatethem inyourownwords.Askyourprospecttoconfirm
whetherornotyouunderstoodallofthepointsmentioned.
5. ExplainYourUniqueValueProposition.Showwhatsetsyour
businessapartfrom thecompetition.Youshouldconsiderthe
valueyou’rebringingtoyourprospectandyourprospect’s
business.
6. OfferSolutions.Alignthefeaturesandbenefitsofyourproducts
andservicestoyourprospects'specificpainpoints.Painpoints
includethingssuchaslostrevenue,lowproductivity,poor
customersatisfaction,etc.
7.7. ShareCustomerSuccessStories.Sharetestimonials,casestudies
andotherreferences.Thismayhelpyouovercomeobjectionsand
giveprospectscompleteconfidenceinyourcompany’sproducts
andservices.
8.8. Behonest.Skipthesalespitchandmakefresh,spontaneousand
persuasiveconversations.Theseconversationsshouldberelevant
totheprospect’sobjectionsandhelpbuildagreatrapportwith
them.
9. ProactivelyBringUpTheObjection.RefertotheCRM tolearnthe
objectionsyouhaveencounteredearlier.Answerthem proactively
towintheconfidenceofyourprospects.
10.10.OfferAnIncentive.Encourageyourprospectstotakeadvantageof
yourincentive.Dependingonyourbusiness,thiscouldbeafree
trial,freeshipping,$10offfirstpurchase,andmore.Thisgivesboth
partiesachancetoworktogether,buildtrust,andmutualrespect.
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Whenyou'veresolvedbuyer'sobjections,implementtwokey
bestpractices:
2 Buildupyourcredibilitywithmoreinformationsharing.Don’t
hurryforsales.Ifyouactasifyoucan’twaittoclosethedeal,your
prospectwillgladlyshowyouthedoor.Sofurtherbuildupyour
credibilityinthenextmeetingwithmoreinformationsharing.
BonusPoints
1 Finalizethenextmeeting.Yourprospecthasremovedhis
objectionhearingyourcounterpointandmightwanttodigfurther
intotheproductdetailsbeforepurchasing.Usethisfacttosetup
thenextappointment.

3. Top5WaystoMakeSalesThatFeelGood
ShiftYourMind
LearnTheProduct
Haveyoueverbeen“sold”somethingandhadbuyer’sremorse?Maybeyou
believethatifsomeonewantssomething,they’llbuyitwithoutneedingyour
help.Oryouthinkthatsellingisn’tarespectedprofession.Thesearesomeof
thereasonsyoumightbetellingyourselfthatsellingdoesn’tfeelgood.
Amindsetshiftisthemostpowerfultoolthatwillhelpyoumakesalesthatfeel
goodtoyou,helpyourcustomers,andstrengthenyourorganization.Whenyou
cometotermswiththefactthatwhatyou’redoingishelpingpeoplethenyou’ll
beabletolookatyourjobdifferently.Oftentimes,youforgetthatyou’re
talkingtoactualpeopleandnotbusinesses.Whilethepeopleareemployedby
thebusinessandbusinessneedsarecriticaltotheprospectindetermining
whatsolutiontogowith–keepinmindthatthedecisionmakerisan
individual,notabusiness.individual,notabusiness.
Youcanapproachsalesmuchdifferentlywhenyoumakethisshift.Youwant
tolistentothepersonwhoisrepresentingthebusiness–nottheotherway
around.Wrapyourmindaroundtelling,notselling.Whenyouthinkofselling
toabusiness,itbecomesstressfuland“salesy.”Whenyouthinkoftellinga
personabouthowyourproductorservicecanbehelpfulthenitbecomesmore
informativeratherthan“stuffy”or“usedcarsalesman-like.”
Tellyourselfthatyou’reprovidingvalueandthingswillbeontheupandupTellyourselfthatyou’reprovidingvalueandthingswillbeontheupandup
from there.
WriteAPlan,NotAScript
SharpenYourListeningSkills
FollowUp
Someofushavebeenguiltyofwritingascripttomakesalescalls.Whilethis
mayworkforsome,itdoesn’tworkformost.Scriptsaresupposedtohelpyou
getthroughyoursalescallswithoutstumblingorleavingoutkeyinformation.
However,scriptscantendtofeelstuffyandrobotic.We’veallbeen“sold”toby
asalesprofessionalreadingascriptanditusuallydidn’tendinasale.
Havingaplaninplaceforhowyou’regoingtoapproachyoursalesprocesscanHavingaplaninplaceforhowyou’regoingtoapproachyoursalesprocesscan
helpaton.Youwanttocreateageneraloutlineofhowyou’regoingtostruc-
tureyoursalesprocess.
Notonlywillyoufeelmorepreparedtospeakwiththeprospect,you’llalsogive
theprospectmoreconfidenceinyouwhichcouldhelpyouclosethebusiness
deal.
Thetruthis,ifyou’regoingtosellyouhavetoshiftyourmindfrom negativeto
positivethoughtsaboutselling–amindsetshift.
Learningtheproductisamajorkey.Ifyoudon’tknowhowyou’rehelpingthe
business,thenhowcanyouhelp?Youmustknowyourproductinsideandout.
Willyourunintosituationswhereyoudon’thavetheanswersandneedtoseek
help?Yes.Butyouneedtoknowyourproductwellenoughtoquicklyidentify
howitcanhelpyourprospectbasedontheirpainpoints.
Whenyourprospecttellsyoutheirpainpoints,it’syourjobtolisten(don’ttalk
–70/30rule),compilequestionsandfigureoutwhichofferingmightbebestfor
theirbusiness.Basedonwhatthey’retellingyou,youhavetoknowhowyour
productwillsolvetheirproblem.Ifyoudon’tknowhowtocommunicatethese
thingstoyourprospectclearly,yourprospectismostlikelygoingtobecon-
fused.Confusedprospectsneverbuy!
Studiesshowthat40% ofallsalesprofessionalscan’tunderstandcustomer
pain.Becauseofthis,salesprofessionalsusuallygiveasolutionthatthepros-
pectdidn’tevenhaveordidn’trealizetheyhad.
Studiesshowthat40% ofallsalesprofessionalscan’tunderstandcustomer
pain.Becauseofthis,salesprofessionalsusuallygiveasolutionthatthepros-
pectdidn’tevenhaveordidn’trealizetheyhad.
Youwanttomakeeachsalescallflowinthesamewaytomakesureyou’renot
leavingoutanykeyinformationandtopositionyourselfastheexpert.
Sharpeningyourlisteningskillscandrasticallyimproveyourclosingratioif
donetherightway(andmakeyoufeelgoodaboutthesale).Alotofthetime,
salesprofessionalstalkmoreandlistenless(nottheotherwayaround).Al-
thoughyourformaltitleis“SalesAgent,”“SalesRep,”or“SalesExecutive”it
doesn’tmeanthatyouneedtosell(wetalkedabouttelling)nordoesitmean
youhavetotalktheentiretime.Followthe70/30rulewhentalkingtopros-
pects–70% ofyourtimeshouldbespentlisteningtotheprospectand30% of
yourtimeshouldbespenttalking.
Whenyoulistentoyourprospect,youputthem inthepositionofpower.When
peopleareinapositionofpower,theyfeelliketheyhaveownershipofwhat’s
goingon(they’renotbeing“pushed”intosomething).Bylistening,youalso
showtheprospectthatyougenuinelycareaboutwhatthey’resayingandthis
givesyoutimeto“tell”aroundtheirneeds.Whenyourprospectknows,likes,
andtrustsyouthentheywillbuyfrom you.Trustisacriticalelementtosuc-
cessfulsales.Whenyoutellyourprospectaboutasolutiontotheirproblem
aftercarefullylisteningtotheirpainpoints,trustincreases.Thiswillalsohelpaftercarefullylisteningtotheirpainpoints,trustincreases.Thiswillalsohelp
tobuildyourconfidenceandfeelgoodaboutsellingwhenyouknowthat
you’vedoneittherightway.
Remembertolistentoyourprospectsandtailoryoursolutiontotheirneeds.
Don’tmakethemistakeofsellingyourselfoutofthesale.
Followingupiscriticaltothesalesprocess.Studiesshowthat80% ofsalesre-
quirefivefollowupcallsaftertheinitialmeeting.Mostsalesprofessionalsstop
afterthefirstfollowup–don’tfallintothiscategory.
Truthis,peoplefeel“stuffy”aboutthesalesprocessbecausemanysalespro-
fessionals“sell”youonaproduct(anddon’tcareaboutyourneeds–theyjust
wantthesale).Ormanyofushavebeen“sold”toandhavebeenburntinthe
process(triedtogetyourmoneybackbutcouldn’t).
Thefollowupprocessisevidentwhenit’stimetoclosethesalebutit’salsoim-
portantlongafterthesale.Aftertheinitialmeeting,youneedtofollowupwith
theprospecttothankthem forspeakingwithyou.Youdidsomuchonthe
front-endwithgettingtheprospecttospeakwithyouandlisteningtotheir
needs–ataminimum youwanttohaveconsistentfollowup.
Thefollowupprocessisevidentwhenit’stimetoclosethesalebutit’salsoim-
portantlongafterthesale.Aftertheinitialmeeting,youneedtofollowupwith
theprospecttothankthem forspeakingwithyou.Youdidsomuchonthe
front-endwithgettingtheprospecttospeakwithyouandlisteningtotheir
needs–ataminimum youwanttohaveconsistentfollowup.
Followingupallowsyoutobuildrelationshipswithyourprospectsandcustom-
ers.Theyfeellikeyoulistenedtothem andyousincerelywanttohelpthem
whenyoufollowupwiththem.Yourfollowupsdon’tneedto“sell”anything.In
doingthis,you’llfeelbetteraboutyoursalesprocessbecauseyoudidn’tjust
“pitch”them onaproductandleave.Youtoldthem aboutyourproductconsid-
eringtheirpainpointsandcontinuedbuildingarelationshipwiththem after-
wards.Thistransitionfrom “coldandstuffy”to“helpfulandfriendly”makesa
worldofadifferenceinyourclosingratioandmakesyouandtheprospectfeel
goodaboutthesale.
Oncetheprospectbuysyourproduct,it’sevenmoreimportantforyouto
followupwiththem afterthesale—youwanttobeaccountable.Iftheprospect
buysandhastroubleusingyourproductandtheydon’treceivethesupport
theyneed,youcanlosethatcustomerfasterthanittookyoutogetthem.You
wanttogiveyourcustomersagreatexperiencewithyourproductsandmake
surethey’regettingsatisfactionfrom it.Iftheydon’tknowhowtouseyour
productordon’tfeelliketheyhavethesupporttheyneed(they’reconfused
andhaven’treceivedgoodcustomerservice),thenthey’renotgettingresults.Ifandhaven’treceivedgoodcustomerservice),thenthey’renotgettingresults.If
yourcustomersaren’tgettingresults,thenbothyouandthecustomerwon’t
feelgoodaboutthesale.
Ifmakingsalesthatfeelgoodisachallengeforyou,considerthesebestpractic-
esandseeifyoufeelbetterinacouplemonths.Sellingishard–tellingiseasy.
Remembertokeepyourprospectattheforefrontofeverything.Alwayscom-
municatevaluetotheprospect(thisshouldbewhat’sinitforthem,notyou).
Thedifferencebetweenasalethatfeels“stuffy”andasalethatfeelsgoodisall
inthefollowupprocess.
Buildingarelationshiptakestime,it’smorethanjustaninitialmeetingorone
followup–itdoesn’thappenovernight.
Salesareahugepartofeveryorganization.Thisiswhatkeepsthelightsonand
makesthebusinessrun(nottomention–thisishowyoukeepyourjob).There
aremanysalestechniquesouttherebutnotallofthem feelgenuine.Youmay
befacingsomesellingchallengesasmostsalesprofessionalsdo.Ifyoufeellike
a“slimycarsalesman”whiledoingyourjob,thenyouprobablyneedtomakea
fewshiftsbothmentallyandstrategically.
Herearesomebestpracticeswhenitcomestomakingsalesthatfeelgood.
Thesetechniquesareagreatwaytokickoffyoursalesplanningandfeelgood
aboutyourcontributionstoyourorganization.
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