The document provides examples of common objections that may be encountered when making sales calls and effective rebuttals to those objections. Some common objections include not having time for a meeting, being happy with their current provider, or being under contract. The rebuttals help address the objections by benchmarking other providers, offering a trial, or scheduling a brief follow up call. Using the right rebuttal is important to establish credibility with prospects and close qualified leads.

1. What is a Rebuttal?
Rebuttal is a counterargument to prospect's objection. The very best
outbound reps are familiar with the common objections and can prepare
effective rebuttals.

2. What is a Rebuttal?
Rebuttal is a counterargument to prospect's objection. The very best
outbound reps are familiar with the common objections and can prepare
effective rebuttals.
See the dialogue between an Optus Lead Gen Rep and a Decision Maker on the next slide..

3. “Mr. Smith”
The Decision Maker

4. The Lead Generation Representative
“James”

5. “ I am using Telstra for 5 years and
I am very happy with their services.
I don't need to change..”

6. "I appreciate you have a good working relationship with
Telstra. However, have you taken the time to
benchmark their services with another provider? I will
be more than happy to take a few minutes of your time
and get you to speak to an Optus Business Consultant
who can provide a custom built recommendation that
will add value to your business needs.”

7. Do you think James used the right rebuttal for Mr. Smith's objection?

8. The answer is YES..

9. By using the right rebuttal after an objection, you will not only help yourself establish
credibility to the target prospect but it will also gives you a solid chance to close a
Qualified Lead

10. COMMONLY USED OBJECTIONS

11. COMMONLY USED OBJECTIONS AND EFFECTIVE REBUTTALS

12. Numbers Of Month Left In Contract

13. “I'm unsure of the number of
months
left in the contract”
“I'm sorry but I am unsure of the number
of months left in my contract...”

14. “Can you say a rough ball park figure of the
contract end date?”

15. Numbers Of Month Left In Contract #2

16. “I'm sorry but I am unsure of the number
of months left in my contract...”

17. “When was the last time you reviewed your
mobile or landline set up?”

18. No Appointment

19. “I'm unsure of the number of
months
left in the contract”
“I don't want an appointment..”

20. “To be honest with you, I’m not entirely
sure if what we provide is the right fit for
your business which is why I would like to be
able to set up a quick 5 minute meeting so
that our consultant will be able to confirm if in
fact we can help your business.”

21. Email Only

22. “I'm unsure of the number of
months
left in the contract”
“Send me an email”

23. “I would love to send you an email, but that
would take a bit of a process and as you said
you are quite busy and I really don’t want to
take much of your time. So what i can do for
you is to put 5 minutes on your calendar this
week and the consultant will be able to tell
you if we can help you out, if you find that we
can’t help you, we can then part ways and
you won’t hear from us again”

24. Contact Information

25. “I'm unsure of the number of
months
left in the contract”
“Where did you get my details?””

26. “From the Australian business database.”

27. Happy with Other Telco Services

28. “I'm unsure of the number of
months
left in the contract”
“I am very happy with my current provider”

29. "I appreciate you have a good relationship
with your current Telco provider. However,
have you taken the time to benchmark their
services with another provider? I will be more
than happy to take a few minutes of your
time and get you to speak to an Optus
Business Consultant who can provide a
custom built recommendation that will add
value to your business needs.”

30. Happy with Other Telco Services #2

31. “I'm unsure of the number of
months
left in the contract”
“I am very happy with my current provider”

32. “Great to hear that! I would think that since
you have been using (Brand) for all of these
years, that you are indeed very happy. I am
not asking you to change your Telco provider
considering you don't know our custom built
plans yet. All I ask from you is to take a look
to see if we can add value to your business,
how it works and how it can be beneficial to
you in the long run.”

33. Reason for the Call

34. “I'm unsure of the number of
months
left in the contract”
“Why are you calling me?”

35. “The main reason for my call is to introduce
myself because Optus established a new
business center at the local area”..

36. Prospect is Busy

37. “I'm unsure of the number of
months
left in the contract”
“I am busy/ I don't have time”

38. “I understand that – we’re all too busy until
we hear about something that can really
benefit us. Let me tell you in a nutshell how
this can help you, and then if you’d like to
know more, we can schedule a time that’s
better later – fair enough?”
If Yes, carry on with the script.

39. Prospect is Busy #2

40. “I'm unsure of the number of
months
left in the contract”
“I am busy/ I don't have time”

41. “O.K., no problem. Let me see….Well, I
could call you back this afternoon or we
could set up a brief 5 minute call tomorrow
morning – which works best for you?”

42. Prospect is Busy #3

43. “I'm unsure of the number of
months
left in the contract”
“I am busy/ I don't have time”

44. “You really do sound busy! No worries – I
can either call you back or we can spend just
two minutes now to see if this is a fit for you
– if not, then I won’t have to bother you
again. How does that sound?”
If Yes, carry on with the script.

45. Ex-Optus (Bad Signal/ No Reception)

46. “I'm unsure of the number of
months
left in the contract”
“I was using Optus service before but
the reception is really bad on my area..”

47. “When was the last time you used Optus?”

48. “I'm unsure of the number of
months
left in the contract”
“That was 6 months ago or so..”

49. “I get it. I felt that way too. That was until
Optus invested millions of dollars to upgrade
their technology, In addition to that we have
established local Business Centers like what
we have in your area for a better quality
service. So here's what I can do, we can
actually provide a trial sim so you may
experience the improved reliability of Optus
services. Fair enough?”
(if yes, carry on with the qualifying
questions.)

50. Price Objection

51. “I'm unsure of the number of
months
left in the contract”
“Optus is Expensive..”

52. "In your company, is your product/service
always the least expensive option available?
When was the last time you bought
something not because of the price? I know
that you would agree with me that more
often than not, products/services with quality
will always be a little more pricey. But the
good news here is we can actually give you
options and let you play with numbers to
come up with a custom built solutions to add
value to the business.”
(carry on with your qualifying questions)

53. Existing Optus Customer

54. “I'm unsure of the number of
months
left in the contract”
“I am already an Optus existing customer.”

55. “Do you have an existing Account Manager
with Optus? (wait for his response) Thank
you so much for being a loyal Optus
customer. Have a good one.

56. Comparing the Services to other Brands

57. “I'm unsure of the number of
months
left in the contract”
“We are getting the best offer from our
Telco provider. Does Optus have (x,y and
z...) on their plans?”

58. "I am glad you mentioned that. I think it will
be helpful to set up a time where we can
answer this questions and other valuable
offers with our Business Consultant
designated on your area. Please be ready
with your current bill so we can provide you a
better business solution tailor-made to your
company's needs.”

59. Not Interested (Blow Off)

60. “I'm unsure of the number of
months
left in the contract”
“I'm not interested..”

61. “You probably get a lot of these calls, don’t
you? You know, I get them, too, and
believe me, I don’t like getting them any
more than you do. But every now and then
I listen because sometimes there is
information out there that will benefit your
business. And this is that kind of call for
you. Let me ask you a quick question, who
is your current Telco provider?”
(go to qualifying questions..)

62. Not Interested (Blow Off) #2

63. “I'm unsure of the number of
months
left in the contract”
“I'm not interested..”

64. “Believe me, I’m with you. But the good
news is that taking just 30 seconds with
me right now could change the way you
do business, and could help you either
create a real value for your money or have
the best quality of telco service custom fit
for your business needs. In fact, let me
share briefly with you how Optus helped
hundreds of companies just like yours…”
(go to qualifying questions..)

65. Stiff or Reserved Prospects

66. “I'm unsure of the number of
months
left in the contract”
“We’re Already have everything covered..”

67. “Glad to hear that things are going well. While
I am not too familiar with their offers, I do know
it’s always worthwhile to have a second set of
eyes to look things over and compare. The
next time you have something like this,we
would be happy to give it a quick review to see
if we’d approach it any differently. If nothing
else, you’ll get a different perspective and we
may even be able to find you some additional
improvement for the business. Am I right to
say that?”
(if Yes, go to qualifying questions..)

68. Sales Call Objection

69. “I'm unsure of the number of
months
left in the contract”
“Is this a sales call / are you selling
something?”

70. I am not selling anything, the reason for the
call is mainly to introduce myself because
Optus established a new business center on
your local area...
(carry on with the base of the spiel/ purpose
of the call..)

71. Still Under Contract Objection (more than 6 months)

72. “I'm unsure of the number of
months
left in the contract”
“I still have __ months/years left on my
contract. I can't do something as of this
time.”

73. “I completely understand that. Would it be
fine if I call you towards the end of your
contract?”
If Yes,
“Great, I will then keep your name as a
future reference regarding this matter and I
will call you by (month). Thank you.”

74. Only Pref to Discuss Either Mobile or the Landline

75. “I'm unsure of the number of
months
left in the contract”
“My mobile is with Telstra and my landline
is with TPG but I am ok with my mobiles.
I only want to discuss my landline.”

76. “I understand you, what we are actually
providing you is a custom built solution good
for the business as a whole. So what I am
going to do is get you one of our Business
consultant call/visit you so you will have a
direct contact with Optus. Let's say (day),
would that be good for you?”

77. If you get "I'm not interested" at
the end of your presentation it means
you did a poor job of finding out what
the prospect wants and showing how
your product or service is the best
solution for that specific want.

78. Thank You
Created by: Quality Coach Onah
Property of: OZHQ Contact Center