Dealing with Customer Objections

We’re all salespeople.

distracted uninterested customer
Uh, let me think about it.

Look, the reality is we’re all selling something. Some of us more than others. For those of us in business either for ourselves or as part of a sales team, we’re going to be in a client/salesperson situation at one time or another. Your product or service may be great and you want to sell it (of course). You’ve set up the meeting, give your pitch and then…

You’re not hearing the word “yes” from the other side of the desk. It may not be a direct “no” because most people don’t want to be direct. They want to provide some sort of justification for not saying yes. It makes them feel better.

It’s still a “no.” Or at least a “not yet.”

There are some common responses in this category. So what are they and how can you be proactive and respond.

“Uh, I need to run this past…”

It means they can’t make the decision themselves. It may be legitimate (this point of contact may be a screening process for higher ups and decision makers). It’s not an outright “no” so use it as an opportunity to request a meeting with the decision maker(s). It’s a chance for another meeting and opportunity to pitch.

“The cost is too high”

Everyone wants the world on a platter. And they want it for free! Yeah, go figure. How to respond? Show them how your product or service is unique, what it’s value to them is. Identify a problem they have and tell them how this solves it.

“Not right now…”

It’s easy to say this. It gets you off the customer’s back. Is there a reason they should take action now as opposed to waiting? If so find it! Let the customer know it’s better to do/buy today than in a few months.

“Let me think about it”

Similar to “not right now,” again it’s a way to NOT think about it. But, as in other instances, you need to point out benefits—how your product or service solves a problem or meets some need. Stress the value of it—to them!

We’re selling so we all need to be prepared for these objections. Know your product or service. Know what needs it fills or problems it solves and add those to your quiver of responses. You must also have an insight into why your customer is objecting or putting you off. Ask questions to probe deeper into what they’re looking for, what they need. With that combination you’ll be prepared to offer appropriate responses to their objections. You want to establish trust, authority and credibility and trying to get that potential buyer to see your product or service in a different way, one that solves a problem or addresses a concern. Your product or service is something they have to have. Make them see that. Objections can be can be overcome. It just takes practice and knowledge.

Of yourself and the customer.