No matter how hard you try and how much you sell, you will be met with sales objections when you call customers. "I don't have time" － it's just one in a series of apologies. In this type of situation, you need to have a prepared answer. But how do you successfully achieve this?
You are curious and want to learn how to deal with sales objections more smoothly. If you seek advice on how to do it professionally, you have come to the right place. We will now guide you through five natural steps that will encourage you to become better at sales.
Step 1: Practice increases sales
The first step is to practice and prepare as many responses as possible. Sales objections are all you’ll hear from your customer during a call - they will do nothing but try to end the conversation. You, therefore, need to master sales objections. To become a champion at this, you need to write down a list of responses to various types of objections.
Step 2: Deal with sales objections directly
The second step is to learn when you need to handle an objection. You can either act on objections when they occur or afterward. It's the most natural to deal with objections as soon as they take place. For example, if the customer says: "Can you call me some other day?", your response should be: "It doesn’t take long to answer."
Step 3: Include recurring objections in your pitch
The next step is to deal with customer responses that occur again and again. When this happens, the best plan is to change your script and approach the hurdle yourself. The most common reaction is, for example, "Just send me an email." One way to prevent this is by addressing the issue in your introduction. Here is an example:
"My name is Brian. I assume that you don't have much time right now, just like many of the other people I call, but please listen to what I would like to say."
Then the customer will usually listen to you. Another example is:
"We have chosen not to send emails. It is just a small matter we need to decide on."
If the customer asks you to send them an email later on during the conversation, then you can respond: "As I said, we have a policy not to send emails." You can then move on with the conversation.
Step 4: Postpone objections
Step 4 is about how to deal with objections after they occur. The best way to answer is: "Can we please talk about this specific topic later?" Most customers will say yes to this, and you can continue your sales pitch.
Two of the most common examples are:
"I would like to answer this specific question after my presentation"
"I understand that the price is essential to you, but can we please discuss this further in a couple of minutes?"
Preparation is, again, the very essence. When you are well prepared, it’s much easier to decide on the appropriate response.
Step 5: Prioritization is key
It's good to keep in mind that you should manage questions and rejections as they happen. So make it your primary goal to handle sales objections as soon as they occur - and before and after when it's necessary.