Overcoming Objections Playbook: A Guide to Handling Sales Objections
Are you struggling to overcome objections and close sales?
It's a common challenge for sales professionals, but with the right approach, you can turn objections into opportunities to close the deal. In this blog post, we'll cover three types of objections - rejection, objection, and inclination - and provide a step-by-step guide for overcoming them.
3 Types of Objections in Sales
- Rejection: a dismissal of your ideas and/or product that can't be overcome. Common examples of rejections include "I'm not interested," "I'll keep this for later," and "I'm busy right now." These types of objections typically won't result in a sale, so it's important to identify them and move on to the next potential customer.
- Objection: a valid concern preventing a purchase. Common objections include "It's too expensive," "There's no money for this," and "I don't want to get stuck in a contract." These types of objections require a more thoughtful response in order to address the customer's concerns and move the sale forward.
- Inclination: a preference or liking that has minimal impact on the buying decision. Examples of common inclinations include "Oh, you don't have it in blue?" and "What about Y feature… you don't have that?" These types of objections are not necessarily deal-breakers, but they may require some additional effort to address in order to close the sale.
5-Step Process for Overcoming Objections in Sales
- Listen: Don't be planning what to say next. Focus on what is being said and constantly consider the "why" and "how."
- Acknowledge: Acknowledge what's being said with a "cushion." A cushion does not specifically agree, disagree, or answer the objection. Instead, it's a way to reduce harm and make the force of the objection less damaging.
- Explore: Explore what is being said with a "why" or "how" question. This will help you better understand the customer's concerns and tailor your response.
- Respond: Deny, admit, or reverse (turn the objection into a reason for buying). You can also use defeats - demonstration, example, facts, exhibit, analogy, testimonial, or statistics - to address the objection.
- Evaluate: Make sure you get a specific answer or ask another follow-up question. This will help you gauge whether or not the customer's concerns have been adequately addressed and if the sale is likely to move forward.
By following this 5-step process, you can effectively handle objections and increase your chances of closing the sale. Remember to listen carefully, acknowledge the customer's concerns, explore their objections, respond with a thoughtful and tailored approach, and evaluate the effectiveness of your response. With practice and persistence, you'll become a pro at overcoming objections and closing the deal.