6 Steps to Overcoming Client Objections

No one likes being rejected, so I hear about this fear very often during coaching sessions.  Sometimes a client fears it so much that it stops them from calling or contacting prospects completely.  Most times, once they understand that objections are a good thing, with a little nudging, they get over the fear.

Yes, objections are a good thing.  It gives you more information than someone just walking away.  Successful selling is about providing a solution to someone’s problem.  If you hear objections, the client could be looking for more help or information.  It could be that they are interested but don’t want to appear too eager.  It could also be that they haven’t been provided enough information about the value.  (Sometimes there may be a valid condition for why a customer can’t buy – they truly can’t afford it, or they just bought something similar, etc.  In that case, just walk away on a positive note.)

Here are 6 steps to deal with objections:

  1. Realize that objections are good.  It allows you an opportunity to further explain the benefits and value of your products or services.
  2. Hear it out.  Listen to the whole objection, don’t interrupt them, and make sure you are getting the whole objection.
  3. Acknowledge the objection.  Let your customer know that it’s okay to have concerns and objections, and that having them doesn’t involve conflict.
  4. Put yourself in the customer’s shoes.  For example, if your customer is complaining about pricing, you may want to say “I understand your concern about the pricing and wanting to get the best value for your money.  I’m also very particular about making sure that I get the best value for my money and not over-paying”.  This builds rapport with your customers and they are more likely to listen to what you have to say.
  5. Answer it.  Correct misconceptions, and give them different options if available.
  6. Reaffirm.  Ask if you have handled their concerns and see if they have further questions.

As an exercise, come up with a list of all possible objections you’ve heard or could possibly hear.  Write down your answers to how you would handle each one, so that you are prepared when it comes up next.  If you can anticipate the objections, have the answers prepared, and know the process of talking through each one, you won’t be fearful of “feeling rejected” when you are talking to a potential customer.

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