Objection Handling

Agenda Seven Steps to handle objections 10 Common objections Questions

Seven Steps to handle objections

Anticipate potential objections Be aware of areas where potential clients could voice objections and address these in your sales presentation.

Be concise A potential client with objections or reservations doesn't want to listen to a long explanation of why to buy your services. Make your argument short with only the necessary facts to get the client to change their mind. This will prevent the individual from feeling that you're wasting their time.

Get to the real objection Ask direct questions to better understand an objection given to your sales pitch. Ask a client whose objection is the price of the services if they have budget restrictions, and if you can sign them up for a payment plan, or if it would help if you offered a lower package. This will satisfy the objection if price is the real issue, or you will be able to get to the real reason they're hesitating if price isn't really it.

Relate to the reservation A client will be more likely to agree to a sale if they feel that you understand why they're unsure. Tell the client you understand the reservation and that you want to make them comfortable with the decision, then explain what facets of your service will work for them.

Acknowledge disadvantages A potential client might reject a sales pitch because of legitimate issues relating to cost, or service details. Accept these disadvantages and then show the client how the advantages and positive selling points outweigh the drawbacks. For example, agree that the work is done over seas, but explain that you are the main point of contact and the project manager.

Make a conditional agreement A client could object to your sales offer because of 1 or 2 details that aren't being addressed or that aren't customarily offered to new clients. Agree to get the client the specific package they want if they sign up with you that day. This helps you close the sale and satisfy the client's concerns.

Remain patient with the customer A client that senses you're getting impatient or frustrated with their reservations will decide that you don't care about their concerns and only want the sale. Continue to smile and stay patient until you've answered all the client's questions and concerns.

10 Common objections

I’m not interested Create interest by telling a short anecdote of how someone else benefited her home/work/play by using your service.

I don’t have enough money Quickly recount how using this service saves money in the long run by getting new clients and revenue. State dollar examples of savings gained. (Remember the ROI examples in slides)

I don’t need it Be alert to the needs of the customer. Don’t try to push more on the customer than he/she needs. Does the customer need more business, more free time, better marketing, or just the basics? Probably the answer is yes, but do a reality check!

It’s too much hassle to set it up (such as a new SEO, PPC, or Reputation). Remind them that your team will do all of the work to set it up for him.

My old one is good enough Make sure your client has correct online marketing knowledge. Teach him/her the new methods as you promote the latest your packages. Educate them!

Another company has a better offer Don’t say “no” to the customer. Provide an extra value service to sweeten the deal. Give people what they want. Maybe a free video?

I can’t decide How to handle objections involves eliminating excess information. Narrow down the decision to two or three options and focus on the best selling point of each. Offer your personal preference, if the client asks. Remember to use the “Easy Yes Form” in the downloads section.

I’ll think about it Don’t leave the client without providing specific facts and figures with which he can compare. Tell him what day and time you will personally be available to discuss it again.

It’s not exactly what I want If you are going to make a sale, you must know how to handle objections like this one. Ask them to describe the picture in their mind of the ideal solution. Then apply your services in that context.

It’s just not for me. Show proof that having your product gives your customer greater advantage, potential, and possibilities than not having it. Be honest, but do what it takes in devising how to handle objections. Let your client know that you will make it happen for her.

Questions