Handling Objections and Rejections in Sales: How to Keep Your Cool and Close the Deal
You have probably experienced rejection at least once in your life. If you haven’t, well, you must be one of the lucky ones. Rejections can stem from anywhere, be it your personal or professional life—sometimes they catch you off guard. And in the world of business and sales, prepare to be turned down again and again before you can finally catch a break.
With that being said… Man, sales can indeed be tricky. You put your heart and soul into a deal, only to have it shot down, sometimes at the last minute. It’s so frustrating, and it can make you feel like giving up (especially if you have been turned down consecutively). But don’t worry—we’re here to help! In this blog post, we’ll discuss tips for handling objections and rejections in sales. We’ll also provide some examples of common objections and ways to overcome them. Stay calm and focused, and you’ll be sure to close more deals than ever before!
Objection in Sales
Sales objections can be defined as any reason that leads a potential customer to hesitate or say no to your offer. They are usually based on one of three things: price, product, or fit.
Here are some common examples of rejection in sales:
– Your product is too expensive
– I’m not interested
– I don’t have the budget
– I’m not the decision-maker
– I need more time to think about it
– We already have a solution
Don’t take objections personally! Remember, it’s not you—it’s them. They may have valid reasons for hesitating, or they may just need some more convincing.
Handling Objections in Sales
All types of rejections are hard to handle. Still, sales objections can be particularly tough to manage because they often come at the eleventh hour, when you thought you had already won the deal.
There are a few key things to keep in mind when handling objections:
-Try to stay calm and avoid getting defensive.
-Don’t take it personally.
-Remember that objections are a normal part of the sales process.
-Use objections as an opportunity to build rapport and further establish trust.
-Be prepared with a list of common objections and responses.
Now that we have covered the fundamentals of how to deal with sales objections, let us now dive into the specifics of how to overcome these objections:
Handling Objections with Questions
One of the best ways to handle objections is by asking questions. This shows that you are genuinely interested in understanding their needs and concerns.
Here are some examples of questions you can ask to overcome common sales objections:
If they say, “Your product is too expensive.”
You can respond by asking them, “Can you tell me more about your budget?”
another example is
If they say, “I’m not interested.”
You can ask them, “What is it about our product that you’re not interested in?”
or “What would make you more interested in our product?”
Asking questions is a great way to get to the root of the objection and overcome it. Miscommunication happens more often than you think, so it would be best to ask questions that will clear things up and avoid any possible confusion.
The Mirroring Tactic
Another concept you should keep in mind when asking questions is a tactic called mirroring.
Experts claim that by repeating the last few words of your buyer’s sentence, you should be able to entice them to buy from you subconsciously. This tactic has also been proven to make them reveal more information. You should repeat it with an upward tone of voice as if you were asking a question, and it will prompt the prospect to elaborate further on their response.
Putting the mirroring tactic in action:
If the lead says, “Sorry, I am not the person in charge.”
You can respond with, “You are not the person in charge?”
They might respond with something like, “No, John is.”
Then you can say, “Could you introduce me to John?” or “May I kindly have John’s email?”
Lastly, you should remember that when clarifying objections, avoid asking “why” questions. It might give them the impression that you are questioning the validity of their objection, and no one wants to feel invalidated. Doing so can bring out the prospect’s defensive side.
Anticipate Possible Issues and Address Them Beforehand
In this industry, it pays to be a couple of steps ahead.
You should already have a list of common objections and responses ready before you even start your sales pitch. This way, you will be able to nip any issues in the bud and avoid getting thrown off guard.
Here are some examples of common objections and responses that you can use:
Objection: “We are just a small company.”
Response: “As a small business, I understand the importance of being really careful before making any investments in new tools. You don’t have to worry about the cost of our service, as it has been proven to have at least 150% ROI. I’d be happy to provide you with the data to back up these claims.”
Targeting the Real Concern
When a prospect raises an objection, more often than not, it is not really the issue that they are concerned about.
For example, if they say, “Your product is too expensive,” the real issue might be that they are worried about having to make budget cuts in the near future.
It would be best to try to get to the root of the problem so that you can address their concerns more effectively.
This is similar to the first tip, in which you gather objection information by asking questions. This is where you put it to use, but first, you must grasp the conversion process.
Understanding an objection is easier if you know and understand the process. So the key is to respond to the real issue, not your completely unfounded perception of it, after following the process and comprehending the information. Gather the information you need and use it to demonstrate the specific solution and proceed with the sales deal.
Help Them Decide
In some cases, the only thing that a prospect needs is a little push in the right direction.
This objection-handling strategy includes incorporating their objections in the form of questions that help customers make more informed decisions (hopefully, towards the right path). Finding the perfect question helps us discover the right personal and business motivation for prospects to use your product or service.
Let us give an example to help you understand better:
Objection: “We’re afraid we do not have enough room for this. We already have a lot of work on our plate.”
Response: “Fair enough. However, wouldn’t it be better to invest a small amount of time in learning the sales engagement tool that will do all of the outreach activities for you in the long run, freeing up your time to focus on other important tasks like closing the deals or lead acquisition?”
When in doubt, always remember to sell results. Everyone wants something tangible.
No matter what the objection is, you should be able to find a way to tie it back to the results that your product or service can provide.
Objection: “We’re not interested in your services.”
What you can say:
“I understand entirely. However, I think it would be worth your while to at least hear me out.
Our services have helped companies increase their lead conversion rate by 99%, and I am confident we can do the same for you.”
By selling results, you are showing the prospect that you are not just trying to make a quick sale but that you are genuinely interested in helping them solve their problems.
Get to know your lead
Take time to get to know your lead and their industry.
The more you know about their specific situation, the better equipped you are to deal with objections.
By understanding their business, you will be able to anticipate their objections and have answers ready.
You can do this by doing your research before even contacting them or by asking questions during the sales process.
Remember, the more you know, the better you can serve your customers.
Common Objection Handling Scenarios
Although no one can see the future (unless you’re a fortune-teller of some sort), there is somewhat of a pattern or a series of common situations when it comes to sales objections.
It is essential to keep in mind that it is not possible to address every potential scenario and concern, as there is no objection-handling strategy that is applicable in every situation. On the other hand, you should make sure to prepare a solid response to the most common sales objections and then continue on from there to refine your reply as much as possible and jump from lead acquisition to conversion.
Here are some of the most commonly encountered objections:
Scenario 1: We already have a solution
This is the most common reason to say no, and it means the prospect is using your direct or indirect competitor. The most important thing is to find the one that solves the prospect’s problem after they’ve tried other solutions. Your answer may change depending on how the prospect ends his or her sentence, so let’s look at all the different ways it could go.
Objection: “We’ve already partnered up with someone.”
Response: “That’s good. However, can you tell me something you wish they could be doing better?”
Objection: “We already have a solution…”
Response: “And how is your experience with ____ so far?”
Let them wonder why they think the current solution that they have is good for them. Challenge their mindset. If their current is indeed better, then you can use the information to improve your own products; if not, pitch your products and make them realize for themselves why choosing you is the better option.
The decision is not mine to make
Sometimes when reaching out to leads, whether via email outreach or LinkedIn outreach, you will encounter people who are not the decision-makers. This is totally fine. Think of these people as the bridge that can potentially link you to the decision-maker. Hence, it is just as important to maintain a connection with them and treat them politely.
Another thing that can happen is that they ARE the decision-maker, but they just don’t want to be bothered. So either way, treat everyone with the utmost respect.
Here’s a possible scenario:
Prospect: “Sorry, I am not in the right position to make this decision.”
Sales Representative: “Can I be honest with you? I have been getting that response a lot, and I have the feeling that what you’re really trying to say is that you want this pesky sales representative off your back. Am I correct?”
Prospect: “Actually, you’re right.”
Sales Representative: “That is completely understandable. Let me tell you this, just give me 1 minute of your time to explain to you why our service is the best match for your company. If you don’t like it, then that’s okay. I promise never to bother you again. Do we have a deal?”
After they have given you the go signal to pitch, make sure to make it worth their while. Be brief but concise. Talk about the main selling points and provide them with proof to back up any claims you make.
Another scenario could be that they are indeed not the right person to make such decisions; you can structure your response like this:
“Oh, that’s okay. Thank you for pointing me in the right direction though, I really appreciate your help.”
When you find the right person, be sure to reference the first person you first spoke with, this can establish a sense of familiarity between you two.
Sorry, I do not have the time
This has got to be one of the most common objections when it comes to email outreach, and your task now is to prove that you are worth their time.
Choose your words wisely, avoid beating around the bush and get straight to the point. Highlight what you can bring to the table. Grab their attention by sharing about the experiences of other people who are in the same industry as theirs.
We don’t have the budget for it
Nobody wants to lose money. So it is natural for prospects to be very skeptical about spending money.
The best way to answer this objection is by
– first, acknowledge that times are tough and that you understand their concerns
– second, emphasizing the importance of investing in your product or service
– third, share a story or two about other companies who have made the investment and reaped the benefits
– fourth, stressing that your product or service is an investment, not a ____
– fifth, and finally, leaving them with something to think about.
“I completely understand where you’re coming from. A lot of companies are tightening their purse strings these days. But the thing is, ____ is still important even in times like these.
In fact, ____ is more important than ever.
Take ____ for example. They made the decision to invest in ____ even when the economy was struggling. And you know what? It paid off. They’re now one of the leading companies in their industry.
We like to think of ____ as an investment, not a ____.
It’s something that will ____.
So what do you say? Are you willing to invest in ____?”
By the end of your pitch, they should be convinced that your product or service is worth their money.
If they’re still not sure, you can offer them a free trial.
Handling objections is not an easy task. It requires a lot of patience and quick thinking. More often than not, these objections can come off as straight-up rejection but keep in mind that not everything is as it appears to be. Take the time to unravel and decode their objections, discover the underlying issues, and generate the appropriate response.
By following these simple tips that we have laid out, you will be able to handle objections and rejections like a pro! Remember, it is all about understanding the customer’s needs and being able to provide solutions that address specific pain points. With a bit of practice, you will be closing deals in no time!