No one likes rejection, or dealing with objections, and a lot of people that work in sales don’t handle it well. Rejection is a normal part of the sales process, but what’s the best way to deal with losing a sale? Should you push on, pull back, or find a corner to cry in?
A “no” can mean all sorts of things. It could be that they are not interested in what you have to offer at the moment, or maybe they feel you didn’t listen to them carefully enough. Perhaps they have purchased elsewhere.
As a salesperson, it’s your job to find out which kind of objection you have on your hands, then deal with it in a professional and positive way.
Think back through your past sales, how many of the objections at the end of your sales cycle would have disappeared if you had addressed the concern before the client raised it?
Was it price? Make sure to qualify them out.
Something not right with the key feature? Make sure to establish their exact needs.
Do they need their manager to sign things off? Get them involved in the process early on.
Just take a moment and have a think about how many of the objections you’ve faced could have been avoided by changing your process from the start. I dare to say it is most of them, but likely not all.
Since we know you cannot avoid all objections, your next job is to respond like a seasoned professional. Thankfully, most objections you’ll face aren’t exactly new. You’ve heard it all before. How you respond to it, however, is what matters most.
Most people react negatively. I know this, because each time we run a Bravesight sales training programme, people tense up as soon as we mention objections. They get defensive. Let me tell you that is the last thing you should do.
You know that a “no” is a possibility, and because you know it is potentially coming, you can create a positive response by addressing it. Address the objection, and keep the sale progressing while you talk about it with your prospect.
“I am not so sure my boss will go for this.”
Your reply should be: “You know, I hear that often. When we talk with other managers in your position, they say the same thing. The easiest way to get your boss on board is to bring them along to our next meeting, so I can help address those concerns. What kind of questions do you think they’ll have?”
In this situation, you’ve addressed that this commonly happens, and people in a similar situation just bring their boss to the meeting. You’ve also asked them to help you address any objections that their boss may bring up, so you can both be prepared.
“I am not sure if the timing is right for us”.
You could respond with, “You know, you might be right. How would you know when the timing would be right?”
This is another example of helping your prospect tell you how to progress the sale. If you’re desperate for the sale, it will show. Acknowledge their timing challenge, and find out when proceeding might be a good idea. It could be their budget, their schedule, or it could be a poor excuse for saying that they are not interested in buying at all and that they would rather spend their money on a holiday.
I bet you clam up, and get all hot and bothered. You get on the defensive, trip over your words, and start attacking your prospect in some way. You tell them why they are wrong, and give them more reasons why your product or service is perfect for their situation.
Stop doing that. Right away. It turns off your prospect faster than you can open your mouth. It’s also not professional and makes them feel awkward.
Stop selling so hard! Instead, help your prospect make a purchase decision. Don’t approach selling in a way as if your life depends on it because your prospect will smell it a mile away and they won’t like it. A pushy sales approach will only push them away.
When you are relaxed, engaging, and in control of the sales process you show confidence in your product or service while giving the person you are talking to a sense of trust that your team can deliver the goods. It also shows that you know your product or service, that you believe in it, and that you are only interested in helping them make the right decision.
If you don’t have a good response to an objection or question, we have a pre-canned answer for you.
“You know what, I don’t know. But I’ll find out and get back to you.”
Of course, you cannot use this for every response, so use it wisely!
We do know from experience that having established and practised responses to common objections will save your bacon, every, single, time!
Would you like some help with coming up with positive and sales progressing responses to objections? Book in a coffee meeting with Bravesight, and find out if we can help improve your sales process. Understanding the reasons behind the no, and what to do about it, can be the secret to closing your next deal.
~ Arron Edwards, Bravesight CEO