objection handling Archives - Kona - Sales and Management Training

If you’ve found this KONA Blog article, chances are you have been in a situation where you are selling to a customer who has raised some objections about your product or service.

Seriously. Stop taking it personally…

An Objection and a Rejection are Two Distinct Concepts

An objection is a concern or disagreement raised about a particular idea, proposal, statement, or situation. It doesn’t necessarily mean outright dismissal, but rather a point of contention that requires further discussion or clarification.

Objections can be valuable in decision-making processes as they provide an opportunity to address concerns and improve the quality of the outcome.

On the other hand, a rejection typically involves declining or refusing something. It indicates a clear refusal of an idea, proposal, request, or offer without further consideration. Rejections are often final and indicate that the matter is not going forward.

Objections, which often arise during negotiations, can be seen as opportunities rather than roadblocks. Effectively handling objections requires finesse, preparation, and a strategic approach.

We will delve into the art of navigating objections, providing you with actionable insights to turn objections into stepping stones toward a successful outcome.

Objections can be daunting, but remember an objection doesn't necessarily mean a dismissal, but rather a point of contention that requires further discussion or clarification.

Understanding the Nature of Objections

Objections are natural components of negotiations, stemming from differences in priorities, perspectives, and expectations between parties.

Rather than viewing objections as adversarial, it’s essential to recognise them as expressions of concerns, interests, or questions.

This perspective shift is fundamental to crafting a constructive response.

Active Listening: The Foundation of Objection Handling

When the opposing party presents an objection, resist the urge to immediately counter or defend. Instead, listen intently to grasp the underlying concerns.

A staggering 95% of buyers say that salespeople typically talk too much. 74% of buyers say that they are much more likely to buy if the salesperson would simply listen to them.

By acknowledging their viewpoint and validating their concerns, you lay the groundwork for a more collaborative and solution-oriented conversation.

Preparation: The Key to Confident Responses

Effective objection handling begins long before the negotiation table. Thorough preparation involves:

Anticipating potential objections
Understanding their motivations
Crafting well-reasoned responses

By immersing yourself in the other party’s perspective, you can develop compelling counterarguments that address their concerns and pave the way for productive discussions.

Display empathy when handling objections by 'bridging the gap'.

Empathy: Bridging the Gap

Empathy is a powerful tool in objection handling.

Put yourself in the other party’s shoes to understand their:

Emotions
Motivations
Fears

This understanding enables you to tailor your responses in a manner that resonates with their concerns, fostering a more receptive atmosphere for negotiation.

Clarification: Unearthing the Root Cause

In many cases, objections are veiled manifestations of deeper issues. By asking open-ended questions and seeking clarification, you can uncover the underlying reasons behind the objection. This not only demonstrates your genuine interest in their perspective but also helps you address the core concerns more effectively.

By asking open-ended questions and seeking clarification, you can uncover the underlying reasons behind the objection.

Value Proposition: Highlighting Mutual Benefits

When handling objections, pivot the conversation toward the value proposition of your proposal. Emphasize the benefits that align with the other party’s interests and objectives. By showcasing how your proposal addresses their needs, objections can transform into opportunities for mutual gain.

Offering Alternatives: Flexible Problem-Solving

Sometimes, objections arise due to specific elements of your proposal.

Instead of viewing these objections as deadlocks, consider them as invitations to explore alternative solutions.

Present various options that cater to both parties’ needs, demonstrating your commitment to finding a middle ground.

Data and Evidence: Fact-Based Rebuttals

Supporting your responses with relevant data, statistics, or case studies lends credibility to your position.

This approach is particularly effective when dealing with objections based on misconceptions or misinformation.

Concrete evidence can dispel doubts and reinforce the validity of your proposal.

Negotiation Techniques: The Art of Compromise

Objection handling is intricately linked to negotiation techniques. Employ strategies such as “splitting the difference,” where both parties make concessions to meet in the middle. Additionally, consider “conditional agreements,” which involve agreeing to certain terms if specific conditions are met, showcasing your flexibility while safeguarding your interests.

Seek common ground by expressing your commitment to addressing concerns and finding solutions.

Collaborative Problem-Solving: Seeking Common Ground

Position objection handling as a collaborative problem-solving exercise.

Express your commitment to jointly addressing concerns and finding innovative solutions. This approach promotes an environment of cooperation and shared responsibility, enhancing the likelihood of reaching a favourable agreement.

Maintaining Professionalism: A Lasting Impression

Throughout the objection handling process, maintaining a professional and respectful demeanor is paramount.

Regardless of the intensity of the objection, courteous behavior conveys maturity and integrity, laying the foundation for long-term relationships and potential future collaborations.

Objections are not roadblocks; they are stepping stones toward a successful resolution.

Effective objection handling involves a delicate balance of:

Active listening
Empathy
Strategic preparation
Skilled negotiation techniques

By understanding the nature of objections and embracing them as opportunities for constructive dialogue, you can transform objections into catalysts for mutually beneficial agreements.

With the right approach, objection handling becomes a nuanced art that empowers you to navigate even the most intricate negotiations with confidence.

When handling objections, don't look at an objection as a rejection.

Contact KONA for more information and objection handling strategies.

Call 1300 611 288 or Email info@kona.com.au

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Business owners and salespeople often use phone calls to book appointments with clients and prospective customers. To do this successfully you need confidence in the relationship-building aspect of telemarketing. You have the responsibility of displaying your product or service in an honest and professional way and you are aware of the value of what it means to exceed the expectations of your customer.

But what steps can you take to guarantee your best chance of securing an appointment?

1. Have A Plan

Preparation is vital. When you go into a conversation prepared with what you want to say, you can be confident that you are covering all important matters. You will be able to keep control of the conversation and bring it back if it drifts off-topic.

2. Make Your Offer Early

It is important to spark interest early on and to combat objections promptly with an offer that is full of benefits. You need to be quick to ensure negativity does not affect the customer’s decision.

3. Conversation Is Key

Ask short, open questions to gage as much information as possible from the customer. Your questions should be relevant to ensure you keep their attention and you should repeat their answers back to them when suitable. Talking for too long and confusing the client with your questions can lead to them tuning out of the conversation.

4. Handle Objections

Show the customer that you understand their situation by recognising their objections. Use phrases like ‘I understand how you feel.’ Let them know that you have had other customers that had similar objections when they first came onboard. This will demonstrate that you are experienced. Clarify that the purpose of the appointment is to understand their position and then suggest an appointment time.

Competitive Objection Handling 101: Your Guide to Knocking Competitors out of Deals and Earning the Trust of Your Buyers - Klue

5. Don’t Give In The First Time

Objections are inevitable and when they happen, it is important not to repeat the objection back to the customer or go too much into it. Don’t take any objections personally and ask the right questions to better understand their answer. It is common for it to take a number of conversations with the prospective customer before they accept your offer of an appointment, so don’t get disheartened if they do not accept the first time around.

6. Don’t Be Afraid Of Uncertainty

Admitting when you don’t know the answer to something or needing to check with someone else is not a bad thing. Building a foundation of trust with your customer is so important and if you bluff your way around their questions, it is likely they will find out and that relationship will be damaged. If you have uncertainty around an objection or question, tell them that, and get back to them with the right information.

7. Research Before You Call

The more you know before picking up the phone, the better. If you have just a name and a phone number, you can still make an effective sales appointment. If all else fails, you can always turn to Google. Or, if you’d rather, you can reach out to your connections on LinkedIn. You can even check with your network contacts to see if you know anyone who knows the prospect. You may be able to get a referral from a mutual contact.

The 18 Best Places for Sales Reps to Research Prospects [Expert Tips]

8. Create A Good Opener

Once you get the prospect on the phone, you have about 10-20 seconds before they’re ready to hang up on you. Most people automatically reject you as soon as you start trying to sell them. If you want to get past a potential customer’s rejection filter, you’ll need an opener that surprises or intrigues them. Something that will make them sit up and take notice. Once you have their attention, you can set up an appointment or at least get them to listen to what you have to say.

9. Pick A Benefit That Most Interests Your Prospect

When you have done your research and know more about your prospect, you can better customise your pitch to fit their needs or pain points. This way, you are more likely to get their business. Pick a benefit of your product or service that you think will most appeal to your prospective customer. Explain how that product or service provides this benefit to them. Our billing system helps give you peace of mind.

Timeless Advice Is The Best Advice. Sell the benefits and value, not features. Come prepared, find out what the customer’s concerns are and present them with solutions. When you offer them the chance to find out more about something that they may have a hard time saying no to, offer an appointment.

Tag: objection handling

How can I Effectively handle Objections?

An Objection and a Rejection are Two Distinct Concepts

Understanding the Nature of Objections

Active Listening: The Foundation of Objection Handling