Objections Flashcards
I’m not interested
Diffuse, Discover, Discuss.
“John, I know it’s not your job to help salespeople, but before we hang up, if it’s not too much to ask, is it that you’re happy with what you have, my timing is off, or do you just hate getting cold?”
We have a vendor
Diffuse, Discover, Discuss.
Not an objection because they have a vendor
- Can it compliment what they have?
Use a diffuser: “I’m sorry. A vendor?”
Discover: “Sounds like you’re happy with them. How’s that working out for you?”
“Hey, I know it sounds like you’re happy, but, would it be a horrible idea for you to review what your options are,
or
“Would you be open to exploring options beyond what you have now,just so you can have this in your back pocket, for the future?”
“Hey, I know it’s not your job to assist salespeople, but when is your vendor coming up for renewal? Maybe it makes sense for me to reach out at that time, to see if you’d be open to reviewing your options at that time. Is that something you’d be open to sharing?”
Again, it’s about creating an opening and not going for the close.
We want the lowest price
Diffuse, Discover, Discuss.
“I’m sorry. The lowest price?” With a slight up tone, as if to say, “Tell me more.”
“What is it about our price that feels high?”
“Sounds like you’re comparing our price to something else or what you expected.”
“Seems like you value price over functionality, delivery, time and quality.”
“In addition to price, is there anything else holding you back?”
We’re not trying to overcome the objection to push the sale forward. We’re just trying to create an openness, so that we can better understand the truth.
Your price is too high
Diffuse, Discover, Discuss.
Your inclination, when you hear this objection, is to start to justify why you’re worth it, but that backfires because prospects know that you’re justifying it to get a sale. They can smellyour commission breath. They know you have a vested interest.What we want to do here is to better understand where this objection is coming from, but not with the intent of trying to persuade people to move forward. Remember, it’s not your job to talk people into things.
“Too high?”
“John, what is it about our price that feels high?…Is it the total price?…Paying for it all at once?…Or,maybe you’re comparing this to other options, which is not a problem at all.”
I only have $X
Diffuse, Discover, Discuss.
What we don’t want to do is try to persuade people to come up with some more money and justify why we’re worth it.
“That’s all right. That’s a lot of money.”
“Other than price, do you have any other reservations?” Or, “Other than price, is there anything else holding you back?”
“Is it that you only have $10,000 this quarter, and more next quarter, or is $15,000 the total price for this project that you’re willing to allocate?”
“Sounds like there’s some other areas of your business where investing this money would have a bigger impact,”
What we’re trying to see is, where does it fall on the priority list? Not in terms of trying to justify it, or overcome it, but just to understand it.
Why should I choose you?
The idea here is again, to not be assumptive, and to lean back and to not assume that you are the best fit. Rather than thinking that you’re a fit for everyone, having this mindset of you might be a fit, and you might not, so that your prospect can decide if they want to continue the conversation.
“I’m not sure. We’re not a fit for everyone.”
“I’m just curious.”“What’s motivating you to look at us, rather than doing this in-house, or using other vendors?”
What we’re trying to do here is understand the prospect’s motivation for wanting to bring us on.
Diffuse, Discover, Discuss.
“would you be opposed to spending a little time so I can better understand your needs, to see if we might even be an option for you?”
Call me back at another time
What we want to do in this approach is, again, to see if we can get to the truth, and not assume that the prospect actually is interested in wanting us to call them back.
“Another time?”
“Bob, sounds like there’s some hesitation in your voice.”
“Seems like you might not really be interested in having me call you back, which is not a problem at all. I know you didn’t ask me to call you.”
“When would be a better time?”
“Would you be opposed to putting something on the calendar?”
How did you get my number?
“From a B to B database that my company provides to me. I actually see two numbers here for you. One’s a direct line and one’s a cell number.”
“It also says here that you had chicken piccata last night for dinner, is that right?”
Why are you calling so late?
I’m so sorry. I thought I was calling the West coast and it looks like you’re on the East coast and it’s 7:00 at night. I feel like such a jerk.”
And, what you’ll find most of the time when you do that, when you fall on the sword, is that people will rescue you. And they’ll say, “Well, it’s okay. Don’t worry about it. What do you need?” And again, it’s about creating an opening, not about trying to overcome the objection in any way.
I can’t talk right now
Typically, when prospects are specific, it’s a true objection.
The prospect says, “I’m at the gym.” You might say, “Back or bis? Is it leg day?”
“Would it be okay if I just stole a minute, between sets, to tell you why I’m so keen to talk to you, and then you can tell me if it makes sense for me to contact you again?”
if they’ve laughed a little bit, and you’ve kind of diffused the situation…the pressure of them feeling like you’re trying to persuade them, they’ll be more open to hearing you out.
We don;t want a 12 month contract
“No yearly contract?”
“You want more than a year? You want like three, four years?”
“Contracts aside, what else are you up against?”
What’s the issue with yearly contracts?”
“What is it about yearly contracts that you’re not feeling?”
“Seems like you’re worried about committing to a new product for a year.”
“Sounds like I don’t understand all the issues…It sounds like there’s more here than what meets the eye.”
“You’re afraid this won’t work.”
“Seems like you don’t want to commit before trying.”
“Would you be open to a 14 month contract where you could terminate without a penalty at any time, in the first two months?”
Send me some information
“I’m sorry, some information?”
And, if they say, “Hey, just send me anything,” you might say, “Seems like you’re not really interested.”
“It seems like there’s some hesitation in your voice.”
“Hey, John, just so I don’t do you a disservice and flood your inbox with a bunch of irrelevant information, or send you an encyclopedia of info, would it be okay if I asked you a couple of questions?”
Is this a cold call
This is a great opportunity to use some humor, to try to Diffuse a situation.
“It is. How am I doing?”
“It is. I’m nervous and my palms are sweaty, can you tell?”
Lisa, you probably hate cold calls as much as I hate making them. Would it be okay if I stole a minute to tell you why, based on my research, I’m keen to talk to you, or would you like to hang up on me? No problem either way. I know you didn’t ask me to call you.”
I thought you were someone else
“I’m sorry, someone else?”
I am never the call someone’s expecting. That’s one of my rare talents is calling people and them thinking that I’m someone else, which technically I am.”
“Hey, would it be okay if I just stole a minute to tell you why, based on my research, I’m really keen to talk to you? Or would you like to hang up on me which is not a problem at all. I know you didn’t ask me to call you.”
I have to check with my boss
“I’m sorry, your boss?”
“How long have you been working with him, or her?…Hey, Josh boss aside, I’m curious if this is something that you think might be helpful, or could this maybe wait another quarter?”
“Hey, you’ve been working with her, or him for seven, eight years, what do you think he or she will have an issue with?…A price, timing?…Given everything else you guys have on your plate, something about the product?”
hey might say price. “How do you suggest we resolve that?
“Would it makes sense to see if we could build a business case for this together?…Would it make sense to see if this is something she’s even interested in looking at, given all the other things that are on her plate?…It seems like this might not even be a priority.”
“Hey, this is probably going to sound pushy, and I’m a little embarrassed to even be asking, but would you be opposed to chatting after you’ve spoken with him/her? Just so we’re not playing the chase game.”
