Objections/Brush-Offs

Question 1

Can you send me something?

Answer 1

I’d be glad to do that but let me ask you this. Sometimes when I hear, send me something, what I’m actually hearing is that the person is not really interested and is trying to get rid of me. Is that what’s going on here? You can tell me I’m a grown up.

Question 2

Call me back next Friday @3.

Answer 2

I’ll put you in my calendar for Friday @3. Tell me, what should I do if I can’t get ahold of you on Friday?

Question 3

Let me think about it

Answer 3

Is that your way of saying no thanks this time around? Can we agree to make a decision now and if it’s a NO that’s perfectly OK?

Question 4

I have to talk to my manager

Answer 4

Of course that makes perfect sense. Tell me, if she asked you for your opinion on the matter, what will you say to her?
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What do you think she’ll say about that?
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Look, would it make sense for me to talk to her too?

Question 5

Price “too high”

Answer 5

Well no surprise were rarely the cheapest after all. “Too high” in this instance means what exactly?

Question 6

We have a competitive bid process.

Answer 6

Does that mean that the cheapest will get the job no matter what the quality, service, etc might look like?

Question 7

Can you lower your price?

Answer 7

I could go back to my boss for discussion on this for you. I’m not saying that we can do anything on the price but let’s pretend we could. What more can I tell my boss that we would get from you in terms of length of contract or increased commitment if we could?

Question 8

Can you give a proposal?

Answer 8

Well thanks for the vote of confidence, but before I mobilize our team, let’s agree first what would happen if your team genuinely liked what they saw from us. Is that fair?

Question 9

Can you guarantee a short lead time?

Answer 9

I don’t know, possibly not at this late stage. I’ll certainly see what I can do to help. What would the effect on your business be if we say yes, or more importantly if we say no?

Question 10

You would need to improve your price compared to competitors

Answer 10

I’m not sure I understand what you’re saying to me. Are you saying that if we can improve your price to get closer to our competitors you would definitely give us this order along with every renewal from now on?

Question 11

I’ll purchase next week

Answer 11

OK great can I tell you my biggest fear though? I’m worried that I possibly pressured you into this decision and maybe it’s not really what you wanted to do. Am I right?

Question 12

Can you send me a deck and a quote by next week?

Answer 12

Well, thanks for asking. Of course, I can, but before I get started, why? What’s going on? Why do you need it so quickly? And, why us? What’s behind the request, and more importantly, what will you do with the quote when you get it?

Question 13

I’m the decision maker

Answer 13

Glad to know it of course. When decisions like this get made for this kind of commitment at this kind of money, usually there’s a few more others involved. Hey, once you’ve given it the green light, who else typically sees it for final rubber stamping?

Question 14

We’ve heard good things about your company and we’re looking for a new vendor

Answer 14

Great, our reputation is important to us. What have you heard and from whom, and what’s gone so badly with your current vendor that you’re even talking to us after working with them all of these years?

Question 15

“No idea how many people are concerned on my site.”

Answer 15

We know that 73% of consumers have concerns about their security online. And on the last the last page I showed you, all of our customers had SSL certificates, and they saw order increases from McAfee SECURE.

Question 16

“Yes, and I already have some form of security - SSL certificate, other trustmarks, secure checkout, security guarantee, security policy.”

Answer 16

Well good, you already have something to market your site is trustworthy. We know that 73% of consumers have concerns about their security online. That’s why TrustedSite has put together a system of trustmarks that address specific security concerns throughout the buyers journey. Everything from secure login to secure checkout. What’s great, is they’re designed to be non intrusive and subtle enough to build trust while moving your visitors through your funnel.

Question 17

“No, I don’t think security concerns have an impact on my business. It’s not a concern. Haven’t really thought about it. No idea how it’s impacting my site. I’ve never had any security issues on my site.”

Answer 17

It sounds like you haven’t thought much about it. Do you think it’s zero? By the way, how many visitors come to your site a month? You think any of them might have trust issues? How bout 73% of them?

Question 18

personal exp buying and didn’t feel like it was a secure place to buy from

Answer 18

Have you ever roamed a site and felt like it wasn’t a safe place to buy from?
Did you buy from it?
Did you get an email or retargeting ad from the site afterwards?
Did you come back and buy from it later?

Question 19

“I have an SSL certificate, I have a badge / seal already (Shopify secured, SSL cert badge, etc).”

Answer 19

I know what SSL is and so do you, but we’re in the industry. You think your buyers know what it is? What kind of mental leap do you think they need to make to somehow infer that an SSL badge means your site is safe to buy from? It’s the same with McAfee and Norton badges, many look at em’ and think they’re software you load onto your PC. Some even think they’re ads!

Question 20

All of our customers who saw increases on that last slide also had an SSL certificate, and they still saw …

Answer 20

All of our customers who saw increases on that last slide also had an SSL certificate, and they still saw impressive lifts in their sales from our system of trustmarks. Because once again, we make sure your website has no malware, malicious links, isn’t a phishing site, has a valid SSL certificate, and certify sites with a globally recognized security brand that consumers immediately trust.

Question 21

“I don’t know how many visitors are abandoning because of security concerns.”

Answer 21

I don’t know either, but studies show that 20% abandon because of security concerns, if that’s happening on your site, why wouldn’t you do something about it?