Be Curious

Ask them why they didn’t buy. (Use this technique as a last resort only.)

“I really thought this product was a fit for your needs. Can you let me know why you decided not to buy?”

Boomerang

Use their objection to weaken their point and reinforce your point.

Customer: “This widget is way too light.”

Salesperson: “It is remarkably light, isn’t it? We’ve started using a lighter, more durable metal. We’ve found that it’s much safer.”

Can You Clarify?

Ask the customer for more information before responding to the objection.

Customer: “I would never buy this product. It’s not built to last.”

Salesperson: “I’m interested in why you think that. Would you mind explaining that further?”

Certain Closure

Offer to resolve their objection if they make the purchase.

“If I get the author to autograph this book, do we have a deal?”

Deflection

Avoid the objection. Use this one sparingly, and make sure you’re polite.

“That’s an interesting point. Now, let me show you the colors this model comes in.”

Disagree

Politely and assertively disagree with the customer, but make sure you have facts to back you up.

Customer: “Acme Widgets doesn’t require anything like this.”

Salesperson: “In fact, Acme Widgets does also require a service plan, although theirs is quite a bit more expensive.”

FFF (Feel, Felt, Found)

Empathize with the customer, tell them how others have felt, and tell them what they have found.

“I understand that you feel that this plan is a big investment. Others (including myself) have felt the same way. However, they have found it really gives them peace of mind.”

Reframe

Interpret their objection as something other than an objection.

“I can see this isn’t making sense. Sorry – let me put it another way.”

Show Your Hand

Ask the customer to list all their objections at once.

“It sounds like you have a lot of concerns. What else is on your mind?”