Here are some tips that you can apply to all objections:

  • Listen: When your client is objecting, hear him or her out. Don’t leap in too soon with your response. Make certain you are clear about what the objection truly is by asking open ended questions.
  • Acknowledge: Summarize and/or paraphrase the objection back to the buyer, to be sure you are both on the same page and to acknowledge that they have raised a valid point.
  • Respond: Think of this as another opportunity to sell the features of your product or service and put it in a good light. Avoid being defensive.
  • Ask for feedback. Ask questions like, “Have I been clear enough,” or “Are there still some questions you’d like to ask?”

Then, move on to the next point or ask one of those direct questions to nail the sale.

Example

Interaction

Notes

Mrs. Jones

I really like your product, but I’m not sure I’m comfortable with the service plan that is required.

 

Salesperson

I understand that you’re reluctant to commit to our company for several years, especially when you haven’t dealt with us before. A five year service plan seems like a big commitment.

Here the salesperson is validating Mrs. Jones’ statement and re-phrasing her objection to ensure he understands her concern.

Mrs. Jones

It sure does.

 

Salesperson

What we’re actually offering is peace of mind. Any widget you purchase, from any company, will need to be serviced once a year. With our service plan, that service is included. We’ll even call you when it’s time for your appointment, so you don’t have to worry about remembering service dates.

Here the salesperson is responding to the objection. He is even using it as an opportunity to enhance the product’s value and describe the selling features.

Mrs. Jones

That sounds convenient.

 

Salesperson

It really is – I have one for my own widget! Would you like the three year, five year, ten year, or lifetime plan?

Here’s the direct question that propels the buyer into action.
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