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Objection Handling – Your chance to win customer

Objection Handling – Your chance to win customer

During my initial days as Presales, I was afraid to handle objections. Over a period, I saw this as an opportunity so started to embrace it. But, that’s not enough. You need to master this art of objection handling. Only then there is success.

The core approach was 

  • Acknowledge what the client has to say
  • Decode the reason behind his objections
  • Empathizing always works.
  • You are not alone. 
  • Help overcome hurdle with customer success story

Acknowledge the client

When objections are raised the first thing we do is to Defend. By doing so, we would keep intercepting the client’s thoughts. And, this would end up looked upon as being rude. It will raise doubts in the mind of the prospect about you and the service/product you offer.

Listen to all his objections and make a note of the points. Let them know you will get back once they finish.

Decode the reasons.

Objections are raised for various reasons. By listening to his objections actively, you would have the time to think, analyze and find out the reason behind it. A few reason for objections

  • Price – They would not want to spend on the product as a few take pride in saving money for the organization.
  • Value for Money – Here, the price is not a concern. But, they wanted to ensure that they have got the best of value for the expenses.
  • Competitors – They wanted to validate whether you are better from the competitors.
  • Fear to adopt or upgrade – They are comfortable with whatever process or tools they have and fear that your service or product may disrupt it.
  • Risk to my job – Yes you heard it right. Some fear that they may lose their job if whatever they chose might not work.

And, many more. Readers can share other objection reasons with me.

Empathize alway work

Empathize is a critical skill in customer service. Use it at this critical junction. You are already empathizing with the client by listening to his reasons. Now, repeat what you have understood and make sure you are all on the same page. Put yourself in their place and see how they may feel. Be sincere in your efforts.

You are not alone

Now, comes the action item. Tell your client they are not alone .When you say they are not alone, you let them know that this is something common. By doing so you bring them into a comfortable zone where they open a lot. Indirectly, you have established a social proof that this is common. Also, they know you and your company have already faced such problems and they can expect an answer. The trust is built.

Overcome hurdle

When it comes to product objections, tell them how your clients have found solutions to overcome these exact challenges. Propose the interesting features in your product that matches their needs or check whether a custom solution would work out for them. Try to justify, indirectly, how their features justify the cost. Share customer success stories where their ROI has been justified or how the product complemented the process.

Get prepared for more objections after our response. Try to anticipate those and cover it when you respond.  Be genuine and sincere in your efforts. Don’t throw imaginary stats or stories to convince them. Share actual and relevant stories.

To summarize, dont be dismayed by objections.It is an opportunity to show the value of your product or service, and an opportunity to build relationship. Every objection is a positive sign as it your best chance to move and successfully closing the deal.

If you have missed my previous article on objection handling, here is the link

Objection Handling – How to handle?

Objection Handling – How to handle?

When I started this article on objection handling never did I think it will become a two part series. To make it easier for reading I had to break it down into two. Thanks for understanding.

Objections are inevitable during demos or POC.  And, objections are perceived as something difficult to handle. I have seen many Pre Sales or Sales Engineers getting nervous  when they face one. But, most objections can be effectively handled by following a simple strategy. A shift in your mindset to acknowledge objections as a positive signal for a sale rather than a threat. 

Why are objections raised?

Customer objections arise when they have concerns about the quality of the product, service offered by the business or knowledge of the sales engineer whom they interact with, they love your competitor  and price.But, two other major factors stand tall among the rest – The risk involved in the switch and why disturb the existing setup.

What is objection handling?

It is a way to respond and change the mindset of the buyer by addressing their concerns. In the process of changing client mindset, don’t end up arguing that your product or service is the game changer or best among the competitors. That is not objection handling. This will end up proving the client that their stand has been right all along. That results in losing the rapport and sales.

Why is objection handling important?

If not negated in the early stage, the client would be holding onto his strong point. And, as a result you may lose the deal though they would be the right fit. And, in some cases, I have seen sales give a heavy discount to save the deal. 

When you are unable to persuade them to choose your service or product,then go ahead and close the file. It looks like they might not be the right fit for you.

Embrace objection handling

Whenever I come across an objection it excites me. It is a positive signal for selling as they have been actively processing the information put across their table. They are much better than prospects who lean on their table, relax and never engage at all.

The tough ones are your opportunity to shine and gain your client’s trust and attention. They are the now who have been weighing the pros and cons. As a result they come up with these objections. The ones that are easy going are never the one we can win.

So, embrace those who object because they are the ones willing to adopt for change if they convinced right.

How to win client? Continue reading here